FREE Australia-wide shipping

Returns Policy

Who We Are

As a local Australian company, Boutique Retailer collaborates with trusted brands and suppliers to offer authentic and quality products.

Returns Policy Overview

Our Returns Policy is designed to assist you with any returns. These rights are in addition to the rights and remedies you may have as a consumer under Australian Consumer Law (ACL).

If you are located in the European Union, additional consumer rights apply. View our EU Withdrawal Policy.

If you have additional items you no longer want, we encourage sharing them with those in need, such as the elderly, disabled, or vulnerable members of the community.

Start Your Return Online with Refundid

Returns are lodged through our online returns portal, powered by Refundid. Start a return here.

Enter your order number and email address, select the item(s) and the reason for your return, and choose the outcome you'd like. Depending on the item and your order, you may be offered:

  • Instant Refund: You receive your refund within seconds of lodging your return, before you send the item back. You then send the item back to us by the date shown in the portal.
  • Instant Exchange: Swap for a different size, colour or item and we send the replacement without waiting for your original to arrive back with us.
  • Store Credit: Receive the value of your return as credit to spend on our website.
  • Standard Refund: Your refund is processed to your original payment method once we receive and inspect your return.

Please note:

  • Instant refunds and instant exchanges are offered by Refundid and are not available for every item, order or location. The portal will only show the options your return is eligible for.
  • If you choose an instant refund or instant exchange, Refundid's terms apply, including their deadlines for sending your item back. Refundid may charge fees if the item is not sent back on time or the return is declined.
  • For any questions about an instant refund or instant exchange processed through Refundid, please contact Refundid directly via the Refundid Help Centre.

Important Notes

  • Lodge Your Return First: You must lodge your return through our returns portal, or contact us in writing or via electronic communication, to obtain approval before returning any item. Returns without prior approval or adherence to our instructions will not be accepted.
  • Select the Correct Return Reason: Please choose the reason that matches your return when lodging it in our returns portal. Choosing the wrong return reason (for example, selecting faulty or damaged for a change of mind return) may cause your return to be rejected.
  • No Refunds on Delivery Costs: Delivery costs are non-refundable.

Items Not Eligible for Return

For health and safety reasons, the following items are not eligible for return:

  • Cosmetics & Beauty Products
  • Health Products
  • Perishable Goods & Food Items
  • Personal Care Items
  • Hosiery
  • Underwear & Socks
  • Swimwear
  • Pierced Jewellery
  • Pillow Protectors
  • Assembled Furniture
  • Toilet Paper, Paper Towels, Serviettes & Tissues
  • Medicinal Items
  • Cleaning Products (Anti-bacterial wipes, sprays, cleaners, disposable gloves, etc.)
  • Hand Sanitizers

Change of Mind Returns

Exchanges are available through our returns portal where eligible. If an exchange is not offered for your item, please place a new order and return the original item for a refund or store credit.

Eligibility for Change of Mind Returns:

  • Lodge your return through our returns portal within 30 days of receipt. Your return confirmation is your return authorisation.
  • Return the item in the same condition as purchased: unused, unworn, unopened, with all included accessories and components, and in resaleable condition.
  • Return the item within 10 business days of lodging your return, or by the earlier deadline shown in the portal if you chose an instant refund or instant exchange.
  • Follow all instructions in our returns process.

Additional Notes:

  • Delivery costs are not refundable.
  • Standard refunds are processed in the same tender as the original purchase. Instant refunds are paid by Refundid, and store credit is issued to spend on our website.
  • Returns are at your cost and risk, including shipping. High-value items should be insured.
  • If conditions are not met, you are responsible for return shipping costs to your address.
  • Change of mind returns are not accepted for items in damaged or broken sealed packages.
  • Items under $15 are not eligible for change of mind returns.

Faulty or Damaged Products

Eligibility:

  • Lodge your return through our returns portal, or notify us in writing, with proof of purchase.
  • Return the item with accompanying proof within 10 business days of your return being approved.

Assessment Process:

  • Faults will be assessed by us or a third party.
  • Manufacturer support may expedite resolution.

Important Notes:

  • Improper use, general wear and tear, or neglect are not grounds for returns.
  • Clothing not adhering to care instructions will not be deemed faulty.

How to Lodge a Return Request

Lodge your return through our returns portal. You'll be asked for:

  • Your order number and email address (your proof of purchase).
  • The item(s) to be returned.
  • Reason for return.
  • Photos and/or videos of any faults or issues.
  • Your preferred outcome (refund, replacement, exchange or store credit).

Once your return is lodged:

  • In most cases, you can download a return label through our returns portal. The cost of the label is deducted from your refund.
  • Include your return confirmation or proof of purchase in the parcel.
  • Carefully pack the product to prevent damage.
  • Ship with tracking.

Return and Refund Timeframes

  • Please allow 10–14 days for your return to reach us after you post it.
  • Once received, standard refunds are processed within 7 days. Funds may take a further 3–5 business days to appear, depending on your bank or payment provider.
  • Instant refunds through our returns portal are paid within seconds of lodging your return.

Marketplaces

If purchased through a marketplace, contact us via the platform to ensure prompt processing.

Missed Deliveries

Customer Responsibility:

  • Provide a valid delivery address.
  • Retrieve items from post offices or courier hubs promptly.

Restocking Fee:

  • Undelivered items returned to us may incur a restocking fee.

Re-Delivery:

  • Held for 3 business days in our warehouse.
  • A handling fee plus shipping costs may apply for re-delivery requests.

Missing Parcels

Report missing parcels within 60 days of the order. Parcels signed for at your delivery address are deemed delivered.

International Shipments

Duties, taxes, and fees are your responsibility. Contact local customs for details.

Authority to Leave (ATL)

Couriers may deliver via ATL for contactless delivery. Once tracking confirms delivery, the order is considered complete. Contact the courier for post-delivery concerns.

Policy Modifications

We reserve the right to modify this policy without notice.

Back to top