Do I need to set up an account before placing an order?
No, not at all! You’re more than welcome to simply shop with us as a guest. However, if you want to move through the checkout process faster, we suggest creating an account. That way, your address and email preferences will be saved for your next purchase.
How long will my order take to get to me?
Orders placed before 12pm (WST) will be posted out on the same day and orders placed after 12pm Friday will be posted out on the following Monday. Please note we don’t post items on weekends or WA public holidays. If you do make a purchase on one of these days, we’ll promptly post it on the next business day.
Click here to see estimated delivery times. These timeframes are dependent on Australia Post’s delivery schedule and delays may occur beyond our control. Also keep in mind orders containing pre-ordered items will be shipped once the pre-ordered item has arrived at our HQ. Therefore, we suggest placing separate orders for available items and pre-ordered items.
Can I add/change/cancel an order after it has been placed?
I didn’t receive an order or shipping confirmation?
Don’t panic – our confirmation emails are automatic and might’ve just been sent to your junk or spam folders. Still no luck? Just shoot us an email so we can help.
My order didn’t arrive?
Before getting in contact with us, make sure to double check the tracking information in your email confirmation and ensure you read through our shipping information to see the estimated delivery timeframe.
If you still haven’t received your order after 10 business days of your confirmation email, please email us and we’ll look into your delivery immediately. Please note, Id Clothing Boutique will not be held accountable for parcels that are damaged, lost, stolen or delayed in transit due to the fault of Australia Post or other shipping carrier.
My order is missing an item?
Oh no! We’re so sorry about that, but first make sure to check the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. Smaller items such as accessories are usually wrapped up in bubble wrap or in amongst other items of clothing or shoe boxes within your parcel for safe travelling. If you still can’t find them, get in touch with us via email and our customer care team will be on the case!
Do you ship internationally?
At this time we only ship within Australia and New Zealand.
When will my order ship?
Your purchase is processed within 1-2 business days of being made at our Perth HQ. If you live in Australia, you then have the option of Standard or Express Shipping. Standard Shipping takes approximately 2-10 days from the day it leaves our HQ and Express Shipping takes approximately 2-3 days. If you’re ordering from New Zealand we only offer Standard Shipping with tracking which takes 2-10 days. Any orders placed over the weekend or a public holiday will be shipped the following business day.
I accidentally entered the incorrect shipping address?
It’s the customer’s responsibility to provide the correct shipping address for an order. However, if you’ve made a mistake, please contact us immediately on (08) 9339 0025 or email@example.com. If your order hasn’t already been dispatched we may be able to update for you, but if your order has been shipped we sadly can’t make any changes. In the event the parcel is returned to us, Id Clothing Boutique cannot offer reimbursement or pay to redeliver to you.
How can I track my order?
Once your order has been carefully packed and posted, a tracking number is issued to you via email that’ll enable you to track your parcel with Australia Post. Please pop this number here to track the progress of your parcel to you. If you have any concerns about your tracking not updating after 3 business days, get in touch. Id Clothing Boutique won’t be held accountable for any lost or delayed items but are more than happy to help you try to locate it should this occur.
Why is my parcel being sent back to me?
Any parcels that’re incorrectly addressed or have been left unclaimed at the post office after the fixed timeframe will be returned back to our HQ via Return to Sender. If you wish to have your order redelivered to you, you’ll incur a fee for a second round of shipping.
What currency are your prices in?
All prices are shown in Australian Dollars (AUD).
What payment methods do you accept?
We accept payment by Credit Card (Visa or Mastercard), PayPaul or AfterPay. We don’t accept AMEX at this time.
How does Afterpay work?
If you want to purchase with Afterpay you need a Visa/Mastercard Credit or Debit Card, must be over 18 years of age and live in Australia. If you can satisfy this criteria, follow these 3 simple steps and you’re on your way to an Afterpay purchase on our website:
- Select Afterpay at the payment stage of checkout as your payment method
- Nominate the Credit or Debit Card you want to use to schedule your payments
- Get approved instantly and securely!
If you wish to return an item/s purchased through Afterpay, you must follow the same returns criteria detailed here . You can spend up to $800.00 in a single transaction using Afterpay. If you fail to make a payment, you’ll be charged a $10.00 late payment fee by Afterpay with a further $7.00 added 7 days later if still unpaid. Please see Afterpay’s full terms of service here for more information.
My discount code didn’t work?
Hmm, sorry about that! Sadly, the discount code may have expired. Or maybe you didn’t enter it correctly so please make sure to enter the code exactly as it appears. Once the order has been placed we cannot apply the discount code so make sure to double check before checkout.
The product I want is sold out?
Oh no – we’re sorry about that! But we might be able to help. We try our best to restock our most popular items as often as we can and are always adding new arrivals throughout the week. So please be sure to subscribe to the ‘Notify Me’ feature on any items you’re interested in so you’re the first to know when they’ve been returned, restocked or available for pre-order. Please note restocked items are on a ‘first in, best dressed’ basis and we cannot guarantee when you visit the website the product will still be available. And if you’ve purchased an item and on the very rare occasion it’s out of stock, we’ll contact you immediately to arrange an agreeable alternative item, backorder or full refund.
Do you take pre-orders?
What sizing are your items in?
Our size guide is based on Australian standard sizing. Please note it’s an average only so we recommend taking note of the size our model is wearing which’ll be available in the product description where possible. Click here to see our sizing chart. If you’re still unsure about your size, feel free to email us and our customer care team will try their best to ensure you find your perfect fit.
Are your garments true to size?
Because we stock a wide range of brands and each product is manufactured differently, sizing may slightly vary from garment to garment. However, we try our best to provide as much accurate information as possible. For instance, if a particular product runs large or small to size we’ll make sure to leave a special note in the product description. If you’d like the exact measurements or further assistance with our sizing feel free to email us.
What’s your returns policy?
Sadly, we don’t offer refunds or exchanges for purchases due to the fast turnover of our stock. However, you can choose to return it and we’ll provide you with an online store credit if it meets the eligibility criteria. Then, if you require a replacement size, colour or alternative item/s, you’ll need to place a new order with your credit note.
Please keep in mind the cost of returning an item is at the customer’s expense and store credits cannot be used to purchase gift vouchers. All sale items are final and cannot be returned. Any sale items which are returned will be refused upon delivery and returned to the sender. For hygienic reasons, we’re also unable to accept returns on Jewellery. For more information, click here to see our return policy.
My item is faulty?
Oh no! First of all, we’re so sorry! Not to worry though, just get in touch with us via email within 3 days of receiving the item quoting the order number and fault so our customer care team can help. Click here to see what items we won’t accept under Australian Consumer Law. Once your item has been inspected and we too deem it faulty, we’ll happily replace or repair you the purchase price and postage in full.
How do I return an item?
Once you’ve checked all conditions are met in our returns policy, follow these few simple steps to return an item:
- Complete the returns form enclosed in your parcel or download a new one found here
- Place the item/s you’re returning into the parcel and seal it up securely
- Send the parcel to the address below at your local post office or courier service of your choice
You don’t need to contact us prior to returning your parcel. Simply fill out the form and send it back within 14 days. Upon receiving your return, we’ll issue you an online store credit. Please be sure to obtain a tracking number for your return parcel as we cannot compensate for any returns lost in transit.
What’s the process time on a return?
Returns are generally processed within 5 days of receiving your parcel. We’ll assess it and contact you immediately via email. If approved, your online store credit is issued via email. If your credit note is not showing in your inbox within 5 business days from us receiving your return, please check your spam or junk folders or email us and we’ll try to help.
How long is my online store credit valid for?
Online credit notes are valid for 6 months from the date of issue.
Can I exchange an online item in one of your stores?
Credit notes can only be used via the form they were issued. This means online credit notes can only be used online and in store credit notes can only be used in store.
How do I get in touch?
There are a few ways you can contact us. Head over to our Contact Us page to fill out a contact form. Alternatively, you can drop us an email at firstname.lastname@example.org or call us at (08) 9339 0025. We’re also super active on our socials, so feel free to send us a private message on Facebook or Instagram.
Why haven’t I received a response from you?
Our online business hours are 9am to 5pm from Monday to Friday and we don’t operate on weekends or public holidays. We try our best to reply to all emails within 48 hours and apologise for any delayed responses out of this timeframe. Please note if follow up emails are sent before receiving our response this will unfortunately push your request to the back of our queue.