FAQs

All orders are dispatched within 1-3* business days from being placed.

Orders placed after 2pm AEST or NZST on weekdays won't be shipped until the next business day.

Our Australian warehouse is located in Victoria and is not operational on weekends or Victorian public holidays.

Our New Zealand warehouse is not operational on weekends or New Zealand public holidays.

*If your order is part of a promotion these time frames may not apply.

Step One

Select the item(s) you wish to purchase and add to your bag, ensuring you have chosen the correct size and colour where relevant.

Step Two

Head to the checkout to pay safely and securely with the payment option of your choice.

Step Three

Et voila! We hope you love your new purchase.

If you are unsure what size you should order, you can consult our Size Guide for measurement details on the size ranges we offer. Our product descriptions will also provide information on the fit of the garment where it is designed to be more relaxed or fitted than our standard size.

If you're still unsure, you can book a styling appointment in-store or call our Customer Care - our teams will be happy to help you find the style and fit that works for you.

When an order has been placed successfully, a confirmation email will be sent to the email address used on the order.

If you have not received your order confirmation email, please check your email junk or spam folder.

If you are unable to locate the confirmation email in the junk or spam folder, please contact our Customer Care team at shop@blueillusion.com or 1800 208 205 (or 0800 208 205 for international customers). 

Once an order has been placed online, we are unable to update your order details. This includes incorrect size/colour/quantity.

We apologise for any inconvenience caused.

Whilst we endeavour to have product information on our website as up to date and accurate as possible, sometimes due to popularity and the speed with which a product is sold, we cannot always guarantee that an item will be available when trying to fulfil your online order.

If your order is cancelled an email will be sent to notify you of what portion of your order we were not able to fulfil.

Your account will be charged for the available items and any funds for the cancelled item/s will be refunded back to your account.

If you no longer wish to receive emails you can follow the unsubscribe link at the bottom of any Blue Illusion newsletter and clicking Unsubscribe.

Please note that this only applies to our newsletter emails and any order updates will still be received.

Our vouchers and promotions come with a list of terms and conditions, which determine if a discount can be applied to a particular product.  

For online purchases the voucher promo code must be applied at the checkout page to receive a discount.

Please note our online system is unable to subtract the voucher amount or refund the difference, after an order has been placed. 

Vouchers

Have a minimum spend amount, expiry date and can only be used on selected products in-store or online. 

Excludes the purchase of gift cards. Limit of one per customer. Not to be used in conjunction with any other offer or on sale items.

You can purchase Blue Illusion gift cards online here.

You can redeem your gift card online. To redeem your gift card, enter your gift card serial number at checkout.

When redeeming your gift card, if your purchase amount exceeds your card balance, an alternate payment method will be required to complete the balance owed. Any remaining balances after redemption will be retained on your gift cards.

All Gift Cards are valid for 3 years from the date of issue.

If you return an item purchased using a gift card your refund amount will be re-instated onto the card to use again. 

If you have any issues, please contact our Customer Care team.

An email with the tracking number will be sent to you once your parcel has been picked up by the relevant carrier.

You can track the progress of your order by clicking on the provided link, or by pasting it into the “track order” function on the Shippit website.

Delivery times are estimated based on the information provided by our couriers and do not include processing time at our warehouse or stores.

Australia

Standard delivery should take approximately 2-7* business days from dispatch for metropolitan areas. Please note that delivery to regional and interstate areas will differ.

Express delivery should take approximately 2-3* business days from dispatch for metropolitan areas. Please note that delivery to regional and interstate areas will differ.

Orders placed after 2pm AEST on weekdays won’t be shipped until the next business day

Our warehouse is located in Victoria and is not operational on weekends or Victorian public holidays.

New Zealand

Standard delivery should take approximately 5-10* business days from dispatch for metropolitan areas. Please note that delivery to regional and interstate areas will differ.

Orders placed after 2pm NZST on weekdays won’t be shipped until the next business day

Our warehouse in New Zealand is not operational on weekends or New Zealand public holidays.

United States

Standard delivery should take approximately 5-9* business days from dispatch for metropolitan areas. Please note that delivery to regional and interstate areas will differ.

Express delivery should take approximately 3-6* business days from dispatch for metropolitan areas. Please note that delivery to regional and interstate areas will differ.

Orders placed after 2pm AEST on weekdays won’t be shipped until the next business day

Our warehouse is located in Victoria and is not operational on weekends or Victorian public holidays.

*Please note that during sale periods, the dispatch and delivery times may differ to those outlined above.

Australia

Free standard shipping for all orders over $150

AUD$9.99 standard delivery for orders under $150

AUD$14.99 express delivery for all orders

New Zealand

Free standard shipping for all orders over $150

NZD$9.99 standard delivery for orders under $150

United States

Free standard shipping for all orders over USD$149.95

USD$14.95 standard delivery for orders under USD$149.95

USD$19.95 express delivery for all orders

Once an order has been placed, no changes can be made.

We recommend contacting our Customer Care team who will help you get in touch with the shipping carrier to organise a redirect for you.

Shippit is the company we use to manage our couriers for all our online orders.

The couriers we use are Australia Post (Australia and US), PBT Couriers (New Zealand) and CouriersPlease (Australia).

To inform you of the progress of your order, you will receive emails from Shippit when any items in your order have been scanned by our couriers, when they are out for delivery and when they have been delivered. If you have more than one item in your order, these may come in separate parcels and you will receive emails from Shippit for each parcel.

If you have a Shippit tracking ID, you can track your order here.

All returns lodged through our online portal and returned via mail will incur a postage fee of $9.99.This charge will be deducted from the final refund amount. Please note that If multiple items from the same order are returned at separate times, each one will incur the $9.99 postage fee.

Please choose carefully when purchasing the following merchandise as returns for change of mind reasons will not be provided on: 

• Pierced Jewellery; 
• Beauty & Skincare products; 
• Undergarments; 
• Worn shoes; 
• Altered products; 
• Personalised items; 
• Gift Cards; 
• Face masks;
• Outlet items; and
• Final Sale items,

*Please note that items from the Exclusion List that have been returned to Blue Illusion, will not have their refund processed and will be sent back to the customer. 

Yes, you can. Any allowable item (as per our returns policy) purchased through blueillusion.com can be returned free of charge at any of our Blue Illusion Boutiques within Australia provided you present proof of purchase. 

'Reply paid’ stickers are no longer valid and usable as of 11:59pm Thursday 28th March 2024. All returns will now incur a fee and can be lodged through our Returns Portal.

Loop is an online portal that is used to process online returns. We have a how-to guide and all instructions on our website at blueillusion.com/pages/returns-exchanges. Otherwise, you can follow these steps to process your return: 

Step 1: Visit returns.blueillusion.com to start the return process. 

Step 2: In the boxes provided, enter your order number (you will find this on your confirmation email or receipt) and the email address you provided at checkout. If you cannot find this, get in touch with us at shop@blueillusion.com. 

Step 3: Click on the item(s) you want to return and tell us why you are returning them by selecting from the options listed. Eligible items will show in white. Ineligible items are greyed out. 

Step 4: Review items you would like to return and download the return label. If you do not own a printer, simply take a screenshot of the return label, and take it to your nearest Post Office where they can print this label for you. Print label and securely pack your return item(s), reusing the original packaging or a new parcel. 

Step 5: Attach return label to your return parcel. Post parcel at your nearest post office. Once your return is processed, you’ll receive a confirmation email. Et, voila!

Yes. We accept returns of online orders made through blueillusion.com at any Blue Illusion Boutique within the country of purchase. Online orders cannot be returned to any David Jones Concession store. Orders paid for using Afterpay, PayPal or Klarna cannot be returned in store (i.e. must use Loop returns portal only). Proof of ID must be presented in store and the refund must be made to the original payment method.

While we do not offer exchanges for online orders via post, we can process an exchange in any Blue Illusion boutique within the country of purchase. Note: The item will need to meet eligibility criteria as found within our returns policy.

Returned items are shipped to our warehouse via standard post, with a potential delivery time of up to 7 days contingent on the carrier’s schedule. Once the item/s have been received and reviewed, we will process the refund within 24-48 hours.  

You will receive an email notification once we initiate the refund. Please allow up to 7 business days for the refunded amount to be reflected in your account.  

It's important to acknowledge that during periods of heightened retail activity, Australia Post experiences heightened volume, possibly resulting in delays. 

The most likely reasons for a return not being possible within Loop are that the item is considered ‘final sale’ or the item being returned was purchased outside of the return window (30 days post purchase). If this occurs, ineligible items are greyed out. If there are other issues processing your return, please contact shop@blueillusion.com.

For any purchases made between the 22nd November
and 27th December 2024, Blue Illusion will be extending their
exchange* period until the 27th January 2025.

* Exchanges are offered in Blue Illusion Boutiques only.

To efficiently manage your return and refund, Loop processes the shipping fee at the time a customer prints the return label. As an example, if an item has been purchased for $159.99 and a decision has been made to return this item via post, the refund received will be $150.00.

No. Any item deemed to be faulty or damaged will have the shipping fee waived once the item/s is received and assessed by our online warehouse team. These items can also be returned or exchanged in Blue Illusion boutique free of charge with proof of purchase. Faulty items need to be sent back separately to other items and to ensure the shipping fee is waived, select the return reason “item was damaged when it arrived,” provide a comment explaining the damage item and follow the remaining return steps as normal. If the item is considered ‘final sale’, please contact us at shop@blueillusion.com and we will assist you.

No. If an item is deemed to be incorrect, it can be returned for free by post. These items can also be returned or exchanged in a Blue Illusion boutique free of charge with proof of purchase. Incorrect items need to be sent back separately to other items and to ensure the shipping fee is waived, select the return reason “I received the wrong item,” upload your photo evidence of the incorrect item and follow the remaining return steps as normal. If the item is considered ‘final sale’, please contact us at shop@blueillusion.com and we will assist you.

No problem. If you do not own a printer, simply take a screenshot of the return label, and take it to your nearest Post Office where they can print this label for you.

Unfortunately, we are unable to accept returns on our Final Sale/Clearance/Outlet items due to change of mind, unless deemed faulty. We do not accept exchanges.

We accept returns within 30 days of purchase with the option to return via post
or at no cost in our boutiques, excludes outlet and some sale items. Provided
you have the following:

- Able to provide satisfactory proof of purchase
(order number, original tax invoice).
- Is in a saleable condition.
- Is unworn, unwashed, or unused with all original tags attached and sealed in
packaging (where relevant).
- Is not subject to exclusions outlined below.

Exclusions:

Please choose carefully when purchasing the following merchandise as returns for change of mind reasons will not be provided on: 

• Pierced Jewellery; 
• Beauty & Skincare products; 
• Undergarments; 
• Worn shoes; 
• Altered products; 
• Personalised items; 
• Gift Cards; 
• Face masks 

*Please note that items from the Exclusion List that have been returned to Blue Illusion, will not have their refund processed and will be sent back to the customer. 

For any purchases made between the 22nd November
and 27th December 2024, Blue Illusion will be extending their
exchange* period until the 27th January 2025.

* Exchanges are offered in Blue Illusion Boutiques only.

Click & Collect allows you to order online and pick up your purchase free from your nearest Blue Illusion boutique.

We will send you a Ready for Collection email when your order is ready. 

See store opening hours here.

To check that an item is available for Click & Collect select your store from the Product Details page and click on ‘Find In-Store’.

Alternatively, select 'Collect in Store' at checkout and the stores available will be listed.

Click & Collect is currently available in the following Blue Illusion boutiques: Burnside (SA), Canberra Centre (ACT), Carindale (QLD), Hobart (TAS), Kotara (NSW), Merivale (NZ), Remuera (NZ), Southland (VIC), South Perth (WA) & St Ives (NSW).

Unfortunately, you are unable to click and collect from our David Jones concession stores.

You will receive an order confirmation email, followed by a ‘Ready for Collection’ email when your order is ready for pick up. ​

Unfortunately your order cannot be altered once it has been placed. If you no longer want the item, or you need to change the item on the order, your order will be cancelled, and the value of the order will be refunded back to the original payment method.

Step 1. Browse products and check availability in your nearest Blue Illusion boutique.​

Find your product, click "Find In-Store', select your store and check availability.​

Step 2. Add to bag and proceed to checkout.​

Add the products to your shopping bag and make sure you select ‘Pick Up’ from the Checkout page before proceeding to checkout.​

Step 3. Choose your store and complete your order.​

From the checkout page, select 'Collect in Store', choose the store where you’d like to pick up and complete your order. Please note, you'll only be able to see the Collect in Store option when all the items you have added to your shopping bag are available at the same store.​

Step 4. We’ll confirm your order.​

Once you’ve placed your order, you’ll receive a confirmation email. You will also receive an email when your order is ready to collect. Please check our store locator for opening hours of your chosen store.​

Step 5. Pick up your order.​

Now all you have to do is collect your order. You will need to present a copy of your Click & Collect confirmation email printed or on your mobile.​

Click & Collect orders will be kept for 7 days from the day you’ve placed your order. After 7 days we will contact you to find out if you'd still like to collect your Blue Illusion products or arrange a refund.​

On desktop, you can log in to your online account at any time by selecting the person icon which is found in the top right-hand corner of your screen.

On mobile, you can log in to your online account at any time by selecting the menu drop down and then by selecting Account / Sign Up which is found near the bottom of your screen.

To update your email address or other details, simply log into your customer account and go Overview or Addresses. You will be able to select and edit your account information as required.

You can reset your password by clicking on your account login and selecting Forgot?.

You will then be sent an email with a link to create your new password.

To request access to review your full purchase history please contact our Customer Care Team. They will be more than happy to assist.

Please note that before providing this information we need to have proof that the customer is the person who purchased the product. You will be asked to provide proof of identity.

We accept Visa, Mastercard, Amex, Google Pay, Apple Pay, Paypal, AfterPay, Klarna (AUS), Laybuy (NZ) and Shop Pay.

At Blue Illusion, your personal online security is important to us. We use the latest SSL encryption technology to safely transmit your personal and credit card information.

All orders are processed through a secure checkout system provided by Shopify Payments.

Additionally, for your safety and protection, we do not store any cardholder account data. All credit card payment service are secure and are handled by Shopify Payments.

Reserve in Store is a service we offer on the product page of our website, which allows you to put an item "on hold" at your preferred boutique.

A reservation appointment is made for either same day or next day, where you will go into the store and try your item.

When a size is selected on our product page, a "Find in Store" box will appear. If you have previously used this function, a store will be listed and it will tell you whether the item is available at that particular location. If this is the first time using Find in Store, it will prompt you to search a suburb or postcode, and then show results for our closest store locations.

Where an item is available at your chosen store location, you will see a "Reserve Now" button. Once you click the button, a pop-up will appear and prompt you to fill out your details and select the in-store appointment time.

Products can be reserved from any of our boutique locations. This service will not be available from David Jones concessions.

It is free to reserve an item and there is no obligation to buy when you come into store for your reservation appointment.

Only full price styles will be available for reservation.

There is a limit of 1 item per reservation booking. If you wished to reserve multiple items, this would need to be done under separate bookings.

Our store team will receive a notification of the item you wish to reserve. If the item is available, they will accept the reservation and you will receive a confirmation email that booking is approved.

If for some reason the store is unable to supply the item, you will be notified via phone and email.

If you are unable to attend your booking time and did not notify the store team, your booking will expire and the reserved item will be placed back on the shop floor.

When you place a reservation, you will select a 3 hour timeframe either on the same day or next day, where you can come into store to try or buy your item.

The reservation ends once the booking time has finished.

For example, if you reserve an item for Tuesday 10:00am - 1:00pm, your reservation will be held until 1:00pm.