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.

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.

If you wish to return an item, please contact our Customer Care team at shop@blueillusion.com

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;
• Sale 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. 

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.