FAQs

Step One

Select the item(s) you wish to purchase and add to your basket.

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 an 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.

All orders that have been placed successfully will receive an email order confirmation shortly after being received.

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

Alternatively, if you believe you have not received a confirmation email, please contact our Customer Care team at shop@blueillusion.com or 1800 208 205 (or 0800 208 205 for international customers).

You can also contact our team on live chat from 8:30am - 5:00pm every weekday. 

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 opt out of emails, we won’t be able to keep you up to date with exclusive offers and new collection launches. We'd love to keep in touch, however 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.

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.

Your tracking information will be emailed to you when we dispatch your parcel and you can track this by clicking on the provided link or by pasting it into the “track order” function on the carriers website.

We aim to dispatch your order within 24 hours, however this may be affected during promotional periods.

After your order has been dispatched by our warehouse, delivery times will vary depending on the delivery speed you choose, and where you’re located.

Australia

Approximately 5-7 Business Days from dispatch.

New Zealand

Approximately 5-10 Business Days from dispatch.

Australia

Free Standard shipping for orders over $150*.

AUD$9.99 for orders under $150.

AUD$14.99 for all Express Orders.

New Zealand

Free Standard shipping for orders over $150*.

NZD$9.99 for orders under $150.

International

To organise an international order, please contact our customer service team on 1800 208 205 or shop@blueillusion.com to receive a quote on your shipping fee.

Please note that all prices are displayed in Australian dollars, including GST. For goods to be shipped internationally, prices do not include relevant overseas customs duties and/or taxes that may incur. Please check with your local customs office for further information.

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.

We accept returns and exchanges within 30 days of purchase on full-price and sale items, provided you have the following:

• Proof of purchase (order number and original tax invoice)
• Garment/s are in their original condition, unworn, unwashed and unused with original tags still attached.
• The item must not be an item listed on the exclusions listed below.

Unfortunately we are unable to accept returns or exchanges on our Final Sale/Clearance/Outlet items due to change of mind, unless deemed faulty. 

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.

Returns for orders placed in Australia only can be completed through our online portal.

Submitting your return

Step 1: Click here to start the return process.

Step 2: Enter your order number and email address.

Step 3: Add the item(s) you want to return by clicking on the item(s). Eligible items will show as white. Ineligible items are greyed out.

Step 4: Choose the reason you are returning the item(s).

Step 5: Follow each of the next steps as prompted to complete the returns process.

Step 6: Pack your item(s) with tags still attached, fix the Reply-Paid label to the parcel, and take it to any Australian Post Office.

Australian Return Address: Blue Illusion Returns, 61 Grange Road, Cheltenham VIC 3192.

Please keep your return reference number as this can be used to track your return via AUSPost.

For our New Zealand customers, please complete the Returns form enclosed with your order and take your parcel to any NZ Post Office using the provided Reply-Paid label.

New Zealand Return Address: Freepost Authority 245275, Blue Illusion Returns, Private Bag 28911, Remuera, Auckland NZ 1541

All returned items are sent back to our warehouse via regular post which can take up to 2 weeks depending on Australia Post.

Once the item/s have been received, we will then process your refund.

You will receive an email letting you know when the refund has been made. Please allow 5 business days for the refund to appear in your account.

You can return or exchange your online purchase in person along with the presentation of your tax invoice at any Blue Illusion boutique.

Please note online purchases made using Afterpay, Klarna, Laybuy (NZ) or PayPal must be returned to our online warehouse, as stores are unable to process these payment methods. 

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 available at all Blue Illusion boutiques.

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.