FAQs

Shop Online

1. How do I order online?

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.

2. What size should I choose?

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.

3. Has my order been successful?

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.

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

4. Can I change my order?

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.

5. Why was my order cancelled?

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.

6. Can I opt out of emails?

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.

Delivery

1. Where is my tracking information?

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 website.

2. How long will delivery take?

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.

3. How much will delivery cost?

Australia

Free Standard shipping for orders over $40*.

$9.99 for orders under $40.

New Zealand

Free Standard shipping for orders over $40*.

$9.99 for orders under $40.

 

4. My shipping address is incorrect on my order, how can I change this?

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.

Returns

1. What is Loop and how do I use it?

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 [email protected]. 

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. 

2. Can I still return my items for free?

Yes, you can. Any allowable item

(as per our returns policy) purchased through our website can be returned

free of charge at any of our Blue Illusion Boutiques within Australia provided you present proof of purchase. 

3. Can I return online orders in a Blue Illusion boutique?

Yes. We accept returns of online orders made through our website at any Blue Illusion Boutique within the country of purchase. Online orders cannot be returned to any David Jones Concession store. 

4. I would like to exchange my item(s). How do I do that?

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.

5. When will I receive my refund?

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. 

6. My item(s) are damaged. Do I still need to pay for a return?

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. 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. 

7. I received the wrong item. Do I still need to pay for a return?

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. 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. 

 

8. What if I do not have a printer to print my return label?

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.

Payment

2. Is it safe to use my credit card online at Blue Illusion?

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.