DO YOU OFFER CLICK AND COLLECT?
We offer a click and collect service from our Frankston Warehouse - this is NOT a store and returns/exchanges are strictly NOT accepted in person/warehouse. Any returns must be correctly followed via our online application process & MUST be sent back via postal service. We are not a retail store and and our warehouse is not manned for in person returns, they will not be accepted.
Our click and collect service is available for collection MONDAY - FRIDAY 11am - 3pm (Excluding Public Holidays & some dates over XMAS BREAK - please check information on our website during this time). Orders are ready within 4 hours of placing an order during these times. You will be notified when your order is ready for collection via email.
I HAVENT RECEIVED A TRACKING NUMBER FOR MY ORDER AND IT HAS BEEN A FEW DAYS SINCE PLACING?
Please firstly double check your method of shipping you selected at the checkout on your order confirmation. Standard shipping is 3-5 Business days dispatch and Express Shipping is same day dispatch if placed before 2pm and 1 business dispatch if placed after 2pm.
If you have acknowledged your selected shipping method and your order still hasn’t been dispatched within these time frames, please then double check your item does not contain a PRE ORDER item – PRE ORDER items outline a clear dispatch Month in their heading prior to purchasing. Your order will be shipped in entirety once your PRE ORDER item arrives as per our outlined on this item description at the time of checkout and also in our T&CS.
I DIDN’T REALISE MY ORDER WILL BE SHIPPED ONCE MY PRE ORDER ITEM ARRIVES, CAN I GET OTHER ITEMS SHIPPED SEPERATELY?
We do outline on all PRE ORDER items to place a separate order for any in-stock items included in your order that you wish to receive before your PRE ORDER item arrives – If you missed this information, Please email our team to arrange an additional $19.95 Packing, Shipping + Admin Fee to ship any in-stock items in your order separately. An Invoice for this payment will be emailed to you to complete your payment online.
CAN I PLEASE SWAP MY SELECTED SHIPPING FROM STANDARD TO EXPRESS?
Unfortunately once your order is placed we can not alter your selected shipping method on your order. We recommended if you are in a hurry for your item/s to ensure you check out with our EXPRESS SHIPPING option at the time of placing your order.
WHAT HAPPENS IF MY PARCEL DOESN’T ARRIVE OR IS LOST IN TRANSIT?
Please be aware that once your parcels have left our warehouse they become the property of Australia Post. Parcels can be tracked on the Australia Post website using your designated tracking number.
MIRROR MIRROR BOUTIQUE PTY LTD is not legally responsible for any lost or damaged goods however, if your parcel does not reach you within the expected delivery time, we will do all we can to track and try to assist locating your parcel for you. Please contact us by emailing email@example.com all your order details.
HOW DO I RETURN AN ITEM?
We completely understand that sometimes a style may just not be for you, or might not fit exactly right for your desired look. To return an item, please visit our returns portal listed on our website. Please follow the prompts to lodge your return application. Please allow 3 business days for your returns application to be approved – this is not an instant process. You will be emailed instructions to return your item/s within 3 business days. Please make sure you check your junk mail for this return instructions email from us. Please also then allow a few days for your store credit to be processed and emailed to you once we receive your item/s.
I AM TRYING TO RETURN A PRE ORDER ITEM, HOWEVER THIS WAS PLACED MORE THAN 14 DAYS AGO AND OUTSIDE OF YOUR RETURNS POLICY?
Please email our team at firstname.lastname@example.org outlining your full name, order number and item/s you wish to return for store credit and our team will provide your manual details on how to return your Pre Order item/s.
CAN I RETURN MY ORDER IN PERSON?
We do not accept returns at our dispatch warehouse. We have a clear returns policy and procedure as we are no longer a retail store accepting returns in person. We are purely an online boutique and our dispatch warehouse is not manned or equipped to accept in person returns. Unfortunately your return will be denied if an in person return is attempted. Your return must be sent back with a tracking number so you can track your return to ensure we have received. We are not liable for any lost or damaged return parcels.
DO YOU OFFER REFUNDS?
We offer store credit only on all items returned within 14 days of receiving your order in original condition with all tags attached. We are unable to offer a refund unless the claim is in accordance with the fair trade practices act. The item must be returned to us then assessed by the brands manufacturing team to confirm any damage to the item is a manufacturing fault. If item is then recognised as fault it will incur a full refund, otherwise a store credit will be issued. In the event that your goods are not in a satisfactory condition upon you receiving, please notify our team immediately within 24 hours of receiving your order via email. Once your item has been worn/washed a complete manufacturing assessment will be conducted to determine the cause of any claims and if mishandling of the item has occurred a fault claim will be denied and a refund or credit note will not be issued.
CAN I SPLIT MY CREDIT NOTE BETWEEN ORDERS?
Your unique credit code is a once off code that must be used in the one transaction/ order.
CAN I CHANGE MY ORDER AFTER ONCE I HAVE PLACED IT?
Our team work very swiftly to ensure your order is packed and shipped out to you as soon as possible, so we cannot guarantee your required changes will be applied. Orders may be fulfilled before we sight your email. Please follow our returns process once you receive your item/s for which you wish to return and obtain a store credit.
HOW DO I CHANGE MY ADDRESS ONCE MY ORDER HAS BEEN PLACED?
So you can show off your newest style ASAP, we process and pack your order as quickly as possible – this means we cannot guarantee we will be able to change any details on your order, including your address, but we will do our best to help – please email us immediately after placing your order at email@example.com
CAN I CANCEL MY ORDER BEFORE IT HAS BEEN SHIPPED?
You are able to cancel an order prior to it being dispatched for a store credit only. If the order has been shipped, please follow our normal returns application process once you receive you're order.
WHAT DATE WILL MY PRE ORDER ITEM BE DISPATCHED?
We clearly state on all Pre Order items their dispatch month. This is outlined in the item heading as well as the Pre Order item description. We state to allow the FULL month for dispatch, that is until the last day of the specified month. We do not provide updates during the dispatch month – you will receive a tracking number when your pre Order item has been sent.
CAN I CANCEL MY PRE ORDER ITEM?
We like to offer our customers flexibility and choice! You are able to cancel a pre-order purchase prior to it being dispatched for a store credit only. If the item has been shipped, our normal return policies apply.
WHEN DO YOU RESTOCK YOUR ITEMS?
We have restocks landing daily, however we do not have a specific timeframe for when sold out items or sizes will be restocked. Please be sure to subscribe to the back in stock notification on any items you are interested in so you can be first to know when they make a comeback online! Be sure to snap the item up quickly as this restock email will be sent to many customers who have registered for the same item!
I FORGOT TO ENTER MY STORE CREDIT CODE/ OR DISCOUNT CODE AT THE CHECKOUT – CAN YOU APPLY IT FOR ME?
Once your order has been processed, we unfortunately cannot apply your store credit or refund you a partial amount. Please ensure that your code has been successfully applied at the checkout prior to placing your order by entering into the discount code field at checkout and clicking apply. If you forget to enter this time, please save your code for your next order.