We have put together some answers to your most common questions. We hope this section provides you with all the information you need, but if you still need to get in touch drop us a line through our email contact@luxetteboutique.com or fill out the contact form on our Contact Page

We will be always updating this page, so keep checking back as needed.

How do I check the status of my order?

Log in to your account to check the status of your order and track your parcel using the consignment number that was emailed to you or added to the NOTES section of your account. This number is automatically added once your parcel has been dispatched. We use DHL Express and Australia Post Express.

Will my package arrive in time for my event?

We will take all necessary measures to ensure that your parcel is dispatched to you in time for your event date. Help us out by always including the date of your event in the NOTES section at the checkout, or email us with the dates and your order number. This will ensure that we can give you a more personalised delivery estimate for when you can expect to receive your package.

 

I want a refund

We will work with you, one on one to ensure the perfect fit. Please take the time to read the store policy’s terms and conditions to see if you are eligible for a refund if your case meets the outlined criteria.

How long does a refund take?

Refunds are processed once a week by our accounts department and can up to 7-14 business days to reflect in your account.

In the event of disputes and chargebacks, the general period for a refund to be finalised by the merchant is 90days and this is outside of our control.

How long does a product exchange take?

While we pride ourselves on processing your exchanges quickly, sometimes there are unexpected delays. Please allow 1-2 weeks.

Can I get a discount on buying 2 or more items?

It doesn’t hurt to ask! Please get in touch via our contact form and we will be happy to work something out for you if you’ve purchased an eligible product.

What are your Bridesmaids packages?

You can save with Luxette Boutique when you purchase your bridesmaids dresses and gowns with us. We offer discounts on purchases of 3-4 items, 5-7 items and 8 or more.

We can arrange fittings, measurements and exchanges without you and your ladies having to leave your homes.

Please get in touch via our contact form and leave your contact number, a representative of our Bridal team will be in touch to work out the finer details.

Are your garments authentic?

Yes! We are authorised resellers of the brands in our store and we have an excellent relationship with them. We do not sell copies or cheap knock offs of their styles.

What should I do if my item is faulty?

Let us know immediately via email contact@luxetteboutique.com
Please read the terms and conditions outlined in our Store Policy

Do I need to create an account when I purchase?

When you create an account, you are able to track your item and manage your purchases. We are then able to credit to your account accordingly, and with an account you immediately become a member of our loyalty program and can gain points to receive 50% off of your cart.

But don’t worry, we won’t be sending you spam, bulk newsletters or any of that junk. We don’t like doing it and you don’t like seeing it!

What is the international exchange rate?

We charge you for your order in Australian dollars. Your card provider will apply the exchange rate when your card is charged. There are many websites available on the internet that will allow you to quickly process the value of your order in AUD to your local currency.

I purchased an item that is out of stock and I'm very upset 🙁

Uh-oh! We are so sorry that happened.
Sometimes there are things that happen which our outside of our control. You can either leave your purchase as is if the item is eligible for back order, keep it as store credit and purchase some other goodies or we can offer you a refund.

My package arrived and it's the wrong order

The process to rectify this unlikely incident quickly is as follows:

  1. Please email CLEAR photos of the items you received to contact@luxetteboutique.com.au and include your Order Number in the SUBJECT HEADER
  2. A return address will be emailed to you, it is the customers responsibility to ensure that a tracking number is provided in order for us to track and locate your package
  3. Once received and assessed we will immediately dispatch the correct item to you at no extra charge

While we understand that an unlikely incident such as this is very stressful, please assist us in following these steps to ensure that we can get your correct item out to you as soon as possible! Failure to do so will result in delays in dispatch.

All items must be returned in their original packaging, with their original labels, unworn and unopened.

When will you restock an out of stock item?

If you are interested in an out of stock item, just shoot us an email via our contact page and we will be able to let you know.

You can also enter your email address on the product page to be notified when the item comes back in stock.

What is BUY NOW, PAY LATER?

Australian and New Zealand customers can benefit from our online lay-buy payment options with our affiliates ZipPay and AfterPay.

Simply choose either at checkout and follow the simple steps to creating your account.
Your first payment will be deducted immediately and the subsequent payments automatically as per your arrangement. Please keep in mind that these deductions are automatic and controlled by ZipPay and AfterPay’s automated payment plan system.

Once your first payment is cleared we will then dispatch your order.
Continue to make payment plans as usual.

At this stage these services are not available to US and International customers but we are working hard with other merchants to allow these facilities to become available in the near future.

Check out ourPayPal Lay-Buy for all International customers!

Why is my package being sent from China?

Luxette Boutique connects you with all of your favourite brands.

We have 3 Luxette Boutique Factories in China, a warehouse in Brisbane, Sydney and Melbourne. If you’re receiving your package from China then we’ve had your order shipped express from our international factory to avoid delays.

Why can't I pay with PAYPAL?

Unfortunately due to PayPal’s unethical behaviour and treatment of their sellers and lack of seller rights and in a lot of cases, unjust rulings of their buyers we’ve had to make the decision to cease trading with PayPal.

PayPal do not have strong enough policies in place to protect small businesses from fraudulent scammers and nor do they have a common sense process to be able to award all their buyers equally.

We use STRIPE for all of our card payments, AfterPay, ZipPay, and POLi (for quick and easy direct transfer). We do not store any of your sensitive credit card information, Luxette Boutique uses a very high encryption service and SSL certificate to protect you and your privacy.