RETURNS

HOW TO MAKE A RETURN

RETURNS PORTAL

The easiest way to make a return is to use our returns portal.

Please note that if you have purchased a sale item the portal will not work for you, and you will need to contact us at customercare@jillianboustred.com to initiate your return.

EMAIL US

For sale items, please email us at customercare@jillianboustred.com and state:

Order number
Whether you would prefer a credit note or exchange

POLICIES

GARMENT CONDITION

All items must be in their original condition; unworn, unused, unwashed, and are accepted at the discretion of our team (if your order came without a swing tag it is still fine to send back to us!). If your garment is returned despite these conditions your return will be sent back to you at an additional charge.

FULL PRICED ITEMS

Full-priced items are eligible for refund, exchange or 100% store credit. Please note, orders placed with Afterpay are only eligible for a store credit or exchange.

SALE ITEMS

Sale items or items purchased during promotional event are only eligible for 100% store credit or exchange unless they were purchased during a promotional period where a promotion code was applied on top of a sale price.

Sale items purchased during 'Take A Further' sale promotions, where a discount code is applied on top of sale items are not eligible for return, exchange or credit unless faulty.

To return a sale item, please contact our customer care team at customercare@jillianboustred.com

FINAL SALE ITEMS

Items marked as "final sale are not eligible for returns or exchanges. If a garment is sent to us despite this policy, no returns process will be initiated. If you have any questions regarding a Final Sale item please contact our Customer Care team before purchasing.

AFTERPAY

Orders placed with Afterpay are only eligible for 100% store credit or exchange only.

PROMOTIONAL CODES

Orders placed with a promo/flash sale code that discounts the order (excluding our Welcome Sign Up 10% code) are only eligible for 100% store credit or exchange.
Welcome Code
Orders placed with our Welcome Sign Up 15% code will be treated as a Full Priced Item and are eligible for a full refund, 100% store credit or exchange unless purchased with Afterpay.

STORE CREDIT

Store credit is valid for 1 year from the date of issue. You will need to enter the code in your credit email at checkout in order to redeem your store credit.

GIFT CARDS

Gift Cards may not be returned and are valid for 1 year from the date of issue.

DETAILS

RETURNS WINDOW

Returns must be processed within 14 days of purchase. We suggest all items are tried on as soon as they are received to ensure you are able to return items within this window.

SHIPPING

Return shipping and any reverse duties are the responsibility of the customer. The original shipping cost for your order is not eligible for refund.

Jillian Boustred takes no responsibility for missing incoming return deliveries. We encourage you to return your item/s via registered or traceable postal services as return parcels remain the responsibility of the customer until received by Jillian Boustred.

PROCESSING TIME

We endeavour to process refunds daily but please allow up to 3-5 business days for your return to be processed.

You will receive email notification when our team has approved your return request, and again when your return has been processed.

IN-STORE PURCHASES AND RETURNS

Purchases made in store can be returned within 7 days from the original purchase date for refund, exchange, or credit note.

Purchases made online can be returned in person to our Chippendale studio. You can find out studio opening hours here.

FAULTY ORDERS

FAULTY ITEMS

We sincerely apologise for any inconvenience caused by receiving a faulty garment.

We aim to provide high quality garments, but from time to time something may go wrong. We are happy for you to return the item and we will aim to repair the garment as soon as possible. Please contact our Customer Care team customercare@jillianboustred.com with your order number and images of the fault and we will work with you to resolve it. In accordance with Australian Consumer Law, we reserve the right to repair a minor fault or minor problem.

In the case of genuine manufacturing fault we will refund all costs incurred to your original method of payment. In accordance with Australian Consumer Law, consumers must give the supplier the chance to fix the problem. It is at the discretion of Jillian Boustred to:

provide a replacement that is identical, or of similar value
repair the product within a reasonable time, or
give a refund.

The consumer’s rights to a remedy apply to the replacement product in the same way as the original product.

Please note manufacturing fault does not cover the general wear and tear of a garment.

INCORRECT ORDERS

We endeavour to deliver all orders in a timely and accurate fashion, however sometimes we do make mistakes (we're only human!).

If the item/s you received don't match with what you ordered, please contact our customer care team at customercare@jillianboustred.com. We will be happy to arrange an exchange for the correct item and will cover the cost of returns. In the case that this isn't possible, we can offer you a full refund or credit.

REPAIRS

To ensure the longevity of our garments, Jillian Boustred is happy to repair garments over their lifetime. Find out more here.

To increase the longevity of your Jillian Boustred pieces, we recommend that you follow our care guide.

HOW CAN I CONTACT YOU?

Live chat: Chat live with the JB Team by clicking the bottom right corner of the screen. We are available from Monday to Friday from 10:00am to 4:00pm AEST.

Email: Contact us at customercare@jillianboustred.com

We check these regularly and will respond to your query as quickly as we can. If your enquiry is urgent, please pop URGENT in the title so we can prioritise your email.