SIZING & STOCK
WHAT SIZE SHOULD I ORDER?
To find your closest size, please refer to our Size Guide page as well as any fit notes listed in the "Garment Measurements" drop down for your chosen styles. Not all styles have a detailed guide and we are here to assist in the absence of a fit guide. Need more help? Chat live (available Monday to Friday 10-4pm AEST) with the JB Team by clicking the bottom right corner of the screen, or contact us at email@example.com
YOU'VE RUN OUT OF MY SIZE - WILL YOU RESTOCK?
While we cannot guarantee a garment restock, we can guarantee to notify you should we recut the item in the future. Go to the product you wish to purchase, select the colour and size and when the style is out-of-stock an email address field will appear. Once you sign up, you will be notified if we recut the style. We cannot answer personalised emails about restock and advise customers to sign up to be notified.
All Jillian Boustred garments are handmade in limited numbers and are not often restocked. We want to ensure each piece you buy is special and available in limited qualities. We would recommend signing up to our newsletter so you are the first to know about new arrivals and special offers. For any styles you are currently loving we highly recommend ordering as soon as possible to ensure you don't miss out.
WHAT IS THE WEDDING EDIT?
For select garments, we offer a bespoke service and can offer stock year round at a custom charge with a longer lead time. You do not have to be a bridesmaid or part of a wedding to order from this service. Please see our Wedding Edit for more information. If you would like personalised help with an order or are unsure how to go about ordering from the Wedding Edit, please reach out to us at firstname.lastname@example.org
ORDERS, PAYMENT & SHIPPING
DO I NEED A JB ACCOUNT TO PLACE AN ORDER?
No, you are able to check out as a guest or you can create an account. The benefits of creating an account are being able to keep track of past and current orders, and an auto-save feature for billing and shipping addresses.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Please allow 48 business hours for all processing of in stock items. Please note any orders placed over the weekend will be dispatched on the next business day. During busy periods, promotional events and sales there may be delays on the dispatch of your order.
WHERE IS MY ORDER?
After placing your order, you will receive a confirmation email followed by a dispatch email detailing your tracking information. Please check your spam and promotions folders if you cannot find your confirmation email.
HOW DOES PRE-ORDER WORK?
Occasionally some garments may be available for sale on our website as a PRE-ORDER. This means that the stock hasn't arrived to us yet, but we are offering it for pre-order to allow you to secure the garment you love. We do this with high demand items to allow us to make responsible production choices by adequately meeting demand. These items will be marked as PRE-ORDER, with an estimated date of arrival listed in the product description. We will get in touch with you should there be any delays in meeting the pre-order estimation date.
CAN I CHANGE MY ORDER?
Our fulfilment team starts processing orders immediately after they are placed and we cannot guarantee that your requested changes can be made to your order prior to shipment. Please make sure you choose your items carefully and add the correct shipping address before placing your order. If you have an urgent change contact our team straight away and we'll try and assist with any change requirements. Once the order has left our studio we are not able to make any changes.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
All product prices are as indicated, and payments made on the Online Store are in AUD currency. GST is included in the product price. We accept payment via PayPal, Afterpay, Jillian Boustred Gift Cards and all major credit or debit cards.
HOW MUCH IS SHIPPING?
Standard AusPost: FREE SHIPPING over $200 or $5 for orders under $200 Express AusPost: $10 flat rate
Standard AusPost: $10AUD flat rate
Express AusPost: $20AUD flat rate
International Standard AusPost: FREE SHIPPING over $500AUD or $25AUD for orders under $500
Express DHL: $50AUD flat rate
Note: Express Services come into effect once order is dispatched. Please allow 48 business hours for orders to be dispatched.
WILL I HAVE TO PAY FOR CUSTOMS AND DUTIES?
We ship from Australia so if you're an international customer you are responsible for customs and duties within your own country. For further information we recommend contacting your local customs office. Jillian Boustred is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.
WHAT ARE MY RETURN OPTIONS?
Please find our detailed returns policy here. Please ensure you have read this before placing an order or requesting a return.
HOW CAN I LODGE A RETURN?
Please lodge your requests online.
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 email@example.com to initiate your return.
Follow the steps online to request your return. Once your return has been created, you will receive an email detailing how to send your item/s back to us, and our returns address.
Jillian Boustred is not liable for the loss or damage of garments in return transit. We recommend using a trackable delivery method and keeping note of your tracking number.
Return shipping and any reverse duties are the responsibility of the customer.
WHEN CAN I EXPECT MY REFUND, CREDIT NOTE OR EXCHANGE?
REFUND: Once your return is received, inspected and has been approved, your refund will be processed and applied to the original method of payment. Please note that refunds can take up to 3-5 business days to appear on your bank statement due to varying processing times between financial providers.
CREDIT: Once your return is received, inspected and has been approved, your credit note will be issued in the form of a gift card via email. It is valid for anything on our website (full price, sale and flash sale) for 1 year. Gift cards cannot be reverted into a refund at any point.
EXCHANGE: Once your return is received, inspected and has been approved, your exchange will be posted to you via standard AusPost. Please allow 48 business hours for exchanges to be processed from the time of acceptance. You will be contacted with a new tracking number via email.
IS THERE ANYTHING I CAN'T RETURN?
Items marked as "final sale - no returns or exchanges" cannot be returned. If a garment is returned despite this policy, no returns process will be initiated. For relevant returns information for other sale or full priced items, please find our detailed returns policy here.
Garments that have been worn or altered in any way will not be accepted as a return.
HAVE YOU RECEIVED MY RETURN?
As soon as we receive your return back into our studio, you will receive an email confirmation. Please allow 3-5 business days for our team to process your return and your accounts to be credited.
WHAT DO I DO IF I RECEIVED AN INCORRECT ITEM?
We endeavour to deliver all orders in a timely and accurate fashion, however sometimes we do make mistakes (we're only human!). Please email us at firstname.lastname@example.org with your order number and style you've incorrectly received. Once we receive your request we will ensure you receive your original order or a full refund.
HOW DO I CARE FOR MY GARMENTS?
To increase the longevity of your Jillian Boustred pieces, we recommend that you follow our care guide.
DO YOU OFFER A REPAIR SERVICE?
To ensure the longevity of garments Jillian Boustred is happy to repair garments over their lifetime. Find out more here.
DO YOU HAVE A GARMENT TAKE BACK SCHEME?
We do! Find out more here.
GIFT VOUCHERS & PROMO CODES
HOW CAN I USE A GIFT CARD/PROMO CODE?
When you're ready to checkout and are looking at the items in your cart, click "proceed to checkout". You will then have the option to add your discount code or promo code to your order. Please note, only one discount code can be redeemed per order.
CAN I COMBINE A PROMO CODE + GIFT CARD?
Yes! You can use a promo code and also your gift card in the same order. Gift cards are a valid form of payment regardless of using a promo code.
HOW LONG ARE GIFT CARDS VALID FOR?
Jillian Boustred gift cards are valid for 1 year from the date of purchase. Electronic gift cards will receive an email notification with a code to use at checkout. We are more than happy to discuss an extension of your voucher if it is requested within 4 weeks of expiration. Please contact us at email@example.com if this applies to you.
WHERE IS MY 10% SIGN UP CODE?
We often find that the sign up code gets lost in your promotions or spam folder. Please ensure you check those folders before reaching out. If you cannot find your code within thirty minutes of signing up, please contact us at firstname.lastname@example.org and we can issue it to you.
STORES & CONTACT
WHERE IS JILLIAN BOUSTRED STOCKED?
Jillian Boustred is carried in select boutiques and leading retailers around the world. To find your closest stockist, see our Stockists page. Our stockists receive select items from our collections and we cannot guarantee they will have a particular style or size in stock.
DO YOU PRICE MATCH?
No, we do not offer price match. All prices are subject to each individual stockist and we cannot match our online prices to reflect an external stockist.
DO YOU HAVE A STORE?
Yes, you are welcome to shop in person at the JB HQ in Sydney subject to our opening hours. Find out more about our studio here.
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 email@example.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.