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FAQ
My Order
Q: I did not receive a confirmation or tracking email from you.
A: Please be sure to check your junk/ spam folder as these emails may go directly to this folder. If you think you entered the incorrect email address at the checkout, please contact our customer care team and they will be able to update and resend this email for you.
Q: Where can I find my order number?
A: Your order number can be found in your confirmation email and will begin with ‘BB’
Q: Do you have a separate website for NZ or US customers?
A: Yes. If you are based in NZ or USA, you will be redirected to the site dedicated to your location.
Q: How can I cancel my order?
Unfortunately once an order has been finalised, we cannot guarantee that this can be cancelled. Due to the high volume of orders we ship out daily, we work to ensure all orders are packed and dispatched as quickly as possible. You are more than welcome to return your order once it has been delivered.
*If you urgently require a cancellation we suggest contacting our customer care team as soon as possible on +61 413 028 685 or if outside of business hours send an email to info@beginningboutique.com.au with ‘CANCELLATION’ and your order number beginning with ‘BB’ in the subject line as soon as the order has been placed, and we will do our best to accommodate your request. If we are able to accommodate your cancellation request, this will be in the form of a Gift Card (Store Credit) ONLY for you to use on a future order.
Q: I have ordered the wrong item, can this be changed?
A: Unfortunately once an order has been finalised, we cannot guarantee that this can be cancelled. Due to the high volume of orders we ship out daily, we work to ensure all orders are packed and dispatched as quickly as possible. You are more than welcome to return your order once it has been delivered.
*If you urgently require a change we suggest contacting our customer care team as soon as possible on +61 413 028 685 or if outside of business hours send an email to info@beginningboutique.com.au with ‘CANCELLATION’ and your order number beginning with ‘BB’ in the subject line as soon as the order has been placed, and we will do our best to accommodate your request. If we are able to accommodate your cancellation request, this will be in the form of a Gift Card (Store Credit) ONLY for you to use on a future order.
Q: What currency will I be charged in?
A: If you are shopping on our NZ store, the amounts will be shown and charged in NZD. If you are shopping on our US store, the amounts will be shown and charged in USD. For all other orders, as we are an Australian Store, the amounts will be shown and charged in AUD. For up to date currency conversion, please check this link... https://www.xe.com/currencyconverter/ The conversion will take place by your bank after the payment has been processed, so if there are any discrepancies, you will need to raise this with your bank.
Q: Can I change my address?
A: If you have placed your order using the incorrect address, please get in touch with us as soon as possible. Please note we cannot guarantee that any changes can be made to your order. Due to the high volume of orders we ship out daily we work to ensure all orders are packed and dispatched as quickly as possible. You may be able to contact the courier prior to delivery to request any updates.
*If you urgently require an address update we suggest contacting our customer care team as soon as possible on +61 413 028 685 or if outside of business hours send an email to info@beginningboutique.com.au with ‘ADDRESS UPDATE’ your order number being with ‘BB’ in the subject line, and the correct address as soon as the order has been placed, so we can try our best to accommodate your request.
Q: I have received items that I did not order.
A: If you have received an item you did not order, the incorrect size or colour, please contact our customer care team at info@beginningboutique.com.au, including photos of the item(s) you have received, the name of the item you ordered and your order number beginning with ‘BB’.
Q: I am missing items from my order.
A: If you are missing an item from your order, get in contact with our customer care team at info@beginningboutique.com.au, including a photo of all of the items you have received, the name of the item(s) you are missing, and your order number beginning with ‘BB’.
Q: I have received a faulty item
A: If you believe you have received a faulty item, please send photos of the fault and a description immediately to info@beginningboutique.com.au so that this can be resolved as soon as possible.
*Please ensure you have read the product description of each item carefully before purchasing.
Q: How do I apply my store credit/ a promotional code to my order?
A: There will be a ‘gift card or discount code’ box at the checkout that the code can be applied to. Please click apply to ensure that the code is applied to your order before you proceed.
Q: I have forgotten to add my discount to my order, am I still able to apply it?
A: Please ensure that you have applied your discount code to your order prior to proceeding with your order. Discounts/promotions cannot be applied after the order is confirmed, paid, or processing.
Q: My order has been flagged for a security check, is this legitimate?
A: We take a firm stance against credit card fraud. If a transaction is flagged in our system, we reserve the right to conduct any and all security checks to ensure that the owner of the card authorises the transaction. We will always email you from info@beginningboutique.com.au If the requested security check is not complied with, we reserve the right to cancel the order.
Q: Can I be refunded the price difference?
A: Unfortunately if the item you purchased is now on sale, we are not able to refund the price difference for this item. Our prices may change due to promotions according to stock and demand from customers. For more information, please visit here
Q: Do you process exchanges?
A: We are able to offer exchanges on orders that are returned to our warehouse within 30 days of your delivery date.
Exchange orders will be processed automatically once your return shipment has been received by Australia Post. You will not need to wait for your return to reach our warehouse.
Shipping
Q: Where do you ship to?
A: We ship to most international locations!
You will need to enter your address at the checkout to confirm if we are able to ship to your exact location.
Q: How much is shipping?
A: We ship worldwide and provide various shipping methods, for more information you can view more details here.
Q: My tracking indicates that my order has been delivered
A: Your parcel may be automatically left in a safe location, please be sure to check your mailbox and surrounding areas, such as behind bins, under door mats etc, if you reside with other members, have a reception, mailing room or have neighbours closeby please be sure to check with them if they have accepted the parcel on your behalf. If you are still unable to locate your order, please get in contact with the courier as soon as possible, as they will be able to clarify where your parcel has been delivered to and where the driver has left your order. If you are unable to get in touch with the courier company directly, please let us know and we will contact them on your behalf.
Q: When will my order be shipped?
A: We aim to dispatch all orders placed before the order cut off within the same business day! Depending on where you are located and the shipping method you select, the delivery times will vary. Please refer to our Shipping Information page for more details.
Any orders placed after the cut off time slot, over a weekend or on a public holiday are shipped the following business day.
Q: When will I receive my tracking details?
A: Once your order has been dispatched, you will receive an email including your tracking information after 6pm AEST. Please check your junk/spam folder in case it has gone directly there.
Q: How can I track my order once it arrives in my country?
A: For orders shipped with standard international post or express international post, you can track your order via your local postal service once it has arrived into your country for more detailed information (eg. USPS for all US orders). For orders shipped with DHL, you can track your parcel via the DHL website.
Q: What does Return to Sender mean?
A: If your tracking indicates ‘Return to Sender’, this most likely means that the courier has attempted multiple deliveries or your parcel has been awaiting collection from your local post office and is now being returned back to our warehouse.
We will always contact the customer when a RTS parcel is received back into our warehouse. If we do not receive a response for resolution within five (5) business days, we will automatically assume that the customer does not want the parcel re-shipped and we will issue a store credit. You can view more information here!
Q: Will I be charged duties and tax?
A: We ship all parcels from Australia. Unfortunately we do not have any control over your local Customs Authority and any fees that are required to be paid to deliver your parcel are in accordance with your country's Import laws. We recommend contacting your local customs office for more info on customs charges for your country.
Returns
Q: How do I return my order - NZ?
A: We have a hub in Auckland that your parcel can be returned to and you will need to book your return here. We now offer local return postage, so the cost will be calculated and payable online through the return portal.
Once you have lodged your return online, a label will be sent to you via email, please be sure to check your junk folder as these do sometimes go directly there.
Stick the label to your parcel and drop off at the post office or in a post box (more specific directions will be provided to you in the email with the label).
Q: How do I return my order - USA?
A: Once you have booked your return online, a label will be sent to you via email. Please be sure to check your junk folder as these do sometimes go directly there.
Stick the label to your parcel and drop off at the post office (more specific directions will be provided to you in the email with the label).
Q: How do I return my order - ROW?
A: Unfortunately we do not provide free returns for International customers and you are required to cover the cost of return postage back to our Australian address. For more information, visit this here
Q: Can I return more than one order in the same parcel?
A: Yes! Please contact our customer service team with both order numbers and the items you are returning.
Q: How long will it take to process my return?
A: Once your order has arrived back at our warehouse, please allow up to 2-5 business days for your return to be processed. You will receive an email once this has been processed.
Please note that during peak sale periods and public holidays our turnaround time for processing returns may increase due to a high volume of returns being received.
Q: Have you received my return?
A: Once we have received and processed your return, we will be in contact with you via email. Please note we usually ask to allow around 2-5 business days for processing, once your return has been delivered back at our warehouse.
Q: Can I return sale items?
A: Yes, we accept returns on sale items (unless otherwise specified), excluding items that pose a hygiene risk. Eg. piercing jewellery, intimates, g-string bikinis, beauty products, face masks etc
Q: Why have I not received a return label - Australia?
A: If your return label fails to create during your returns process, you can attempt to recreate by updating your address fields on the final page of the return (down the bottom). If this does not work, please contact our customer care team and we can resolve ASAP for you info@beginningboutique.com.au
Q: Why have I not received my return shipping label?
A: Once you have lodged your return your label will be provided on the final page of the returns portal , as well as emailed to you. Don't forget to check your junk folder as this may go directly there!
Q: I didn’t receive a return slip, where can I find one?
A: In an effort to reduce our carbon footprint and in accordance with our sustainability goals, we will no longer be providing paper forms in our outgoing parcels. 🍃 If you are not using a shipping label provided by us, please ensure your name and order number is clearly visible on the return parcel label before sending it back to. us. If you are using a return shipping label that was provided by us, your name and order number will already be printed on the label.
Q: What do I return my items in?
A: You can use the packaging that the parcel was delivered in, if it is in a condition that it can be securely returned, or you can purchase a new satchel from the post office at your own expense.
Q: Do I have to return the gift with purchase?
A: No, this yours to keep.
Q: How do I track my return order?
A: If you received a label from us, your return tracking number will be on the label that you were emailed. If you are not eligible for a return label and have posted your return at your expense, we strongly recommend obtaining/recording tracking on your return parcel, as we cannot check the status of the parcel and process a return without physical goods or proof of delivery.
Sizing/Fit
Q: Are your clothes in AU/US or UK sizing
A: All of our items are in Australian sizing, unless stated otherwise in the product description.
Q: Where can I find the size guide?
A: You can view our size chart here.
As we stock a range of different designers and suppliers, sizing can vary between each brand.
We encourage you to read the garment description and check the size and fit details outlined for each individual product, as the sizing tab is not specific to each product.
Q: How do I convert the sizes?
A: You can view our size chart here.
XXS - 4
XS - 6
S - 8
M - 10
L - 12
XL - 14
XXL - 16
Technical Issues
Q: Can I add multiple discount codes to my order?
A: You can only add one promotional code per order. You can view all of our promotional terms and conditions here.
Q: I can’t log into my account
A: Please get in touch with our team at info@beginningboutique.com.au and we will be able to check if you have an active account.
Q: The website isn’t working?
A: If you are facing any issues with the website, we would suggest clearing your cache/browsing history, then to restart your device. If you are still facing any issues we would suggest switching to another device. Please get in contact with our team if you are still having problems.
Q: How do I access my store credit?
A: Your store credit code will always be sent to you via email, be sure to check your junk folder. If you are unable to locate the email you can contact our team at info@beginningboutique.com.au and we can resend the code.
Q: I no longer want to receive the promotional emails...
A: All you need to do is click on the "unsubscribe" link at the bottom of any promotional email and this will update your preferences.
If you can't see the link, you'll need to access the email on your desktop and click "view message in full" and then a new tab/window will open. The link will then appear at the bottom of the message.
Other/ Misc
Q: How often do you restock items?
A: It varies depending on the item demand, we may not always restock items so if you get in contact with our team at info@beginningboutique.com.au we will be able to confirm if a particular item is being restocked or not, we also cannot provide an exact date for when the garment will be back in stock, so we highly suggest signing up to the restock notification to be notified once an item has been restocked.
Q: How can I be notified if an item is being restocked?
A: If an item is out of stock in a size you are after, underneath where it says "sold out", there should be a pink box that says "email me when back in stock" if you click that, you will need to enter your details and you will be sent an alert once the item is back in stock.
Q: How often do you release new items?
A: We release new items 3 times a week - Monday, Wednesday and Thursday AEST so you will be sure to find something you love!
Q: Can I pre-order or hold an item?
A: We are unable to take pre-orders or put any items aside. If you would like to order an item that is currently out of stock we suggest signing up to the restock notification so that you are alerted once back in stock.
Q: Can I hold items in my cart?
A: If an item is in your cart this will not be held, the garment is not secured until the item has been purchased.
Q: How does the gift with purchase work?
A: You are required to add the gift to your cart, ensuring that no other promotions are being used on that same order and then the item will become free at the checkout.
Q: Why is my discount/ store credit code not working?
A: Please ensure that your order meets the criteria, and the items in the cart are eligible for the promotion. Please see our terms and conditions for more details. The full gift card code will need to be applied at the checkout separately. If you are still having any trouble please send us a screenshot of the page so we can look into the issue for you.
Q: I have not received my discount code yet?
A: Please allow up to 24 hours for the discount code to appear in your inbox and also check your junk/ spam folder as it may go directly there. If you still have not received this, please contact our team at info@beginningboutique.com.au.
Q: I have not received a response to my email...
Due to the high volume of emails received, our team is working as quickly as possible to respond to each email.
Please note - As we work from oldest to newest, sending multiple emails will unfortunately push your email to the back of the queue, therefore taking longer to receive a response from us.
*If you urgently require a response, we suggest contacting our customer care team inside of business hours, as soon as possible on +61 413 028 685