Our Returns Policy
We know shopping online can be tricky, and no matter how hard we try to describe things accurately sometimes things just don't suit! Therefore, we offer refunds for change of mind on all full price items purchased online. Full details below:
Policy for Online Purchases
FOR ONLINE ORDERS**:
Full Price items:
- Refund to your original payment method or
- Store credit
- Exchange not currently available (please see FAQs below)
Sale items $100 or over:
- Store credit only
- Not eligible for exchange
For sale items under $100 or sold under Flash Sale conditions:
- Not eligible for change of mind refund, return or exchange. These sales are final.
**This policy does not apply to faulty items, which are eligible for return regardless of item price. Please see 'Faulty Items' tab below.
Policy for In-Store purchases
**FULL PRICE ITEMS - Exchange or store credit (valid 1 year) within 7 days only, no refunds
**SALE ITEMS - all sales are final, no refund, exchange or store credit.
We understand some people have health reasons that make it hard to try things on in store, in these cases we are happy to be more flexible with returns, please discuss this with our staff if you need special consideration.
**This policy does not apply to faulty items, which are eligible for return regardless of item price. Please see 'Faulty Items' tab below.
Faulty Items
In the unfortunate case you have received an item you believe to be faulty, please don’t hesitate to contact our Customer Service team at customercare@impulseboutique.com.au or phone +618 8239 0793 during business hours for advice on how we may assist you.
We recommended sending a photo of the item showing the affected area to customercare@impulseboutique.com.auFaulty items will be assessed by our team and we will repair, replace or refund on a case-by-case basis.
We follow the ACCC guidelines and reserve the right to repair if possible in line with our sustainability values.
Store Credit Terms
- Store credits are valid for 12 months from the date of issue.
- Store credits can be redeemed online or instore, but they do not automatically cross over. Please contact us if you have an instore credit you wish to use online, and vice versa.
- Store credits with unused balances at time of expiry cannot be extended or exchanged for cash or any other form of credit.
- Store credits cannot be used to purchase gift cards or digital vouchers.
Please Note:
- Items received outside the 14 day return window may be rejected and posted back to you at your cost. Please try your items on as soon as you receive them and send them back asap. If you purchase an item while you are away and this forces you outside the return window, unfortunately the 14 day window still applies so please choose carefully.
- Reasons that a return may not be accepted include but are not limited to, makeup or tan stains, or fragrance from perfume, body lotions. Items must be returned in their original packaging with all original tags attached, including the return tag and swing tags. Once these tags have been removed, the garment is no longer returnable.
- We can only offer refunds to your original payment method
- The purchaser is responsible for the cost of returning the goods to Impulse. We recommend using our "Easy Returns" portal where you can easily purchase tracked express postage online, print it yourself or get it printed easily at a Post Shop and drop your parcel in approved street post boxes or post shops.
- We cannot be responsible for goods damaged or lost in return transit
- Please retain the postal receipt so you can reference the tracking number to confirm the return of your items to us.
- We do not accept returns on earrings or masks due to hygiene reasons
REPEAT RETURNS
We offer a flexible returns policy to allow you to shop with confidence. We do monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to account limitations or future orders being refused.
CONSUMER GUARANTEE
All purchases made either via www.impulseboutique.com.au or through any Impulse Boutique in South Australia are covered by consumer guarantees and rights under Australian and New Zealand Consumer Law.
If you believe your purchase is faulty, you may be eligible for a refund, replacement, or repair. All items must be assessed either via our Customer Care team, or an Impulse Boutique store to determine an appropriate remedy.
We recommend choosing carefully to avoid disappointment, so please get in touch at customercare@impulseboutique.com.au if you have any questions regarding sizing. Any items returned outside the return period, or in a condition that indicates being worn or washed in any way, including make-up marks, will not be accepted for return. Impulse Boutique reserves the right to reject items that do not comply with the above conditions and will return the item to sender.
How to Return an Item
Fill in your Return Form
You'll receive a return form in your parcel, just fill in your order number, tick the items you're returning and select your preferred money back method (refund / store credit valid 1 year). **If this page is not included in your return parcel, we cannot readily identify you and therefore will take longer to process your return. Priority is given to returns that include all requested information.**
Can't find your return form? Download one here
Check you meet the return criteria
Check that your items are:
- in as new condition with all tags attached
- delivered to you less than 14 days ago and
- if you want a refund, please ensure your item(s) was purchased at full price online.
- Sale items are not refundable, please read the policy above for return options on sale items.
Bag it up
Hopefully you kept the bag your order was posted in, as this is re-usable for any return items! Please neatly fold your garments, wrap in the original tissue if you still have it, and seal securely in a bag or box. Please ensure your garments are protected from the elements and/or heavy handed postal workers within their parcel, as we cannot take responsibility for items damaged in transit to us.
Print your own AusPost postage label (below) or address the parcel by hand to:
Impulse Boutique Returns
127 Melbourne St
North Adelaide SA 5006
Print your own AusPost label at home (optional)
If you'd rather skip the post office trip, visit our returns portal and enter the email address used to place your order then complete the fields to submit your return. You'll enter your credit card details to purchase postage for your return, this is a flat rate for express post which is comparable with what you'd pay at the Post Office. Once submitted, you’ll be emailed your unique barcode or printable postage label, depending on which you select.
Once you've downloaded your label, print your label at home and lodge your return in a Street Posting box OR take your return and barcode to your nearest Australia Post Collect & Return location (those marked with a printer symbol on the map) and they’ll print it for you. Choose to drop your return at any Post Office, Street Posting Box, or selected retailers including supermarkets and pharmacies
And then you wait!
Once your return is on the way, wait for it to be delivered to us (keep track using your AusPost tracking number) and then we will process the return and any refunds/store credit applicable within 3 business days.
Please allow us a little time to process these before you worry, we are a very busy and very tiny team - returns are checked and processed every second week day.
Returns FAQs
Can I exchange my order?
Unfortunately we are unable to offer exchanges at this stage, we have found we do not have the capacity to manage exchanges, they require a lot of manual admin which is prone to human error. If you need an exchange, please order the new item separately and request a refund for the returned item.This means you get your new item sooner, as we don't need to wait for your return to come back before sending the new order.
How long does it take?
We aim to process your refund within 2-3 working days once your item/s has been received, we are not always able to get to it as soon as your parcels are delivered, thanks for your patience with this small team of multi-taskers!
Can I return my order in store?
Online orders can be returned through our Impulse Boutique / Lumiere Collective retail stores, but store staff can only process exchanges or store credit on the spot, refunds will be slightly delayed as they must be processed at our main office.