Frequently Asked Questions

I'm unsure which size to choose?

Check out the size guide for the garment you are interested in, or contact our Customer Service team at or on 1300 131 195.

What are your Customer Service opening hours?
Our e-boutique customer service team are available Monday to Friday, 9am to 5pm Australian Eastern Standard Time (excluding public holidays). Please note during our busy sale periods we may take upto 2 business days to respond.
phone: 1300 131 195 or +61 2 9317 6770
How can I find my local Boutique?

We currently have boutiques in Australia and New Zealand. To find your local boutique, visit our Store Locator here.

How can I buy a gift card?

To purchase a gift card, please contact your nearest store. We are currently looking to launch online gift cards within the next few months of 2017.

The item I wanted is now out of stock, what can I do?

Please contact Customer Care here, and we can check product availability at your local boutique.

How can I find out about upcoming promotions?

Register an account with us here. By registering, you can choose to receive news and promotional updates, as well as check out faster, view your order history, and create a wishlist.

What are your Live cHat hours?
Have a question about a product or shopping with us & need a quick response? Our Live Chat customer service team are available Monday to Friday, 9am to 5pm Australian Eastern Standard Time (excluding public holidays).
How do I use a promo code?

In your shopping cart, insert the valid code into the 'promo code' section and apply. For any issues please contact our Customer Service team at

What payment methods do you accept?

We accept most major credit cards, PayPal & eBoutique gift vouchers.

Can I change or cancel my order?

Unfortunately once your order has been placed, we are unable to make any changes. We are unable to cancel your order after it has been dispatched.

Do I need to register an account to place an order?

You can either register for an account with us, or check out as a guest.  We recommend registering an account for faster checkouts, viewing your order history, and receiving news and promotional updates. Register for an account here.

I placed an order and didn't receive a confirmation email?

Please contact Customer Care here, and we can confirm your account details with you. 

Can I track my parcel online?
Once your order has been dispatched, you will be able to track your parcel via DHL Express. You can locate your tracking code on your Shipping Confirmation that will be sent to you via email.
Do you deliver to PO boxes?
Unfortunately, we do not deliver to PO Boxes or Parcel Lockers. 
Do you ship internationally?
We currently only ship to Australia, New Zealand, United States & United Kingdom addresses. Join our database to be notified when we launch other destinations.
How long does delivery take?
After you have received your shipping confirmation email, please allow 2-5 business days for delivery, depending on your location. You can track your delivery through DHL, with the tracking number provided in your shipping confirmation email.
How do I return/exchange an item?

Please email to request a returns authorisation number (RA#). Returns will not be accepted without appropriate paperwork and a RA#. Please enclose a copy of your original invoice and fill out the returns form sent with your original order. Please ensure you indicate if you would like a refund, exchange or credit note. You can send your item/s to the below address:

sass & bide eBoutique Returns
Order #______
Studio 5, 32 Ralph St
Alexandria NSW 2015
Do you accept refunds?

Yes, we accept returns on all full priced items returned to the eBoutique within 14 days of receipt. Your original payment method will be refunded. Please note sass & bide do not refund any taxes & duties paid by the customer. 

Can I return a sale item?
Sale item purchases are final, and we cannot accept refunds or exchanges on sale items, unless they are faulty, or wrongly described.  
Can I return my online order to a boutique?

Unfortunately, online orders are not able to be returned to a boutique. Please see our Returns Policy here