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 care team who can assist you.


What are your Customer Service opening hours?

Our Customer Care team are available Monday - Thursday 9am - 5pm, Friday 9am - 4pm AEST (excluding public holidays). Please note during busy sale periods we may take slightly longer to respond.

Our phone is currently unavailable. All enquiries will be answered via email or live chat. For email, please send your enquiries to and we will answer you as soon as possible.

How can I find my local Boutique?

We have temporarily closed our Boutiques and concessione across Victoria due to COVID-19. New Suouth Wales and New Zealand are on track to open Monday October 11th. To keep up to date with store hours, you can check our store locator here.

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

Please contact customer care to assist you.


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?

Our Customer Care team are available to answer you on live chat Monday - Thursday 9am - 5pm, Friday 9am - 4pm AEST (excluding public holidays).

How do I use a promo code?

At the checkout insert the valid code into the 'promo code' section and apply. For any issues please contact our customer care team.


How do I use a gift card or credit note?

At the checkout insert the valid code into the 'gift card' section and apply. For any issues please contact customer care.


What payment methods do you accept?

We accept most major credit cards, PayPal, ZipPay & Afterpay.

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 and we can confirm your account details with you. 


Duties & Taxes for NZ

The order total presented at checkout is inclusive of NZ GST of 15%. Deliveries to NZ are Delivery Duty Unpaid (DDU). Duties and taxes will be payable upon your order arriving in your country. This is noted in the checkout process, presented as a checkbox in Terms & Conditions.

We are unable to estimate the amount of duties and taxes your order will incur, as these charges are imposed directly by your local customs. Payment of these is necessary to release your order from customs. For more information contact your local customs office.

Can I track my parcel online?

You can locate your tracking code on your Shipping Confirmation that will be sent to you via email.

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 online with the tracking number provided in your shipping confirmation email.

Due to the current volume of orders, please expect up to 72 hours from the time of your order for it to be dispatched. 

Can I return Final Sale items?

Please consider Final Sale purchases carefully as items marked as "Final sale" cannot be returned or exchanged (subject to the Australian Consumer Law). 

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 the filled out returns form, then 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 currently accept refunds on all full price items returned to the eBoutique within 30 days of receipt. Your original payment method will be refunded. Please note sass & bide do not refund any taxes & duties paid by the customer. Please refer to our updated Returns Policy.

Can I return a sale item?

Yes, we currently offer Online Credit or an exchange on sale items returned to the eBoutique after placing a returns request within 30 days of receipt. Please refer to our updated Returns Policy.

Items marked as "Final sale" cannot be returned or exchanged (subject to the Australian Consumer Law).

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