frequently asked questions
The below FAQ's are some common questions our customers ask when purchasing with us. If you have other questions,
please send them to firstname.lastname@example.org
How can I change or cancel my order?
We are unable to make any changes to an order once it has been dispatched. If your item has not been dispatched, please contact our customer care team at email@example.com.
Can I change my address?
If you have entered the incorrect address, please contact our team as soon as possible at firstname.lastname@example.org If your order has already been dispatched, we cannot guarantee any changes can be made.
Can I pick up my order from your warehouse?
Unfortunately, we do not have a pickup option available as our warehouse is not open to the public.
I have received a faulty item.
Please submit your return through our returns portal and select the ‘Damaged Item’ option to provide photos of the faults you are referring to so we can get this resolved. Please visit our Returns Portal page here.
Please do not return your item/s until the fault has been assessed by our team and a return label has been provided to you.
I have received items that I did not order.
If you have received an item, you did not order or it is the incorrect colour or size, please submit your return through our returns portal and select the ‘Incorrect item received’ option to provide more information so we can get this resolved for you. Please visit our Returns Portal page here.
I am missing items from my order.
If you are missing an item in your order, please get in contact with our team at email@example.com and include a photo and the name of the item you have received and your order number.
Store Credit, Exchanges, and Refunds.
Azzurielle offers a 110% store credit for all customers who request a store credit on return.
Exchanges are treated as requests only, and successful fulfillment is dependent upon
stock availability at the time of processing your return. If your exchange cannot be fulfilled, then you will be automatically issued with a credit note
We offer instant refunds through Refundid and standard refunds through our returns portal.
Please note: When submitting a return through our returns portal, you have 72 hours after submitting your return to make any changes to your return request. Changes will not be able to be made to your return after this timeframe.
To view your return options, please visit our Returns information here.
You have 30 days from the date you received your parcel to submit and dispatch your return.
Can I return my online order instore at Myer?
ALL orders placed online through our website cannot be returned in store at Myer as our systems are completely separate. Please return your order inline with our Returns Policy. To view your return options, please visit our Returns Portal here.
How long do I have to return my order?
All items must be returned within 30 days from the date you receive the parcel. Please visit our
returns policy page here for more information.
Have you received my return?
Once your return has been received to our warehouse, please allow up to 7 business days for your return to be processed.
Can I include multiple returns in one parcel?
We require all returns to be sent individually. This is to ensure parcels are not lost in transit and returns are processed smoothly.
Can I return without my order card?
Yes, if you do not have your order card, please include a written copy of the order number in your parcel.
Do you offer store credits or exchanges?
Yes, we offer both store credits and exchanges. When returning an item, you can opt for a 110%
store credit, exchange, instant refund or a standard refund. To view your return options, please visit our Returns Portal here.
What is Refundid?
Refundid is an Australian based company that offers instant refunds. Refundid lets you access your refund instantly, before you've even sent back your return, at zero cost.
Can I receive a refund to my Afterpay account?
Yes. All refunds are issued to the
original payment method used.
AfterPay will adjust the plan from the final instalments in reverse, so no refund will be issued if there are outstanding
Can I return sale items?
Sale items are only eligible for a credit note or exchange. No returns or exchanges on sale items under $50.00 unless
deemed faulty. All purchases are final. Please choose carefully.
What is the return address?
All customers must submit their return here prior to shipping the parcel back to us.
How long does it take for my order to be dispatched?
Once you have placed your order, we here at Azzurielle will work tirelessly to get your order to you as soon as possible. Orders placed before 3pm (AEST)
Monday to Friday, where stock is available at our online warehouse, will be dispatched the same day.
PLEASE NOTE: DURING PEAK TRADING TIMES/SALE PERIODS TIMES MAY BE EXTENDED DUE
TO AN INCREASE IN DEMAND.
How much is shipping?
For all shipping information, please visit our Shipping page for more information here.
Why has my parcel been returned to sender?
If your order was returned to sender, it is likely due to an undeliverable address or incorrect address. Once your RTS parcel has been received at our warehouse, we will contact you to confirm your shipping details to have it resent back out.
Why is my discount code/ voucher not working?
If your discount code is not working, please check if it is due to one of the below reasons:
I have not received my discount code.
Please allow up to 24 hours for the discount code to appear in your inbox and make sure to check your junk/spam folders. If you still have not received your
discount code, please get in contact with our team at firstname.lastname@example.org.
How can I use a store credit / discount code?
To redeem your discount code or store credit, enter the code in the discount box at checkout. Please note, only one discount code
can be redeemed per order.
Any relevant shipping costs will not be covered by Azzurielle.
Can I combine or add multiple discount codes to my order?You can only use one discount code per order.
How do I access my store credit?
Your Store credit code is sent to you via the email address associated with your order. Please make sure to check your
junk/spam folders. If you cannot locate your store credit, please get in contact with our team at email@example.com.
How can I be notified of an item being restocked?
Simply click on the size and colour you are wanting to be notified about. A box will
pop up, you can enter your email and click ‘NOTIFY ME’. Once the items are back in stock you will be the first to know!
Where can I find the size guide?
You can view our size chart here. You can also use our “find my size” tool which appears on each product page to receive your personalised size recommendation.
For fit information on specific products, please refer to the 'product description'
section on each product page.
Is Azzurielle stocked at your Pilgrim Myer stores?
Azzurielle is stocked in selected Pilgrim Myer concession stores. We suggest calling your local store to see if they stock Azzurielle or contact firstname.lastname@example.org with your closest Pilgrim Myer Stores and our team can go ahead and check our in-store stock levels for you.
You can view a list of our Myer Concession stores here.