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FAQs

HOW DO I MAKE A PURCHASE?
To make a purchase online, select the category you would like to shop from on the left hand menu. Once you have found the item you would like to purchase select your size, the colour and simply add it to your bag. Once you have finished shopping, you can check out by clicking on the bag at the top of the screen and then follow the directions through checkout.

If you require any further assistance, please contact Customer Care;
P. +61 (0)3 9826 5977
E. customercare@scanlantheodore.com.au

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
We do require you to set up an account to place an order as it will enhance your shopping experience at Scanlan Theodore. By setting up an account, you will have access to the following benefits;
 - Checkout faster with your saved details
 - Track your order status and deliveries
 - View your order history
 - Add items to your Favourites
 - Request and manage returns

HOW CAN I CHANGE MY ACCOUNT INFORMATION?
To change your account information, log in to your account, select the section that you would like to change and then click on ‘edit’. Once all of the changes have been made click on ‘save’ to apply the changes to your account.

I'VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?
To reset your password, click on ‘forgot password’ on the sign in page and enter your email address. We will send you a link to reset your password.

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept PayPal.

CAN I USE A CREDIT NOTE ONLINE?
Due to security reasons, we do not accept credit notes online as a payment method and they can only be refunded in store at one of our boutiques.

CAN A GIFT CARD THAT WAS PURCHASED IN STORE BE USED ONLINE?
Gift cards that were purchased in store cannot be used online. Gift cards purchased in store can only be used at our boutiques.

HOW LONG DOES DELIVERY TAKE AND HOW MUCH DOES IT COST?
Delivery within Australia to metropolitan areas and capital cities is overnight, Monday – Friday and is a flat rate of $10. Delivery internationally can take between 1-7 business days and is a flat rate of $35. If you place your order before 2pm AEST on a business day, your order will be dispatched that business day otherwise it will be dispatched the following business day.

For more information on delivery, please click here

WILL I HAVE TO PAY DUTIES AND TAXES ON MY ORDER?
Depending on the destination country, you may be required to pay duties and taxes on your order. It is the responsibility of the receiver to pay for any applicable duties and taxes, not Scanlan Theodore. Please contact your local customs offices for more information regarding taxes and duties.

HOW CAN I TRACK MY ORDER?
For Australian orders, you can track your order by entering your tracking number into the Track & Trace area on the Statrack website. For International order, you can track your order by entering your tracking number into the Track your Shipment area on the DHL Express website.

WHAT IS YOUR RETURNS POLICY?
Please click here for our returns policy.

HOW DO I RETURN AN ITEM?
Please click here for our directions on how to return an item.

CAN I RETURN AN ITEM THAT WAS PURCHASED ONLINE INSTORE?
All items purchased online must be returned online by logging in to your account. We cannot accept returns for online items instore. 

HOW LONG DOES A REFUND TAKE?
Once you have returned your item(s) to us, please allow up to 5 business days for us to process your return. Once your return has been processed and meets our returns policy, it will be approved for refund. Depending on your financial institution, please allow up to 3 business days for the funds to appear in your account.

Please note, only the value of the item(s) returned excluding any discounts is refunded, no costs associated with the order, including shipping, are refunded.

DO YOU OFFER LAY-BY?
Unfortunately, we do not offer a lay-by service online. If you would prefer to lay-by an item, please visit one of our boutiques.

CAN A GIFT CARD PURCHASED ONLINE BE USED IN STORE?
Yes, the receiver of the gift card can use the gift card both online and in store at our boutiques.

WHERE ARE YOUR BOUTIQUES?
For all boutique addresses, phone numbers and hours, please click here

HOW DO I PURCHASE AN ITEM NOT FEATURED ON THE WEBSITE?
If you have seen an item in one of our boutiques that is not available online, please contact Customer Care;
P. +61 (0)3 9826 5977
E. customercare@scanlantheodore.com.au