DO I NEED AN ACCOUNT TO PLACE AN ORDER?
An email address and phone number is all you need to start the order process. We recommend that you register for a Scanlan Theodore account to view your orders, past purchases and save your details to allow for a faster check out in the future.
WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
To re-set your password, click the Forgot your password? link on the sign in page. Please note, for security reasons we are unable to send your old password via email.
HOW DO I CHANGE MY ACCOUNT DETAILS?
You can view past and present orders in your account by clicking the SIGN IN button. If you need to change your account/personal details, please contact Customer Care who will be able to assist you further.
HOW WILL I KNOW IF YOU RECEIVED MY ORDER?
Once your order has been placed you will receive an order confirmation email. If any details on your order confirmation email are incorrect, please contact Customer Care.
WHAT IF I HAVEN'T RECEIVED A TRACKING NUMBER?
If you haven’t received your tracking number, please contact Customer Care who will be able to assist you further.
WHAT COUNTRIES DO SCANLAN THEODORE SHIP TO?
You are currently on our Australian based site, which ships to the following locations:
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Amex, Visa and Mastercard for all online orders.
CAN I MAKE AN OVER THE PHONE PAYMENT?
If you would like to make an over the phone order, please contact Customer Care who will be more than happy to assist you further.
CAN I CHANGE AN ORDER I'VE PLACED?
Customer Care are unable to make changes or exchange item(s) to an order once it’s been placed. If you have ordered an incorrect item, size or colour please contact Customer Care for further assistance.
CAN I RETURN AN ITEM THAT WAS PURCHASED ONLINE, IN STORE?
Full price online orders can only be returned in-store for a boutique credit note or exchange. You must submit your return through the Online Returns Portal to receive an registered #RA Number. All sale orders placed online must come back to the online boutique.
HOW DO I GET AN #RA NUMBER?
An RA number is your return number which is given to you when you complete the returns form via the Online Returns Portal
CAN I RETURN AN IN STORE PURCHASE ONLINE?
No, the online boutique can only accept returns purchased via the website.
CAN I COLLECT MY ORDER IN-STORE?
Unfortunately, we do not offer store pick up as a delivery option. All orders purchased online will be delivered to the address entered at check out.
HOW DO I RETURN AN ITEM PURCHASED ONLINE?
1. Submit a Return
Visit Online Returns Portal and follow the prompts to submit a return. You will need your 9-digit Customer Order Number on hand (E.g. 2000___) to start your return.
2. Complete Online Returns Form
Fill out the your RA number from the portal confirmation page. An email will also be sent to you with this information.
3. Pack Your Return
Place the item(s) in the original shipping box, together with this completed returns form.
4. How to Return
— RETURN TO ONLINE BY POST:
Attn: Customer Care — Returns
32 River Street, South Yarra, 3141, Victoria
— RETURN TO STORE:
You may visit your nearest boutique to return your online purchase permitted by the following terms: Full price online purchases are eligible to be returned in-store for a credit or exchange only. Sale items are not eligible to be returned in-store. If you require a refund, or are returning a sale item, your purchase must be sent back to our online warehouse for processing. Returns will only be accepted in-store with proof of purchase and a completed Online Returns Form. Please note, no returns will be accepted without an approved RA number.
SCANLAN THEODORE are not liable for the loss or damage of garments in return transit. We recommend sending the item via a traceable delivery method and keep record of your tracking number. Please note original shipping charges are non-refundable and charges for returned items are responsibility of the customer.
HOW DO I EXCHANGE AND ITEM PURCHASED ONLINE?
We can offer an exchange if you want to swap your item for a different size or equal value. Please follow the prompts via our Online Returns Portal. Exchanges are subject to availability once your return is received by Customer Care. If we are unable to fulfil your request, we will be touch via email or phone.
HOW DO I PACKAGE MY ITEM FOR RETURN?
Please complete the return request form received with your original package. Place the item(s) in the original shipping box, together with your return request form. Send back to Customer Care via registered post within 14 days of receiving your order. Please note that the customer is responsible for these costs. For your safety, make sure to get a tracking number so that the carrier will refund you in the event of theft or loss during delivery to our warehouse. To see if your eligible for a return, please read our full returns policy.
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. You will receive a confirmation email regarding the outcome of your return. Please allow a further 3 business days for the funds to appear in your account if you have been approved for a refund.
CAN I USE AN IN-STORE CREDIT NOTE/GIFT VOUCHER FOR AN ONLINE ORDER?
A credit note/gift voucher issued from a boutique cannot be applied to an online purchase. Please contact your local boutique who will be more than happy to assist you further.
CAN I PURCHASE A GIFT VOUCHER ONLINE?
Yes, you can purchase an e-gift card which can only be used online. If you would like a physical gift card these are available from our boutiques. The e-gift card will be emailed to your recipient's inbox to use straight away. The email will contain a link which has the gift card along with your personalised message. Gift cards are not returnable, valid for 3 years from the date of purchase and can only be used online and are not valid in boutiques. Scanlan Theodore will not replace any lost, stolen or damaged cards.
DO I HAVE TO PAY DUTY AND TAX ON MY ORDER?
Depending on the destination country and purchase value of your order, you may be required to pay duties and taxes. It is the responsibility of the receiver to pay for this charge, not Scanlan Theodore. Should you require further information regarding duties and taxes please contact your local customs office.
DO YOU OFFER AFTERPAY?
No, we do not offer Afterpay however layby is available in all boutiques.
HAVE ANOTHER QUESTION?
Please contact the Customer Care team for assistance.