PLACING AN ORDER
An email address and phone number are 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.
Once your order has been placed you will receive an order confirmation email. You can also view in MY ACCOUNT for customers who were logged in when placing their order. If any details on your order confirmation email are incorrect, please submit a request here.
If you have changed your mind, ordered an incorrect item, size or colour and would like to cancel or amend an order please submit a request as soon as possible for further assistance. Sadly, we are unable to amend or cancel orders placed during any SCANLAN THEODORE sale promotion, due to the volume of orders placed during these times. Please note, orders which have already been shipped cannot be cancelled or amended.
Occasionally when the online boutique has a high volume of clients completing their purchase, our stock levels may not be up-to-date at the time. This is extremely rare. If this occurs to an item in your order, you will be notified by Customer Care as soon as possible and offered a suitable replacement or a full refund.
At times, we conduct ID check on orders at random for your own security. If your order is selected our Customer Care team will be in touch to request further information from you, which may be an electronic copy of a government issued ID.
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.
In your account you can amend your default address or add a new address. If you need to change your personal details, please contact Customer Care who will be able to assist you further.
You are currently on our Australian based site, which ships to the following locations:
— New Zealand
Scanlan Theodore delivers nationwide with Australia Post Express for a flat rate of $10.
International orders will be delivered with DHL Express for a flat rate of AU $35.
Orders placed prior to 12pm will be dispatched same day or the following business day if purchased over the weekend or on a public holiday*. Once dispatched, domestic orders will be delivered within 1-3 business days, depending on your location. International orders will be delivered within 3-7 business days, depending on your location. *During any SCANLAN THEODORE sale promotion, orders are subject to delay due to the volume of orders received within these periods which will impact the time we can dispatch orders and get them to you. Please allow an additional 3-5 business days for dispatch of your order during this time. Once your order has been shipped, normal shipping times apply.
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.
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.
If you haven’t received your tracking number, please submit a request with our Customer Care team.
Please note Scanlan Theodore operates from multiple dispatch centers. To fulfil your order most efficiently we send your pieces directly to you based upon where the inventory is available. If your order is split across locations, you will receive tracking numbers for all parcels. If you have any further concerns, please submit a request with our Customer Care Team who will be able to assist you further.
RETURNS & EXCHANGES
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 Return Authorisation (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 on a full price 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. No returns will be accepted without an approved Return Authorisation (RA) number. Please note, once your online order has been exchanged or returned to a
boutique, your purchase will then fall under our Boutique Returns Policy. Item(s) that have already been exchanged or returned to store are no longer eligible for a refund.
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.
An #RA Number is your return number which is given to you when you complete the returns form via the Online Returns Portal.
No, the online boutique can only accept returns purchased via the website.
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 on a full price 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. No returns will be accepted without an approved Return Authorisation (RA) number. Please note, once your online order has been exchanged or returned to a boutique, your purchase will then fall under our Boutique Returns Policy. Item(s) that have already been exchanged or returned to store are no longer eligible for a refund.
We can offer an exchange on full price items if you want to swap your item for a different size or for an item of equal value. Please follow the prompts via our Online Returns Portal. Sale items are not eligible for exchange. 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.
If you wish to exchange your full price item for another size/colour we recommend purchasing online at time of exchange to ensure you do not miss out. A member of our Customer Care team will refund your original purchase once received and checked. Unfortunately, we cannot hold items online in the interim of your item being received by our Customer Care team.
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.
Once your online return is received by Customer Care, the item(s) will be assessed to ensure it complies with our policy and a return outcome will be determined within 5 business days. You will receive a confirmation email regarding the outcome of your return. Your refund will be reversed to the original payment method. Successful refunds can take up to 5-10 business days to appear in your account due to varying processing between payment providers.
GIFT VOUCHERS & CREDIT NOTES
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.
E-Gift vouchers purchased online can only be redeemed online at checkout and are not valid in boutiques. If you would prefer to spend it at a boutique, please contact Customer Care to have it transferred to an in-store voucher.
Similarly, in-store gift vouchers and credit notes can only be spent at our boutiques. If you wish to have them converted to an online voucher, please contact Customer Care.
We accept Amex, Visa and Mastercard.
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. Alternatively, you can call your local boutique.
No, we do not offer Buy Now, Pay Later options such as Afterpay, Klarna or Zip Pay and are not affiliated with these platforms. We do, however, offer a layby service in all of our boutiques.
Please note, Scanlan Theodore is not responsible for payments made using a card issued by a Buy Now, Pay Later platform. It may take additional time for refunded payments to process back onto on these cards, dependant on your provider.
You can register your interest by selecting your desired size and clicking “Notify Me When Available”. We will notify you via email if more stock becomes available.
Alternatively, please contact our Customer Care team via chat, email or phone and we can see if any of our boutiques are showing availability in your desired size/style.
Due to the fast turnover of these sort-after styles, we are unable to hold the item for you when stock becomes available and therefore sadly some people may miss out.
Depending on the garment and availability we may be able to restock in-demand styles. If the garment has been removed online, sadly this will not be restocked.
When shopping on Scanlan Theodore you will notice that some styles are available for pre-order. This means you can purchase the product first before it arrives to our warehouse and guarantee your purchase before it sells out! Explore our pre-order collection here.
At the time you place your order, you will be required to pay the full RRP to secure your pre-order.
Pre-order products are subject to different delivery dates which will display on the product page. Delivery dates are subject to change and our customer care team will be in touch should there be any unexpected delays with your order.
Standard return and exchange policies apply to all pre-orders.