FAQ

At Femme Connection, we are committed to providing a seamless and satisfying shopping experience. Our goal is to assist you throughout your online shopping journey, ensuring satisfaction with both your purchases and delivery process.

Before you indulge in our diverse collection of women's fashion, including stylish maxi dresses, chic casual tops, and elegant jackets & coats, you might have queries regarding returns, exchanges, order cancellations, or voucher usage. Our comprehensive FAQ page is designed to address these common concerns, helping you make well-informed decisions. If your question remains unanswered, please don't hesitate to reach out via our Contact Us page or by leaving a query through our chat feature. We'll promptly respond to your needs. For specific details on shipping and delivery times, please refer to our dedicated Shipping page.

To facilitate a hassle-free shopping experience and minimise the need for exchanges or returns, we offer several helpful tools. Our interactive online quiz assists in filtering selections based on your style preferences, fabric choices, and desired prints, ensuring you find garments that truly resonate with your personal style. Additionally, we encourage reading customer reviews for firsthand insights into the quality and appeal of our products. Understanding the product fully through its description is also crucial, as it provides a complete overview of what you're purchasing.

We advise checking our garment care instructions to maintain the longevity and appearance of your fashion finds. Proper care is essential to preserving the quality and look of your garments post-wash. For detailed care instructions, visit our Garment Care page.

Order & Returns

How much does delivery cost?

Shipping within Australia and New Zealand.


For delivery within Australia -Free shipping when you spend over $60AUD.


For purchases that do not meet this threshold we offer the following options:
Standard – $7.50
Express – $14.00



Please note that weight limits and postcode restrictions may apply to express shipping.



Please note that all Return to Sender parcels due to incorrect details provided will incur a $15.00 fee.



Please note if there is a safe place available to leave your order (letterbox, private veranda) it may be delivered via SafeDrop if you’re not available to sign for it. If the area is not deemed to be safe, the driver will use their discretion to not leave the parcel and deliver to a local post office for collection.


For delivery within New Zealand - Standard – $25 AUD(Please note: For orders that weigh more than 5kgs, prices may vary).




Can I track my order?

Yes, your order can be tracked. On the day your order is dispatched we’ll send you an email which will include a tracking number so you can follow your order through to delivery.


All orders are shipped with Australia Post, Aus-wide only.


Please note if there is a safe place available to leave your order (letterbox, private veranda) it may be delivered via SafeDrop if you’re not available to sign for it. If the area is not deemed to be safe, the driver will use their discretion to not leave the parcel and deliver to a local post office for collection.




If there is a problem who do I contact?

If there is a problem with your order, please email us at sales@femmeconnection.com.au




What if I never received my confirmation email?

Once your order is submitted and paid you will receive an email to confirm your order. If you dont receive this, be sure to check your junk or spam folder.
If you are unable to locate this, please email us at sales@femmeconnection.com.au

Has my order been dispatched?

When your order has been dispatched we will send you a email with the tracking number.



What if my order is lost?

Please note if there is a safe place available to leave your order (letterbox, private veranda) it may be delivered via SafeDrop if you’re not available to sign for it. If the area is not deemed to be safe, the driver will use their discretion to not leave the parcel and deliver to a local post office for collection.
Please note that Femme Connection will not be held responsible for items lost in transit.For assistance with lost items, please contact us

Shipping

What is your returns policy?


At Femme Connection, we prioritise customer satisfaction and uphold a fair refund policy. If your purchase from Femme Connection doesn't meet your expectations or has defects, you're entitled to a refund under these conditions:

  1. Faulty Items: If the item you purchased is faulty, and this fault wasn't made known to you during the purchase, you are eligible for a refund.
  2. Quality Expectations: If the item doesn't align with the quality you reasonably anticipated, considering its description and price, you are entitled to a refund.
  3. Fitness for Purpose: If the item doesn't perform as reasonably expected, a refund can be claimed.

To initiate a refund, please return the item within a reasonable timeframe after purchase, along with proof of purchase such as the original receipt or bank statement. Delays in returning the item may limit your refund to an exchange.

Femme Connection may require proof that the item's fault wasn't due to your actions.

If a refund is warranted but you prefer an alternative, we're happy to offer an exchange or a gift card.

For returns, you can either send the item(s) back via post to our online store or return them in person at any Femme Connection store in Australia within 30 days from the delivery date.

Note that original postage costs are non-refundable unless the items are faulty or not as ordered. In such cases, Femme Connection will cover the postage costs. For pre-paid postage arrangements, please contact our customer service.

We recommend using registered or traceable postal services for returns, as responsibility for the parcel remains with you until we receive it.

Change of Mind Policy (Online Purchases Only): While we are not legally required to provide refunds for change of mind, we offer them under our policy for most items, provided:

  • The item is returned within 30 days of delivery.
  • It is in its original, unworn condition with all labels and tags attached.

However, this policy does not apply to earrings, cosmetics, lingerie, hosiery, face masks, and items purchased on clearance.

How do I return items purchased online?

In-Store Returns at Femme Connection: For a convenient in-store return experience, Femme Connection offers the option to return items at any of our retail stores, under the following conditions:

  1. Timeframe: Returns must be made within 30 days of delivery.
  2. Item Condition: The item must be in its original, unworn condition.
  3. Labels and Tags: All original labels and tickets must still be attached to the item.
  4. Proof of Purchase: An original Femme Connection tax invoice is required as proof of purchase.

You can locate your nearest store through our online store locator.Please note the following for in-store returns:

  • Refunds are processed via the original method of payment and cannot be issued directly in-store.
  • The return and refund process may take up to 30 working days.
  • Original delivery costs are non-refundable.
  • You will be notified via email once your return has been processed.

Exceptions: There are no returns allowed on face masks, pierced jewellery, underwear, bodysuits/leotards, or swimwear. These items are considered final sale unless they meet the statutory rights outlined by the ACCC.

Online Returns:

For returns of items purchased online, please reach out to sales@femmeconnection.com.au before proceeding, to receive detailed instructions on the return process.

The conditions for online returns are as follows:

  • The item must be returned within 30 days from the date of delivery. The customer is responsible for postage.
  • The item must be in its original, unworn condition.
  • All original labels and tickets must be intact.

Please be aware:

  • The return and refund process can take up to 30 working days from the date of postage. You will be updated via email once the return is processed.
  • Delivery costs incurred for the order are not refundable.

Exceptions: Pierced jewellery, underwear, bodysuits/leotards, and swimwear are final sale items and cannot be refunded, exchanged, or credited unless they meet the statutory rights provided by the ACCC.

Can I exchange items placed?

Size Exchange In-Store at Femme Connection: If your purchase from Femme Connection doesn't quite fit, our in-store exchange policy offers a seamless solution.

Here's how it works:

  1. Timeframe: Ensure you return the item within 30 days from the delivery date.
  2. Condition: The item must be in its original condition, unworn.
  3. Labels and Tags: All original labels and tickets must be attached to the item.
  4. Proof of Purchase: Present an original Femme Connection tax invoice.

Locate your nearest store using our online store locator. Please remember, exchanges are subject to the availability of the desired size or item in-store. Note that refunds are processed via the original method of payment and cannot be issued in-store.

Exceptions:

Face masks, pierced jewellery, underwear, bodysuits/leotards, and swimwear are final sale items and not eligible for exchange or credit unless they meet the statutory rights outlined by the ACCC.

Online Exchange Policy: At our online distribution centre, direct exchanges are not available.

However, we do offer refunds under these conditions:

  1. Return Timeframe: Return the item within 30 days from the date it was delivered.
  2. Item Condition: The item must be unworn and in its original condition.
  3. Labels and Tickets: Ensure all original labels and tickets are attached to the item.

The return and refund process can take up to 30 working days from the day the parcel is posted. You will receive an email notification once your parcel is received and processed. Please note, delivery costs incurred for the order are not refundable.

Exceptions:

No returns are accepted for pierced jewellery, underwear, bodysuits/leotards, or swimwear. These items are considered final sale unless they meet the ACCC's statutory rights.

'Change of Mind' Policy: While Femme Connection is not legally required to offer refunds for change-of-mind purchases, our customer-friendly policy allows for refunds under these conditions:

  1. Return within 30 Days: The item must be returned within 30 days from the date it was delivered.
  2. Original Condition: The item should be unworn and in its original condition.
  3. Labels and Tickets: All original labels and tickets should be attached to the item.

Note, this policy does not extend to earrings, cosmetics, lingerie, hosiery, clearance items, or other specified non-returnable items.

Can I cancel or change my order?


At Femme Connection, we understand the importance of getting your order just right. However, once an order is confirmed, it's not possible to modify it. Rest assured, if your items aren't quite what you expected upon arrival, you have the option to return them for a refund. For a smooth process, we invite you to review our Returns Policy for all the details you need. For full details please see our Returns policy.


Can I return my gift card?

Femme Connection gift cards are exclusive tokens of style and choice. Please note that they are non-refundable and non-transferable, and are designed for use as a payment method for purchases, rather than for cash redemption

What if I never received my confirmation email?

Once your order is submitted and paid you will receive an email to confirm your order. If you dont receive this, be sure to check your junk or spam folder.
If you are unable to locate this, please email us at sales@femmeconnection.com.au

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