How do I contact Customer Care?
Please contact our customer service department they are always happy to help with any query. Either email firstname.lastname@example.org or phone (07) 3268 3429. We are open from 9am-5pm on Monday-Thursday and 9am-4pm on Friday, but we are closed on weekends/holidays.
How long does it take for you to reply to my query?
We will try and respond to your query as soon as possible, but please allow 24 hours for us to get back to you. This time may vary depending on weekend/holidays.
How do I return an item?
Please see our Returns Page for detailed return instructions.
Can I return an item for a refund?
Refunds are issued for items with manufacturing faults only. Our Afterpay service does offer money back for our Australian customers. Otherwise, we are happy to issue a Credit Note or Exchange for your item. Please read more on this on our Returns Page.
How do I know when you have received my return?
Returns are processed within 2 business days of being received. You will receive an email with your return information when complete.
How do I use a web credit/gift card/discount?
During the payment stage at the checkout, fill in the “Gift card or discount” section by copying and pasting the code attached to the your web credit/gift card. Be sure to hit "apply" once entered.
What payment methods do you accept?
What is Afterpay & how does it work?
Afterpay offers you the pleasures of having all our store’s goodies instantly with out having to pay for the item until its in your hot little hands!
Afterpay allows you to split your payments up over a four week cycle.
Nominate the debit card or credit card you want to use and they will schedule your automatic payments for you, its that easy!
Do you ship internationally?
Yes, we ship worldwide! Please see our Shipping + Delivery section for more information on costs and delivery time. Please note though that all customs and duties taxes are the responsibility of the customer.
What are custom fees?
Custom fees are associated with orders being sent internationally. The rules are different in every country. Unfortunately there is no way for us to know the rules, regulations, customs, or rulings of every single country.
The price of our products does not include any duties or VAT. Our shop only charges you goods cost and shipping cost. if you are charged of a VAT, you need to pay it to your customs. If you have to pay import taxes and/or additional duties and sales taxes, then you would have to pay that to the courier upon receipt of the package(s). Unfortunately, we can't calculate this for you and there is no way to pre-pay it.
If you are ever unsure of custom issues or need further information on this, please contact your local customs office for more information and they can help you further, as customs policies vary widely from country to country.
Mura do not provide refunds to customers for failure to pay duties and taxes associated with their order.
Will my order arrive in time for an upcoming event/special occasion I have?
Please see our Shipping + Delivery section for detailed shipping times to your location. If you are unsure please contact us for further information. Please note we cannot guarantee delivery times due to factors out of our control, e.g. Post service not running on schedule, customs delays etc.
How can I track my order?
Once your parcel has been dispatched and picked up by the courier, an email will be sent to you from the courier company (Australia Post or UPS) that will provide you with a link and a tracking number that will enable you to follow your parcel.
If you have not received your tracking number within 48 hours of your order placement you may have experienced a difficulty receiving it from the courier company. Sometimes these emails can appear in your junk email inbox however if this is not the case please email us to retrieve your tracking number. Please include your order number and name.
Where are your stores located?
We are an Australian online business based in Queensland, Australia.
Our stores can be found at:
- Sunshine Plaza Shopping Centre (Maroochydore)
- Indooroopilly Shopping Centre (Brisbane)
I bought something full-price then there was a flash sale/it was discounted, can you price match?
Unfortunately we do not offer price match.
Can I change/alter my order?
If you need to make urgent changes to your order please email us with the correct changes and include your order number. Our last set of orders are processed at 10am AEST, your email must arrive before this to be actioned. If the parcel has already been dispatched changes cannot be made.
Once a payment has been received and your order is completed it is then subject to the returns policy. Please note changes to the address cannot be made once the order leaves our warehouse as it becomes the property of the courier company.
Can I cancel my order?
Unfortunately you cannot cancel your order with Mura Boutique once it has been paid for and completed. You are more then welcome to return your order however, for more information on this please refer to our Returns Page.
Do you hold stock?
Due to the nature of an online store, our stock is continuously selling so we are unable to hold or place stock aside for orders and exchanges.
How long does stock hold in my shopping cart?
If you have placed items in your shopping cart they will remain placed there until the stock is no longer available. Please note, placing items in your cart does not hold the stock for you.
The item I wanted is no longer on the website, will it be restocked?
If there is a particular item you are after but is no longer available on the website, please check out Facebook/Instagram restock updates for any further information. Otherwise, please contact our team at email@example.com where they will inform you on whether this item will be restocked.