FREQUENTLY ASKED QUESTIONS
HOW DO I CONTACT CUSTOMER CARE?
Our Customer Care Team are here to help with any enquiries or concerns you may have. We will endeavour to respond within 24 hours during business hours.
Available Monday - Friday: 8am-4pm AEST (closed Public Holidays)
Phone: (07) 3268 3429
Text or Phone (Domestic and International) : +61 468 496 085
WHAT PAYMENT METHODS DO YOU ACCEPT?
WHAT IS AFTERPAY & HOW DOES IT WORK?
Afterpay allows you to Buy Now & Pay Later! Afterpay makes it simple to pay by allowing a purchase to be paid for in 4 equal instalments, due every fortnight, interest free!
Please refer to our Afterpay Page for more information.
HOW DO I RETURN AN ITEM?
Please refer to our Returns Page for detailed instructions.
CAN I RETURN AN ITEM FOR A REFUND?
Refunds are issued for items with manufacturing faults only. Our Afterpay service does not offer money back for our Australian customers.
Otherwise, we are able to issue credit notes for your item. Please refer to our Returns Page for more information.
HOW DO I KNOW WHEN YOU HAVE RECEIVED MY RETURN?
Returns are processed within 14 business days of being received. You will receive an email with your return information when complete. Please refer to our Returns Page for more information.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship worldwide! Please see our Shipping & Delivery Page for detailed information regarding costs & delivery times.
Please note that all customs and duties taxes are the responsibility of the customer.
WHAT ARE CUSTOMS FEES?
Customs Fees are associated with orders that are sent internationally. The regulations cary depending on the country the items are sent to. 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 for goods and shipping costs - if you are charged a VAT, you will need to pay this fee to your customs. If you have to pay import taxes and/or additional duties and sales taxes, then you will have to pay that to the courier upon receipt of the package(s). Unfortunately we cannot calculate this for you, and there is no way to pre-pay it.
If you are ever unsure of customs issues or need further information on this, please contact your local customs office for more information as policies vary widely from country to country.
Mura does 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?
Please refer to our Shipping & Delivery Page for detailed information for 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, public holidays etc.)
HOW DO I TRACK MY ORDER?
Once your parcel has been dispatched and received by the courier, an email will be sent to you via the courier company (Australia Post or DHL) that will provide you with a link and tracking number that will allow you to track your item's delivery.
If you have not received your tracking number within 48 hours of your order being dispatched, there 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 contact our Customer Care Team with your order number and name to retrieve your tracking number.
CAN I CHANGE OR ALTER MY ORDER?
If you need to make urgent changes to your order, please email us with your order number, full name and the corrected changes as soon as possible. Our orders are processed daily at 10am AEST - your email must arrive before this time in order to be actioned. If the parcel has already been dispatched, changes cannot be made.
Once a payment has been received and your order is complete, it is then subject to the Returns Policy. Please note that changes to the address cannot be made once the order leaves our warehouse as it becomes the property of the courier company.
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 or exchanges.
HOW LONG DOES STOCK HOLD IN MY SHOPPING CART?
If you have places items in your shopping cart, they will remain there until the stock is no longer available.
Please note, placing items in your cart does not hold stock for you unless an order has been fully paid and processed.
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 than welcome to return your order however - for more information please refer to our Returns Page.
THE ITEM I WANT IS NO LONGER IN STOCK, WILL IT BE RESTOCKED?
If there is a particular item you are after but it is no longer available, please sign up for a restock alert on that specific item. Keep an eye on our socials for extra alerts of our most popular sold out styles.
Otherwise, please contact our Customer Care Team at firstname.lastname@example.org where they will be able to inform you on whether this item will be restocked in the future.
HOW DO I USE A WEB CREDIT, GIFT CARD OR DISCOUNT CODE?
During the payment phase of checkout, fill in the "Gift Card or Discount Code" field with your designated code. Codes are case sensitive. Be sure to hit "Apply" once entered.
I PURCHASED SOMETHING AT FULL PRICE AND NOW IT IS ON SALE, CAN YOU PRICE MATCH?
Unfortunately we do not offer price matches on current or past orders.