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Inspired By
Newsletter

Frequent Asked Questions

Table of Contents:

Shopping with GET THE LOOKS
Your Account
Delivery
Returns and Refunds
Products and General Informations

Shopping with GET THE LOOKS

Where can I view all the looks?
Click ‘LOOKBOOK’ at the top row and all looks will appear.
You can also view the looks sorted by tags, e.g. runway looks, street looks, etc.

◆ What is the difference between GET THE LOOKS main line and IT by GET THE LOOKS?
GET THE LOOKS main line is dedicate to construct cutting-edge, unique and even statement looks inspired by top designers, fashion icons and celebrities. We know it's an old word, but yes, this is all about FASHION. None the less, only fine work and fabrics can make these luxury looks live.
IT by GET THE LOOKS focus more on sassy, attractive, young and vibrant pieces. These may not necessary appeal fashion makers, however they are more wearable and acceptable by others. And as nothing over $30, IT swears to fill your closet without hurting your wallet.

◆ Is it safe to order online?
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
o Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
o Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
o Data Integrity - this checks the data being transferred to ensure it has not been altered.
o In the unlikely incidence of unauthorised use of your card, you must report the incident immediately to your credit card provider in order to qualify for security protection.
Also, we do not process or store your payment information, all payment will be automatically processed and protected by PayPal.

◆ Do I have to create an account to shop with you?
No. You can check out as 'GUEST'. However we do encourage customers to register, as it’s simple to do and ease you from refilling information every time when placing order.
Also you will enjoy conveniences such as order tracking, receiving newsletter, coupons and special offers.
You can join now, or can start shopping straight away and set up your account when check out.

◆ How do I know which size is right to me?
We provide detailed measurements on each garment, including length, bust, waist and hips, etc. You can compare these figures with your own clothes or your body to see whether they fit.
Also click on ‘Size Guide’ button on each product pages and you can view conversion between different size systems and general measurements of each size.

◆ The item I want is out of stock, will you be getting more stocks?
Very probably. Please click ‘remind me when it back to stock’ button and submit your email address. We will send you an email when the items become available again.

◆ How do I use discount code or voucher?
Please enter discount/voucher code in the box which states ‘Discount code’ and then click ‘Apply coupon’. You must enter the discount code when you are checking out as it cannot be applied later.
Rules around discount/promos:
- Only one discount/voucher code can be used per order.
- Discount/voucher code may subject to its own terms and conditions, e.g. eligibility and expiry date, etc.

◆ Can I use more than one discount code?
No. Only one code can be used per order.

◆ How can I pay?
We accept Visa, Master, American Express and Paypal. Your details are safe with us as we take security seriously.
We also take fraud very seriously so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

◆ 
What currencies can I use?

We charge you for your order in Australian Dollars. Your card provider will apply the exchange rate when your card is charged.

◆ When will I be charged?
If you pay via paypal or your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.
If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.
Please remember that even if a payment isn’t authorised, it may look like GET THE LOOKS has still taken the money as some card issuers may still reserve the money, for a short period of time.

◆ Why my payment has been declined?
- Check whether enter the card detail correctly, e.g., card number, expiry date, name, billing address, security code.
-Your card issuer may decline your payment without telling you reason, please check with them.
- If you’ve check all of the above, try another card or different payment method.
If you’ve tried all these and are still having problems, please contact Customer Service

◆ Can I change my order?
We are unable to change any part of your order when your order has been placed.

◆ Can I cancel my order?
We may be able to cancel your order only when you contact Customer Service. Please contact us as soon as possible after you have placed your order, otherwise it may be too late. We will notify you by email whether cancellation has been confirmed or unsuccessful.
If it is too late for us to cancel your order, please follow shipping & returns to organize return.

◆ Why my order has been cancelled?
We require customers to make payment within 24 hours after order placed. Stocks are not reserved until payment has been made. Therefore, if we have not receive your payment or notification of expecting payment within 24 hours, your order will be cancelled.


Your Account

◆ Do I have to create an account to shop with you?
Yes. It’s simple to do and ease you from refilling information every time when placing order.
Also you will enjoy conveniences such as order tracking, receiving newsletter, coupons and special offers.

You can join now, or can start shopping straight away and set up your account when check out.

◆ How do I change details on my account?
Log into your account anytime and click ‘CUSTOMER INFO’, then you can update your:
- Personal detail
- Address
- Contacts
Please click 'CHANGE PASSWORD' to update your password.
We do recommend you to check every once in a while to make sure we have the right details for you.

◆ Can I sign up for your newsletter?
Yes, you certainly can. Open our home page, fill your email address in the box below ‘NEWSLETTER’, and click ‘Subscribe’.

◆ How can I pay?
We accept Visa, Master, American Express and Paypal. Your details are safe with us as we do not process or store your detail, your payment will be automatically processed and protected by PayPal.
We also take fraud very seriously so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

◆ What currencies can I use?
We charge you for your order in Australian Dollars. Your card provider will apply the exchange rate when your card is charged.

◆ When will I be charged?
If you pay via paypal or your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.
If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.
Please remember that even if a payment isn’t authorised, it may look like GET THE LOOKS has still taken the money as some card issuers may still reserve the money, for a short period of time.

◆ Why my payment has been declined?
- Check whether enter the card detail correctly, e.g., card number, expiry date, name, billing address, security code.
-Your card issuer may decline your payment without telling you reason, please check with them.
- If you’ve check all of the above, try another card or different payment method.
If you’ve tried all these and are still having problems, please contact Customer Service

◆ Contact GET THE LOOKS
We dedicate to make shopping at GET THE LOOKS easy and simple, so we develop ‘Contact us’ and 'FAQs' at the bottom of every page. Just email us via ‘Contact us’ and we will answer your questions at the same business day, and within one business day during holiday and weekends.

◆ Can I contact you if I don’t have an account with you?
We love to hear from anyone who has any enquires regards to shopping with GET THE LOOKS. Just email us via ‘Contact us’ and we will answer your questions at the same business day, and within one business day during holiday and weekends


Delivery

◆ Which couriers do you use for your Australia deliveries?
We use Australia Post for standard and express deliveries.

◆ Which couriers do you use for your International deliveries?
We have several couriers. Majority of International orders will be sent from Australia via Australia Post or Skippy Post. A few orders will be sent from China with China Post, EMS or DHL.

◆ How long will my order take to arrive?
Standard delivery orders to most areas of Australia should arrive within 6 working days. However sometime it takes up to 10 working days to reach interstate areas.
Express delivery orders will arrive most areas in 1 business days, and 3 business days to interstate areas.
International delivery orders will vary from 1 week to 4 weeks, depend on local postal services and may be delayed due to high demand in peak season.

◆ Can I check for myself how my order is progressing?
Yes. Just log into your account and click ‘ORDERS’.

◆ How can I contact your courier?
If you have any questions regards to delivery and wish to contact Australia Post, we do recommend you to contact our Customer Services Team first and we will query couriers on your behalf. However, as standard international deliver orders do not provide tracking, it is not possible to query your standard international parcel.

◆ How do I track my order?
Please go to auspost.com.au/track/ and enter your tracking number in the space provided, then click ‘search’. Please allow up to 72 hours from receipt of the email before tracking standard Australia delivery, or 36 hours before tracking other delivery.

◆ Do I need to sign for my delivery?
For orders delivery within Australia, the couriers may not ask you to sign as they are not required to obtain your signature. If you are not in when we deliver, they will leave you a card to notify you where to pick up. Or you can suggest a secure location by putting notice on your front door for drivers to leave your parcel.

◆ What happen if you deliver whilst I am out?
Generally the couriers will leave you a card to inform you where to pick up your parcel. Or if you leave a note on the door to instruct a secure location, they will leave your parcel in that secure location.

◆ Can I change delivery address for my order?
Unfortunately Australia Post is unable to change the delivery address. Please update your delivery address and make sure it is correct before placing your order.

◆ Do you deliver oversea?
Yes. We deliver to more than 190 countries.

◆ Do you deliver to PO Box addresses?
Yes.

◆ I have received an incorrect item in my order, what do I do?
Please submit a Return Request in your order detail, and we will get back to you at the same business day with an updated status and instruction. Please do return the item within 10 days after receival. Once we receive the item back, we will refund you within one business day.

◆ My order has not arrived yet?
If your order has not arrived by the estimated delivery date, please try:
- tracking your order at auspost.com.au/track/ or other courier websites depends on courier your parcel using
- signing into My Account check whether delivery address on your order is correct
- Checking if you have a text message, email or attempted delivery card from our carriers. Your parcel may be awaiting collection at a local Post Office.
- looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.
If you still can’t find your parcel, please contact our Customer Services Team with your order number. We will reply you within one business day.

◆ Can I specify a time for delivery?
Unfortunately we are unable to specify a specific time for delivery.


Returns and Refunds

◆ What is your return policy?
You can return unworn purchases via post within 10 days of receiving your item.
Please note, we are unable to accept back returns items after this time.
To return an item, please submit a Return Request in your order detail, we will get back to you at the same business day with a returns number and instruction.
For reasons of health and hygiene, grooming products, products for piercings and intimate wear (including underwear, swimwear and loungewear) are non returnable, unless they are of quality problem.
Please follow the instruction on Return Request Form to pack and send. Damage or stains due to poor package may result to your return being rejected.

◆ How do I return an item to you by post?
Contact us first to express your request and notify that you have received your order. After we have marked your order as delivered, you may submit your request.
Log in your account, click 'ORDERS' at left column, click 'Details' of the order you want to return. Then click 'Return item(s)', choose quantity, Return reason, Return action and fill comments with necessary details. After all, click 'Submit return request' then our Return Team will receive and validate your request.
After our return team accept your request and provide you a complete Return Request Form with return number and instruction, please post it back to us within 10 days of receiving items.
Please remember to ask the Post Office for your proof of posting, e.g., receipt with tracking number.

◆ How long will my refund take after I return an item?
Please allow 10 working days for your parcel to reach us if you send within Australia, or 20 working days if send from an International address, and a further 3-5 working days for your account to be credited.
Please note that some banks may take slightly longer to process your refund.

◆ What do I do if there is a problem with my return?
Our Customer Service Team are here to help with any problems.

◆ Will my postage be refunded if I return faulty/damaged items?
If your item is damaged or faulty, and it is the only item on your order, we will refund your postage. If you have kept any items on your order, we are unable to refund your postage.

◆ Do I have to pay for returns?
Unless you return a faulty/damaged/incorrect product, your return is on your own cost. If you return an incorrect/damaged/faulty product, you will need to pay for returns postage initially. Then contact our Customer Service Team to reimburse this charge by providing a copy of your proof of postage and the receipt of payment.


Products and General Information

◆ How do I search for an item?
Simply find the ‘Search’ Box on the top of any page, type in the product name or a description of the item you are looking for.

◆ Where can I buy an item I have seen on a look?
If you saw this look on our facebook or blog, you can easily find product link just below the photo.
If you saw this look at the homepage, just click the image and you will be directed to product page.
If you saw this look at our ‘LOOKBOOK’, click that image and you will be directed to the product page.

◆ The item I want is out of stock, will you be getting more stocks?
Very probably. Please click ‘remind me when it back to stock’ button and submit your email address. We will send you an email when the items become available again.
Also you can click 'Contact us' and specify the item and size you after and we will send you a reminder when it become available.
Also you could look for something similar by just typing a description or trend into the search box.

◆ How do I add my detail to your mailing list?
Please fill your email address in the box below 'NEWSLETTER' at left column and click 'Subscribe'. Or you can log in your account, in your 'CUSTOMER INFO', tick 'Newsletter'.

◆ Could I remove my detail from your mailing list?
Certainly and it is very easy to do so. Just click ‘unsubscribe’ at the foot of email, or untick 'Newsletter' in your CUSTOMER INFO. If you’re having any difficulties please contact our Customer Service team.

◆ How do I know which size is right to me?
We provide detailed measurements on each garment, including length, bust, waist and hips, etc. You can compare these figures with your own clothes or your body to see whether they fit.
Also click on ‘Size Guide’ button on each product pages and you can view conversion between different size systems and general measurements of each size.