FAQs
This page answers your frequently asked questions.
How soon do I get my order?
How do I return my order?
Is my personal information kept private?
How do I know my selection is in stock?
What payment methods does Austique.co.uk accept?
Is it safe to use my credit card online?
Can I order by telephone?
Can I order from outside the UK?
How do I know you have received my order?
How can I track my order?
Is my package insured?
How can I expect to receive the goods?
Do prices include VAT?
Are there any additional charges?
What if an item is out of stock?
How soon do I get my order?±
Click here for our delivery options.
If you have any questions around the delivery of your order a member of the Austique staff will be on hand to assist you – click here to contact us.
How do I return my order?±
Returns policy:
If you are not completely happy with the products that you have chosen you may return them to us within 30 days of receipt. We will be more than happy to offer you a 'no quibbles' exchange or refund provided that the products are returned in perfect, unused condition and with the original packaging.
Please take extra care to read the product care information as labelled on the product as we cannot accept items for a refund or exchange if they have been damaged in the wash.
Please note that we operate under different policies in-store
How to return goods±
For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. If you prefer, we will arrange to collect the products from you, but the cost of this will be charged to you and may be deducted from any refund to you - please call for details. To return any products to us:
Package the items securely and return them to the following address:
Austique Returns
330 Kings Road
Chelsea
London SW3 5UR
When returning items you are strongly recommended to obtain proof of posting as we cannot accept responsibility for parcels lost in transit. We will only refund the cost of postage where the item returned is faulty.
Is my personal information kept private?±
Our top priority is your satisfaction and we promise to protect the information you provide us – click here for our full privacy policy.
How do I know my selection is in stock?±
We do our best to keep our site up to date with stock levels at all times. On the extremely rare occasion that we have sold out of something you order we will contact you immediately to let you know. We will offer you a suitable alternative, order your product in for you or give you a full refund if we are unable to fulfil your order at the time of placing.
What payment methods does Austique accept?±
We accept online payment in a secure environment by credit card or debit card. We currently accept Visa, Mastercard, Delta, Switch (Maestro) & Amex. All transactions are shown in £ sterling.
Is it safe to use my credit card online?±
Yes. We ensure that our customers can shop online with complete confidence using the latest security technology. Your credit card details are passed to a financial institution for authorisation and payment – Austique does not retain credit card information once your transaction is complete.
You will know when transmitted data is safe by the appearance of a secure icon in your browser. For Netscape, this is a key icon - for Microsoft Internet Explorer, a lock icon. Secure web pages can also be identified by their URL - they begin with 'https://', while standard pages begin with 'http://'.
In the event of unauthorised use of your credit card, you must notify your credit card provider in accordance with its rules and procedures.
If you still do not wish to use your credit card online then please place your order via telephone on 020 7376 4555.
Can I order by telephone?±
Yes – call us on +44 20 7376 4555 and we will be happy to help with your order.
How do I know you have received my order?±
After you have placed an order and it has been processed by Austique, you will receive a confirmation email confirming the details of your order and delivery.
Please notify us if there is a mistake with your order either by telephone - +44 20 7376 4555 or via email orders@austique.co.uk.
Can I order from outside the UK?±
Austique is able to ship to overseas customers - costings vary according to the country we are shipping to so please either email us on internationalorders@austique.co.uk or call us on +44 20 7376 4555 to discuss your specific requirements.
How can I track my order?±
You can call us on +44 20 7376 4555 or email us at orders@austique.co.uk and we will give you a full update as to when your order will be delivered. Please have your order number to hand.
Is my package insured?±
Yes. All merchandise is fully insured against damage, loss or theft until you have received it.
How can I expect to receive the goods?±
All purchases come in our luxurious and exclusive packaging. Your order will arrive wrapped in tissue paper inside a gift box made up of a combination of a purple, pink or cream lid and base. It is unlikely you will receive identical boxes each time you order, making no two orders the same. The box comes with a cream ribbon and a gift tag - you will also be given the option at check out to purchase a handmade card which can be handwritten with a personal message if the order is being delivered directly as a gift.
The package will be fully protected during transit.
Do prices include VAT?±
Yes. All prices are in pounds sterling and include VAT.
Are there any additional charges?±
No. You just pay for the gift and the postage and packaging.
What if an item is out of stock?±
If an item you are interested in purchasing is out of stock, please click here to contact us and our friendly staff will be more than happy to help.
If this page has not answered all of your questions, then please contact us at questions@austique.co.uk or on +44 20 7376 4555.