Our beautiful friends & special community:
We certainly didn't have this as part of our 2020 strategy and we don't think you did either. We've been watching your stories, reading your words and hurting with you.
For those who have lost someone and felt the impact of COVID-19 in its most daring & worst form, we are thinking of you and sending our love.
For the brilliant, courageous entrepreneurs & sole traders in our community who have been financially impacted, this nightmare WILL bottom out one day. In the meantime, see this as a great opportunity to tick off everything you always said you didn't have time for. Makeup / skincare tutorials? Starting a YouTube channel? Practising self care? Organising your beauty room? DO IT! PS. We can assist with that last one 😉
The show does go on so let's not let this sh*t defeat us 👊 As for us, our ETOILE family - yep, that's YOU - has always been our highest priority. And right now, that means your safety. Whilst we are operating Business As Usual, we are working with our multiple delivery partners to ensure that your parcel is delivered safely and promptly. At HQ, we have increased access to sanitisers for our packing staff and have all other members WFH.
As always, we are working to bring you the service you expect and read about. Including same-day delivery of vanity mirrors and furniture to Melbourne metro. Our live chat, DMs and emails are as open as ever - so keep connecting with us, as we want to with you.
However, as I'm sure you are all aware, this is a fluid and extremely fast-evolving situation. Should any of our services be disrupted, we will endeavor to communicate this with you as quickly as possible.
Stay healthy. Stay positive. Get creative. This nightmare will soon be over, friends.
Michelle | Founder & CEO
1. Will there be any delays to my order? Updated 8/4
With regards to domestic standard shipping, we are not currently experiencing any delays that are being sent to residential / commercial addresses via our Courier partners. For orders with a PO Box or Parcel Locker address, Australia Post has announced (here) that they have seen delays begin to occur. Please allow an extra 1-2 days for your item to be delivered.
For express purchases, Australia Post has announced (here) that they have seen delays begin to occur in the Express Post network. Please allow an extra 1-2 days for your item to be delivered.
For international orders, there are delays in certain countries. Please refer to the service updates from Australia Post for details.
- There are flight disruptions and cancellations impacting all inbound and outbound items to USA.We expect delays to USA of up to 2-4 weeks due to flight cancellations and government restrictions because of COVID-19. Express items will be given priority over Standard items during this time.
2. Can I change my delivery address due to changes in my workplace?
If you need to change your delivery address, please contact us as soon as possible so we have more time to change the route of your parcel. We cannot guarantee that all address changes will be processed. However, in these unprecedented times, we hope to help where possible. Thus, if your parcel is returned to our warehouse due to an unsuccessful delivery at your workplace that has since closed, we have decided that we will re-send your parcel free of charge.
3. I can't meet the 14 day exchange window because I'm in self-quarantine. Will you still accept my exchange / return?
Yes. We have since increased our exchange / return policy to 30 days. If you are in self-quarantine and cannot go to your local Post Office, please contact email@example.com. We can assist by sending through a return label and deduct $10 from your return or store credit.