Frequently Asked Questions (FAQs)
Where are you based?
Elegant Femme is a brand and trading name that operates under the legal name Acute Professional Services Pty Ltd. We are a family owned business based in Werribee, Victoria, Australia.
What's your usual shipping and delivery timeframe?
Shipping and delivery are subject to stock levels, processing time (depends on how busy we are), your location and the method of shipping chosen by you during checkout.
Our standard shipping time frames are 3-5 Business Days within Australian Metropolitan regions. A vast majority of our Metro customers get their deliveries within 2-3 business days. For regional deliveries please allow up to 10 working days, although a vast majority of our regional deliveries are made within a week.
We try our best to deliver the goods within a reasonable timeframe, however, from time to time particularly during busy periods, our shipping service providers may suffer delays beyond our control. Please allow up to 2 weeks delivery in extreme cases (for standard shipping).
What are the shipping charges?
Shipping charges are subject to your location and the shipping option chosen at the time of checkout. We offer standard and express shipping that are subject to different fees and charges. These will be made available to you at checkout.
Express shipping is not available in all areas and countries.
Australian customers can choose Express shipping for most areas because we use Australia Post as our shipping partner.
However, customers from other countries are encouraged to use the standard shipping options in order to keep the shipping costs low. However, if faster options are available and you are willing to bear the higher shipping cost, we are more than happy to assist.
What if the item is faulty or defective?
Whilst we take utmost care in packaging the items securely, we also ensure that the items are not defective at the time of dispatching the item.
However, we understand that things could go wrong occasionally and you may receive a faulty or defective item due to any unforeseen reason. In which case we encourage you to contact us immediately.
If we determine that the fault claim is legitimate we will happily provide you with a replacement. However, the replacement will only be shipped once we receive the defective item back from you.
In some cases we might not ask for the item to be shipped back to us, but that's purely on a case by case basis and at our sole discretion.
What if I change my mind?
Not a problem - as long as the item is not used or worn and is sent back to us within 28 days of receiving with original tags and/or packaging. Once we have received the item we can provide you with a store credit or refund.
However, since the return process can be time consuming and often stressful for some people, we high recommend you do the following:
1) Look at the item pictures and description to clearly understand what you are buying.
2) If you are unsure, please contact us with any item related queries before placing an order.
3) Commit to the purchase only if you are satisfied with the information provided on the website or by our customer support team member.