Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We completely understand that plans can change! If you need to cancel or make changes to your order, please reach out to us as soon as possible so we can do our best to accommodate your request. The sooner you contact us, the more likely we are to catch your order before it's processed or dispatched. You can get in touch with our friendly team by calling (03) 9942 6099 or emailing orders@boutiquetiles.com.au during our business hours, Monday to Saturday, 9am–6pm EST. We're always happy to help.
How can I track my order?
How can I track my order?
We want you to feel confident and informed every step of the way! Once your order has been dispatched, you'll receive a confirmation email with your tracking details so you can follow its journey right to your door. If you haven't received tracking information or have any questions about your delivery, please don't hesitate to contact us at (03) 9942 6099 or orders@boutiquetiles.com.au — we'll be glad to look into it for you.
What if there is a problem with my order?
What if there is a problem with my order?
Your satisfaction is incredibly important to us, and we sincerely apologise for any inconvenience. If something isn't quite right with your order — whether it's a damaged item, an incorrect product, or anything else — please contact our team at (03) 9942 6099 or email us at orders@boutiquetiles.com.au with your order number and a description (photos are always helpful too). We'll work quickly to find the best solution for you.
I didn't receive all off my order?
I didn't receive all off my order?
We're sorry to hear that! In some cases, items may be shipped separately and could arrive at different times. However, if you believe part of your order is missing, please get in touch with us right away at (03) 9942 6099 or orders@boutiquetiles.com.au with your order number, and we'll investigate promptly and make sure everything is resolved to your satisfaction.
Returns & Exchange
What is your returns policy?
What is your returns policy?
At Boutique Home Centre, we want you to be completely happy with your purchase. If for any reason you're not satisfied, we're here to help. We accept returns on eligible items within a reasonable timeframe, provided they are unused, in their original condition, and accompanied by proof of purchase. Please note that certain items such as custom orders, cut-to-size products, or clearance items may not be eligible for return. For full details specific to your purchase, our team is always happy to walk you through the process — simply call us on (03) 9942 6099 or email orders@boutiquetiles.com.au.
How do I initiate a return?
How do I initiate a return?
We've made the process as straightforward as possible for you. To get started, simply contact our customer service team at (03) 9942 6099 or send us an email at orders@boutiquetiles.com.au with your order number and the reason for your return. One of our friendly team members will guide you through the next steps, including any packaging or shipping instructions. We kindly ask that all items be returned in their original, unused condition to ensure a smooth process.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Absolutely — we're happy to help with exchanges wherever possible! If you'd like to swap an item for a different size, colour, or product, please reach out to us at (03) 9942 6099 or orders@boutiquetiles.com.au with your order details and what you'd like instead. We'll check availability and do our very best to arrange the exchange for you promptly. Please note that exchanges are subject to stock availability and the item being in its original, unused condition.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
We know your time is valuable, and we aim to process all returns and exchanges as quickly as possible. Once we receive your returned item at our Laverton North location and confirm it meets our return conditions, you can typically expect processing to be completed within 5–10 business days. Refunds will be issued to your original payment method, and you'll receive a confirmation once everything has been finalised. If you'd like an update at any point, please don't hesitate to contact us at (03) 9942 6099 or orders@boutiquetiles.com.au — we're always happy to keep you informed.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
We appreciate your excitement to receive your order! Shipping times can vary depending on your location, the size of your order, and product availability. For standard deliveries within the Melbourne metropolitan area, you can generally expect your order to arrive within 3–7 business days. Regional and interstate deliveries may take a little longer. Rest assured, once your order is dispatched, we'll send you tracking details so you can follow its progress. If you have any questions about estimated delivery times for your specific order, our team is happy to help — just give us a call on (03) 9942 6099 or email orders@boutiquetiles.com.au.
Do you offer expedited shipping?
Do you offer expedited shipping?
We understand that sometimes you need your items sooner rather than later! While our standard shipping is designed to get your order to you as efficiently as possible, we may be able to arrange expedited or priority shipping depending on your location and the nature of your order. We'd love to explore the best options for you, so please contact our team at (03) 9942 6099 or email us at orders@boutiquetiles.com.au with your order details, and we'll do everything we can to accommodate your timeline. Additional shipping charges may apply for expedited services.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
We completely understand that circumstances can change! If you need to update your shipping address, please contact us as soon as possible so we can make the adjustment before your order is dispatched. Once an order has left our warehouse, unfortunately we may not be able to redirect it, so the sooner you reach out, the better. Simply call our friendly team on (03) 9942 6099 or email orders@boutiquetiles.com.au with your order number and the updated address, and we'll do our very best to make the change for you. Your convenience is always our priority.