CORONA VIRUS UPDATE
As COVID-19 continues to develop and we face these challenging and unprecedented times together, we hope that you are taking care of yourself, your loved ones and looking out for the people around you.
Here at Runway Scout, we are operating as normal and have taken great care to actively implement a high level of health and safety measures throughout our workplace to ensure that all of our staff remain healthy, happy and safe at all times.
We have also made some changes to our Returns Policy as we understand that many of our customers may currently be experiencing disruptions in their day to day life. In light of this we are temporarily extending our returns period from 14 days to 60 days for all domestic and international returns.
There are currently NO interruptions to our domestic shipping processes for our Australian customers.
There are delays to deliveries for some of our overseas customers who are currently impacted by government lockdowns. Australia Post is working with partner airlines and other postal operators to move items as quickly as possible. Please refer to this LINK for further information.
Like most of you, we continue to monitor and follow the advice provided by the World Health Organisation as well as the Government on a daily basis and are committed to adopting the recommended guidelines with our staff and customers wellbeing at the forefront of our decisions.
We want to sincerely thank all of our customers for your continued support and for being part of the Runway Scout community! We appreciate you more than you know!
If you have any questions or concerns at all, please don’t hesitate to connect with us – we would love to hear from you!
For now, take care of yourselves and each other and together we will get through this!
The team at Runway Scout xx
DO YOU HAVE A SIZE GUIDE?
All of our sizing is in Australian sizing (Size 6 to 14 or XS to XL - our size range will vary depending on the style and label).
We always make a note of what size our model is wearing and her measurements, to help our customers determine what size they may be.
If a style runs small or large to size, we will make a note about this and recommend to go up or down a size. Please also refer to our SIZE GUIDE
DO I NEED TO SET UP AN ACCOUNT BEFORE PURCHASING?
No, you don't need to set up an account, you can choose to checkout as a Guest instead. We recommend creating an account as this will allow you to move through the checkout process faster on your next purchase with us, with your address details and email preferences saved.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept payment by PayPal, Credit Card (Visa, Mastercard or AMEX) or Afterpay.
We use a secure third-party payment gateway (EWAY) to process our credit card transactions.
All prices are shown in Australian dollars (AUD) and include 10% GST (Goods and Services Tax).
PAYING WITH A CREDIT CARD
We use eWAY as our secure third-party payment gateway for processing credit card transactions. We do NOT store any of your credit card details, so you can have confidence that your information is kept secure and private when shopping with us.
PAYING BY PAYPAL
You will be automatically taken to our integrated Paypal page.
PAYING BY AFTERPAY
For more information regarding Afterpay payments & Runwayscout visit our AFTERPAY PAGE.
Orders will be processed as soon as payment is received and cleared. If payment is received on a public holiday, weekend or other non-banking day, your order will be processed the next business day.
Generally, orders received by 12 midday on a business day will be dispatched that day.
We reserve the right to change our prices on any style at our discretion
WHICH COUNTRIES DO YOU DELIVER TO?
We deliver worldwide, within Australia and overseas.
WHAT IS YOUR DELIVERY POLICY?
We use Australia Post Express Parcel Post for all orders in Australia at a flat rate of $8.95.
We offer FREE EXPRESS SHIPPING for all Australian orders of $80 or more, excluding the cost of shipping. Free shipping is automatically applied at checkout.
For Metro Areas please expect your parcel to arrive within 1-2 Business Days after dispatch
For Regional Areas please expect your parcel to arrive within 2-4 Business Days after dispatch
Please note during busy periods (promotional sales, public holidays & Christmas periods) we cannot guarantee these timeframes.
If you're unsure if your area is Metro or Regional, please click this link here and enter in 4170 in the 'from' section and your nominated postcode or suburb in the 'to' section.
All parcels require a signature on delivery - if you are not at home Australia Post will leave a calling card advising you to collect your parcel from your local post office. Alternatively, during the Checkout Process, you can request that your parcel be left in a safe place (without a signature) by noting this in the 'comments/notes' section.
OUTSIDE OF AUSTRALIA / INTERNATIONAL ORDERS
UNITED STATES & CANADA
FREE standard shipping on all orders via Australia Post Pack and Track (5-10 days)
$25 Express Shipping via International Courier (2-5 days)
FREE standard shipping on all orders via Australia Post Pack and Track (5-10 days)
$19 Express Shipping via International Courier (2-5 days)
REST OF THE WORLD
$25 standard shipping on all orders via Australia Post Pack and Track (5-10 days)
Tracking information is sent via email at 5pm AEST on the day that orders are shipped out.
We are not responsible for another country's taxes or customs charges which may be imposed when your parcel is delivered, nor any delays in transit. We will not accept parcels back for a refund where the customer has chosen to reject customs charges, as these are the responsibility of the customer.
The above timeframes are not guaranteed and delays may occur beyond our control. Runway Scout is not responsible for any delays in receiving your parcel (for example, delays caused by a country's customs/border control department), nor for any customs or any other taxes which may be imposed by your country.
WHEN DO YOU DISPATCH YOUR ORDERS?
We endeavour to dispatch same-day all orders received by 10am AEST on a business day. A tracking number will be emailed to you when your order has been dispatched. We are not responsible for parcels that are lost in transit due to the fault of Australia Post or other delivery carrier - we will endeavour to trace your parcel on your behalf and lodge an investigation if required.
HOW DO I RETURN AN ITEM?
All full-priced items can be returned for an Online Credit within 14 days of receiving your parcel (21 days for international orders). We do not provide refunds or exchanges. Your Online Credit (which will be sent in the form of an online Gift Card) can be used to purchase the new size or style you may require.
Strictly no returns on items marked as Final Sale (this will be specified on the product page and applies to all styles which have been reduced to $30 and under). Any Final Sale items which are returned will be refused upon delivery and returned to sender.
All items must be returned to us new, unworn and with all original swing tags attached. Returns received outside of the required timeframe may be refused and sent back to you. You must arrange to send the item back to us at your own cost.
CONDITIONS OF RETURN
We do not accept responsibility for items that are lost or damaged when being sent back to us (we recommend keeping a copy of the tracking number).
Returns that are deemed to have been worn (not just 'tried on'), washed or altered will not be accepted - this includes any make-up, fake tan marks or other stains on the clothing.
In the unlikely event an item is faulty please contact us on firstname.lastname@example.org for further assistance - in accordance with Australian consumer law, we will provide a replacement, credit note or refund.
RunwayScout.com - RETURNS
PO Box 12
Cannon Hill, QLD
Please follow the wash instructions on your clothing - for example, if your clothing specifies dry clean only we recommend using a specialist dry cleaner. If you have not followed the wash instructions as tagged on your clothing and your clothing is damaged we cannot accept a return.
FAIR WEAR AND TEAR
If a button falls off or zip breaks after you wear your clothing due to fair wear and tear, we cannot accept a return.
WHAT ARE YOUR PRE-ORDER TERMS?
When an item is in high demand we often place it on pre-order, which means you pay for the item in full and we'll reserve your size for you.
If you order other items with your pre-order your parcel will only be sent when your pre-order has also arrived (i.e. all items will be sent to you together). If you would prefer your non pre-order item to be sent straight away, please place a separate order.
We do not accept responsibility for delays on the Designer's behalf and do not accept cancellations because of this. Our timeframes for delivery are our best estimates only provided by the Designer.
Once you receive your pre-order our flexible returns & exchange policy continues to apply.
We are unable to cancel pre-orders or change the size once your pre-order has been placed.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
All items are in stock unless displayed as Sold Out. If you have an item in your Shopping Bag awaiting payment, it may still be purchased by another customer until you have completed your order.
If you have purchased an item and on the very rare occasion it is out of stock, we will contact you immediately to arrange an agreeable alternative item, backorder or full refund.
HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?
All prices include Australian Goods & Services Tax (GST). No other tax or duty will be applied to orders delivered within Australia. We are not responsible for any taxes or import duties imposed on items delivered outside Australia and we will not refund a customer for any such charges. If you are unsure about this, please contact your local Customs Office.
IS IT SAFE TO USE MY CREDIT CARD ONLINE?
Your personal online security is extremely important to us. We do NOT store any of your credit card details, nor do we have access to this information. We use a third party gateway system (Eway) to process our credit card payments, so you can be confident when shopping with us that your security and privacy are protected.
CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED?
Please contact us immediately (within 1 hour) of making your purchase if you wish to change your order. After this timeframe we are unable to change or cancel orders.