Frequently Asked Questions
Frequently Asked Questions
ARE CAMILLA BOUTIQUES OPEN?
For information on your local CAMILLA boutique, please review each individual boutique's updated opening hours here:
You can also book an in-person or virtual video styling session with your preferred CAMILLA boutique or with our Online boutique Angels here:
DO YOU OFFER CLICK & COLLECT?
Yes. Click & Collect is a Free service available at selected retail boutiques in Australia. Please allow up to 5 business days for your order to be ready for collection. For more information please click here.
WHAT IS CAMILLA BOUTIQUE'S HYGIENE POLICY?
CAMILLA boutiques are operating under strict protocols regarding sanitation and frequent cleaning, which includes but is not limited to:
-Full clean of all surfaces between Angel appointments
-Medical grade cleaning products
-Hand sanitiser and disposable gloves available in all boutiques for Angels and guests
-Practicing and adhering to social distancing rules for all boutiques
-Flooring decals to assist guests adhere to recommended social distancing guidelines
We want to offer our tribe the best possible experience of our CAMILLA realm and thank you for your support. For any questions, please reach out directly to our Customer Care Team.
HOW DO I BOOK A STYLING APPOINTMENT?
CAMILLA boutiques offer personal styling sessions in-person or virtually with our CAMILLA boutique or Online boutique Angels who are ready to introduce you to the tribe and discover your style in the world of CAMILLA. Styling sessions offer help with styling an outfit, bridal services, special occasions or just assistance with new ways of styling your CAMILLA.
DO YOU HAVE WORLDWIDE CAMILLA BOUTIQUES?
We have many CAMILLA stores around Australia and The United States filled with CAMILLA Angels ready to introduce you to the tribe and discover your style in the world of CAMILLA. Find your CAMILLA boutique here.
We also have global stockists in many countries around the world. Find your CAMILLA stockist here.
HOW CAN I SPEAK TO YOUR TEAM?
Due to the above, we have had a large volume of requests to our Customer Care Angels, who are working hard to get back to you as quickly as possible.
You can help our angels too by following the ‘self-help’ Angel tip before reaching out. Please consider if you can find the information yourself.
- The product description
- Online size guide
- My email confirmation
- Reaching out to the delivery partner directly
Our Angels are here to help during these extraordinary times and want nothing more than to share that extra CAMILLA sparkle. Please understand we are doing everything we can to get that bit of colour into your life.
WILL THERE BE DELAYS IN DISPATCH TIMES?
There will be delays in our processing times as there are fewer Angels working at a time in our warehouse which has direct impact on how quickly we can pick, pack and dispatch your new treasures. As always, our Angels are working as quickly as possible. However, there will be delays in dispatch times.
WILL THERE BE DELIVERY DELAYS?
Our delivery partners, Australia Post and DHL have experienced significant increases in demand across their networks which is in turn causing some delays and service interruptions in in certain areas. Please be assured that you purchase will be safely received, despite a lack of tracking or unusual tracking information on the Australia Post system.
WILL THERE BE CHANGES TO DROP SCHEDULES?
There may be unforeseen changes throughout our collection surrounding launch dates and garment availability.
We acknowledge that there will be some things that are out of our hands, and we appreciate your continued love and support. We will continue to keep our tribe as best informed as we possibly can and work our Angel magic to provide the CAMILLA service levels you know and love.
THE CAMILLA PIECE I WANT IS NO LONGER ON THE WEBSITE?
If the product is no longer listed on our website it has sold out for the time being. Current challenges to our supply chain often mean these will be replenished at a later date. If this is the case, please click NOTIFY ME and we will notify you once the product is back in stock.
I NEED TO CHANGE/CANCEL SOMETHING ON MY ORDER. HOW DO I DO THAT?
If you’ve order something that you wish to change or cancel, you will need to wait for the delivery of your order, check our returns policy and follow our easy return steps here.
HAS MY ORDER BEEN SHIPPED YET?
Once your order has been shipped, you will receive an email with tracking details. You can also check the status of your order by logging into your account. Click here to login to your account.
HOW DO I RETURN MY ORDER?
Returning is easy. For our full returns policy and how to make a return for all customers click here. Check our returns policy and the steps to return your item. Please note our returns policy for Retail Boutiques and e-boutique vary.
HOW WILL MY RETURN BE PROCESSED?
All refunds from CAMILLA are reverse transactions back to the same payment method you used when you placed your CAMILLA order with the exception being if your return will be processed as a credit note due to our Return Policy.
Once your item is received, we will email you a confirmation of your refund or credit note. Please note during this busy sale period returns can take up to 5 business days to process.
Please don't hesitate to contact the CAMILLA Customer Care Angels at https://au.camilla.com/pages/contact-us if there's anything else we can help you with.
DO YOU OFFER PAYMENT PLANS?
Our e-boutique offers flexible payment plans through Afterpay, Klarna and Zippay.
WHERE ARE MY E-BOUTIQUE CREDITS AND HOW CAN I USE THEM?
- To use your Online Gift Card, please follow the click through link in the gift card email you have received.
- If you cannot locate your Online Gift Card email, please let us know and we would be happy to resend this for you. Please note this can only be sent to the email address initially associated with the Online Gift Card.
- Enter the code at the payment page of the checkout process in the box labelled ‘GIFT CARD’.
- Your gift card will apply to your order and the total order value will decrease.
We hope this is helpful. If there is anything else, we can help you with please don’t hesitate to get in touch with the Customer Care Angels.
HOW DO I LOOK AFTER MY CAMILLA?
CAMILLA offers a wide range of product each with individual care instructions.
Click here for more information on caring for your CAMILLA piece.
I DON'T KNOW MY PASSWORD?
Go to your account page and press “Reset Password”. This will prompt you to add you email address, after entering, press submit. You’ll receive an email with steps to change your password.