Customer Care - FAQ

online shopping


Do i need to create an account?

No, you do not need to create an account to shop with us, but you

are welcome to create one so your details are stored for future



Will you hold garments for me?

Unfortunately we cannot hold garments either online or in store.


Do you offer layby?

Lay-bys are not available online or in store.


I've seen something instore but i can't find it online?

We aim to have as much of our range available online. However, from time to time items may sell out.  If you cannot see the item you want online, please contact us on 03 9347 3473.



online payments


What payment methods do you accept?

We accept payments via Paypal Express Checkout (you do not need to have a Paypal account to process payment) and payment is accepted with Visa, Mastercard, American Express.  What is Paypal?  Please visit the Paypal site directly to the following link for further information.


We do accept phone orders.  You can select your styles online and upon checkout (on the Payment Details page), please select Phone Order.  When we receive your order we will contact you by phone to organise payment.  Please allow 24 hours for us to contact you.


Unfortunately, we do not accept Diners Club, cheques or money orders in our online store. 


When is payment processed?

If you select Paypal Express Checkout, payment will be processed at time of order.  When you checkout and accept out terms and conditions, you will be re-directed to the Paypal page where you can confirm payment. Payments via Paypal will appear on your credit card or bank statement as *PAYPAL PUMPKINNOMI.


If you select phone order, we will contact you during business hours (AEST) to organise payment.  Please allow 24 hours for us to contact you.


I'm not sure my payment went through.  How can I check?

If the order confirmation page appeared after your payment and you received an order confirmation email then your payment has gone through.  If you’re still unsure, please contact your bank for further information.


My payment has been declined. What do I do?

Please double check that the card details you supplied (including the expiry date, card type and CCV number) are all correct. Otherwise you can enter the details of another card and try again.


 If the problem persists you can contact your bank for details of why the payment was declined.


What currency do you use for online purchases?

All prices and purchases are in Australian Dollars. Prices are inclusive of GST in Australian Dollars.  For international purchases, prices will be adjusted to exclude the GST before payment is processed.


Do you accept phone payments?

We accept phone payments for purchases in our online store and we only accept credit card payments over the phone. You can purchase items directly from our store using your credit card. For Australian orders, $10.00 postage is charged in addition to the price of your order. For international orders, $50.00 is charged in addition to the price of your order. 



shipping & delivery policy


We aim to deliver merchandise within three to five (3-5) business days of accepting your order.  We only use reputable postage and courier services to deliver merchandise to the delivery address selected by you  (Australia Post in most instances).  


As most orders are delivered via registered Australia Post, we recommend your work address or other suitable daytime address to ensure someone is available to accept your order. If no one is available to accept delivery, a card will be left for you and the parcel will be taken to your nearest Post Office where you can collect it. We also deliver to PO Boxes. Standard delivery time is between 3-5 working days for orders within Australia. We accept no responsibility or liability for undelivered merchandise. We accept no responsibility or liability if merchandise is returned to us or if there is a delay in delivery which is beyond our reasonable control.


Deliveries within Australia are charged a flat postage rate of $10.00. Our international delivery rate is a flat rate of $55.00. This delivery charge does not include possible taxes or duties which may be applied by customs. Any customs duties, foreign taxes or other fees are the responsibility of the customer.


returns policy


online/phone order returns


At idyl, customer service is our number one priority and we want to ensure your shopping experience online with us is easy and enjoyable. 

We are dedicated in providing the highest quality products and service to our you and take great pride in the excellent quality and fit of our clothing.  We hope that you like what you have ordered, but if something isn’t right, please let us know right away.  We will gladly help you with an exchange or refund.


Our ‘Online/Phone Order Returns’ policy covers 'change of mind', incorrect item or size purchased, incorrect item or size delivered and any faulty items - although rest assured our Quality Control Team check all garments to ensure they meet our high quality standards.


We are happy to accept your exchange or refund for change of mind within 14 days from receipt of garment. 


Please note, for all refunds:


  • Returned garments must be accompanied with original receipt (proof of purchase).

  • The garments must be returned in their original condition, unused and unwashed with all tags still attached. Garments that have been soiled with makeup, deodorant, body odour etc will not be accepted

  • In the case of items being exchanged, we will resend the new item free of additional postage charges (with the exception of international exchanges).

  • We will try our best to exchange the garment as requested, however if the garment is out of stock, we will refund you the garment cost instead. Unfortunately freight is non-refundable.

  • Refunds will be made in the same manner as original payment.

  • Credit will be processed upon receipt, inspection and verification of the returned garments.

We recommend sending the returned garment via Australia Express Post or Courier to ensure safe and documented delivery.  Please ensure that you include a copy of your receipt with your package. 


All online returns should be sent with the above supporting documentation to:


idyl return orders

388 Lygon Street

Carlton VIC 3053



Alternatively, you can return merchandise to our idyl store within 14 days of receipt of purcase.  Just take in your receipt and the credit card you used when you ordered. 


store returns


If you wish to return a garment that was purchased in our idyl store, the garment must be returned back to the store.  You can choose to have a refund where goods are faulty, or exchange or credit, within 14 days of purchase.


Please note, for all returns:


  • Your original receipt is required

  • The garments must be returned in their original condition, unused and unwashed with all tags still attached. Garments that have been soiled with makeup, deodorant, body odour etc will not be accepted


who do I contact if I have any queries?

If you have any questions or queries, or would like to have a chat about returning your order please contact us on (03) 9347 3473 or email



Our contact hours are Monday through Friday, 9am-5pm AEST.



 T   +61 3 9347 3473           F   +61 3 9347 3473           E 


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