Customer Care

About Us

The “Runway Girl” partnership all started in late 2006.  Ashley Wilson and Mehdi Barzegari decided to start up their own business and with Ashley’s background in fashion & design along with Mehdi’s experience in marketing and sales; it seemed to be the perfect combination for creating a fresh, new experience to online fashion shopping.

Runway Girl strides to provide a good representation of designer labels as well as focusing on customer service to provide a pleasant, easy & fun way to shop online. 

During their year of planning, they aimed to make Runway Girl a website that would be fun, user friendly and aesthetically pleasing. They consulted with a professional in this field (Luke Hayes), and took a course in website creation and marketing. Much was gained from the course and this led to the start of Runway Girl. In collaboration with Digital Revolution and Rob Wood (graphic designer from Complement),
www.RunwayGirl.com.au was born!

Conditions of Use

By placing an order with Runwaygirl.com.au you agree to the Terms and Conditions below. Persons who place an order with Runwaygirl.com.au are bound by a contract to these terms and conditions and in accordance with Australian Laws.

Customers must provide payment details that are their own, must be valid and correct. If information is found to be false or incorrect, orders will be cancelled immediately.

Disclaimer:
Runwaygirl will always display all products and information as accurately as possible. Especially relating to colour, there are a number of factors that can affect the way products are portrayed (photo lighting and resolution, monitor settings, type of computer, etc.). Sizing may not always be the same with different brands and products, therefore please ensure that you attempt fitting as soon as you receive a product and Contact Us if there are any queries.

The staff at Runwaygirl will attempt to reproduce the products as accurately as possible. Customer satisfaction is the most important thing to us, and if you are unsatisfied with your purchase then please do not hesitate to Contact Us as soon as you receive your product.

We will attempt to deal with any product issues as promptly and professionally as possible.

Rights of Runwaygirl.com.au:
As an online retailer, Runwaygirl.com.au reserves the right to cancel any orders (whole or parts). If an order is cancelled for any reason, you will be notified as soon as possible and refunded the correct amount accordingly.
All orders placed through our website are subject to availability.

Privacy Policy

Your privacy is extremely important to us. We want you to be comfortable in purchasing products from Runwaygirl and sharing your information with us without worrying about how this information is used.

Runwaygirl.com.au will only use information gathered from you to place and process your orders and to keep you up-to-date with relevant information about the products that you love!

We will not share your credit card or personal information with third parties, other than to process payments and fulfil orders. We are in the fashion business and are only happy when our customers are happy, therefore we only collect information that is necessary to keep you satisfied with our products and our service.

We may use your email address to keep you updated with new and exciting fashions and sales that we know you all appreciate.

If you are not interested in this information you can opt not to receive updates.

All details gathered from you must be true and if found otherwise may result in termination of orders and discontinuation of business relationships.

If you have any further inquiries about our privacy policy and how your information is treated please do not hesitate to contact us (details on Contact Us page).

Payment Options

Payments for items can be made in the following forms:

• Credit Card (Visa and MasterCard)
• Direct Transfer * NEW BANK DETAILS (ACC NAME: Runway Girl BSB: 112-879 ACC: 491434574) 
• Australian Money Order (Australian Purchases only)

Money Orders are to be made out to: Runway Girl
Posted To: Po Box 431, Alexandria NSW 1435

All prices quoted on our website are in Australian Dollars (AUD), overseas customers will need to convert this to the appropriate currency.
All product prices include Australian Goods and Services Tax (GST).

Note: Overseas purchases may be charged with a fee from your bank or financial institution for currency conversion or overseas purchase. Any third party charges are not the responsibility of Runwaygirl.com.au.

All orders that are paid for by direct transfer or Australian Money Order will not be shipped until the payment has been received and cleared. Orders which payment is not cleared within 5 business working days will be cancelled and an email will be sent to inform you of such a situation.

Pre-Orders

Pre-Orders are now available at Runway Girl. All pre-orders are listed in a separate section on the right hand corner of the top toolbar. All pre-orders require full payment (+ shipping) and when the item arrives, it will be dispatched accordingly.
We offer exchanges, store credits and refunds (excluding shipping) provided that all of our returns conditions are met:

• Runway Girl is contacted within 7 days of delivery.
• The item is returned with all tags and packaging intact.
• The item is unworn and in brand new condition.

Please see RETURNS & EXCHANGES for further details.

If you are interested in pre-ordering any items which are “sold out”, please contact the customer care team at customercare@runwaygirl.com.au and we will try to either order the item/s in for you or place you on our list for pre-order cancellations and returns.

Returns and Exchanges

Exchanges:
Runway girl are more than happy to help with your exchanges. If you happen to have purchased the incorrect size and would like to exchange it for another, please contact us at customercare@runwaygirl.com.au or  1300658911 within 7 days of receiving your order and you will be sent an email which will give you instructions on returning the item/s. The email will also include a Return Authorisation Number which you will need to return the item (please note that items will not be accepted without a Return Authorisation number). Returns need to be received within 14 days from the issue of your RAN. Returns received after this time will not be accepted.

Once the item has been received and has undergone a quality control check to ensure that the item has not been worn and that tags are still intact, the new size will be dispatched.

We ask that you return your item via registered post. Any item that is not sent via registered post and goes missing in the post, will not be credited/exchanged or refunded. 

* Please note that on a second return from the same purchase, we can only offer you an exchange or a store credit (no refund).
* All items marked as a final sale, no return - cannot be returned. This will be stipulated in the product description where you add your size and quantity to your shopping bag.

Faulty Items:
If you receive a faulty product, please contact the customer care team immediately so that we can have the item exchanged/repaired for you. You can contact us at customercare@runwaygirl.com.au or 1300658911 and you will also be given instructions and a Return Authorisation Number.

•  Please note that customers will not be charged an additional delivery fee for the exchange/repair.

Refunds:
Runway girl wants you to be happy with your purchase. If you are unhappy with what you have purchased, please contact us at customercare@runwaygirl.com.au or on 1300658911 within 7 days of receiving your purchase. You will be sent an email which will give instructions on returning the garment. The email will also include a Return Authorisation Number which you will need to return the item (please note that items will not be accepted without a Return Authorisation number). Returns need to be received within 14 days from the issue of your RAN. Returns received after this time will not be accepted.

Once the item has been received and has undergone a quality control check to ensure that the item has not been worn and that tags are still intact, the purchase amount will be credited to the purchaser’s credit card or account within 5 business days (refunds can take up to 5 days to reach the nominated account).

Please note that in order for us to accept exchanges & refunds on swimwear; they must still have the hygiene strip in place as well as the standard return conditions. Shoes must also be returned unworn and in their original packaging and jewellery to also be return in the original packaging.

Please make sure that you thoroughly check your product and try it on when you receive it to ensure that you are happy with your purchase. Refunds & exchanges will not be permitted after 7 days of your purchase being delivered.

* Please note that on a second return from the same purchase, we can only offer you an exchange or a store credit (no refund).
* Refunds and exchanges also apply to sale items.
* All items marked as a final sale, no return - cannot be returned. This will be stipulated in the product description where you add your size and quantity to your shopping bag.

Shipping and Handling

Domestic:

Runway Girl’s chosen courier company is Australian Air Express. All purchases made within Australia will be delivered by Australian Air Express within 5 business days from the day of purchase. Most deliveries are an overnight service, this is not guaranteed but we do our best to get your delivery to you as soon as possible. Orders received before 12pm on a business day will be dispatched the same day, orders received after this time will be dispatched the following business day. Customers will be charged a flat rate of $9.50 per delivery and all deliveries will be made Monday through to Friday.

NB: Refer to "Payment Options" regarding delivery of goods purchased with money order/direct deposit.

A signature is required on delivery, therefore we recommend a work address or Po Box Address if this is more convenient for you. You can give authority to have your parcel left on your premises without a signature but you will need to notify Runway Girl in the comments section when entering your shipping information.

Please note: Runway Girl takes no responsibility should an article be left with the customer’s authorisation and the parcel goes missing from the premises.

Delivery of your purchase can be tracked on the Australian Air Express courier website or through the Australian Air Express link on runwaygirl.com.au in the customer care tab under “track my parcel”.

 
International:

Runwaygirl delivers internationally to Asia-pacific, USA, UK and parts of Europe at a flat rate of $AUD 40.00 via Australia Post. Orders will be sent using Air Mail and will be registered. Please contact Runwaygirl at customercare@runnwaygirl.com.au before ordering to check whether we can deliver to your destination.

Delivery will be within 5-12 working days from the day of purchase.

A signature is required on delivery, therefore we recommend a work address if this is more convenient for you.

Please note that due to some various countries customs procedures, there may be a longer delay with delivery, we cannot assume responsibility for delays.

Runwaygirl will not be held responsible for any additional taxes incurred by your country. Please check your local customs procedures regarding taxes.

Sizing Table

* Guide Only. Please refer to the notes of each specific product as any variations in sizes will be described.

Security

We understand that placing your Credit card details on the Internet may be unnerving but rest assured that we go to great measures to ensure your credit card is safe. We do not share your information with third parties; our online system automatically uses the advanced SSL V3 encryption standard to process your information and keeps you and your credit card safe.

If for any reason you are uncomfortable placing an order, please Contact Us for further information.

Testimonials

"I just wanted to say thank you so much for the very fast delivery of my tigerlily dress! This is my first time doing business with you guys and will definitely be back and will recommend you to others :) thank you so much!"
Ai - Balgowlah NSW 

"I would just like to thank you for my Tigerlily cardi that arrived in the mail today. The service right from the start was exceptional. And the packaging was lovely. I will certainly be purchasing from Runway Girl again."
Kim - Belmont VIC

"I wanted to let you know what a pleasure it was to receive my recent order. It was presented so beautifully and arrived so quickly!!"
Linda - Terrigal NSW 

"Your website was amazing to navigate, your clothes are amazing and so was the customer service and i will DEFINITELY be back!! Once again thank you!" 
Lara - Glenella QLD

"I just wanted to say thank-you for your wonderful service and speedy delivery. I just received my dress and I couldn't be happier."
Claire - Giralang ACT

"I just wanted to say that I received my garment this morning & it is beautiful. Thank you for getting it to me so quickly."
Sara - Leabrook SA

"Thanks for a great shopping experience. The package arrived quickly and beautifully presented!"
Maria - Mullaway NSW

"Received my shoes today and they are beautiful! Thanks guys, will definitely buy again : )"
Eleanor - Kellyville NSW

"Many thanks for the stunning service, I look forward to shopping with you again very soon."
Carrie - Sydney NSW

"Just wanting to say thankyou so much for such fast delivery!! Not often you get that when shopping online!!! I have been recommending you to everyone I know!! Thanks again!!"
Jenna - Lambton NSW

"Hi, I received the Tigerlily dress today, I love it, great fit. I can't believe how quickly it arrived. Lovely way it was packaged also. Thankyou very much! :)"
Siobhan - Wattle Glen VIC

"Runway girl team, Couldn't have been happier with the service. I just received my dress and not only was it immaculately presented and packaged but it made me so excited to open it! I was like a little kid at Christmas! It helped that I had it delivered to work where a number of female colleagues gathered around and made me try it on. Would order with you again and have recommended the site to most stylish girls I have come across. Thank you so much!"
Catherine - Cowra NSW

"Received my top today in post, thanks for such quick and helpful customer service, very happy!"
Minnie - Hawthorn SA

"I just wanted to say how impressed I am with your customer service. I got my order within 24 hours - WOW!"
Dani - Moonee Ponds VIC

"Hi! Just wanted to let you know that we received our order on Tuesday. We love them and were thrilled with your excellent service. All the best for Christmas and we look forward to more shopping next year."
Merryn - Scoresby VIC

"I received my dress in the mail this morning and just wanted to say thank you for the fast and friendly service. I'll continue to check out what items you're selling online, Thanks again!" 
Alexandra - Surry Hills NSW

"Received my dress and scarf today and they are just gorgeous!! Absolutely stunning :) Thank you for the quick delivery and lovely packaging."
Tanya - East Perth WA

"I just wanted to email you to say thank you SOOO much for my dress. It has arrived this morning BEAUTIFULLY packaged and as a customer its amazing to see an online store especially take so much care in the way goods are received.
I am definitely planning to buy from you again and have recommended your website to my mum and friends.
Have a lovely day and thanks again."
Rebecca - Penrose New Zealand

"Thanks again! Runway girl has such great service!! I look forward to buying something in the future! The site has such great clothes!!"
 Thank you!!
Kelli - Wakerley QLD

"How fast do you guys work??!! I received my skirt today (Monday) after only paying for it on Friday! It is THE most beautiful skirt! Thank you Thank You!! I love the presentation! Very professional. I'll definitely be checking out runwaygirl.com.au again!"
Therese - Wongaling Beach QLD

"Hi, Just wanted to thank you for my Tigerlily Bikini. Packaged beautifully and super fast delivery. Thanks Again."
Vanessa - Woonna NSW

"Hi there, I just wanted to say thank you so much for providing such a great site with some beautiful affordable designers! I am stuck at home with a broken foot at the moment and needless to say having beautiful things arrive at your door in record time makes you feel that much more content and confident! Thanks again."
Katie - Tamworth NSW

"I just want to say thank you so much for my Tigerlily one piece! It arrived the next day in perfect condition and was beautifully wrapped! Thank you for the excellent and smooth purchase. It was my first time using this site and I'll definitely be back again."
Emily - Penshurst NSW

"Hello again, 
i just had to tell you i received my item today and i'm over the moon. I'm also so impressed with Runwaygirl's communication and customer service. I will definitely be buying from you again. Thanks so much."
Heather (a very happy customer) - Merewether NSW

"I just wanted to say thanks so much...! I Received my boots and shirt today and i absolutely love them! Thanks for all your help and i will definitely be back to Runway Girl!!!!!"
Suzanne - Yarraville VIC

"Hi there,
Just wanted to say a big THANKYOU for your service!
I was so excited to see a package from runway girl already this afternoon. The swimsuit is a great fit and I absolutely love it.
Thankyou so much for your quick response to questions and super quick postage!
Thanks!"
Sarah - Brisbane QLD

"Runway Girl Team,
Just wanted to say thank you so much for my Woodford & Co top. I love it and the packaging was lovely and the service was so helpful and friendly. I received my parcel incredibly fast which was good since i was so excited. Thanks again, will always come back and refer you guys."
Tarryn - Currumbin QLD

"I just received my order and would like to say a big thank you to everyone at Runway Girl for the great service, packaging and speedy delivery. You are definitely bookmarked as a great and reliable online store!" 
Gillian - Willetton WA  

"I received the dress today and it's beautiful! Thanks for the great service and fast delivery :)"
Carly - Waterloo NSW

"Quick note to let you know that i received the boots on Friday and i LOVE them, they are fab and the size is perfect! Thank You so much for the recommendation. I really appreciate your effort and assistance." 
Kerri - Yarravile VIC

"Good Morning,
I have just received my shoes which i ordered yesterday, thank you sooo much for sending them so quickly. It was awesome that you posted them the same day and i will continue to be a customer of yours for this reason. Thanks again."
Stevie - Carina QLD

"Just a quick thank you for the outstanding & exceptional customer service you provide. Much appreciated!"
Elisha - Moranbah QLD

"Hello, I just wanted to let you know that my shorts (Karen Walker) arrived in the mail this morning. I am not a morning person but when my mum said they were here, i woke up straight away. I love them, they fit perfectly, and are so comfortable and well designed and well made and so so perfect, even better than expected. And may i just say what a fast delivery! I wasn't expecting them to arrive until tomorrow at the earliest, so what a pleasant surprise. Thanks Runway Girl!
Salem - Epping NSW