Front Row Rewards

What is Front Row Rewards?

Front Row Rewards is Colette by Colette Hayman’s new rewards program, replacing Colette VIP.

Are my Rewards from the old ColetteVIP Program still valid?

Any ColetteVIP rewards before 6 November 2023 will still be valid for use with the previous validity period of 3 months from date of receipt.

How do I view my available Rewards?

From 24 October 2023, if you are in-store, give your details to a staff member, they will be able to check your account and let you know what voucher you have available. If you are online, available vouchers will appear at the checkout for you to use. We are currently working on making all available vouchers viewable on your Customer Account Dashboard.

How soon will my reward vouchers be available after a purchase?

Rewards vouchers will be available within 24 hours following purchase calculation.

What is the expiry period for rewards vouchers?

Rewards vouchers expire after 45 days from issue.

Online Orders

How do I order online?

To make a purchase online, simply browse through our products and once you have made your selection, adjust the quantity desired and click on the “Add to Cart” button. Your item(s) will now be in your Shopping Cart.

Once you are ready to finalise your order, click on the “Check Out” button inside your Shopping Cart and follow the prompts to complete your purchase.

More details are available on our How to Shop page.

I cannot change or increase the quantity of the item I wish to order online

If you are unable to increase the quantity of a product when ordering online it means we do not have the stock available to fulfill the order. Alternatively, you can call your local store to see if they have the remaining items in stock for you to pick up in store. To find your local store please click here.

Can I change or cancel my order?

If your order has been confirmed but not shipped (i.e. you have not received a Shipping Confirmation email), please contact us with your order number.

If your order has been shipped, the product(s) will need to be returned to us. To start the returns process, please go to our Returns page.

I haven't received an order confirmation email

If you have placed an online order but not yet received an order confirmation email, please check your junk or spam folder to see if it's there.

In the case your email address was entered incorrectly or your payment has not processed, please contact us for assistance.

What if there is a missing or incorrect item in my order?

If you have been sent an incorrect item or are missing an item from your order, please contact us so that we may assist you. We will endeavor to send you or replace the missing item as soon as possible. We will also pay for return postage where applicable.

What if I receive a faulty item?

If you have received a faulty or damaged item purchased online, we will send you a replacement (subject to availability) and pay for the return postage costs.

You can start the return process by visiting our Returns page.

Please contact us so that we may assist you.

Delivery & Tracking

How much is delivery and how long will it take to arrive?

It’s important to us that you receive your purchase as quickly as possible. We endeavour to process all online orders within 24hrs of order confirmation to be dispatched the next business day. During sale or promotional period where there could be high volumes of orders, there may be slight delays to the processing time.

There are two postage options:


  • Orders will arrive within 4-8 business days from time of posting depending on your location.


  • Currently unavailable.

Please note: Both Express and Standard postage rates are calculated at checkout using your postcode to ensure accurate and fair shipping costs based on distance and weight of the package.

Delivery timelines and more details are available on our Delivery & Tracking page.

My order has not arrived. How do I track my delivery?

Once your order is shipped, you will receive an email confirmation of your shipping details, which will include a tracking number and courier details.

You will be required to sign for your parcel, but if you are not at the designated address when delivery is made you will be directed to the nearest post office for collection of your parcel.

Do you deliver internationally?

We currently deliver to Australia and a variety of different countries. Please click here to view our international policy and shipping destinations.

Do you transfer products between stores or ship out from stores?

Unfortunately, we do not have the infrastructure set up to transfer between stores nor ship out from a store. Our online store is the only store that you can order online from.

Returns & Exchanges

I received my online order but I have changed my mind. Can I return or exchange my item?

We want you to love your purchase! If you are not completely happy with the item(s) you received, we will happily exchange or refund any full or promotional price purchase within 28 days of the date of delivery. Items can be returned by post to our online store or in person at any of our Australian stores. To start the process, please visit our Returns page.

Our full Returns Policy can be viewed here.

I've returned my items buy haven't yet received my refund

Refunds are processed as soon as we receive the returned products from you. If you have paid by PayPal or credit card, an email will be sent to notify you as soon as the refund has been processed. AfterPay refunds will be shown on your AfterPay statement.

Please allow 5-7 working business days for your refund to appear on your account. If you still have not received your refund after this allotted time, please contact us

Payments & Promotions

Do your promotions differ between In-Store and Online?

Due to the dynamic nature of the business, at times, certain promotions are only available online or in-store. For all our current online promotions, please visit our Terms and Conditions page.

Do you acccept Afterpay?

Yes, we do accept Afterpay as a form of payment on all online orders. For more information, please visit our Afterpay page.

Can I buy and redeem Gift Cards?

Currently, you can only buy and redeem colette by colette hayman gift cards in any store in Australia. For more information, please visit our Gift Cards page.

Products & Warranties

Are Colette Bags covered by warranty?

We warrant our bags for up to 6 months from purchase date on manufacturing faults. If your purchase was within this period, you can take it into your closest Colette store to be assessed or you can contact us, quoting your order number. The product will be assessed to determine if it's faulty or whether the condition is due to wear and tear. If deemed faulty and there's proof of purchase, you are entitled to an exchange or in some cases, a refund. In the absence of proof of purchase, we can offer you an exchange for any product equivalent to the current scanning value (which may have been reduced since your transaction). 

I'm looking for stock of a particular item

To further assist you in this matter please provide us with the official product name, the product ID number (6 digit number), or a photo of the item. Please send at least one of these three requirements through to our contact us form to receive a successful response.

Do you transfer products between stores or ship out from stores?

Unfortunately, we do not have the infrastructure set up to transfer between stores nor ship out from a store. Our online store is the only store that you can order online from.

Do you restock products that have sold out?

We aim to bring you new and exciting products regularly so we don't always restock products that are sold out.

What are you bags made of?

With the exception of a small leather range which are tagged as Genuine Leather, our bags are made from a high-quality Polyurethane fabric. It's a synthetic, animal-friendly and cost-effective alternative to using real leather which still allows for a fashionable product with a leather-look and feel.

Are your earrings Nickel-free?

All of our earring posts are made from surgical steel which are nickel free, while the full earrings are nickel compliant and comply with the nickel release standard of no more than 0.5 micrograms per square centimetre. This means that although the posts are nickel free, the rest of the earring can still cause a reaction if you have severe allergies to metals.


How do I apply for employment opportunities?

We are continually expanding and with that comes great career opportunities throughout Australia and New Zealand.
To view our current vacancies and apply online, please visit our Careers page.


How secure is my personal information?

All information submitted to our website is secure. We do not sell information or share it with anyone.
Please refer to our Privacy Policy for more details.

I am having problem logging into my account

If you are new to shopping with us, you will need to create an online account. Create an account here

If you have shopped online with us before but still cannot access your account, please contact us.