Help & Contact Us

Frequently Asked Questions

Due to the impact of COVID-19 on our community, we have taken a number of steps to make life a little easier for you. Read this handy guide to find out more.

If your question isn’t answered, our customer care team can assist you. Get in touch via our online form.

Opening our retail stores

All our Taking Shape stores are now open. Check out the opening times. but be aware that these are subject to change.

We sincerely thank our Tribe for their support over this difficult time.

We truly have amazing customers who care so much about our people, our products and our brand.

We may not be able to give you a big hello hug just yet

Our staff and customers are our number one priority so here’s how we are creating a safe environment for you to shop:

  • Practicing Social distancing measures of 2 metres between customers and team members, including at counters and seating areas.
  • Customer capacity limits in stores will be capped at 10 for most Taking Shape Boutiques and capped at 50 customers at Taking Shape Clearance stores.
  • Heightened cleaning and hygiene procedures in high touch areas around the stores. This includes tables, racks, counters, EFTPOS machines, handles and fitting rooms. Hand sanitiser will be available for customers to use.
  • Contactless serving of customers and payments. This means card only option for payment.

Click and collect is back

Click and collect purchases are now available for collection from stores.

Online Deliveries

Our delivery partners are experiencing higher than normal volumes and have advised longer delivery times than normal.

You can check the current status of your order here. Please note: if your order is marked as delivered, this means it has been sent from our warehouse, however, it may still be with our partners for delivery.

Once your order has been dispatched, you will receive an email from and will be able to check its delivery status directly with Shippit.

To ensure we get your order to you quickly it may be split with items delivered in seperate parcels.


We extended our returns policy to 120 days for in-store and online purchases made between 1 March and 19 May 2020. For more information on how to return an online purchase, see our returns section on the website.

Credit Notes

Credit notes can only be redeemed in-store, all credit notes are valid for 12 months from the date of issue.

Rewards Program Vouchers

Great news! We have extended the expiry date of the following rewards program vouchers:

  • Rewards issued in February and expired on 3 April 2020 have now been extended to 30 July 2020
  • Rewards issued in March and due to expire on 2 May 2020 have now been extended to 30 July 2020
  • Birthday & Anniversary vouchers issued in March that expired 2 April 2020 have now been extended to 30 July 2020
  • Rewards issued in April are extended to 30 July 2020
  • Rewards issued in May are extended to 30 August 2020

If you log in to My Account, these vouchers should now be reflected in MY REWARDS. We thank you for your understanding and value you as a Rewards Member.

Customer Support

Need help? Get in touch with our customer care team.

Thank you for your patience while we work through the large number of queries coming in.