Help & Contact Us

Melbourne Stores Update

With the Victorian Government moving to Stage 4 restrictions in Melbourne, our Melbourne Metro stores are temporarily closed. We know you’ll have some questions, so rest assured we’re here for you as we navigate the next 6 weeks:

  • Extended Returns Policy Purchases made after 1 July 2020 in Victoria have an extend returns period to 30 days after the Government announces Stage 2 restrictions in Victoria
  • Shop Online Our website remains open so you can shop for winter warmers or update your work from home wardrobe
  • Click & Collect As our stores are closed, they will not be open for click & collect, so please have your online orders delivered to your home address
  • Credit Notes These cannot be redeemed online, if you have a Credit Note due to expire within the next 6 weeks please contact our Customer Service Team
  • Rewards Vouchers These can still be redeemed online but we are constantly assessing the situation including expiry dates

Our Customer Service Team are safely working from home and can assist with any enquiries you have (or help you shop online) Contact Customer Service.

Our regional Victorian stores remain open with reduced trading hours and increased safety measures. View Opening Hours

Stay safe and we’ll see you soon. XO

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.

Opening our retail stores

We are excited to re-open Taking Shape stores. 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:

  • In line with the Victorian Government announcement, a face covering or mask must be worn when visiting any of our stores in Victoria
  • Practicing Social distancing measures of 1.5 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 selected stores.
Closed Melbourne Metro stores are currently not available for Click and collect.

Online Deliveries

Australia Post is currently experiencing delivery delays across their network due to:

  • reduction in air freight capacity and passenger flights (which also carry parcels)
  • a significant increase in parcels volumes, many which require manual sorting
  • hygiene and social distancing requirements in our network (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers)
In some cases, Australia Post is having to process and deliver from an alternate location and you may notice when tracking your parcel, that it is coming from a different location to what you are used to. Due to these delays, please allow an additional 3 days on our standard delivery timeframes. For up to date information, please visit the Australia Post website.

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

Taking Shape Rewards program members earn rewards points as they spend and access exclusive member-only benefits and offers.

For more information on Taking Shape Rewards Program click here

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.