FAQ


ORDERS

Where is my order?

Once your order has been dispatched you will receive a confirmation email. In this email you can select ‘Track my shipment’ which will update you on the progress of your order.

When will my order be dispatched?

All orders are dispatched within 1 business day via Auspost*. If your order is placed on a business day before 11am AEST, it will be dispatched the same day. If it’s placed after 11am AEST, it will be dispatched the following business day. Any orders placed over the weekend will be dispatched on the next business day.  Please Note: If you place an order during a promotional or sale period there may be a 1-2 day delay in the dispatch of your order.

I’m an international customer. Will I have to pay for customs and duties?

Yes, all international customers are liable for additional import taxes and custom fees within their own country. Fees are determined by destination country, we cannot provide an estimate for these prior to delivery, for more information regarding specific costs we recommend contacting your local customs office or postal service website.

Can I change my order once it has been placed?

We will endeavour to cater to any order amendments where we can do so. However, if your order has already been dispatched we won’t be able to amend your order.

I have received a faulty/damaged item in my order?

If you believe you have received a faulty or damaged item please contact hello@alessandra.com.au or call 03 9429 9199.

What payment methods do you accept?

Mastercard, Visa, Amex & Afterpay

Can I place a phone order?

Yes. Please call us on 03 9429 9199 and we can help arrange this for you.

I haven’t received a confirmation email. What should I do?

We always recommend checking your junk and spam mailbox to see if it has been sent there. If you still believe you haven’t received your confirmation please email us at hello@alessandra.com.au or call 03 9429 9199.

 

RETURNS

What’s your returns policy?

We offer full refunds on any of our full priced and sale items within 14 days of receiving your order. However, we do not offer refunds on FINAL SALE items. All returning items must be in original unworn, unwashed condition with the swing tag attached.

You can find our full returns policy here.

What is a final sale item?

A final sale item will have FINAL SALE written in the product description on our website. These items cannot be refunded or exchanged unless faulty.

Do you offer exchanges?

Most definitely! We recommend you purchase the size you're after straight away and send back the incorrect size for a refund. That way you don't miss out and you get the correct size much quicker. Just be sure to fill out the returns form on the back of your invoice. Alternatively you can send back your return and once we receive it we will process your exchange and post it out to you free of charge.

How can I return my order?

All parcels are sent in re-usable post satchels which can be used to send back any returns.  All you need to do is fill out the returns form on the back of your invoice, pop it into your reusable post satchel with your returning item/s and ensure the satchel is safely sealed. Head to your local post office and attach a paid post label. Alessandra is not responsible for parcels lost or damaged in transit, we recommend you return with a service that provides tracking and insurance.

 Do I have to cover the cost of returns shipping?

Yes. You will need to cover the cost of returns shipping.

 I’m an international customer. Can I return my order?

Yes. We accept returns on International orders. Please refer to our returns policy to make sure your order is eligible for a return.

 Can I return sale items?

We do offer refunds on sale items. We do not however offer refunds on FINAL SALE items.

 When can I expect my refund?

Once we receive your order we will process your return within 3 business days. Once processed you can expect to receive your refund within 1-10 business days, dependent on your bank provider. 

 Is there anything I can’t return?

We do not offer refunds on FINAL SALE items. These items can only be exchanged or returned for store credit. 

 Can I get a refund if I used Afterpay as my order payment method?

Yes. Once we receive your return we will process an Afterpay refund. Afterpay will make any adjustments to your payment schedule and refund any owing funds. 

 

SHIPPING

 How long will it take for me to receive my order?

All our orders are sent via Australia Post and are dispatched from our warehouse in Abbotsford, Victoria 3067. Delivery times will vary depending on your delivery address and shipping method. To calculate delivery times please visit here. 

Please note Australia Post is currently experiencing delayed delivery times. We still recommend express post as this is the fastest delivery service. There's however no next day delivery guarantee for express post delivery. 

Do you ship internationally?

Yes. We offer international shipping to Sweden, France, Italy, United Kingdom, United States, Singapore, Indonesia, Japan and United Arab Emirates.

 How much does shipping cost?

  • Australian orders over $100 -  Free standard shipping
  • Australian orders under $100 -  $7.95 Standard shipping
  • Australian orders express shipping - $10
  • New Zealand orders - $20 Flat fee
  • International orders - $40 Flat fee

 What happens if my parcel gets lost? 

If a parcel is suspected to be lost we will launch an investigation with Australia Post in an effort to recover the parcel. If the order has been confirmed as lost we will offer a replacement or issue a refund.

 

PRODUCT

Will my fluro linen garment fade?

Yes. Given the nature of this natural fibre, linen garments dyed in fluro will naturally fade over time.

How do I know my size?

Please see our size guide to determine the best size and style for you.

You’ve run out of my size. Will you be restocking?

If a style has sold out, we recommend you click ‘Notify When Available’ featured on the product page. This function will allow you to register for email or SMS notifications when a product is restocked. You can also sign up to our newsletter here to be notified of all new releases. Alternatively you can email us on hello@alessandra.com.au or call us on 03 9429 9199. 

How do I wash my garment?

Please see our Care Guide for washing, drying and maintenance instructions. 

 

GIFT CARDS

Can I return a gift card?

Gift vouchers are non-refundable, so please choose mindfully.

Will my gift card expire?

No. There is no expiry on gift vouchers.