Our office will be closed from the 20th of December 2024 until the 6th of January 2025.

During this period we will not be answering and enquiries, processing returns or dispatching orders.

If you need assistance, please email us at hello@alessandra.com.au and we will endeavour to get back to you as soon as possible, when we are back.

We endeavour to dispatch your order within 5 days during our sale periods.

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.

We always recommend checking your junk and spam mailbox to see if it has landed there.

If you still believe you haven’t received your confirmation please email us on hello@alessandra.com.au so we can look into this further.

All orders are dispatched within one business day via Australia Post.

Any orders placed over the weekend will be dispatched on the next business day.

If you place an order during a promotional or sale period, there may be a delay in the dispatch of your order.

There is no guarantee that your order can be cancelled after it has been placed.

Should you need to cancel your order, you can email us at hello@alessandra.com.au.
Depending on the progress of your order we may be able to cancel it. However, if your order has already dispatched we won’t be able to amend your order.

During our busy periods we ask that you make any purchases online only.

Yes, all international customers are liable for additional import taxes and custom fees within their own country.

Fees are determined by the 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.

Should you for any reason believe you have received a garment with a fault you will need to contact us with images at hello@alessandra.com.au  so that our team can assess the garment and determine approval.

For any fault to be considered all original tags must be in place and the garment must be in original condition, free from makeup stains, perfumes and oils.

For all return conditions and information please see our returns page here.

Any discount codes or vouchers you have must be manually applied at checkout.

If you forgot to apply your discount, you can use this on your next order. We cannot apply discounts after your order has been made.

If you signed up to our mailing list for 10% off, your code will be emailed to you. Please check your spam folder.

If you are an Alessandra Member, all your rewards can be found in the "Membership Program" bubble on the bottom left corner of our website. Please see our Membership Page for instructions on how to find and apply these rewards.

We have all the Membership Program information and terms and conditions on both our Membership Program Page and Policy.

Including visual instructions on our Membership Page.

If you need further assistance you can email hello@alessandra.com.au

Gift card sales are final and cannot be cancelled, returned or exchanged for cash.

Gift cards will be sent digitally via email and will be available for use immediately.

Gift cards do not have an expiry date, unless otherwise specified.

Gift vouchers bought at www.alessandra.com.au can only be used online, they cannot be used at Alessandra Armadale or in our outlet store.

Items returned from a purchase using a gift card will be credited to the original gift card.

If the order total is less than the value of the Gift Card, the balance will remain on your Gift Card to redeem at your next purchase. This cannot be redeemed for cash.

If the order total exceeds the value of the Gift Card, the remaining balance must be paid by an alternative payment method.

Multiple gift cards can be used in one online transaction, in conjunction with promotion codes.

The customer is responsible for ensuring correct spelling of the recipient email address and this cannot be re-issued by Alessandra.

Alessandra is not responsible for lost or stolen gift cards.

Please select “Local Pick Up” on the cart page during your checkout process.

You will receive a confirmation of your order via email, and a separate email will notify you once your order is ready for collection. We will aim to fulfil your order within 12-48 hours from the time of order, excluding public holidays and weekends.

Order pick up is available from 37 Mollison Street, Abbotsford, Victoria strictly during business hours – Monday to Friday 8am-3pm. On arrival, please ring the doorbell, and wait for assistance. Please ensure you have your order number and valid photo ID ready. No collections will be available outside of these times.

Should you have any questions pertaining to your Click & Collect order, please email or call us, we can be reached at hello@alessandra.com.au or 03 9429 9199 during office hours 8am-3pm.

We now offer pre-orders on select products! Pre-order payments are to be made in full. Your order will be fulfilled as soon as it becomes available, the estimated dispatch date is advised on the specific product page under 'pre-order terms & conditions', please note this is subject to change. One item per style per customer. We will retain your details in order to fulfil your order. 

This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.

If you receive your pre-order item and is it not suitable, you are welcome to return it to us for an exchange, refund or gift card within 14 days of you receiving your product. To return your item, please post the item back to us with your returns form filled out.

Our return address is:
37 Mollison St
Abbotsford
VIC 3067

Please see full return policy here.

To ensure that your knitwear maintains its life-cycle it is important that you care for it correctly. We recommend you wash your sweater in cold water by hand or on a gentle machine cycle. Ensuring that your sweater is inside out, using mild-mix laundry liquid. Avoid using fabric softener, as this can encourage fibres to pill.

Natural fibres are at their most delicate when wet. To maintain your garment's shape, do not wring out your sweater as it is drying. For cashmere garments, we recommend that you roll your sweater up on a clean towel to draw the water out. Once rolled out, shape your sweater and lie it out in the shade to dry.

Cashmere is a high quality natural fibre, renowned for its warmth-to-weight ratio and long lifespan. Over time natural fibres can start to pill (form fuzz balls). Fabric pills are a common behaviour of these natural fibres, and prove your sweaters authenticity.

We suggest running a high quality fabric shaver lightly over your sweater to remove any pills. Our shaver of choice is Evercare. Preventing your sweater from pilling is very difficult, however, you can reduce the amount of pilling by caring for your garment properly.

Correctly storing your knitwear plays a big role in ensuring the longevity of your garments. Knits need to be stores in an airtight container or alternative cool, dry space such as a chest of drawers.

We recommend they are laundered, dried and aired prior to putting away. Using scented items such as soap or floral sachet while storing is also a great way to keep your garments at their ultimate peak and looking good year round.

Winter knitwear can hold both sentimental and financial value, and we want to minimise pesky moths damaging your garments! If you find your garment has a hole, 90% of the time is a moth hole – this has nothing to do with your environment and everything to do with a tasty soft yarn. The softer the yarn the more moths are drawn to it – it genuinely is a testament to the superior quality of the yarn we use in our knitwear!

Ensuring your garments are stored correctly, and stored alongside a scented item such as soap, scented cedarwood or dried lavender will repel moths and minimise moth holes. Cedar or sandal wood is also great for repelling silverfish which can be just as damaging to knitwear.

Care is required when wearing and caring for your lurex garment. Due to the loose weave of cashmere and lurex, these items are prone to snags and catching. This can be fixed by pulling the thread gently through to the reverse side of the garment.

Storing your garment correctly can alleviate the risk of snags and catching (see ‘storing your knits’), as well as avoiding contact with jewellery whilst handling and wearing the garment. Pulls in the fabric are to be expected given the nature of the fabric, so please treat as an extremely delicate fabric for longevity.

To best set up your new footwear for longevity in mind, we recommend applying a waterproofing spray prior to wear.

Be wary of getting suede shoes wet! If they do get wet, let them dry naturally (not in front of a heater) then brush delicately with a suede brush. You can also use a suede brush to remove dirt from the surface of the shoes.

Our shoes are made in the Italian traditional sense that they have leather soles.

For longevity, and to better protect these soles against the elements, we recommend you have a TOPY (rubber sole) applied to the sole.

Naturally, leather and suede will relax over time and wear.