Returns
OUR RETURN POLICY
| Item Type | Australia | International | Return Window |
|---|---|---|---|
| Full Price | Refund or exchange | Refund only (customer pays postage) | 14 days from delivery |
| Sale / Discounted | Store credit or exchange | Store credit only (customer pays postage) | 14 days from delivery |
| Final Sale | No return or exchange | No return or exchange | — |
Full Price means the item was sold at its regular price, this includes items temporarily discounted through a promotion such as a newsletter offer or a short-term sale event.
Sale items are permanently reduced and display a SALE callout on the product image.
Final Sale items are clearly marked FINAL SALE. No returns or exchanges under any circumstances, please review the product page carefully before purchasing.
HOW TO START A RETURN — AUSTRALIA
1. Refunds & Store Credit
Log into the Redo portal with your order number and email address. Select the items you are returning, choose your preferred outcome (refund or store credit), and follow the prompts to generate your return label.
2. Received the Wrong Item or Size
Please contact us before doing anything else.
Email hello@alessandra.com.au and do not initiate a return through Redo. Our team will resolve this for you directly.
hello@alessandra.com.au and we will confirm stock availability first. Once confirmed, we will direct you through the Redo portal to complete the exchange and reserve your new size.
If your requested size sells out before we receive your return, a refund (full price items) or store credit (sale items) will be issued instead.
NEW ZEALAND ORDERS
New Zealand customers are welcome to return full price items for a refund through our Redo portal. To start your return, log in with your order number and email address and follow the prompts.
A few things to note:
- Full price items are eligible for a refund. This includes items purchased with a temporary promotional discount such as a welcome offer or a short-term sale event.
- Sale items may be eligible for return in certain circumstances, please contact us at hello@alessandra.com.au before initiating anything.
- Final Sale items cannot be returned or exchanged under any circumstances.
- Exchanges are not available for New Zealand orders.
Return Shipping
Through the Redo portal, you can purchase a return shipping label at a competitive rate, the portal will guide you through the process step by step. If you choose to arrange your own shipping instead, you will need to organise and print your own label and return the parcel independently. In either case, we recommend using a tracked service as we are unable to take responsibility for parcels lost in transit.
Exchanges are not available on international orders.
Full price items are eligible for a refund to the original payment method.
Return shipping is at the customer's expense. We recommend using a tracked and insured service.
We are unable to process refunds for parcels lost in transit, please retain your tracking number until your return is confirmed.
Due to customs complexity and logistics costs, we may not be able to accept returns from all international destinations. Please contact us at hello@alessandra.com.au before purchasing if you are unsure whether your country is eligible.
RETURN CONDITIONS
To be eligible for return, all items must:
- Be initiated within 14 days of your delivery date.
- Be unworn, unwashed, and free of odour.
- Have all original tags still attached.
- Be in original condition, items showing signs of wear, staining, or damage will be declined and returned to you.
START A RETURN
If you paid using AfterPay or another buy now, pay later service and your return qualifies for a refund, the refund will be returned to your AfterPay account. Please allow up to 10 business days for processing. Note that your instalment schedule may continue until the refund has been fully processed by AfterPay.
CANCELLATIONS
If you need to cancel an order, please contact us at hello@alessandra.com.au as soon as possible. We are unable to cancel orders that have already been dispatched.
FAULTY ITEMS
If you believe your item has a manufacturing fault, please contact us at hello@alessandra.com.au before returning anything. Include clear images of the fault alongside the full garment. Items must be unwashed and in original condition for a fault assessment to proceed.
Please note: moth holes in cashmere and wool products are not considered manufacturing faults.
PROCESSING TIMES
Once your return is received at our warehouse, refunds and store credits are processed within 3 business days. Refunds may take a further 1–10 business days to appear depending on your financial institution. We are not responsible for delays on the part of your bank or payment provider.
LOST RETURNS
We can only process returns for items physically received at our warehouse. We are unable to issue compensation for parcels lost in transit. We recommend retaining your tracking number until your return has been confirmed with us.
Questions? Reach us at hello@alessandra.com.au
By initiating a return you confirm acceptance of the conditions outlined in this policy.