Returns

Our Return Policy

If you've purchased online, and wish to return your order, please read below for our return policy and instructions. Please note it is your responsibility to ensure you are familiar with the returns terms prior to purchasing any Alessandra items.

Refunds are issued for full priced items only in compliance with our return policy and to the original payment method. 
Sale items can only be returned for credit note. 
Final Sale items cannot be returned. 

All customers are responsible for and expected to cover the cost of returns.

 

Return Period
Our return period is 14 days from the date your order was delivered. You are entitled to a refund on full priced items within this period given the item is in its original, unworn condition with the tags attached. 

Submitting A Return (Australia Only)
Australian Customers, please use this return portal to generate a return label.
On a note inside your parcel, you need make sure that the relevant information is included for us to process the return. 
This includes:

• Your name
• Order number
• Item you're returning
• Return reason
• Specify if you would like a refund or credit note

Returning An Order From Outside of Australia
Returns are honoured in compliance with our return policy. We ask that you send your order back with tracked shipping. You must contact us to let us know when your order is on it's way back to us. The return cost is at the expense of the customer.

Insufficient information regarding your return may result in not receiving your return not being processed. 

Exchanges
Due to fast moving stock, if you wish to exchange your order, we suggest you repurchase, and return your existing order for a refund or gift card in accordance to our return policy. We do not offer free exchanges. 

Promotion, Sale & Discounted Items
Items purchased under promotion may be returned for a gift card or exchange only. Anything that is specified as "Final Sale" is ineligible for return or exchange regardless of its condition. Please check the product page carefully before purchase. 

Multiple Orders
If you have items from multiple orders you would like to return, you may do so in one package, given they are within our return period and you specify your name and order numbers on a note within your parcel. 

Conditions
We will only accept and issue a return given the item is sent back within our returns period and in it's original, unworn condition with the tags still attached. Should we have reason to believe a garment is not in its original condition, the return will not be processed, and we will send the item back to you. 

Product Faults
To consider if a product is faulty it needs to be unwashed, in it's original condition. If you believe that your product has a manufacturing fault, please get in touch with us at hello@alessandra.com.au with clear images of the issue itself as well as the whole garment. 
Please note - moth holes can occur in cashmere and other woollen products and is not considered a manufacturing fault. 

Returning Footwear
If you have changed your mind and wish to return your footwear, please kindly ensure your footwear is in original packaging and the box is in tact.

Footwear will only be exchanged if the soles are unworn so we suggest that footwear is tried on inside only to ensure the soles are unworn. For an exchange request, please see above.

Lost Returns
We can only offer returns on orders that we physically receive back. Should your order be lost in transit back to us, we cannot issue any compensation. We suggest you contact the courier for assistance. Always keep your tracking number for returns handy.

Processing Times
Once we receive your order we will process your refund or credit note within 3 business days. Once processed, you can expect to receive your refund with 1-10 business days, dependent on your financial institution. We take no responsibility for any delays with your financial institution processing a refund.

For further questions about returns, please get in touch with us at hello@alessandra.com.au