Returns

We are often confused for a company of a similar name. Please ensure that our company ALESSANDRA is spelt the same as what is displayed on your invoice. Anything that is sent to us, intended for a different company will be sent back to the Post Office as a Return To Sender (RTS) Parcel. 

 

OUR RETURN POLICY

Our office will be closed from the 20th of December 2024 until the 6th of January 2025. No returns will be processed during this time. 

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 terms of the return prior to purchasing any Alessandra items.

START A RETURN

 

All customers are responsible for and expected to cover the cost of returns. You can purchase a return label here Purchase a return label HERE

 

Eligibility

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 or exchange. This includes items purchased with a temporary discount and/or during a sale period.
Final Sale items cannot be returned. 

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. 

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 its 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
Through our portal, select the alternative size you would like to receive. You must send your return within 14 days of receiving your order, to ensure your exchange item is reserved for you. Should your item become out of stock, we will process a return. If your item was full price, you will receive a refund, otherwise, a credit note will be issued for Sale items.

Promotion, Sale & Discounted Items
Anything 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 purchasing. 

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 its 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 its 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 intact.

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

Our office will be closed from the 20th of December 2024 until the 6th of January 2025. No returns will be processed during this time. 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 within 1-10 business days, depending on your financial institution. We take no responsibility for any delays with your financial institution processing a refund.

By sending back a return, you agree to the conditions of our return policy and accept the outcome under our policy should you send back a return.