My item is faulty:First of all we are very sorry! Just get in touch with us at email@example.com and we will be able to help get this sorted for you right away.
I received the wrong item/I'm missing an item from my order:
First of all we are very sorry! Please let us know via firstname.lastname@example.org and we will sort it out for you straight away.
I didn't receive and order or shipping confirmation:
Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there. Still not able to find one, just send us an email so we can help at email@example.com
I've entered the wrong address:
We’ll need to fix this for you right away before we send off your order, so please get in touch straight away with your correct shipping address.
I've ordered the wrong size:
Please get in touch with us asap so we can organize an exchange of size for you or a credit note towards future purchases.
When will my order be shipped?
Orders will be shipped the same business day for purchases made before 12pm AEST on business days. If orders are placed on the weekend, public holiday or after 12pm, they will be shipped the following business day.
When will I receive my order?
We use Australia Post shipping so you should receive your order in 1-4 days (for express shipping) or 2-8 days (for standard shipping).
Where do you ship to?
We ship to both Australia and worldwide
What are the delivery costs?
We offer free express shipping on all orders over $150 Australia wide. Orders under $150 will incur a shipping cost of $8.95 for standard shipping or $13.95 for express shipping. All International orders are charged a flat rate of $20 for standard shipping via Australia Post.
How do I make a return?
You can make a return via our returns portal here https://alwaysalice.com.au/pages/returns-portal
Or if you prefer to not use our portal you can simply send the item/s you want to return and your invoice to:
Always Alice Returns
Shop 42 Sturt Mall,
135 Baylis Street,
Wagga Wagga, NSW, 2650
Returns must be received in original condition (unwashed, unworn, tags still attached, in original packaging).
We will gladly give store credit or exchange for any change of mind purchases within 30 days (excluding sale items).
Have you received my return?
An email will be sent to you once the return has been processed.
How long will it take to process my return?
Returns are processed within 2 business days of receiving your item/s.
Can I exchange an item?
If an exchange is desired you can select this through our returns portal or contact us.
How long after I receive an order can I make a return?
You can make a return within 30 days after placing your order.
Can I return for a refund?
We only return for a store credit for change of mind purchases.
Do I have to pay return shipping?
Postage for return items will incur a flat rate of $10 if a shipping label is printed from our returns portal. If an alternative shipping method is used the return shipping will be at the customers cost for change of mind purchases.
Can I return sale items?
Unfortunately, we can not accept returns for sale items unless it is deemed faulty by our team.
We accept all major credit and debits cards, as well as PayPal. Australian customers also have the option to checkout with Afterpay.
I'm having trouble signing into my account:
If you can’t log into your account using the details you used to create your account, you may not have been successful creating this originally. What you can do is try creating an account again to register your details and if this doesn't work just send us an email so we can help.
I've forgotten my password:
By following the reset my password links you can safely and securely reset your password directly. Just make sure to check your junk/spam folder for the automated notification.
Product and Stock Support
When will this item be back in stock?
Send us an email with the name/image of the style you’re after and we can check for you. Alternatively, you can click on the "Notify me when available" button available on our website when a product/size has sold out and you will be notified once it has been restocked.
How often do you restock items?
We often restock our most popular items, as well as add new arrivals every week.
How do I know what size to order?
Check out our size chart for help or send us an email at firstname.lastname@example.org and we can help you pick the right size.