ORDERS & SHIPPING
We accept Visa, Mastercard, AMEX, Union Pay, Shop Pay, Apple Pay, Google Pay, Eftpos, PayPal and Afterpay (Australia only).
We automatically send an order confirmation, immediately after receiving an order. Please check your spam folder if you did not receive. Alternatively, you could have incorrectly entered your email. Please contact email@example.com to update your email.
All order ship from Sydney Australia.
We strive to process all orders within 24 hours. During seasonal launches, this may be 48 hours (on business days). Please note, we only dispatch orders during standard Australian business hours.
For Australia Orders, we ship via Australia Post. Depending on your location and shipping method you choose, delivery can take 1-5 business days.
For International orders, we ship via DHL express. Depending on your location and the shipping method you choose, delivery can take 3-10 business days.
If you are in a Sydney metro area, please contact our customer care team via live chat or email to discuss options.
After we have processed your order, you will receive a shipping confirmation with tracking. Please note there is a delay between us dispatching an order and Australian Post updating their tracking, please allow up to 12 hours.
We offer free standard shipping on orders over 300 AUD/USD/GBP/EUR. Please refer to our shipping policy page for more information.
Please contact our customer service team for assistance with cancelling an order. The quickest method is to use live chat and enter your order details, or email. As we aim to process all orders within 24 hours, please ensure your contact us immediately.
Our website uses Shopify Payments as its payment gateway. Shopify checks all payments against available Bank Details, IP location, Billing country, and checks for mismatches. Where Shopify advises us that a payment may be medium or high risk for fraud, we immediately cancel the order and issue a refund. If you place a genuine order, we suggest trying again without and if you used a VPN (Virtual Private Network) to mask your IP address, we recommend you turn it off.
All Australian orders are tax inclusive and duty free. You will not be asked to pay any additional amounts.
We ship all international orders on a DDU (Delivery Duties Unpaid) basis. This means you may be required to pay additional tax and duty to your local customs office when your delivery arrives. Duties and taxes are determined by the country to which items are shipped and vary from country to country. We recommend you contact your local customs authority to determine these costs prior to purchasing.
Some countries have a high threshold (De minimis) before duty or taxes apply or no threshold at all, be sure to check with your local customs authority before import.
If you place an international order, and don’t wish to pay duties and taxes. Please contact DHL and refuse delivery and advise them to return to sender. When the order is returned to us, we will deduct the cost of the initial and return
shipping from the amount and refund you the balance.
Yes, we offer gift cards for Australian Customers only. Please contact firstname.lastname@example.org if you would like to purchase.
If you need to change your address and your order has not been dispatched, please contact email@example.com. We are unable to redirect or update orders after they have dispatched. You will need to wait for the parcel to be returned before we can re-ship or refund.
Our size guide can be found on each product page. If you would like further advice on sizing please contact firstname.lastname@example.org
RETURNS, REFUNDS & EXCHANGES
We accept returns within 21 days from when you receive your order. Please refer to our returns policy for more information.
Items that have been purchased at full price or on pre-order are eligible for a full refund.Items that have been purchased during a sale event or with a discount are eligible for an e-boutique credit only. Any products marked as Final Sale or Last Chance have a strict no returns, exchanges, or refunds policy, unless the item is deemed as faulty. Refer to Returns Policy for full details.
You can lodge your return or exchange via our returns portal https://alemais.returnscenter.com/
If you want to exchange, you have 2 options, you can use our returns portal to lodge your return and place an exchange order. Your exchange order will only be dispatched with your return is received.
Alternatively, if we have low stock, you may wish to place a new order and we will refund you in full for any exchange return, when your return is received.
We process all returns within 3 business days of being received. Please note this is not an immediate process. We carefully check all returns for wear, tear, makeup. Please allow 3 business before checking with our team on the status of your return.
If you pay via PayPal, it will be received within 1-2 business days. If you pay via credit card, it can take up to 5 business days for your refund to appear on your statement.
Unfortunately we unable accept any returns from any of our wholesale or retail partners. Please contact the place of purchase.
PRE-SALE (TRUNK SHOW)
Each season, we make our full collection available to members prior to general release. During the members only access event, you can shop all styles and sizes. This is your opportunity to secure your style and size, before a collection is released. After pre-sale, we may only have limited styles and sizes available.
Pre-sale is a limited 7-day event that occurs prior to each season launch. Only members have access to pre-sale. To gain access, you must be a subscriber to our community.
During pre-sale, all products are listed with expected delivery dates. Whilst we endeavour to deliver according to dates published, sometimes delivery dates change due to events out of our control. If you wish you cancel an order due to a delivery date change, a full refund will be issued.
As members are shopping items, that are not yet available, you may receive your pre-sale order is multiple shipments.
Absolutely, please contact our customer care team, and we can cancel your order at any time for a full refund.
Unfortunately, once pre-sale is closed we are unable to process any new orders.
Our best method of contact is live chat or email@example.com
Live chat we aim to respond to within 30 minutes. For email, please allow 6-24 hours, depending on your time zone. Please note we are based in Australian and only respond during standard Australian business hours.
For all Australian and New Zealand wholesale enquiries please contact firstname.lastname@example.org
For all International wholesale enquiries please contact email@example.com
The best way for you to ensure your ALEMAIS garments are genuine is to purchase through authorised retailers or Alemais.com
Garments purchased through other channels carry the risk of being counterfeit, especially where the price is low. We are aware of a number of online fake (scam) sites, using our imagery to sell products, with no intention of delivering items. We are motivated to protect our clients from being scammed and unknowingly purchasing a counterfeit garment, as well as to protecting the efforts of the many hands that we engage to create the magic that is Alemais.
We are grateful to our loyal clients who notify us if they see suspected counterfeit garments. Please contact firstname.lastname@example.org if you wish to report. Please provide as many details as you can, such as images, name and location of seller, website address.