Orders & shipping

[accordion]
[collapsible]
  [What payment methods do you accept?]
  [We accept Visa, Mastercard, AMEX, Union Pay, Shop Pay, Apple Pay, Google Pay, Eftpos, PayPal, Klarna and Afterpay (Australia only).]
[endcollapsible]

[collapsible]
  [Which countries do you ship to?]
  [We ship to the following countries: Australia, Austria, Albania, Bahrain, Bangladesh, Belgium, Canada, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, Fiji, Germany, Greece, Hong Kong SAR, Ireland, Italy, India, Indonesia, Japan, Kuwait, Lithuania, Luxembourg, Macao SAR, Malaysia, Mexico, Monaco, Netherlands, New Zealand, Norway, Pakistan, Philippines, Poland, Qatar, Romania, Russia, Saudi Arabia, Serbia, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States and Vietnam.

If your country is not listed we are unable to ship to your location at this time.]
[endcollapsible]

[collapsible]
  [Where is my order confirmation?]
  [We automatically send an order confirmation via email immediately after receiving an order. Please check your spam folder if you did not receive it. Alternatively, you could have incorrectly entered your email. Please contact customercare@alemais.com to update your email.]
[endcollapsible]

[collapsible]
  [Where does my order ship from?]
  [Orders are shipped from Sydney (Australia), Georgia (United States), or the Netherlands depending on your shipping location.]
[endcollapsible]

[collapsible]
  [How quickly do you dispatch orders?]
  [We strive to process all orders within 24 hours. During seasonal launches or sale periods, this may be 48 hours (on business days).]
[endcollapsible]

[collapsible]
  [How long does it take to receive my order?]
  [For Australian Orders, we ship via Australia Post. Depending on your location and shipping method you choose, delivery can take 1-10 business days.

For International orders, we ship via DHL express. Depending on your location and the shipping method you choose, delivery can take 3-9 business days.

Orders shipping to the United Kingdom are shipped via FedEx. Depending on your location and the shipping method you choose, delivery can take 3-9 business days.

Orders shipping to the United States are shipped via UPS. Depending on your location and the shipping method you choose, delivery can take 2-5 business days.]
[endcollapsible]

[collapsible]
  [How do I track my order?]
  [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 24 hours.]
[endcollapsible]

[collapsible]
  [Do you offer free shipping?]
  [We offer free standard shipping on all orders. You can choose to upgrade your shipping for a fee. Please refer to our Shipping Policy page here for more information.]
[endcollapsible]

[collapsible]
  [Can I cancel my order?]
  [Please contact our Customer Care team via email at customercare@alemais.com for assistance with cancelling an order. As we aim to process all orders within 24 hours, please ensure your contact us immediately. Please note that we will do our best to action this before your order is shipped, however we are only available during standard Australian business hours.]
[endcollapsible]

[collapsible]
  [You have refunded my order due to potential fraud, what does this mean?]
  [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 placed a genuine order, we suggest trying again with a different payment method. If you used a VPN (Virtual Private Network) to mask your IP address, we recommend you turn it off.]
[endcollapsible]

[collapsible]
  [Will I be charged Duties and Taxes for International orders?]
  [Duties & Taxes Included (no hidden surprises).

We ship on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are paid at the time of purchase and there will be no surprises or hidden fees when your order arrives at your destination. Note any duties and taxes we pay to clear your delivery are non-refundable, where you return your item. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker.]
[endcollapsible]

[collapsible]
  [Why am I being asked to provide my EORI by the shipping carrier?]
[An EORI is only required for businesses and not individuals. If you do not have an EORI, please advise the shipping carrier that you are a private individual and to clear it as a private import, as it is a personal purchase.]
[endcollapsible]

[collapsible]
  [Do you offer gift cards?]
  [Yes, we offer gift cards here.]

[collapsible]
  [I entered the wrong address, how can I change it?]
  [If you need to change your address and your order has not been dispatched, please contact customercare@alemais.com. We are unable to redirect or update orders after they have dispatched. You will need to redirect the parcel with Australia Post, DHL, FedEx, or UPS, or wait for the parcel to be returned before we can re-ship or refund.]

[collapsible]
  [Can I change my order after it is placed?]
  [We're unable to change your order after it's placed, however if you message our Customer Care team at customercare@alemais.com before it's shipped, we can cancel your order so you can re-place it. Please note that we will do our best to action this before your order is shipped, however we are only available during standard Australian business hours.]

[collapsible]
  [What size am I?]
  [Our size guide can be found on each product page. If you would like further advice on sizing please contact customercare@alemais.com.]

[endaccordion]

Returns, refunds & exchanges

[accordion]
[collapsible]
  [What is your return policy?]
  [We accept returns within 21 days from when you receive your order. Please refer to our returns policy here for more information.]
[endcollapsible]

[collapsible]
  [Can I get a refund?]
  [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 exchange or store 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 here for full details.]
[endcollapsible]

[collapsible]
  [How do I process a return?]
  [You can lodge your return or exchange via our Returns Portal here.]
[endcollapsible]

[collapsible]
  [Why wasn't my return label generated?]
  [This could be due to a number of reasons, but rest assured, our team will fix any errors on our end and provide a return label via email within one business day.]
[endcollapsible]

[collapsible]
  [How do I process an exchange?]
  [If you want to exchange your order, you can submit this via our Returns Portal within 21 days from delivery.

Submit your online exchange through the Returns Portal here and follow the steps to select a new size or a different item.

In order to submit your instant exchange, you will be required to enter your credit card details. A temporary hold will be put on your credit card for the full value of the exchange item. You will only be charged if your return is not received within 14 days of submitting.

Once you submit your instant exchange, your order will be dispatched within the next 24 business hours. You will not have to wait for your return to be received back and processed for the exchange to be dispatched.]
[endcollapsible]

[collapsible]
  [How long does it take to process a return?]
  [We process all returns within 5 business days of being received. Please note this is not an immediate process. We carefully check all returns for wear, tear, makeup. Please allow 5 business before checking with our team on the status of your return.]
[endcollapsible]

[collapsible]
  [How long does a refund take to be received?]
  [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.]
[endcollapsible]

[collapsible]
  [What payment methods do you accept?]
  [We accept Visa, Mastercard, AMEX, Union Pay, Shop Pay, Apple Pay, Google Pay, Eftpos, PayPal, Klarna and Afterpay (Australia only).]
[endcollapsible]

[collapsible]
  [Can I return an item from a retailer?]
  [Unfortunately we unable to accept returns from any of our wholesale or retail partners. Please contact the place of purchase.]
[endcollapsible]

[endaccordion]

Rental

[accordion]
[collapsible]
  [How does renting work?]
  [You can browse our rental garments here through our rental partner Revibe. Revibe manages all rental orders, delivery, and charges associated with all rentals. For all rental inquiries, please contact hi@revibecollective.com.

Once you have chosen your size and placed your rental order, you will receive an email confirmation from Revibe. Your garment will be shipped to you by the day you have selected. When you're done, you can return your garment with the prepaid reusable package. No need to worry about dry cleaning, as this is covered.]
[endcollapsible]

[collapsible]
  [What happens if I return the garment late?]
  [If you are returning your garment late, a fee of $30 per item, per day will apply. Please contact hi@revibecollective.com as soon as possible and they can assist you in arranging the fastest return option available.]
[endcollapsible]

[collapsible]
  [Do you rent internationally?]
  [Alémais rental is currently only available to Australian customers. We thank you for your interest and hope to expand this in the future.]
[endcollapsible]

[collapsible]
  [Who do I speak to for support?]
  [For all rental inquiries, please contact hi@revibecollective.com.]
[endcollapsible]

[collapsible]
  [I have a question about my rented garment]
  [For all rental inquiries, please contact hi@revibecollective.com.]
[endcollapsible]

[collapsible]
  [What happens if I damage or lose the garment?]
  [We understand that slight wear and tear might happen. Due to this, insurance is included in the rental fee to cover $100 worth of minor stains and damage.

If an item is damaged beyond repair, we will charge the market value of the item to the credit card attached to your order. However, for lost & non-returned items, the renter will be charged up to 300% of the retail price.

If any issues arise, please contact hi@revibecollective.com.]
[endcollapsible]

[collapsible]
  [Can I cancel my rental order?]
  [You can cancel your rental order up to 24 hours before it ships and receive a full refund. This typically means cancellations need to be made at least 5 days before your booking date.

For assistance, please contact hi@revibecollective.com.]
[endcollapsible]

[collapsible]
  [Can I exchange my rental order?]
  [If time permits, you can request an exchange for a different size or style. An additional $25 shipping fee will apply, along with any difference in rental cost.

For assistance, please contact hi@revibecollective.com.]
[endcollapsible]

[endaccordion]

Repairs

[accordion]
[collapsible]
  [Can I repair my garment??]
  [STEPS FOR REPAIRING YOUR GARMENT
1. For button repairs, kindly check the spare button provided on the Care Instructions label inside your garment.
2. Should you require additional replacement buttons, please connect with us at customercare@alemais.com to confirm availability.
3. Embracing sustainability, we encourage you to explore local tailor services for repair assistance, in an effort to reduce our carbon miles.
4. In the rare event that your item requires further attention, please contact our dedicated team at customercare@alemais.com to confirm eligibility regarding our Repair Program.]
[endcollapsible]

[collapsible]
  [Is my garment eligible for the repair program?]
  [We are dedicated to fixing all minor repairs, regardless of how you purchased your Alemais garment. If your garment has any of the following issues, it may meet our repair program guideline:

- Mending seams and hems
- Zipper replacement
- Other minor repairs (pending assessment)

Simply email customer service at customercare@alemais.com with a description of the issue and a photo, we will assess to ensure it meets our repair guidelines and approve to mend. Following this, you send to our HQ in Sydney and we will return your garment to you with a new lease on life, for free.]
[endcollapsible]

[collapsible]
  [How do I organise a repair through the repair program?]
  [Simply email customer service at customercare@alemais.com with a description of the issue and a photo, we will assess to ensure it meets our repair guidelines and approve to mend. Following this, you send to our HQ in Sydney and we will return your garment to you with a new lease on life, for free.]
[endcollapsible]

[collapsible]
  [Is the repair program available in my country?]
  [Our repair program is currently only available for Australian customers. We look forward to expanding this service globally in the future.]
[endcollapsible]

[endaccordion]

Contact

[accordion]
[collapsible]
  [How can I contact you?]
  [Our best method of contact is via live chat or via email at customercare@alemais.com.]
[endcollapsible]

[collapsible]
  [What is your response time?]
  [For live chat, we aim to respond to you within a few hours. For email, please allow up to 24-48 hours on business days, depending on your time zone. Please note that we are based in Australian and only respond during standard Australian business hours.]
[endcollapsible]

[collapsible]
  [Who can I contact in regards to wholesale?]
  [For all Australian and New Zealand wholesale enquiries please contact laura@alemais.com
For all International wholesale enquiries please contact wholesale@arddunagency.com]
[endcollapsible]

[collapsible]
  [Counterfeit Product]
  [The best way for you to ensure your Alémais garments are genuine is to purchase through authorised retailers or through 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 protecting the efforts of the many hands that we engage to create the magic that is Alémais.

We are grateful to our loyal clients who notify us if they see suspected counterfeit garments. Please contact customercare@alemais.com if you wish to report. Please provide as many details as you can, such as images, name and location of the seller and website address.]
[endcollapsible]

[endaccordion]