ORDERS & SHIPPING
We accept Visa, Mastercard, AMEX, Union Pay, Shop Pay, Apple Pay, Google Pay, Eftpos, PayPal and Afterpay (Australia only).
We ship to the following countries via our AU/NZ/EU/UK website: Australia, Austria, Belgium, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Lithuania, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Poland, Romania, Spain, Sweden, Switzerland and the United Kingdom.
We ship to the following countries via our international website: Bahrain, Canada, China, Hong Kong SAR, Israel, Japan, Kuwait, Macao SAR, Malaysia, Mexico, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Taiwan, Thailand, Turkey, United Arab Emirates, United States and Vietnam.
You can access our international website here.
If your country is not listed we are unable to ship to your location at this time.
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.
All orders 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 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 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.
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.
We offer free standard shipping on orders over 300 AUD/USD/GBP/EUR. Please refer to our Shipping Policy page here for more information.
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.
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.
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.
Yes, we offer gift cards for AUD and USD Customers only here.
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 or FedEx, or wait for the parcel to be returned before we can re-ship or refund.
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.
Our size guide can be found on each product page. If you would like further advice on sizing please contact customercare@alemais.com.
RETURNS, REFUNDS & EXCHANGES
We accept returns within 21 days from when you receive your order. Please refer to our returns policy here 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 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.
You can lodge your return or exchange via our Returns Portal.
Return Portal: If order # starts with # (eg. #12345)
Return Portal: If order # starts with US# (eg. US#12345)
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.
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 and follow the steps to select a new size or a different item.
Return Portal: If order # starts with # (eg. #12345)
Return Portal: If order # starts with US# (eg. US#12345)
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.
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.
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 to accept 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 sign up for our email subscription.
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 to 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 in multiple shipments.
Absolutely. Please contact our customer care team at customercare@alemais.com, 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.
CONTACT
Our best method of contact is via live chat or via email at customercare@alemais.com.
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.
For all Australian and New Zealand wholesale enquiries please contact laura@alemais.com
For all International wholesale enquiries please contact wholesale@arddunagency.com
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.