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FAQs

SIZE & PRODUCT INFORMATION

  • We offer a size guide on each product page to help you choose the right size. We also offer a size indicator in case a size runs small or large. Please check size and fit notes before making your selection.

    If you're between sizes or need further assistance, feel free to contact our customer service team for personalised advice.

  • To keep your items looking their best, please follow the care instructions provided on the garment’s label.

    For specific care tips and recommendations on our Faux Fur, visit our Garment Care page.

  • We restock our Core Classics collection all year round. The rest of the range is usually not restocked. Feel free to reach out on live chat to ask about a particular style.

    If an item you want is out of stock, you can sign up for notifications on the product page to be alerted when it’s available again.

  • Yes. At ALEXANDRA, we are committed to ethical sourcing and sustainable practices. Over 90% of the fabrics in our collections are natural, and we only work with reputable, ethical suppliers.

    Read more on our Conscious Fashion Journey page.

SHIPPING, DELIVERY & RETURNS

  • Domestic shipping inside Australia should take 1-2 business days. The order will be posted express from Melbourne, VIC.

    International shipping could take between 3 and 9 days.

    Learn more on our Shipping Page.

  • AUSTRALIA: Standard shipping $6.99 AUD or express shipping $14.99 AUD. Free express shipping on orders over $250 AUD.

    NEW ZEALAND: Standard international shipping $14.95 NZD or express international shipping $25.95 NZD. Free express shipping on orders over $250 NZD.

    UNITED STATES: Express international shipping $19.95 USD. Free standard international shipping on orders over $250 USD.

    To find out more, please read our Shipping Policy.

  • Yes. We offer free express shipping in Australia and New Zealand on orders over $250 (AUD or NZD), and free standard international shipping to the United States on orders over $250 USD.

  • Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order on the Australia Post Website.

    You can also contact live chat and select Track My Order.

  • We want you to love your purchase, but if you need to return an item, you can do so within 30 days of receiving your order. Items must be in their original condition, with tags attached, and accompanied by the original receipt and return form.

    Depending what method you paid and if your item was discounted or not, you will be eligible for either a credit, exchange or refund.

    For more details, please visit our Returns & Exchanges page.

    To submit a return visit our Returns Portal.

  • We're sorry if something's not right. Submit a return via the Returns Portal with a photo of the fault. We'll send a replacement if we have stock, or refund you if we don't.

  • Orders can be changed or cancelled within 30 minutes of being placed using our order editing function. After that, your order will be dispatched and can be returned under our returns policy.

PAYMENTS & PRIVACY

  • We accept a variety of payment methods, including major credit cards (Visa, MasterCard, American Express), PayPal, and Afterpay and ZipPay.

  • All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

  • Yes, we collect and store personal information to process orders. We take your privacy seriously and adhere to strict security measures to protect your data. For more details on how we handle your information, please review our Privacy Policy.

  • This depends on the promotion, in most cases only one promo code can be applied per order. If you have multiple promo codes, choose the one that offers the best discount. Please enter the promo codes at checkout.

  • Customs, duties, and taxes for international orders are not included in the total of your order and will need to be paid directly to your local customs office before you receive your package. For more information on potential customs and duties fees, we suggest reaching out to your local customs office. Please note, this is for non-Australian orders.

OUR BRAND

  • Yes, we offer egift cards in various denominations. They can be purchased online and used for any purchase on our website. For more details, please visit our Gift Cards page.

  • To stay informed about our latest collections, promotions, and exclusive offers, sign up for our newsletter at the bottom of our website or follow us on social media.

CUSTOMER SUPPORT

  • You can reach our customer service team via Live Chat, email at the-crew@alexandraaustralia.com or through our Contact Us page.

    We are here to help with any questions or concerns you may have.

  • Yes, we have! It's called The CLUB, and you can join here.

  • On our website there is a sign up button located at the top right corner of any page. Please enter your details and you will receive a confirmation email to confirm your details.

  • Watch this video to see how - here.