SHIPPING RATES

Australia

• Standard: $6.99 AUD (2 to 8 business days)
• Express: $14.99 AUD (1 to 4 business days)
• Free express shipping on orders over $250 AUD

New Zealand

• Standard international: $14.95 NZD
• Express international: $25.95 NZD (3 to 5 business days)
• Free express shipping on orders over $250 NZD

United States

• Express international: $19.95 USD (5 to 9 business days)
• Free standard international shipping on orders over $250 USD

International orders may be charged import duties or taxes by your country. These aren't included in your order total and are paid by you, so please check your country's requirements before ordering.

DISPATCH

All orders are sent from our warehouse in Heidelberg West, VIC. We can't accommodate walk-ins or pick-ups at the warehouse.

Orders placed after 8am are dispatched the next business day, and orders placed on Friday after 8am or over the weekend are dispatched on Monday. During sale periods, please allow 1 to 3 business days for dispatch.

Express shipping means your parcel is prioritised once it's with Australia Post. It doesn't change how quickly your order is packed. If your order is urgent, email us and we'll do our best to prioritise it.

CHANGES & CANCELLATIONS

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.

LOST OR DELAYED ORDERS

If your delivery is delayed by more than 4 business days, email us at the-crew@alexandraaustralia.com and we'll lodge an enquiry with Australia Post. If your order is lost, we'll replace it, or refund or credit you if we can't. Parcels returned to us because of an incorrect address may incur a re-shipping cost.

PRE-ORDERS

Pre-order items are dispatched on the advised date, which may change. If your order includes a pre-order item, the whole order ships together on that date. Order other items separately if you'd like them sooner.

RETURNS

Our returns policy follows Australian Consumer Law. All returns must be submitted within 30 days of delivery through our Returns Portal.

Condition

Items must be unworn, unwashed, unaltered and in their original condition with tags attached. Send them back in a mailer bag with the return packing slip. Returns that don't meet these conditions incur a $10 handling fee.

What you can return for

• Full-priced items: refund, exchange or store credit
• Afterpay or Zip orders: exchange or store credit only
• Sale items: store credit only (valid for 2 years), unless marked FINAL SALE
• FINAL SALE items: not returnable, unless faulty, not fit for purpose or not as described under Australian Consumer Law
• Welcome code orders: full refund, unless the item was on sale or paid with Afterpay or Zip
• Second return on the same item or order: store credit or exchange
• Gift cards: not returnable, and they expire after 2 years

Sale markdowns can't be applied retrospectively to earlier orders.

Return shipping and fees

• Australia: we provide a pre-paid return label. Handling fees are $15 for a refund, $10 for an exchange and $5 for store credit.
• New Zealand: please buy a return label at your local post office. There are no handling fees, and we cover the postage on exchanges.
• Original shipping charges, duties and taxes aren't refundable.

Exchanges

Choose a new size or style with the Shop Now option in the Returns Portal. If the new item costs more, you pay the difference. If it costs less, you're credited the difference. Store credit is issued as a gift card. Please note that existing store credit can't be used towards an exchange just yet.

Processing

We aim to process returns daily, but please allow up to 3 business days. We'll email you when your return arrives and again once it's processed. Refunds can take a few extra days to appear in your account. If yours hasn't arrived after that, contact us at the-crew@alexandraaustralia.com.

FAULTY ITEMS

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.

TRY BEFORE YOU BUY

Try Before You Buy is available to Legacy tier members of The CLUB. To keep or return Try Before You Buy items, use the dedicated Try Before You Buy portal. You can post them back together with a standard return, as long as you include both packing slips and lodge each return in the correct portal.