FAQs – Alias Mae Australia

FREQUENTLY ASKED QUESTIONS

Shipping & Delivery

How long does it take to get my order? How long does it take to get my order?

Please allow 1-2 business days for our warehouse team to pick and pack your order. Shipping time frames are in addition to this processing time.

Our warehouse is located in Melbourne, so delivery times may vary according to your location.

How much does it cost? How much does it cost?

FREE DELIVERY within Australia for orders over $140.

Here are the full details of our Shipping Policy.

Do you ship internationally? Do you ship internationally?

We ship to the following countries:

New Zealand
United Kingdom

We apologise to our American customers but we have closed our US Store. The good news is we will be opening shipping to the USA from our main online store soon!

Shipping is via DHL Express. Any import taxes are the responsibility of the customer. Returns are unfortunately not possible with international shipping, so please take care to make sure your order is correct. Shipping rates are automatically calculated at the checkout.

Please be aware that shipping costs (particularly to remote areas) can exceed the price of some sale items, in which case the customer will be advised that the order is cancelled and will be refunded.

I entered the wrong shipping address can you change it? I entered the wrong shipping address can you change it?

Unfortunately we are unable to update shipping addresses as the order is automatically sent to our external 3PL warehouse.

You will need to organise a redirection through Aus Post or StarTrack when you receive your tracking number.

AusPost – 13 76 78

StarTrack – 13 23 45

Where can I find my tracking? Where can I find my tracking?

You will receive an email with your tracking number once your order is dispatched. Please be sure to check your junk/spam.

If you have not received your tracking within 3 business days (5 during peak periods) after placing your order please contact us.

Returns & Refunds

Can I receive a refund for my order? Can I receive a refund for my order?

Full price - Can be returned for a full refund, credit or exchange.

Sale item (including site wide sales) – Can be returned for a credit or exchange.

Final Sale – Cannot be returned unless faulty.

Please note credits/gift cards cannot be returned for monetary value.

How do I process a return/exchange? How do I process a return/exchange?

Please lodge your return or exchange via the portal on our website.

Returns Portal

Note items purchased online cannot be returned through our stockist.

Items purchased through our stockists must be returned via the stockist.

I'm an International customer, how do I process a return? I'm an International customer, how do I process a return?

All returns outside of AUS (UK and NZ) please reach out to us at shop@aliasmae.com and send your tracking and receipt so we can process your order.

Otherwise, we will not be able to match your return with your order and it may get lost.

Who pays the shipping costs in the case of a refund when the order has free shipping? Who pays the shipping costs in the case of a refund when the order has free shipping?

The cost of the return shipping is handled by the customer.

I'm worried my exchange item will get sold out, can you hold it for me? I'm worried my exchange item will get sold out, can you hold it for me?

We cannot hold stock for any reason.

However, we offer Instant Exchanges, which means your exchange order will be created as soon as you lodge your return request.

I received a damage or incorrect product, what do I do? I received a damage or incorrect product, what do I do?

We are sorry to hear this, please email shop@aliasmae.com with your order details images of the product so we can assist you.

Shopping

Can I change, add to or cancel my order once I have placed it? Can I change, add to or cancel my order once I have placed it?

Unfortunately we cannot edit or update orders once they have been placed.

We do have a small window after you have placed your order that we can cancel. Please contact us as soon as possible so we can try and accommodate.

How can I find stores near me that stock your products? How can I find stores near me that stock your products?

Please use our stockist locater to find stockist near you

Do you have Gift Cards available? Do you have Gift Cards available?

We have both electronic and physical gift cards available to purchase. Shop Here.

Do you have a pre-order or special order option? Do you have a pre-order or special order option?

Unfortunately at this stage we do not offer pre-order or custom orders.

Can I be notified if a style is restocked? Can I be notified if a style is restocked?

Yes! You can sign up to be notified if we restock via the product page on our site. Please note not all styles get restocked.

I missed the sale! Can I still get a discount? I missed the sale! Can I still get a discount?

We're sorry but we're unable to honour sitewide sale discounts once the sale has finished.

Make sure you sign up to our VIP list and follow us on socials for sale updates and timing.

Scam/Fake Alias Mae Websites Scam/Fake Alias Mae Websites

We are aware that there are a number of fake/scam Alias Mae websites out there, selling and advertising our products.

We're reporting these fraudulent websites as we are made aware of them, and doing as much as we can to shut them down.

Do not purchase from any websites other than:

www.aliasmae.com.au

If you have made a purchase from one of the fake Alias Mae websites, we're very sorry but there's not much we can do from our end.

You need to contact your financial provider to reverse the transaction (if possible).

Payments & Safety

Is my payment data safe with you? Is my payment data safe with you?

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.

Do you accept online payments? Do you accept online payments?

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

Where can I learn more about the payment and processing on your store? Where can I learn more about the payment and processing on your store?

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

What forms of payment do you accept? What forms of payment do you accept?

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Currency

FREQUENTLY ASKED QUESTIONS