Returns & Refunds
This policy applies to products purchased from the website www.aliasmae.com.au
CAN I GET A FULL REFUND ON RETURNED ITEMS?
We endeavour to make your web store experience a smooth one. If you are unhappy with your web store purchase for any reason, we will gladly accept exchanges or returns of unworn merchandise returned to our web store within 14 days of the order date.
If you would like to return goods for a full refund then please ensure:
- The product was bought at full price
- The product is not worn
- The product is returned in it's original Alias Mae packaging, exactly as you received it.
- To fill out the Returns Form included in your parcel with your order number (you will find it on the Alias Mae order confirmation email).
Note: Items purchased on Sale (discounted price from the full sales price) are eligible for an exchange or credit note but not a refund.
Please ensure that the shoes are packed exactly as you received them. All items that are not received as per sent, and are missing packaging, will be charged and/or deducted a processing fee.
We recommend sending return parcels via registered post as Alias Mae is not liable if your return is lost in transit. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Alias Mae will not be held accountable for any losses.
For products delivered to addresses outside Australia, we do not currently accept returns for change of mind.
WHAT IS THE PROCESS FOR RETURNS AND EXCHANGES?
For orders delivered within Australia, we will accept returns and exchanges for change of mind on products purchased online within 14 days from date of receipt or at any time if products are faulty. Please return item as per below:
1. Complete the returns form that you received in your parcel
2. Re-pack your items in it's original box with all packaging (exactly as you received them). If the product is not packed with full packaging, we will charge and/or reduct a processing fee.
3. Please send back to the following address:
Alias Mae Returns
578 Plummer Street, Port Melbourne, VIC, 3207
Please note we cannot accept pickup or dropoff to this address due to health and safety reasons.
For orders delivered outside of Australia where the product may be faulty or we have not delivered what you ordered, please contact our Customer Service team via email at firstname.lastname@example.org where you will be advised of the return process. Please note the cost for us to send back the exchange will be covered by the customer, and will be the same price as the original shipping cost.
It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to Alias Mae Returns.
If you need to exchange your purchase for another size please state your request on the returns form. Once we receive please allow upto 5* business days for your order to be processed and a further 2 - 3 business days for delivery. If you have any other queries please contact our Customer Service team via email at email@example.com or by phoning on 1300 ALIAS MAE between 10am and 5pm AEST Monday to Friday.
Customers are responsible for shipping and handling charges for any exchanges of size.
If you require your shoes urgently we recommend repurchasing to avoid missing out on stock, and so you receive your item sooner.
* Exchanges are valid within Australia only. We cannot process nor deliver orders on public holidays. In these instances, please anticipate that your order will be processed within the next business day.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
We take the upmost care in ensuring our goods are of high quality. However, if for any reason you find that our products are faulty or unsatisfactory, or you did not receive what you ordered, we will be determined to resolve any issues to satisfy our customers.
Returns will be accepted for products purchased from the Alias Mae web store if they are faulty or the products delivered do not match your order. However, you will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making a return claim.
Web store purchases claimed as faulty will need to be sent back to Alias Mae for an official assessment by the Alias Mae quality assurance team. Customers will initially be responsible for shipping and handling charges for any returns of faulty product, however this amount will be refunded to your account once the product has been received and quality assessed. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed.
WHAT ARE MY OPTIONS WHEN I RETURN AN ITEM BOUGHT FROM THE WEBSITE THAT IS FAULTY OR INCORRECTLY DELIVERED?
Alias Mae provides three return options for faulty or incorrectly delivered products, and to Australian customers where our change of mind policy applies.
- Credit note
- Full refund to your account
WHO PAYS FOR SHIPPING RETURNS?
Customers will initially be responsible for shipping and handling charges for any faulty products, however this amount will be refunded to your account once the product has been received and assessed. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed. You must resubmit your account details for the refund to be processed.
Size Changes or change of mind:
Purchaser pays the cost of return charges to Alias Mae, however Alias Mae will pay for postage on any exchange postage back to the customer.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your goods have been received by Alias Mae please allow up to 5 business days for your refund to be processed back to your account. The retrieval of your refund will depend on the period of time your financial institution takes to process the refund.
WHO GETS THE REFUND IF I RETURN A GIFT?
The refund on a correctly returned item that was given as a gift will be credited to the original purchaser’s account or credit card used to purchase the gift.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 10am until 4.30pm Australian Eastern Standard/Daylight Savings Time.
The contact phone number for our team is 1300 ALIAS MAE or you can also contact us via email at firstname.lastname@example.org