FREQUENTLY ASKED QUESTIONS
Shipping & Delivery
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.
FREE DELIVERY within Australia for orders over $140.
Here are the full details of our Shipping Policy.
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.
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
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
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.
Please lodge your return or exchange via the portal on our website.
Note items purchased online cannot be returned through our stockist.
Items purchased through our stockists must be returned via the stockist.
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.
The cost of the return shipping is handled by the customer.
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.
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
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.
Please use our stockist locater to find stockist near you
We have both electronic and physical gift cards available to purchase. Shop Here.
Unfortunately at this stage we do not offer pre-order or custom orders.
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.
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.
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
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 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.
We accept payments from major credit card companies like Visa, Mastercard, and American Express.