Shipping policy

SHIPPING AND DELIVERY

We ship products within Australia and Internationally. We use delivery service providers to help us get our products to you.

a) Rates

You agree to pay to us shipping fees as calculated at checkout.

As you know, technology is great but it’s not infallible. If there’s an error in the calculation of your shipping costs, we’ll contact you before processing your order to discuss options (such as paying any additional costs or modifying your order).

Our delivery service providers may change their fees from time to time, and so you acknowledge and agree that we can vary the postage fees applicable to orders at any time on notice, and that such notice is given by posting the updated postage fees on the Website.

b) Dispatch Timeframes (order processing times)

As all our products are personalised, orders are generally dispatched within 10 business days (excluding weekends and public holidays) of receipt of payment.

Once an order is processed, we’ll do our best to dispatch orders as soon as possible.

We ask for your patience as this handling period may vary, for example, if we have a high volume of orders.

You acknowledge that we’re not liable for any delay in dispatch of your order.

Please note that we do not provide updates for your order during the processing time unless requested. If you have any queries or concerns, please contact hello@alexalane.com.au

c) Delivery Timeframes

Delivery times will vary between orders – we’ll do our best to let you know when to expect your delivery, however this is largely dependent on the delivery service provider. You will receive shipping tracking information by e-mail once your order has been shipped.

Shipping within Australia

As a guide, your orders should arrive within 2-7 business days from the day it is sent, unless advised otherwise.

International Shipping

As a guide, your orders should arrive within 7–18 business days, unless advised otherwise.

d) Delivery Address

It’s your responsibility to make sure that your postal address details are correct- we won’t be responsible for any incorrect or failed delivery if you don’t supply current, accurate postal address details. If your order is undelivered due to your error and returned to us, we reserve the right to require you to pay further postage fees or terminate this agreement and issue a refund in accordance with this agreement.

Shipping within Australia

In the instance where a shipment is returned to us due to the incorrect address being supplied, or the item not being collected from a post office in time, a fee will be charged to reship the package. Australia Post charges Alexa Lane a $10 return package fee on every returned item, therefore the minimum reshipment fee is $19.95 (up to 500 gram package) but may be more depending on the actual weight and rate charged by Australia Post.

International Shipping

We are not responsible for any additional fees associated with your purchase, such as duties and customs brokerage. Due to circumstances beyond our control, some orders may be delayed in transit.

e) Orders Lost in Transit

When we dispatch your order, we will give you a tracking code for you to track the progress of your order.

If you’re concerned that your order has been lost or misdelivered, we ask that you contact us as soon as possible, so that we can investigate. You understand that while we’ll investigate your missing order, we make no representations as to responsibility or liability for any lost or misdelivered order. In the event of items lost or damaged in transit, you acknowledge that our liability is limited to the amount of any compensation we are able to recover from the delivery service provider, less our reasonable costs of investigating and applying for any compensation, unless otherwise required by law.