FAQ
How Long will my Order Take?
All products are personalised & orders ship within 10 business days of receiving your order & payment - sooner if possible.
All products are personalised and shipped from our studio in Brisbane, Australia.
What if my Order is Urgent?
If you need your items sooner please contact us at hello@alexalanecom.au prior to making a purchase and we'll see what we can do to expedite your order. We’ll need to know the item you’re after, delivery deadline and destination postcode.
Please do not leave a note on your order requesting expedited shipping if your timeframe is less than 10 business days as the message may not be seen until your order reaches the processing stage.
How do I Track my Order Status?
You will receive shipping tracking information by e-mail once your order has been shipped.
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 us at hello@alexalane.com.au including your order number.
Returns
Unfortunately, we are unable to accept returns, exchanges, or refunds for change of mind purchases on personalised products so please ensure you choose carefully before ordering. This includes incorrect date, spelling errors or incorrect sizing submitted by you at the time of purchase. Note - non personalised items can be returned in original condition including gift packaging. A refund less shipping + restocking fee will apply. Please contact us for a return authorisation number prior to sending your goods back to us.
Shipping
Domestic Orders
$9.95 flat rate shipping via Australia Post regular shipping, with tracking.
Please allow up to 10 business days for personalisation and a further 1 to7 (approximate) business days for delivery depending on your location & postage method selected.
Pick up not available.
New Zealand Orders
$14.95 flat rate shipping via Australia Post pack + track international.
Please allow up to 10 business days for personalisation and approximately 3 to 10 business day delivery time subject to your location.
International Orders
$19.95 flat rate shipping via Australia Post pack + track international.
Approximately 7 to 18 business day delivery time subject to your location. Alexa Lane is 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.
