Our Policies

RETURNS POLICY

All change of mind returns need to be initiated within 30 days of receiving your initial order. Once your return is approved you are required to send it back to us within 7 days of receiving your return confirmation. All shipping costs associated with a change of mind return is at the customer's expense.

Some items, including items purchased during a sale period, may be ineligible for return. Please refer to our returns and shipping information page for more information. 

PRE-ORDERS & DELAYED DISPATCH

Track pre-orders here.

We are proudly a small batch, slow fashion company which means when our products sell out, it could be several months before we are able to restock them again. When we have an incoming shipment, select items may be available for pre-order.

Pre-ordering and paying for a purchase when a listing is marked 'pre-order' or 'delayed dispatch' ensures your selection is secured, and your order will be packed and posted as soon as all items are available in stock after arrival of our for shipment.

Delivery dates for pre-ordered bags cannot be confirmed until they arrive and are shipped out to you. We will do our best to keep you up to date with estimated arrival dates and will let you know should there be any delays. Please note orders containing more than one item will be held over and shipped with the pre-ordered item.

Pre-orders are posted from our Sydney warehouse.

CANCELLATIONS + AMENDMENTS

Unfortunately we are unable to cancel or make amendments to an order after it has been placed. 

Order amendments may include, but are not limited to: 

• Change of delivery address
• Change of item colour or style
• Adding and/or removing items from the order
• Applying a promotional code and/or a gift voucher
• Full order cancellations

To make an exchange or return please wait until you receive your item and follow the instructions provided here.

All offerings and discussions with customer service are based on availability and prices at the date/time of the email and can change without notice.

WARRANTY & FAULTS POLICY

We take great pride in the quality and craftsmanship of our range. Our shipments are reviewed by a quality assurance team prior to shipping.

In the event the item you received has a manufacturing fault, please contact us as soon as possible, within a 12 month period to bring this to our attention.

Please note: A manufacturing fault is classified as a product that is unable to be used in its intended manner and refers specifically to failure of hardware or workmanship. Please see our care page for tips on how to ensure the longevity of your material, and advice on how to clean marks. Slight variations to the surface of genuine leather are expected as it is a natural material and not considered a manufacturing fault.

Should you wish to return a faulty item, please contact us with your:

• Full name
• Contact number and email address
• Order number
• Proof of purchase, this could be an email or electronic order confirmation. If you need help to locate this, please provide us with the name and contact of the person who bought the item for you. 
• At least 3-4 high quality photos showing the issue from different angles, and a detailed description of your manufacturing fault. Please include a photo of the entire item so we are able to match your product to the proof of purchase.

The resolution for a faulty item will be dependent on the outcome of the review by our team. We may arrange and compensate at a reasonable cost for a repair to be made locally. Should a repair be impossible for the fault, we will facilitate a return and refund to you. We may request you to return the item to us to facilitate the repair, upon completion we would return your item to you at our expense.

Warranty claims are to be made by the original purchaser of the item inline with the above, this warranty becomes void if our product is on sold.

In the rare event of a major fault in the item, we may request you return the item to us for a review. If the defect is deemed to be a manufacturing issue and unrepairable, we will work with you to offer a refund.

We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods. A registered tracking number must be provided for all returns.

We do not accept returns on products that are deemed faulty from misuse, wear and tear over time, or found to be unrelated to a manufacturing issue. We will not cover shipping costs or provide a refund for items which are found to be damaged due to wear and tear or misuse.

SALE PERIODS

We only have a few sales a year which can be quite busy. During sale periods it may take us a little longer to process and dispatch your orders. If you need your purchase urgently, we always recommend purchasing the express post option during a sale to ensure your order is dispatched with priority. 

It's not possible to use discount codes during sale periods and double dipped orders will be cancelled.

As per the terms for cancellations and amendments (see above) we will also not refund the difference of a purchase made prior to the beginning of a sale. 

We do not offer returns or exchanges for change of mind on items purchased during sales, or when discount codes are applied, unless specified otherwise. We will only offer a refund if the item is deemed faulty.

Storewide sales do not include gift cards and any other exclusions will be listed.

Please note: items in the "Sale" collection page are 'as is' and 'final sale' there is no change of mind returns on these pieces. Refund would be applicable if the item was deemed faulty. 

PROMOTIONS

Welcome Promotion

1. $30 AUD off promotion is valid only for first purchase
2. Promotion only valid on purchases over $200 AUD
3. Discount code can be used on full price items and excludes the Sale collection. 
4. Discounts are not able to be added once purchase has been finalised 
5. Discount code is valid for seven (7) days from receipt of the welcome email
6. Valid for one use only
7. Discount code is not applicable with any other offer including, but not limited to, gift sets and our bundle and save promotion.
8. Discount code is only to be used by email recipient and is not transferrable

Email Promotion

1. The code issued must be entered to receive 10% off the total price of the item(s) in the cart, as specified in the cart email.
2. Additional items to those specified in the cart email, once added to the cart, will not be discounted.
3. Discounts are not able to be added once purchase has been finalised.
4. Discount code is valid for seven (7) days from receipt of the abandoned cart email.
5. Discount code is not applicable with any other offer including, but not limited to, gift sets, pre-orders, and our bundle and save promotion.
   
6. Valid for one use only.

VIP Promotions

1. The code issued, and qualifying criteria, must be entered at checkout, in a single order, as specified in the email.
2. Discount code can only be used on items listed in the email, and valid until the date specified in the email.
3. Discounts are not able to be added retrospectively once purchase has been finalised.
4. Valid for one use only.
5. Discount code is not applicable with any other offers or sales, including but not limited to, welcome or bundle + save promotion.
6. Discount code is only to be used by email recipient and is not transferrable.
7. Discounts will not apply if all steps are not followed, including but not limited to, adding products to cart, and applying the discount code.
8. If applicable, the bonus gift(s) must be added to your cart upon checking out to be redeemed and cannot be added post-purchase.
9. Items cannot be split for return. All items in the "gift with purchase" must be returned unused and in original condition.
10. Strictly while stocks last. 

Free Shipping Promotion

1. Any promotion including free shipping is valid on standard shipping only, unless otherwise specified. 
2. Valid for shipping within Australia only, unless otherwise specified. 

Bundle and Save Discount

1. To take advantage of the bundle offer, you must select the minimum number of products from within the set "bundle and save" section; not all products are included and exclusions may apply.
2. The discount will automatically apply in your cart if items added are eligible.
3. Bundle promotion is not valid with any other offer including the welcome discount.
4. Items purchased in a bundle cannot be split for return. All items in the bundle must be returned unused and in original condition. 
5. "Bundle and save" discounts may be turned off during sale periods, or at our discretion, and are only available at limited times.

Gift Sets

1. Gift Sets are not valid with any other offer, including the welcome discount, unless specified otherwise.
2. Items in a Gift Set cannot be split for return. All items in the Gift Set must be returned unused and in original condition. 
3. Gift Sets are only available for a limited time, at our discretion. Strictly while stocks last.
4. Colours/products are set and unable to be amended or changed.
5. Prices and savings listed are primarily in Australian Dollars (AUD) and may differ based on your local currency and exchange rate.
6. Items added individually to cart will not attract the gift set pricing.

Monthly Survey Refund Offer – 2025

1. Promotion Period: This promotion runs monthly from 12:01 AM AWST on the first day of the month and concludes at 11:59 PM AWST on the last day of the same month.
2. Offer: One eligible participant will be randomly selected each month to receive a full refund of their order. The winner will be notified directly via the email associated with their order.
3. Eligibility:
   1. Participants must have placed an order through the official Alf the Label online store (www.alfthelabel.com.au) within the specified monthly promotional period. Orders placed through other stockists or wholesalers are not eligible.
   2. Participants must complete all required questions in the post-purchase survey.
   3. Participants must subscribe to Alf the Label email marketing. Existing subscribers are also eligible.
   4. One survey submission per order is valid.
4. The winner will be selected randomly using a random number generator. The random selection process will be verified. The winner will be notified directly via the email address associated with their order.
5. Refund times may vary depending on banks and payment methods. Refunds will be processed to the original payment method within 14 business days of winner notification. Participants are responsible for any applicable tax implications.
6. Alf the Label reserves the right to modify or cancel this promotion at any time. Alf the Label is not liable for any technical issues or errors that may affect participation
   

Instant Win Competition - Sophie Handbag

1. Promotion Period & Eligibility: The Promotion will be offered during specific time frames and in specific regions, as detailed below.
   1. Promotion 3: United States. Promotion
   2.  Period: Commences on Wednesday, July 2, 2025, and concludes when all first prizes have been awarded. Eligibility: Open only to residents of the United States.
   3. Promotion 4: EU. Promotion Period: Commences on Wednesday, July 2, 2025, and concludes when all first prizes have been awarded. Eligibility: Open only to residents of the EU.
2. Entry Limit. There is a strict limit of one (1) entry per person per promotion. Any individual found to be using multiple email addresses or other methods to submit multiple entries will have all their entries disqualified, and any prize(s) won will be void.
3. Prizes. First Prizes: There are a maximum of six (6) Sophie Handbag first prizes to be won for each promotion listed above. Each first prize is a Sophie Handbag (Leather) in the winner’s choice of colour (Black or Pecan), subject to availability.
   1. Prize Value (EU): valued at approximately €369.00.
   2. Prize Value (US): valued at approximately $329.00.
   3. Runner-Up Prizes: Runner-up prizes consist of a discount code with the following conditions: The code is valid only on full-priced orders with a total value of €200 or more for EU, and $200 USD or more for the US (excluding shipping and taxes). This discount code cannot be combined with any other offer, including but not limited to welcome discounts, gift sets, or other bundle offers. The code must be redeemed by the expiry date listed in the email. It must be entered at checkout for the offer to be redeemed and cannot be applied once the purchase has been finalized.
   4. Winner Notification. First prize winners will be contacted directly by a representative of Alf via the email address provided during entry. All prizes are limited in quantity and are available for a limited time only.

USA Labor Day Sale - 2025

1. Sale commences 9PM EDT on Thursday August 14, 2025.
2. Sale ends at 11:59PM EDT on Sunday August 17, 2025.
3. Offer: 25% off.
4. This sale is exclusive to the USA.
5. Limited time only. Strictly while stocks last.
6. Excludes gift cards, pre-orders, new arrivals, gift sets, and bundle offers.
7. The discount code must be entered at checkout for the offer to be redeemed, and cannot be added once the purchase has been finalized.
8. Cannot be used in conjunction with any other offer or code, including the Welcome discount or bundle offers.
9. We can not offer returns or exchanges for change of mind on items purchased during sales, or when discount codes are applied. We will only offer a refund if the item is deemed faulty.
10. No rain-checks or exchanges.
11. Please see additional information regarding "Sale Periods" above.
12. We will not refund the difference of a purchase made prior to the beginning of a sale.

Bonus Gift – August 2025

1. Promotion Period begins: Monday August 25, 2025 at 3:00PM AWST (GMT +8).
2. Limited time only. Strictly while stocks last.
3. Gift: One (1) Knot Key Ring (Leather) in Cocoa, valued at $59.95 AUD.
4. Qualifying Spend: $300 in one order transaction. Qualifying spend is based on the currency relating to the country of delivery and must be met after discounts are applied. Qualifying spend is based on the customer's local currency.
5. One gift per order, one gift per customer. This means each customer is eligible to receive only one bonus gift during the promotional period, regardless of the number of separate orders placed. Multiple orders by the same customer will not result in multiple bonus gifts. The bonus gift may be removed from your order if the qualifying spend/criteria are not met.
6. The bonus gift must be visible in and added to your cart upon checking out to be redeemed and cannot be added post-purchase.
7. No rain-checks or exchanges. In the event your order is eligible for return, the bonus gift must also be returned in original, unused condition.

COLOUR VARIATIONS

Whilst we do absolutely everything possible to provide you with the truest to life colour of our products there are a number of factors which may result in the images you see online varying just slightly from the colour in real life. 

• Screen quality and resolution
• Time of day/year the image was shot
• Amount of natural lighting
• Editing techniques 

The images of our products we use on the product pages of our website are taken by our professional photographer and are edited to reflect the truest colour of each product. Please use these as a guide for purchase.

The images seen on our social media channels, or lifestyle photos, may have been provided by a third party i.e. customers, and although we only use images which we believe well reflect our products in such case we are unable to control the lighting and editing to that image. 

THE ALF EXCHANGE PROGAM

This offer is open to all Alf Customers/Community.

Our charity partner is Dress for Success.

You must self qualify bags eligible for return via the online application form.

This offer is limited to one approval per customer only.  The Alf Exchange discount is one time use per customer only & can not be used with any other discount or promotional offer.

Once we approve your application you must make a gold coin donation/purchase via the weblink/webpage to access the postal voucher for the exchange to be initiated.

We will confirm final acceptance of your donated bag on arrival at Alf HQ when the final QA check has been completed.

Once approved we will email you with how to apply the approved discounts to your purchase.

Discounts are offered in the following tiers;

• Tier 1 Purchases over $200 RRP get $50 Off
• Tier 2 Purchases over $300 RRP get $75 Off
• Tier 3 Purchases over $400 RRP get $100 Off

Alf the Label reserves the right to reject any proposed donations deemed not suitable to this offer from the online application or when the donated bag is received in person. 

By participating in the Alf Exchange you agree if your donated bag is deemed unacceptable on the final QA by us the bag is donated to any other charity of our choice or disposed of, or should you require the bag to be returned back to you this will be at your expense.

Please note: our policies are binding and may be updated periodically at Alf the Label Pty Ltd's discretion.