Our Policies

RETURNS POLICY

All returns need to be innated 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 authorisation number.

Some items may be ineligible for return, please refer below for more information.


Full Priced Items

Items purchased at full price are eligible for a refund.  The item returned must meet the following conditions:

• The return is processed by the client within 30 days of receipt of order.
• The item is returned with proof of purchase.
• The item is returned in its original condition: unused, unwashed, tags attached, and in it's protective dust bag.
• The item is not a gift voucher.

Should you wish to return your purchase, please submit your return request by clicking the link below within 30 days of receipt of your order. No returns will be accepted after the 30 day window has passed. Please note we do not offer exchanges.

Once you have submitted your return request, you will receive a confirmation if your return is approved. Once approved you will receive a return authorisation number, you will need to post your return within 7 days. 

Once the item has been returned to us, our team will review the item to ensure it meets the condition for return. Refunds can only be processed back to the original method of payment, this includes gift cards.

Storewide Sale / Promotional Items

Items purchased during a sale / promotional period are non-refundable. We ask that you choose carefully when purchasing during a promotional period. Items purchased during a promotional period are eligible for a store credit only, unless in the event that item is deemed faulty.

Sale Items

Items purchased from the Sale section are final sale. Purchases made on sale are not eligible for returns, unless in the event that the item is deemed faulty.

 

PRE-ORDERS

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

Pre-ordering and paying for a purchase when a listing is marked 'pre-order' 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. 

Amendments include:

  • Change of delivery address
  • Change of item colour or style
  • Adding and/or removing items from the order
  • Applying discounts/gift cards
  • 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.

Cancellations and Order Amendments

Please note we are unable to cancel or amend an order once 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

 

WARRANTY & FAULTS POLICY

We take great pride in the quality and craftsmanship of our range. Every item is reviewed by our quality assurance team individually prior to shipping.

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

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 refunds for change of mind on full price items during storewide sales, or when discount codes are applied. We will only offer a refund if the item is deemed faulty. You can however exchange your item for a store credit of the purchased value i.e. sale price if it was purchased during a storewide sale.

You can only take advantage of our seven day refund policy on full price items, outside of sale times.

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 items was deemed faulty. 

 

PROMOTIONS

 

Welcome Promotion

  1. $30 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 bundle + save promotion.
  8. Discount code is only to be use 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.
  6. Valid for one use only.

Free Shipping Promotion

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

Bundle Promotion 

  1. To take advantage of the bundle offer, a minimum of 3 products must be added to cart. 
  2. Bundle promotion is not valid with any other offer including the welcome discount.
  3. Items purchased in a bundle cannot be split for return. All items in the bundle must be returned unused and in original condition. 

      Free Gift with Purchase: Mia Earrings

      1. To take advantage of the promotion, $150 must be spent in one transaction (excluding delivery).
      2. Excludes gift cards, pre-orders and promotional items.
      3. The Mia Earrings must be added to your cart.
      4. Discount will be automatically applied at the checkout.
      5. Not valid with any other offer, including the welcome discount and bundles.
      6. Discounts are not able to be added once purchase has been finalised.
      7. Offer ends May 15, 2022 at 11:59 PM AWST.
      8. Strictly while stocks last.
      9. The Mia Earrings cannot be returned or exchanged unless faulty.
      10. Items purchased in a bundle cannot be split for return.

      Sophie’s Birthday Sale

      1. Sale ends Wednesday May 25th, 2022 at 11:59PM AEDT
      2. Selected items only, prices as marked.
      3. Cannot be used with the Welcome discount.
      4. Not valid with any other offer, or on already discounted items in the Sale Archive collection.
      5. Strictly while stocks last.
      6. Items purchased from the Sale section are final sale. Purchases made on sale are not eligible for returns, unless in the event the item is deemed faulty.

      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 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 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.