FAQs
FAQ
How long will my order take to ship?
All products are personalised & orders generally ship within 10 business days for personalisation and a further 1 to7 (approximate) business days for delivery depending on your location & postage method selected - 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, exchanges, & refunds
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.
Click here to view our refund policy.
My order arrived damaged?
If your goods arrive damaged or defective in any way on delivery, please contact us to arrange a suitable remedy within 3 days of delivery.
Incorrect address supplied, or item not collected from the post office in time?
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 of $19.95 will be charged to reship the package.
Australia Post charges Alexa Lane a $10 return package fee on every returned item. The additional $9.95 is to cover the express post fee to reship the order.
