Refund policy

WHAT IS YOUR RETURNS AND EXCHANGE POLICY? 

We want you to love your purchase from our store. If you're not satisfied with your order, we’re here to help. 

We are happy to provide a refund or exchange if: 

  • The product is faulty or is not of acceptable quality; or 
  • The product is not fit for its intended purpose; or 
  • The product does not match the sample or our description; or 

To be eligible for a refund or exchange, the product: 

must be unused, unworn, and in its original condition with all garment tags still attached (for clothing); 

  • must be returned in its original packaging; 
  • be accompanied by a proof of purchase (invoice or order confirmation);  
  • must not be misused by you so as to cause a problem with the product; or 
  • was not known by you, before you bought it, to have a problem with it. 

Non-Returnable Items 

Certain items (listed below) cannot be returned or exchanged: 

  • Final sale items. 
  • Personalised or custom-made products. 
  • Items that have been worn, washed, or altered. 

Refunds 

  • Refunds will be issued to the original payment method used when purchasing the product. 
  • Shipping fees are non-refundable unless the return is due to a problem with the product and entitles you to a refund or exchange. 
     

Exchanges 

  • If you need a different size clothing item, we will send a new  item once we receive notification of the return (via the link below) including details of the new size and receipt of the returned item. 
  • Exchanges are subject to product availability.  

If you meet the conditions above, reach out to us here. 

Returns of items that do not meet these conditions may result in a refund or exchange not being issued. 

Please note that online orders can only be returned through this online process, so hold onto your items in case we require them to be sent back to our team. 

WHEN WILL MY ORDER BE SHIPPED? 

We ship all our orders within 48 hours of receiving them. Our products are shipped from Sydney, NSW via Australia Post. Once your order is packed and dispatched, you will receive an email with a tracking number to track your parcel. Depending on postage carrier restrictions, it may take up to 7 business days to receive your order.  

Please note some items may come from different warehouses and thus are shipped separately.  Click here and enter your tracking number to track your parcel. 

DO YOU SHIP INTERNATIONALLY? 

We currently ship to Australia and New Zealand.

MY SIZE IS SOLD OUT, WHEN WILL YOU RE-STOCK? 

Oh no! If the item is being re-stocked, we will update the store as soon as it is available. If available, please  click  the “notify me” button on the product page to be the first to know when it’s back in stock.  Also, look out on our socials for announcements about new merch drops. 

HOW MUCH IS SHIPPING? 

Shipping cost is $9.95  AUD flat rate Australia wide. Shipping is free for all orders over $80 AUD. 
 

WHAT PAYMENT OPTIONS DO YOU OFFER? 

We accept payment via VISA, Mastercard and PayPal. 

For any further questions, feel free to reach out to our support team. Happy shopping at The Alternative store!