FAQ

Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to example@domain.com.
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Shipping

Based on the shipping method you choose, the shipping time will differ. For an estimate of delivery time and costs, please see the 'Shipping Rates and Times' section. Please note that the shipping time mentioned is just an estimate. Our courier service cannot be held responsible for delays caused by any natural disaster, political unrest, riots, or any other situation outside of our control.

Shipping info and rates according to zones and rates. (Table provided)

DESTINATION SHIPPING METHOD COST TIME
AUSTRALIA STANDARD SHIPPING $7.95 (ORDERS UNDER $60) 3-7 BUSINESS DAYS
AUSTRALIA STANDARD SHIPPING FREE 3-7 BUSINESS DAYS
AUSTRALIA STANDARD SHIPPING FREE (ORDERS ABOVE $140) 2-4 BUSINESS DAYS
AUSTRALIA EXPRESS SHIPPING FREE (ORDERS ABOVE $140) 2-4 BUSINESS DAYS
NEW ZEALAND STANDARD SHIPPING $11.95 (ORDERS UNDER $60) 8-13 BUSINESS DAYS
NEW ZEALAND STANDARD SHIPPING $6.95 (ORDERS ABOVE $60) 8-13 BUSINESS DAYS
NEW ZEALAND STANDARD SHIPPING FREE 8-13 BUSINESS DAYS
NEW ZEALAND EXPRESS SHIPPING $19.95 (ORDERS UNDER $140) 5-8 BUSINESS DAYS
NEW ZEALAND EXPRESS SHIPPING $11.95 (ORDERS ABOVE $140) 5-8 BUSINESS DAYS
NEW ZEALAND EXPRESS SHIPPING FREE (ORDERS ABOVE $250) 5-8 BUSINESS DAYS
USA, CANADA, UK & EUROPE STANDARD SHIPPING $19.95 (ORDERS UNDER $250) 10-15 BUSINESS DAYS
USA, CANADA, UK & EUROPE STANDARD SHIPPING FREE (ORDERS ABOVE $250) 10-15 BUSINESS DAYS
USA, CANADA, UK & EUROPE EXPRESS SHIPPING $29.95 (ORDERS UNDER $250) 7-10 BUSINESS DAYS
USA, CANADA, UK & EUROPE EXPRESS SHIPPING $9.95 (ORDERS ABOVE $250) 7-10 BUSINESS DAYS
REST OF THE WORLD STANDARD SHIPPING $29.95 (ORDERS UNDER $250) 15-25 BUSINESS DAYS
REST OF THE WORLD STANDARD SHIPPING $19.95 (ORDERS ABOVE $250) 15-25 BUSINESS DAYS
REST OF THE WORLD EXPRESS SHIPPING $35.95 (ORDERS UNDER $250) 7-15 BUSINESS DAYS
REST OF THE WORLD EXPRESS SHIPPING $25.95 (ORDERS ABOVE $250) 7-15 BUSINESS DAYS

*All orders are shipped via Australia Post and are tracked. Delivery times may occasionally exceed the estimated date due to unforeseen circumstances. If it has been more than seven days since the estimated delivery date, please contact our support team as soon as possible.

*The costs do not include customs charges as the customer is responsible for paying import duties involved (if any) to their country’s customs.

Once you placed the order, usually it will be sent out the next business day, but please allow 2-4 business days for orders to be shipped out during the sales or peak seasons.

A tracking number will be sent out via e-mail once we sent out the order which will also have your order ID with a list of items included. From there onward you will be able to track your order and see its whereabouts. If you haven't received any e-mail confirming your order ID then, please check your 'Spam' folder before getting in touch with our customer representative.

Also, you can Track Your Order here. Have your order number and email address (that was used for ordering the product) ready.

If you’re at work or outside your home, usually it will come down to two scenarios.

If your parcel requires a signature, then it will be taken down to your local collection depot and a 'missed delivery card' will be left outside the house or in the mailbox. You must collect the item within ten business days from collection depot, or it will get sent back to us.

If your parcel does not require any signature, usually it will be left outside the house in a safe place for you to receive. But if you're living in an apartment or in an area where there is no suitable place to leave your item, then it will be taken down to your local collection depot.

Alphactory is not responsible if the parcel delivered goes missing after receiving the delivery confirmation as shipping courier will only leave the parcel outside based on the best judgement on whether it will be safe to be left outside. Alphactory has no control over how the parcel is being delivered hence can’t be held liable for missing parcel after being delivered.

We do ship for overseas orders. Please check current rates, delivery times and our eligibility of shipping to a particular country in our shipping policy. Any outstanding border charges, customs charges or import duties must be paid by the customer, and we cannot be held responsible for these charges for an overseas order. Please check your local custom charges policy before placing an order for overseas shipping.

After placing an order and once your order has processed, we won’t be able to correct the shipping address which you have provided. Please contact with the address you had initially provided, as we will be sending the package to that address. If this address does not exist, it will merely make it's way back to our facility, upon which receiving, we can then redirect your order to your correct address.

Please notify our customer service team as soon as you can for such case as we will try our best to rectify the shipment if possible.

Return and Refunds

If an item bought was on sale, we can issue an in-store credit for the item once it has safely returned to us according to our return policy. We do not offer direct exchange between products; however, you can use the in-store credit to purchase any item you wish.

Firstly, we would like to apologize if you’ve received any faulty item. Please do get in touch with our customer support team as we would be happy to resolve the issue as quickly possible. Keep your Order number, product description and a photo of evidence ready so that our support team can verify the problem. You are eligible to claim a full refund (in-store credit or debited into your account) including the shipping cost if the product you have received is faulty.

We only offer in-store credit as a refund for non-faulty items. The refund will get issued after receiving and testing the product quality to ensure it meets our acceptable product standard (unworn, unwashed, hangtag attached, come inside product sleeve and returned within the specified timeframe of 14days).

Customer must keep their receipt of the delivery courier used to ship back the item to our facility we would consider it as a proof of return. If a customer is unable to provide a receipt number or photo upon request, ALPHACTORY reserves the right to refuse any refund and ship back the item back to the sender. Customer is liable to cover any shipping cost during the return process and will only be issued in-store credit equivalent to the product price. Furthermore, the customer must pay for shipping charge if a different item is ordered using the refunded credit.

Payments and Gift Cards

You can purchase our gift cards in the accessories section. Upon purchase, you will receive a confirmation e-mail containing your gift card code and further instructions.

You can use the amount available in your gift card at checkout. The amount will get deducted from your gift card balance.

Our gift cards have no expiry dates!

No, you do not have to use the full amount in one transaction.

Yes! Of course you can.

Yes, you can. Directly forward, your gift card code to the person you wish to gift!

Our payment options are listed below:

Visa, Visa Debit, MasterCard and American Express

We also accept payment via Afterpay, Zip and PayPal to pay in instalments.

You can also use our in-store gift cards for any purchase.

Usually, our price shows in AUD (Australian Dollar) as we are an Australian based company. The currency will switch to the closest preferred currency based on your location. ALPHACTORY will not charge customers any extra cost other than the price of the product and shipping (if applicable) and the conversion of the currency will be set automatically by payment gateways to the current market conversion value.

To protect your credit card details, it is encrypted and secured using SSL (Secure Socket Layer) which protects your sensitive information from getting stolen by a malicious user over the internet.