ORDER AND DELIVERY

What are the shipping rates and times?

The shipping time will depend on the type of shipping method you've chosen. For more info, please see the 'Shipping Rates' section for an estimated time of deliveries and costs. However, the shipping time mentioned is just an estimation. Alphactory is not liable for unexpected delays caused by any natural disasters, political unrest, riots or any circumstances out of our control which could prevent our courier service from delivering the item on time.

Shipping Rates and Times

USUALLY, THE ITEMS GETS DISPATCHED WITHIN 24 HOURS.        

ON SPECIAL OCCASIONS OR SALE EVENTS ORDERS MIGHT TAKE UP TO 7 DAYS TO BE DISPATCHED.

DESTINATION SHIPPING METHOD COST TIME

AUSTRALIA

STANDARD SHIPPING

FREE ON ALL ORDERS

3-7 BUSINESS DAYS

AUSTRALIA

EXPRESS SHIPPING

$10 (ORDERS UNDER $120)

2-4 BUSINESS DAYS

AUSTRALIA

EXPRESS SHIPPING

FREE (ORDERS ABOVE $120)

2-4 BUSINESS DAYS

INTERNATIONAL

STANDARD SHIPPING

$10 (ORDERS UNDER $120)

7-21 BUSINESS DAYS

INTERNATIONAL

STANDARD SHIPPING

FREE (ORDERS ABOVE $120)

7-21 BUSINESS DAYS

INTERNATIONAL

EXPRESS SHIPPING

$25 (ON ANY ORDER)

2-4 BUSINESS DAYS

*All Orders are shipped using Australia Post and all the orders are tracked.
*Delivery times may rarely exceed the estimated date for any unforeseen circumstances but if it has been more than 7 days past the mentioned estimated delivery time, please get in touch with our support team as we would like to sort it out for you.
*The costs does not include custom charges as customer is responsible for paying import duties involved (if any) to their country’s customs.

What is the order processing time?

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.

Can I track my order?

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 no one is at home, how will I receive my order?

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.

Do you ship to my country?

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.

What will happen in case of placing an order with wrong shipping information and address?

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.

Can I return or exchange items bought from a sale?

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.

Can I get a refund for receiving a faulty item?

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.

Can I get a refund for receiving a non-faulty item?

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.

RETURNS AND REFUNDS

PAYMENTS AND GIFT CARDS

 

How to purchase 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.

How do I use my Gift Card?

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

For how long is my Gift Card valid?

Our gift cards have no expiry dates!

Do I have to use the full amount in one order?

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

Can I use a Gift Card during an Outlet/Sale?

Yes! Of course you can.

Can I buy a Gift Card for someone else?

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

What are my payment options?

Our payment options are listed below:

Visa, Visa Debit, MasterCard and American Express

We also accept payment via Afterpay and PayPal for Australian and NZ customers.

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

What is Currency conversion?

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.

Is the payment process secured?

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.