1. Can I track my order?
All orders sent from Alphaline are sent via a traceable method via Australia Post. Upon dispatch from our warehouse you will be emailed a tracking number and link to track your parcel.
2. When will my order be sent out?
Orders are dispatched between Monday - Friday 9.30am - 5.30pm AEST/AEDT. Please allow up to 72 hours from order confirmation to dispatch.
Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
3. Can I exchange an item?
We do not offer exchanges, but recommend returning your item for a credit note and purchasing your correct size. Feel free to read through our returns policy here to initiate a return.
4. Will I be charged customs and duties taxes?
International orders may incur import duties and taxes, these are payable by you, the customer.
If you are unsure whether this is applicable for your destination country we recommend you contact your local customs office for more information.
Parcels sent that have their customs and duties taxes refused will be returned to sender and refunded less delivery & cost of return to our warehouse.
5. Do you deliver to PO Boxes?
Yes, we do for most countries, but if you are unsure please contact us at firstname.lastname@example.org and we can let you know.
6. I think my order has gone missing, what do I do?
We’re sorry to hear that your order is lost, we’re here to help!
In the event of a lost parcel, please ensure before lodging an enquiry with Alphaline you have checked your delivery times and that your order is at least 2 business days past your expected delivery.
If your order is outside of its delivery time and receiving no tracking updates, please contact us at email@example.com and we will lodge an investigation for you with your elected courier service. Please note this process can take up to 2 business days to initiate and up to 7 business days to investigate thoroughly. In the event of a lost parcel by fault of the courier, we will reimburse or replace your order once an investigation has been closed.
7. I just placed my order, can I cancel it?
We aim to process orders super quickly in our warehouse so usually we cannot change orders placed. However you can contact our friendly customer service team via live chat, email or DM and we will try our best to assist you.
If we can’t assist with cancelling or changing your order in time, our returns policy is super easy (and yes we do refunds!).
8. What payments do you accept?
We accept payments from the following merchants through our secure third party Stripe gateway:
- AfterPay (AUS / NZ & UK only currently)
- Zip Pay AUS
9. How do I return my package?
At Officialphaline we are happy to offer a 30 day return policy for change of mind.
To initiate a return please email firstname.lastname@example.org with your order number, product name/colour/size and reason for return and a member of our team will be in contact with a Returns Authorisation number and Returns Form to lodge your return.
10. How do I know you received my order?
Successful orders will display a Thank You page with your order number and confirmation immediately after completing your order.
A confirmation email with your order number, invoice and details will also be sent. This should come through within an hour, but sometimes can go to your spam - so please check your junk to make sure if you haven’t received a confirmation.
If you haven’t seen or received either of these, please contact our friendly customer service team via live chat, DM or email to check your order status for you.
11. What is currency conversion?
Currency conversion means you pay and order your items in your country's native currency, which means no conversion fees!
The currencies supported via our multi-currency gateway are:
- Australian Dollar (AUD) (this is our default currency)*
- United States Dollar (USD)
- Canadian Dollar (CAD)
- Pound Sterling (GBP)
- Euro (EUR)
- Hong Kong Dollar (HKD)
- Japanese Yen (JPY)
- New Zealand Dollar (NZD)
- Singapore Dollar (SGD)
*if you don’t see your currency above, the total order amount will appear in our default currency at checkout; AUD. However, don't be alarmed as it will convert to your usual currency as it will state in your bank account. This means, you will still get charged in your usual currency after payment but will the website will state the dollar amount in AUD at checkout.
12. What should I do if I receive a faulty or incorrect item?
Sometimes mistakes do happen! In the event you have received the wrong or a faulty item, please contact our team at email@example.com with your order number for further assistance.
13. Why has my order been cancelled?
Due to the high influx of orders we receive everyday, sometimes products can sell out. In the event we are out of stock of your item, we will contact you immediately and issue a full refund.
If only part of your order has sold out, we will offer a partial refund and send the remainder of your order, or a full refund of the entire order if you wish.