- Shipping and Delivery
We offer free Standard shipping on all domestic orders $100 and over. All orders totalling $250 and above will receive complimentary Express post delivery. The Express post option is available on orders below $250 for a flat rate of $10.
Dispatch and Delivery Times
Orders are dispatched from Melbourne - any limited sale/promotional stock may be sourced and shipped from our boutiques nationwide too. We aim to dispatch orders within 3-4 business days after purchase. Some items are of limited stock and may take up to 10 business days to source. Customers will be notified of any dispatch delays.
After dispatch, Standard delivery to metropolitan areas will usually arrive within 2 business days and between 2 to 5 business days for regional areas. Express shipping to metropolitan* areas will usually arrive within 1 business day of dispatch. *Please refer to the Australia Post website for further information regarding delivery times.
Please note, we do not ship to the following countries: Ghana, Malaysia, Nigeria, Pakistan and South Africa.
For international orders below $250,we charge a flat rate of $25 and ship via DHL. All international orders totalling $250 and above will receive complimentary DHL delivery.
All orders are dispatched from Melbourne. We aim to dispatch orders within 3-4 business days after purchase. Some items are of limited stock and may take up to 10 business days to source.
All products are sold on a Delivery Duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on receipt. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing any orders for international shipping. Please note that many countries have specific import restrictions on certain products or materials and it is the responsibility of customers to check local customs regulations before placing an order for shipping outside Australia. Factory X Pty. Ltd. does not offer any assistance in this process.
Gift Wrapping Service
We now offer a gift wrapping service for a flat rate of $10 per order.* The gift wrapping option is available when you checkout and allows you to enter a from name, recipient name and a custom message.
So feel free to ship your order directly to that special someone and we will attach the card.
* Please note that if the gift wrapping option has been selected, the entire order will be wrapped and not each individual item. Partial gift wrapping of orders is not currently available.
To track your orders please login to your account or check your shipping email and visit the website of the corresponding courier below.
Domestic - Australia Post International - DHL
Alannah Hill Online recommends customers provide a secure delivery address, for example your place of employment as we are not responsible for lost or stolen parcels.
- Privacy and Security
Alannah Hill online recognise and agree that the privacy of all personal information is important to individuals. All personal information collected to process and fulfill your order is to be minimal, private, correct, safe and most importantly in the control of the individual. We do not share any credit card information with any third parties, other than for the purpose of processing payments for the product you have ordered. We will only ask for and use relevant personal information necessary to conduct our business. All information collected for Alannah Hill is for the sole purpose and use of Alannah Hill.
- Returns and Exchanges
The Alannah Hill online store is happy to offer customers a return/ exchange or a 110% Online credit for items purchased online. Returns or exchanges are accepted on goods within 15 business days from the date the item was received. Items must be in original condition and all tags must remain in place.We do not issue exchanges or refunds on hosiery/bathers or earrings.
If you wish to return/ exchange or receive a 110% Online credit please choose from the three options below.
Please note there is NO return or 110% online credits offered on Sale items/promotional items, however we are happy to exchange.Found something you love, but it’s not quite right. Select 110% Online credit as your return option and we’ll send you an Online credit voucher via email for 100% of your original purchase, plus a bonus 10% to use on your next purchase. A 110% online credit can only be issued for full price orders and they must be returned within 15 business days of receiving the product. 110% online credits are valid for three months.
Return by post
All deliveries will come with an Online Store Returns Form. This must be completed and sent back with your return, along with your receipt to:Alannah Hill Online Returns/Exchanges
61 Church Street
Abbotsford VIC 3067
Once the item/s have been received and reviewed, you will receive either your new items (for exchange), a refund for the cost of the purchase (excluding original shipping cost) or a 110% Online credit. (this will be emailed through to your email) Refunds will be issued directly to the credit card used for the purchase. Email notification will be sent once the return has been processed.
Return to Boutiques
Alannah Hill is happy to exchange online purchases for ‘change of mind’ reasons at any Boutique within 15 business days of purchase. The online purchase receipt is required when making the exchange. Please note that Alannah Hill boutiques can only exchange items purchased online. Boutiques are unable to issue refunds. These can only be processed by the online store.
If your item is faulty please contact us on (03) 9824 0388 or email@example.com, and we will send an express post satchel for you to return the faulty item. Once the item has been received we will happily issue you with a full refund.
- Colours and Sizes
Please note that colours may vary slightly from those displayed by your monitor.
If you need help establishing what size you are at Alannah Hill please refer to our sizing chart.
- Sold Out items
If an item you have ordered is out of stock online, we will attempt to locate your item at a Boutique and dispatch to you as soon as the item becomes available. We will notify you if the item has sold out across all stores.
If a specific size or colour is not listed it is currently out of stock or sold out.
- Product Care
Alannah Hill uses only the highest quality fabrics. However, due to their delicate nature, garment care instructions must be followed. Garments particularly intricate or delicate, may have special dry-cleaning requirements. We recommend you use only a trusted and reputable dry-cleaner.
Please note beads and sequins may also be lost or damaged if worn in conditions where continual rubbing occurs. Treat your Alannah Hill pieces with care and love!
We recommend spraying footwear with the appropriate protector before wear.
Don’t forget to check the top pieces on your heels regularly. They should not be allowed to wear down and should be replaced regularly.
- Gift/Discount Codes
Please not that the following conditions apply to discount codes:
1. Only one discount code can be used per transaction.
2. Some discount codes DO NOT apply to sale items and will be excluded from the discount total at checkout.
3. Some discount codes such as the birthday gift code will expire after two weeks.
If you have a current gift card with available credit and would like to redeem this credit online, then please contact our customer support team who can transfer the amount to an online discount code.
- Pre-order Items
These are items that have not arrived at our warehouse, but are on the way and are available for you to purchase now.
We will post the item(s) to you as soon as it arrives and when possible, we will advise you of the estimated delivery date.
If you are passionate about fashion, love giving exceptional customer service and have an amazing styling ability then we would love to hear from you. Our success is built on the energy and talent of our staff.
If you are interested in joining the Alannah Hill Retail Team click here to see positions available.
Or email your CV to firstname.lastname@example.org with your state in the subject title.
- Contact us
Alannah Hill Head Office
61 Church St, Abbotsford,
Melbourne, VIC, 3067
Alannah Hill Customer Support Team is open Monday to Friday: 9am to 10pm, Saturday: 10am - 5pm & Sunday: 11am - 5pm
Phone: (03) 8420 0388
The Alannah Hill Online Boutique welcomes any feedback or enquiries that you may have. Please feel free to email us at email@example.com