Customer Service

Shipping and Delivery

Domestic Shipping

We offer Australia Post Parcel Post for $10.00, Australia Post Express Post for $14.95 and FREE Parcel Post on ALL orders $250 and over (domestic only).

Express Post

Order by 2pm (Australian Eastern Daylight Savings Time) on any business day and receive your order in 1-3 Business days (excluding weekends & public holidays)

Next Business Day delivery is available to customers located in Australian CBD and metro areas (excluding Perth & Darwin).

Delivery via Australia Post is only on business days and not on weekends or public holidays

Delivered with Safe Drop - Orders will be left in a safe place if there is no one at the delivery address to sign for the delivery. If the delivery cannot be left in safe place, a calling card will be left in your mailbox advising of the Australia Post location where you can collect your delivery

We cannot accept responsibility for delays in delivery due to unforeseen circumstances (e.g. Strikes, floods etc.)

Dispatch and Delivery Times

Orders are sourced and dispatched nationwide. Alannah Hill endeavors to dispatch all orders within 2-5 business days of receiving the order. Some items are of limited stock and may take up to 10 business days to source. Customers will be notified of any dispatch delays.

Once your order is placed, we cannot cancel or amend it as we begin sourcing/packing right away. Please allow 10 working days for delivery during sale periods.

Items may be delivered to you individually and/or separately as they are fulfilled from different locations.

All domestic orders are dispatched via Australia Parcel Post. Please note shipping times are additional to the dispatch time stated. Australia Parcel Post endevour to deliver items within 3-10 business days. For further information please refer to the Aus Post link provided;

Click & Collect T&C's

Click and Collect is a series that allows you to place an order online and then collect in store.

Click and collect is only available on Full Price items.

The below stores are the only stores offering Click and collect:

  • Chatswood Chase
  • Chapel Street
  • Chadstone
  • Doncaster
  • Emporium
  • Eastland
  • QVB
  • Perth Enex

Please note:

  • Once an order has been placed no changes can be made to the order including cancellations
  • Click and collect is only available on orders of $100 or more
  • You will receive an order confirmation once your order has been placed. Please wait until you receive an email confirming your order is ready for collection before heading into store.
  • Exchanges can be processed on click and collect orders in store.
  • Exchanges can only be processed in store.
  • Refunds can only be processed through online.
  • Please allow 48 hours for the funds to clear. Refunds will automatically go back onto the original method of payment.
  • The customer who placed the order is the only person who can collect it. Please ensure you bring your invoice into store as well as Photo ID.
  • If you order is not collected in 7 business days we will attempt to contact you. If we are unable to reach you, we reserve the right to cancel your order and process a refund.

International Shipping

Please note, that we do not ship to ALL countries and highly recommend using a business address for delivery. If your country is NOT included in the "estimate shipping and tax" drop down, then we DO NOT ship there.

For New Zealand orders we charge a flat rate of $15.

For ALL other countries we charge a flat rate of $25.

Orders are sourced and dispatched nationwide using Aus Post Express Courier International. We aim to dispatch orders within 2-5 business days after purchase. Some items are of limited stock and may take up to 10 business days to source.

Duties & Taxes

There is no GST charged on international orders.

We maintain price parity between local and offshore customers.

There are additional charges for handling of international orders.

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.

Order Tracking

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 - Australia Post Express Courier International

Delivery Address

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.

Please ensure your delivery address is correct at point of checkout as once your order is placed, we cannot cancel or amend it as we may begin sourcing/packing right away. We are not responsible for incorrectly entered information. For urgent changes please call our Customer Support Team to see if they can assist.

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.

Subscriber Database

Subscription information collected via our subscription form, in-store form, at the online checkout or by entering one of our promotions is stored in a secure cms. This is only accessed and used by Alannah Hill staff to notify our customers about our brand and products.

To remove yourself from our subscriber list, please click the "unsubscribe" link in the next email OR email us on and ask to be revmoed.

Cookies & Tracking

As you browse the Alannah Hill and other websites, online ad networks we work with may place anonymous cookies on your computer, and use similar technologies, in order to understand your interests based on your (anonymous) online activities, and thus to tailor more relevant ads to you.

If you do not wish to receive such tailored advertising, you can visit this page to opt out of most companies that engage in such advertising. (This will not prevent you from seeing ads; the ads simply will not be delivered through these targeting methods.)

Returns and Exchanges

We hope you love everything that you order from us, but if something isn’t quite right you have 14 days to return the item to us.

The Alannah Hill online store is happy to provide an online credit or exchange for any item purchased online, and for items purchased at full price we can provide a full refund, excluding shipping costs. Alternatively, f you are returning a full priced item and would like to shop with us again, we offer a 110% online credit valid for three months. This means you will receive the amount paid plus 10% to use on your next online purchase.

Unfortunately we cannot offer refunds on sale items, 'online exclusives' and items bought on promotion unless the item is faulty. We also do not accept items purchased in store.

The item(s) must be unworn, unwashed, unused, in original condition with all labels / tags attached and returned within 14 days of receiving your product. During sale periods, returns may take up to 10 days to process. Proof of online purchase/order number must be filled out on the returns form.

We do not issue exchanges or refunds on hosiery/bathers or earrings.

Please note there is NO return or 110% online credits offered on sale items/promotional items, however we are happy to exchange.

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
65 Victoria Crescent
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

In-Store Exchange: All Alannah Hill online orders are able to be exchanged instore, excluding ''Online Exclusives'' products. Customer's have 14 business days to exchange. A printed copy of the order email is required when making an exchange. Please note that The Alannah Hill boutiques can only exchange for items of the equal value or more. Boutiques are unable to issue refunds or credit notes..

If your item is faulty please contact us on (03) 9824 0388 or, 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 in Alannah Hill please refer to our sizing chart.

Sold Out items

We make every effort to keep sufficient stock of items shown on our website. Occasionally, we do sell out of products before the site can be updated. If this should happen, you will receive an email indicating that a particular item you ordered is out of stock. Any changes will be reflected on your invoice.

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.

Birthday Discount Coupons

Terms and Conditions apply. Voucher is valid for two weeks only and one time use only.
Vouchers can be used on full price items only, excluding instore and online gift cards
Voucher is not valid for use in clearance stores or in conjunction with any other offer and can only be redeemed in store with photo ID.

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.

Angora Fur Statement

Alannah Hill would like to announce that we will no longer be producing items that contain Angora Fur - effective immediately.
Even though we have been satisfied that our Angora has been harvested ethically through an independent 3rd party auditing service, we have made the decision to cease placing any further orders containing Angora Fur.
Any stock remaining in stores will remain there until sold through, however as stated, no further orders will be placed.
We appreciate and value our customer’s support on our decision to cease production of Angora Fur products effective immediately.

For any further information, please contact:
Phone: (03) 9429 0000


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 with your state in the subject title.

Contact us
Alannah Hill Head Office
61 Church St, Abbotsford,
Melbourne, VIC, 3067
All Head Office Enquiries : 03 9429 0000

Alannah Hill Customer Service

Alannah Hill Customer Support Team is open Monday to Friday: 9am to 5pm, Saturday: 9am - 5pm, Sunday 9am - 5pm

Phone: +613 8420 0388

The Alannah Hill Online Boutique welcomes any feedback or enquiries that you may have. Please feel free to email us at