Returns & Exchanges
The Alannah Hill online store is happy to offer customers a return or an exchange for items purchased online. 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. Please note: we only accept items purchased online and 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.
Important: Returns will not be accepted without a completed returns form. Please DO NOT provide any other documents aside from the returns form.
Returns are only accepted via post and not in person.
Returning via Post
The link provided below only applies to domestic customers. Please use your international postal service if you are mailing from abroad.
Please visit https://returns.auspost.com.au/alannah-hill-returns/ and follow the prompts.
Please note: You will need to enter your full 9 digit order number into both the order number and R/A number (Return authorisation number) section on the returns page.
The Alannah Hill online store is not liable for the loss of item being returned using this service. Please refer to the Australia Post website for Terms and Conditions. We recommend retaining your parcel lodgement receipt as this contains your tracking number.
Refunds are only available on full priced items and will be processed using the original tender type that the original purchase was made with. Please do not provide credit card details on the returns form. Once you have been refunded, please allow up to 48 business hours for the funds to clear in your account. Please note, refunds are not available on sale item's, ''Online Exclusives'' products or item's purchased during a promotion.
110% Online Credit: If you are returning a full priced item and would like to shop with us again, we offer a 110% online credit. This means you will receive the amount paid plus 10% to use on your next online purchase.
Sale items: Sale items, item's purchased during a promotion, online credits and gift cards are non-refundable. You will automatically be issued with an online credit valid for 3 months. ''Online Exclusives'' can be returned for an exchange or online credit. No refunds will be issued.
Faulty items: Should you receive a faulty or damaged item, please contact our customer service team on +613 8420 0388 or via firstname.lastname@example.org and they will instruct you on how to return the item.
For hygiene and health reasons, we do not accept swimwear, earrings, hosiery, and hair accessories.
If you require an exchange, please note that exchanges are subject to online availability. If your item is not available at the time of processing you will receive a refund or online credit, dependent on whether the returned item was full price or sale. We cannot pre order or hold stock. When returning shoes, shoe boxes must be intact.
Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.
In-Store Exchange: The Alannah Hill online store is happy to exchange online purchases, excluding ''Online Exclusives'' products at any boutique within 14 business days of receiving your order. David Jones concessions are unable to accept online exchanges. 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. These can only be processed by the online store.
Shipping and extra charges
You must tick the boxes on the returns form to allow us to charge shipping and exchange fees to your credit card, or instruct us to send a PayPal money request. Your exchange will only be submitted once the extra charges have been paid. PayPal money requests will be cancelled after 3 days of pending, if not accepted, and an online credit will be created.
The Alannah Hill online store will not credit customs and duties paid on your order; this must be pursued by customers within their own jurisdiction.
As the Alannah Hill online store is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.
All full price Afterpay purchases are eligible for a refund. Order's placed on sale or during a promotion are only entitled to a online credit.
No exchanges can be made on Afterpay purchases.
If you wish to return your goods, complete the online returns process as per the normal returns policy – if eligible for a refund, your initial payment will be returned in full and the remaining payments cancelled at no charge.
After Pay purchases will not be accepted in Boutiques, David Jones Concession Stores or Outlets.
When you link your Afterpay account to a debit or credit card, please be aware that standard fees and charges may be applicable. Please refer to your card issuer’s terms and conditions for full details.