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DELIVERY & RETURNS

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 endeavours 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 endeavour to deliver items within 3-10 business days. For further information please refer to the Aus Post link provided: http://auspost.com.au/track/track.html

Order Tracking

To track your orders please login to your account or check your shipping email and visit the tracking link made available to you.

Delivery Address

Alannah Hill Online recommends customers provide a secure delivery address, for example your place of employment. Alannah Hill Online is not responsible for lost/stolen parcels.

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

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.

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 tracking link made available to you.

Delivery Address

Alannah Hill Online recommends customers provide a secure delivery address, for example your place of employment. Alannah Hill Online is not responsible for lost/stolen parcels.

December Extended Returns Policy: all purchases made in-store & online between 1st December 2018 the 24th December 2018 have until the 7th of January 2019 to return/exchange. Regular returns and exchange policies still apply.

Guaranteed Delivery before Christmas: order before the 18th December 2018 to guarantee delivery before Christmas. Applies to Australian orders only.

Free Returns Throughout December: we are offering free returns on all Australian online orders made from 1st December 2018, for a limited time only.

Alannah Hill Online Returns Policy

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

Full-priced items: can be returned for an online credit (valid 3 months), an exchange where product is available or a full refund of the item(s) excluding shipping costs.

Sale & promotional items: can be returned for an online credit (valid 3 months) or an exchange where product is available.

Outlet items: can be returned for an online credit (valid 3 months) or an exchange where product is available.

Afterpay items can be returned for an online credit (valid 3 months) or a refund if full price. Afterpay purchases cannot be exchanged.

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. For hygiene and health reasons, we do not accept swimwear, earrings, hosiery, and hair accessories, unless the item is faulty. During sale periods, returns may take up to 10 business 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. Returns are only accepted via post and not in person.

Faulty Items' Policy:

Should you receive a faulty or damaged item, please contact our customer service team on +613 8420 0388 or via contactus@alannahhill.com.au and we will instruct you on how to return the item.

Domestic Returns

We have partnered with AusPost to make your Alannah Hill online return easier.

Please visit https://returns.auspost.com.au/alannah-hill-returns/ and follow the prompts. The link provided below only applies to domestic customers. Please use your international postal service if you are mailing from abroad.

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 an item/s 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.

If you would like to organise your own return postage satchel please address to:

Alannah Hill Online Returns

65 Victoria Crescent

Abbotsford 3067

Victoria, Australia

Alannah Hill online do not accept postal returns on items purchased in store.

International Returns

Using your nominated delivery service, please address your Alannah Hill online return to:

Alannah Hill Online Returns

65 Victoria Crescent

Abbotsford 3067

Victoria, Australia

Important: Returns will not be accepted without a completed returns form. Please DO NOT provide any other documents aside from the returns form.

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.

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.

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. 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.

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.

International Returns

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. Orders placed on sale or during a promotion are only entitled to an 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 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.

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

We are not required to provide a refund if you change your mind. However, on sale items we will happily offer you an exchange within 14 days with proof of purchase. Items sold at regular retail price that are unwashed, unworn and unused in their original condition may be returned within 14 days with proof of purchase for an exchange. For health reasons, there are no returns or exchanges on the purchase of bathers or earrings unless exhibiting a genuine manufacturing fault.

Alannah Hill Online: Items purchased through Alannah Hill Online can be exchanged in store within 14 days of purchase with proof of purchase. However, we cannot process refunds or offer credit notes for Alannah Hill Online purchases in store.

ZipPay Purchases: Purchases made in store using ZipPay can be exchanged or refunded within 14 days of purchase and with proof of purchase according to the guidelines set above for full price, sale items, promotional items, and faulty items.

Afterpay Purchases: Purchases made through Alannah Hill Online using Afterpay cannot be exchanged or refunded in-store. If you wish to return an online purchase made using Afterpay, please follow the return instructions provided under the 'Afterpay Online Returns' tab above.

Faulty Item's Instore Policy

Should you find the item you purchased is faulty, please return it to the nearest store and we will provide an exchange or refund provided the item is returned within a reasonable time with proof of purchase.

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