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Returns Policy

At Alamour, we want you to feel and look amazing at your next event. As such, we offer returns and exchanges in the form of a store credit only to ensure you can find the perfect style for your special occasion.  

We understand that finding the right size can be difficult as such we have a customer service team here to help you. We recommend contacting our customer service team for assistance before making a purchase if you are unsure of your size or displayed colour.

We offer a store credit policy only if your item is returned to us within 30 days from delivery. This remedy also applies to the following: -
  1. If you experience issues with sizing and fit.
  2. If you believe the quality is not up to your standards.
  3. If you have changed your mind.
  4. If your event has been cancelled.


A store credit is a coupon code which can be used exclusively on www.alamourthelabel.com only. ** Please Note: If your order attracted Duties & Taxes at the time of delivery, this will be required to be paid again to Customs on the exchange shipment. It will be the customers responsibility to recoup any paid Duties & Taxes on the original order (This will depend on the recovery rules set by Customs in your destination country).


RETURN CONDITIONS & GUIDELINES +

A store credit will be issued for all eligible returned items.

Any items being returned must arrive back to our warehouse within 30 days of receiving your item.

All return shipping costs are at the expense and the responsibility of the customer.

Items must be returned new, unused, and with all labels and garment tags still attached.

Returns that are damaged, stained, washed or altered will not be accepted and will be sent back to the customer, at the expense of the customer.

Returns will not be approved for samples, paid packaging (e.g., care bags/gift boxes), socks, earrings, hair accessories, tanning products, bodysuits and undergarments/intimates for hygienic reasons.

When returning shoes, ensure that the shoe box, dust bag, plastic inserts, plastic sole protectors and packaging are returned in an undamaged and unused condition. It is recommended you try on shoes on a carpeted surface to avoid scratches/ damage on the soles.

Gift cards are non-returnable and non-refundable.

Glitter gowns are made with a delicate technique of applying the glitter to the mesh. Hence, if you have purchased a glitter gown from Alamour the Label, glitter fall-out is completely normal and to be expected. This will not be treated as a fault as this feature is advertised within the product description.

The color of the dresses displayed on the website may vary on different screens when compared to the original product.

External factors such as lighting and flash photography may also affect the true color of some dresses, hence why we strive to accurately identify the color of the garment within the product title or product page. If you are still unsure, please get in touch with customer care. A refund for this reason will not be accepted.

RETURNS PROCESS +

To return one or more items from your order, please follow the below-mentioned procedure, relative to your country/region:

 

  1. Visit our returns portal here to initiate a returns request. Enter your order number and email address.
  1. Select the item/s you wish to return and the reason for your return, along with photos if applicable.
  1. Select your preferred method of return from the below. As per the Returns Policy, all return shipping costs are at the expense and the responsibility of the customer;

RETURN YOUR ITEM PRIVATELY WITH A COURIER OF YOUR CHOICE +

    • 1. To be environmentally conscious, please re-use the bag in which you received the item. Simply use the second strip on the flap to re-seal the bag or use strong sticky tape. You can request packaging from your preferred shipping carrier if the original packaging is not available.

 

    • 2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair & unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.

 

    • 3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.

 

    • 4. Please write your RMA# number on the outside of the returning parcel as this will confirm your order has been approved by our returns team & link your returned item to an order.

 

    • 5. Go to your local post office, or another courier, to ship the package. The return address will be provided to you upon approval of your return.

 

    • 6. Once you have physically returned your item(s), please provide us with the return tracking number. You can log back into the returns center at the footer of the website to add tracking once obtained or email this to our customer care team.

 

    • 7. You will receive an email as soon as we received your items and provide you with the store credit to use for your exchange/ new purchase.

OR

PURCHASE YOUR RETURN SHIPPING LABEL FROM US (LABEL PROVIDED ON APPROVAL) +


Please select your designated country from the below options for more information; +


AUSTRALIA +



    • Payment for the return label will be collected when you submit your return request. A Flat fee of $15.00 AUD will apply for a Regular Australia Post label.
      **Please ensure that your email and shipping address match that of your order.**

    • 1. To be environmentally conscious, please re-use the bag in which you received the item. Simply use the second strip on the flap to re-seal the bag or use strong sticky tape.

 


    • 2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair & unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.

 

    • 3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.

 

    • 4. Download and print the returns label from the bottom of this email. Once it has been printed, you will need to affix this return label to your satchel.

 

    • 5. Go to your local Australia Post office, or a Street Post Box to drop off your package.

 

    • 6. You will receive an email as soon as we received your items and provide you with the store credit to use for your exchange/ new purchase.

 

USA +

 

      • IF YOUR RETURN CONSISTS OF ITEMS ABOVE 2 KGS, YOU MAY BE SUBJECT TO PAY ADDITIONAL SHIPPING FEES.

    • Payment for the return label will be collected when you submit your return request. A flat fee of $70.00 USD will apply for a Premium DHL Express label.
      **Please ensure that your email and shipping address match that of your order.**

    • 1. To be environmentally conscious, please re-use the bag in which you received the item. Simply use the second strip on the flap to re-seal the bag or use strong sticky tape. Otherwise you may use the new satchel provided in your parcel. Please only use satchels/bags. DO NOT RETURN YOUR ITEM/S IN A BOX AS YOUR RETURN MAY BE REJECTED OR YOU MAY INCUR ADDITIONAL FEES. BY USING OUR PRIVATE RETURN LABEL SERVICE YOU AGREE TO THESE TERMS AND CONDITIONS.

 

    • 2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair & unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.

 

    • 3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.

 

    • 4. Download and print the returns label and affix it securely to the outside of the package. Hand the commercial invoice to the courier.

 

    • 5. Take it to an authorized drop-off location. Go to https://locator.dhl.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points. The return address will be provided to you upon approval of your return.

 

    • 6. If you would rather schedule a pickup by a DHL courier, follow the instructions here.

 

    • 7. You will receive an email as soon as we received your items and provide you with the store credit to use for your exchange/ new purchase.

 

NEW ZEALAND +

 

      • IF YOUR RETURN CONSISTS OF ITEMS ABOVE 2 KGS, YOU MAY BE SUBJECT TO PAY ADDITIONAL SHIPPING FEES.

    • Payment for the return label will be collected when you submit your return request.
      A flat fee of $60.00 AUD will apply for a Premium DHL Express label.
      A flat fee of $35.00 NZD will apply for an Australia Post Standard label.
      **Please ensure that your email and shipping address match that of your order.**

    • 1. To be environmentally conscious, please re-use the bag in which you received the item. Simply use the second strip on the flap to re-seal the bag or use strong sticky tape. Otherwise you may use the new satchel provided in your parcel. Please only use satchels/bags. DO NOT RETURN YOUR ITEM/S IN A BOX AS YOUR RETURN MAY BE REJECTED OR YOU MAY INCUR ADDITIONAL FEES. BY USING OUR PRIVATE RETURN LABEL SERVICE YOU AGREE TO THESE TERMS AND CONDITIONS.

 

    • 2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair & unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.

 

    • 3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.

 

    • 4. Download and print the returns label and affix it securely to the outside of the package. Hand the commercial invoice to the courier.

 

    • 5. Take it to an authorized drop-off location. Go to https://locator.dhl.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points. The return address will be provided to you upon approval of your return.

 

    • 6. If you would rather schedule a pickup by a DHL courier, follow the instructions here.

 

    • 7. You will receive an email as soon as we received your items and provide you with the store credit to use for your exchange/ new purchase.

 

REST OF THE WORLD +

 

      • IF YOUR RETURN CONSISTS OF ITEMS ABOVE 2 KGS, YOU MAY BE SUBJECT TO PAY ADDITIONAL SHIPPING FEES.

    • Payment for the return label will be collected when you submit your return request.
      A flat fee of $100.00 AUD will apply for a Premium DHL Express label. If your country cannot be serviced we will contact you via email.
      **Please ensure that your email and shipping address match that of your order**

    • 1. To be environmentally conscious, please re-use the bag in which you received the item. Simply use the second strip on the flap to re-seal the bag or use strong sticky tape. Otherwise you may use the new satchel provided in your parcel. Please only use satchels/bags. DO NOT RETURN YOUR ITEM/S IN A BOX AS YOUR RETURN MAY BE REJECTED OR YOU MAY INCUR ADDITIONAL FEES. BY USING OUR PRIVATE RETURN LABEL SERVICE YOU AGREE TO THESE TERMS AND CONDITIONS.

 

    • 2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair & unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.

 

    • 3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.

 

    • 4. Download and print the returns label and affix it securely to the outside of the package. Hand the commercial invoice to the courier.

 

    • 5. Take it to an authorized drop-off location. Go to https://locator.dhl.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points. The return address will be provided to you upon approval of your return.

 

    • 6. If you would rather schedule a pickup by a DHL courier, follow the instructions here.

 

    • 7. You will receive an email as soon as we received your items and provide you with the store credit to use for your exchange/ new purchase.

 

To return one or more items from your order, please follow the below-mentioned procedure:

  1. Visit our returns portal here to initiate a returns authorisation. Enter your order number and email address.
  1. Select the item/s you wish to return and the reason for your return, along with photos if applicable.
  1. Select your preferred method of return from the below. As per the Returns Policy, all return shipping costs are at the expense and the responsibility of the customer;
  • ‘Ship with any carrier of your choice paid directly to carrier provider’ – You will then make your own arrangements to return the parcel back to us.
  • ‘Ship with a returns label’ – You will pay a fee for us to generate your return label, then simply drop it off at a designated drop-off point.
  1. Make sure all products you wish to return, and the confirmation of purchase are included in the package, the original packaging or equally robust packaging. Attach the return label to the outside of the parcel, ensuring the RMA number is visible on the parcel too.
  1. Drop off the package at a designated drop-off location or contact DHL to schedule a pickup (Non-Australian Customers Only). If you are based in:
  • Australia: Find your nearest Australia Post office here to drop off your package.
  • USA & Rest of The World: Contact DHL or follow the instructions here to schedule a pickup, or find an authorized drop-off location here.

We recommend that you keep an eye on the tracking that is found on the return label, so that you can monitor the shipment of your package.

Any issue caused during the return journey of your item/s by the use of a private courier or a return label provided by Alamour the Label, will not be the responsibility of Alamour The Label. It is recommended that insurance be purchased with the return shipment in the event of loss, theft and/or damage to your return parcel. Please contact our customer care team directly to arrange payment for shipping insurance if you purchase a return label through us.

Your return may take up to 3 business days to be handled by our returns team. You will receive a confirmation email once complete.

STORE CREDIT +

Store credit can only be used online at our website, www.alamourthelabel.com. However, if you cannot find something that you love, the store credit can be transferred across to our sister website (upon request) www.anofficial.com.

Store credits:

  • Cannot be transferred to another person or account.
  • May not be purchased.
  • Is issued as a refund method when a previously purchased item has been returned.
  • Any purchase amounts that exceed the value of the store credit will require additional payment for the remaining balance due.
  • Is valid for 12 months from the date of issue.
  • Is provided in Australian Dollars.
  • All issued store credits will incur a shipping fee. If free shipping was provided on the first order, the second is not eligible for free shipping.
  • Store credit must be used in full on the next purchase. The store credit will not apply if the cart value is under the store credit amount. Please contact customer care here to enquire about splitting your credit balance.

EXCHANGE SERVICE +

In the event that you opt for a ‘Speedy Exchange’, a processing fee as well as any physical shipping fee paid by Alamour to ship and/or return the item will be withheld from your refund total. These fees will be calculated and quoted on a case-by-case basis upon arrangement of your speedy exchange.

For more information regarding the Speedy Exchange process, please contact our customer care team here.

FAULTS & WARRANTIES +

We care about your purchase. Hence why all products purchased from us are individually inspected by experienced quality control specialists under camera supervision prior to your item/s being shipped. All orders will be accompanied by a ‘Garment Quality Check-List’. Further to this, your item/s are double-checked before it is finally wrapped and packaged by the designated shipping team.

In the event of an unexpected fault, Alamour is happy to provide a replacement or repair at no extra cost to the customer upon approval (within reason).

For all faulty claims, immediately lodge a return request and attach clear photos of the claimed faults on the product along with the ‘Garment Quality Check-List’ which was provided with your order.

Depending on the claim, any faults caused during the course of wearing the item/s may be void, all joint and moving parts are checked and tested prior to shipment.