Help

How can I prioritise the processing time for my order?
You must select & pay for the ‘Priority Processing’ option at the Cart page. This upgrade will bump your order to the top of the order processing queue. This will allow you to skip the 2-day processing time and have your order shipped within 1 business day (AEST) guaranteed*.

We offer free Priority Processing when you purchase our DHL Express shipping method on your order. **Business Day excludes weekends and public holidays that apply to QLD, Australia.

Are processing times different to shipping times?
Yes. Once your order has been packed and processed in the queue it then awaits to be shipped; delivery times then apply.

Please visit the Shipping & Delivery Times page for our available shipping methods & delivery times for your countries destination. You can find this page at the footer of the website. 

I need to change something on my order, how can I do this?
Yes, we can amend your order prior to having the order fulfilled and shipped. Please contact our customer care team as soon as possible, to ensure we have the change actioned.  

When will you ship my order?
Orders are processed and shipped Monday to Friday between 8:00am & 4:00pm AEST, excluding weekends and public holidays. If an order is placed after 11:00am AEST, it will be processed and dispatched the next business day.

During busy periods, processing times may take up to 3 business days. If your order is urgent, we suggest purchasing our Priority Processing option during checkout. 

Why was my order/ items within my order cancelled & refunded
Due to incorrect inventory levels, the item/s you ordered may become out of stock and no longer available, we promise these cases are rare. Our customer care team will attempt to contact you immediately – so we can offer an alternative style/size or refund the item/s or order. 

Can I cancel my order?
All eligible orders can be cancelled for a store credit prior to the order being shipped. However, once your order is shipped, normal return & online store policies and procedures apply.

What does shipped/ dispatched/ fulfilled mean?

These 3 words have the same meaning. If you see either of these words on our website or by our customer care agents, it simply means your order has been shipped and it is on its way to you.

How do I know my order has been fulfilled/shipped?
Once your order is dispatched, an automatically generated email from our shipping carrier is sent to your email address containing the tracking information for your parcel. Furthermore, you will also receive a fulfilment email from our online store confirming the shipment of your order.

I didn't receive my order confirmation email?
Please ensure to check your junk/ spam folders in case our emails are not successfully being delivered to your inbox. Or, you may have misspelled your email address during the checkout process - if this is the case, please contact us to correct this.

What is the verification process for?
Occasionally orders purchased with a credit or debit card are flagged by our fraud analysis tool as medium or high risk based on location or payment characteristics. Our team will require the authorisation of the cardholder before dispatching the order to ensure the purchase is not fraudulent.  

You are responsible to act accordingly and reply promptly to all post-order verification requests. Alamour The Label will not be held responsible for any delays made by us or you (the customer) due to fraud-preventative measures.

Delays caused due to our 'verification request' email

You are responsible to act accordingly and reply promptly to all post-order verification requests (if applicable). Alamour The Label will not be held responsible for any delays made by us or you (the customer) due to fraud-preventative measures and/or address checks. Please ensure to routinely check your Spam/Junk folders in case these emails were not successfully delivered to your inbox.

How do you know what order/s to verify? & when do you conduct these checks?

Our 'Fraud Analysis' tools and special manual-verification training enables our verifications team to know what appears suspicious. It is only carried out when a risk appears.

What advantage does this do for me (the customer)?

Someone may have stolen your payment details to place an order on our website. So, our verifications team at Alamour strives to minimise any risk of potential fraud from occurring by ensuring the payment is verified. We play our part to ensure all orders are legitimate.

Why did I receive an email to verify my order? Or to confirm my shipping address? Your order may be subject to a routine verification process and/or address-checks. In the event these post-order checks are initiated to you via email (soon after placing your order); your response is required before your order can be fulfilled.

Why do you need to do this when my payment was made successfully?
These checks are a duty of care which we owe our customers to ensure our website is fraud-free and safe for us & our customers.

What if my address is incorrect?
You will need to contact our customer care team as soon as possible to amend your address before dispatch. If you provide an incomplete address, you will be contacted for the correct shipping address before we can dispatch your order.

We suggest monitoring your email inbox to ensure there are no delays with processing your order in a timely manner.

1. Do you ship internationally?

Yes, we ship to most countries worldwide. Free shipping is available when a minimum spend requirement is met. At checkout, you’ll see all available delivery options and rates for your country.

2. What are the delivery options for Australia?

Express Shipping (1–2 business days) – Free on orders over $400 AUD & Over.

Same Day Delivery – Available within 50 km of Brisbane CBD. Rates and availability are displayed at checkout.

All Australian orders are shipped from postcode 4102 – Woolloongabba, QLD, or 2021 - Paddington, NSW.

Note: Your postcode must fall within the Aus Post Express Network for express times to apply.

3. Do you have physical store locations?

Yes!

• Sydney Boutique: 255C Oxford Street, Paddington NSW – open to the public, no appointment required.
  
• Brisbane Showroom: Try-on appointments available by booking Here

4. What are the delivery options for the United States?

DHL Express (2–4 business days) + Free Priority Processing.

5. What are the delivery options for New Zealand?

DHL Express (1–3 business days) + Priority Processing.

Free Express Shipping on orders over $400 AUD (3–5 business days).

6. What are the delivery options for Canada?

DHL Express (3–5 business days) + Priority Processing.

Free Express Shipping on orders over $400 AUD (5–10 business days).

7. What are the delivery options for the United Kingdom?

DHL Express (3–5 business days) + Priority Processing.

Free Express Shipping on orders over $400 AUD (5–10 business days).

8. What are the delivery options for the United Arab Emirates?

DHL Express (3–5 business days) + Priority Processing.

Free Express Shipping on orders over AED 1,000 (5–10 business days).

9. What about other countries?

We ship worldwide. Free Express Shipping applies to most countries in Europe, Asia, South America, and the Middle East on orders over $400 AUD. Otherwise, a small shipping fee will apply. Exact options are shown at checkout.

10. How does Same Day Delivery in Brisbane work?

Available for addresses within 50 km of Woolloongabba, QLD.

• Orders placed before 12 pm AEST are delivered same day (usually within 4 hours).
• Live tracking with estimated delivery time is provided.
• Physical address only (no PO Boxes or Parcel Lockers).
• If no one is home, parcels may be left in a safe place or returned — re-shipping fees may apply.

11. What is Priority Processing?

Priority Processing ensures your order is dispatched within 1 business day for $14.95 AUD.

This service is complimentary for all DHL Express orders.

Available for in-stock items only.

12. Do you ship to PO BOX or Military addresses?

Yes, we can. We can ship to any address in the world. As long as your details are full & correct.

13. What is Transit Insurance and should I add it?

Transit Insurance protects your parcel against loss or damage during shipment.

You can add this service at checkout for a small fee.

If you do not purchase transit insurance, Alamour The Label will not be liable for any loss or damage once the parcel leaves our warehouse.

Note: If you authorise your parcel to be left without signature, any purchased insurance will be void.

Do I have to pay additional import fees into my country?

Please note, duties & taxes are not collected at checkout. These will be payable to your local customs authority upon delivery of your order.

For your convenience, you can visit this duties and taxes calculator to estimate any additional costs relating to your purchase. These Import Duties & Taxes are unavoidable and are enforced by your country’s border protection laws.

What if I choose not to pay the requested import fees in my country?

If you choose not to pay the applicable import duties & taxes, DHL Express/ other used courier will classify the parcel as 'rejected' and return it to the sender. Please note that this process incurs additional charges, which Alamour will be required to pass on to you. We strongly recommend not rejecting a parcel due to duties & taxes, as it may lead to further delays and costs on you (as the customer).

As a customer outside of Australia, how do I determine the additional tax & duties fees (if any)?

All other countries must refer back to their import threshold amounts and how much duties/taxes may apply. A guide for each country is provided here. For your convenience, you can also visit this duties and taxes calculator to estimate these additional costs relating to your purchase (if applicable).

If I live in Australia, am I subject to pay any additional Duties/ Taxes on my purchase?

No. As Alamour The Label is based in Australia; our Australian customers WILL NOT attract any Customs Duties or additional Taxes. You only pay what you see at checkout.

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.

- Any paid shipping costs and/or duties & taxes are not refundable or reimbursed. Restocking fees may apply on all return for refund orders.

 - Items must be returned new, unused, and with all labels, garment tags & security ribbon (if applicable) still attached to permit a successful return.

- 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 permitted for final sale items, samples, custom made garments, 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.

How long does it take to process my return request? All return requests will be actioned within 3 business days from the date of lodgement.

You will be required to organise the return your items using a courier of your choice. We will provide our return address once your return request has been approved.

What if I need a new exchange urgently? If you need an exchange item urgently and cannot wait until we issue a store credit as per our returns process – you can opt for our Instant Exchange process. 

Once you have initiated a return for your item, our customer care team will advise you to place a brand new order for the exchange item you require so that it is shipped to you immediately. Once we receive your original returned item in perfect condition – we can then process a refund for the item/s amount minus a shipping and processing fee. 

To prevent delays in the exchange process, we advise against adding discount codes to your new instant exchange order as they are not applicable on exchanges. If a discount code is used, your order will be refunded and you'll need to place a new order, which will slow down the process.  

If you receive free shipping on the exchange order – the new shipping fee will be removed from the total refund amount.  (Free shipping is only eligible on your first order.)

Where do I return my item? Once you have lodged your 'Return Request', our returns team will review your request. Once approved, you will receive emails containing the return shipping address & further instructions on how to return your item: https://www.alamourthelabel.com/pages/returns-policy

How long does it take to receive a response regarding my return request lodgement? All return requests will be actioned within 3 business days from date of lodgement. Additionally upon approval, all returns will be processed within 3 business days of physically receiving your item. In total, please allow 5 business days at most for your return to be fully finalised.

How do I return my item? Visit our Returns Portal here, or through the 'Return My Purchase' link under the Customer Care dropdown in the footer of the website. 

Can I return or exchange final sale or sample items?
No, our final sale and sample items cannot be returned or exchanged.

Can I exchange my item?
We can process an exchange in the form of a store credit only. You can then use the store credit to purchase your new exchange item.

What if my item is faulty?

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.

However, In the event of a fault missed by our quality control team, Alamour is happy to provide a replacement or repair at no extra cost to the customer (upon approval of claim).

Why is my store credit not working?

A store credit may not apply at checkout for any of the following reasons:

1. You have entered unnecessary spaces, unaware of actually doing this. Backspace before the code and delete any entered spaces after the code.

2. Your store credit is not equal to or more than your store credit amount. We recommend adding extra items to your cart; or we can separate your store credit into two amounts.

 
3. You have entered other symbols/characters within the code. Ensure that only letters and numbers are entered. Nothing else. Your store credit is not equal to or more than your store credit amount. 

4. The email on the order is not the same as the email associated with your store credit. 

5. Your code may have expired. Contact us, so we can further assist.

My order has been returned – how long does it take to receive my store credit? Once your return has reached our warehouse, please allow up to 5 business days for our returns team to process your return and issue a store credit.

My discount code isn't working? Why? This could be due to any of the following reasons:

1. You have entered unecessary spaces, unaware of actually doing this. Backspace before the code and delete any entered spaces after the code.
2. You have entered other symbols/characters within the code. Ensure that only letters and numbers are entered. Nothing else.
3. Your code may have expired. Contact us, so we can further assist.

How do I use my store credit? Simply enter your unique store credit within the ‘Gift card or Discount Code’ field upon checkout. This will apply the discounted amount from your total.

How do I receive my store credit? You will receive your store credit (in the form of a unique coupon code issued to you by our returns team) when your returning item is in our physical possession and has been physically inspected and met our returning conditions.

What is a store credit? A store credit is an amount owed to you from us. For example, when you return an item to us, we return your money paid for the item in the form of a store credit.

Store credits are valid for 12 months from the date of issue and can only be used towards items - shipping costs are not included.

How is my store credit issued? Your store credit will be issued in the form of a code that will be emailed to you. Please check your email you provided us with including your spam / junk mail.

I am unsure about what size to choose.
The best way to recommend the correct size is to provide your bust, waist and hip measurements, we recommend having these done by a professional so that they are accurate. Our sizing guide provides a reference on sizing using body measurements and international size conversions.

Different fabrics will have different stretch and products may vary in sizing, this information can be found under ‘Fabric Content’ on every product page. We also add in the model’s measurements and height for reference.

We recommend contacting our customer care team prior to placing an order so that we can assist in suggesting a size that’s perfect for you.

Do you cater for petite sizing?
Most of our gowns are suitable for 5’4 & over, however, we have a range of floor length and midi dresses that can cater to shorter heights if preferred.  

Can I alter my gown design or create a custom gown?
Yes you can ! Our Made-to-Order range of styles can be customised to suit your personal style! We can alter existing styles by changing the neckline or back, changing the colour, adding additional length and more.

Our sister website A&N Luxe Label can cater for customisation requests too.

We can also create a custom design as a one-off piece suited exactly for your event. Simply contact our customer care team with your design idea and we will be able to provide you with your unique purchase link. Please note; all custom designs are strictly non-returnable.

What does Pre-order Mean?
Pre-order means that an item is not currently in stock and is yet to due to arrive to our warehouse. All pre-order garments will have an ‘estimated shipment date’ on the product page.

Are pre-order delivery dates guaranteed?
Pre-order dates are not guaranteed and delays may occur. Due to limited flights and customs holds courier delays may occur. As such, these dates are estimates only and are based on the current situation. Please take this into consideration when buying for your event. We recommend placing an order for a pre-order item at least 1 month after the estimated shipment date advertised on the product page to account for such delays.

How do I place an order for a pre-order item? You will proceed through the check out as usual & make full payment when making a Pre-Order. Your order will only be shipped upon arrival of the ordered Pre-Order item/s, which is as per the date suggested on the 'Product Page' or 'Product Title' at time of order placement.

What are the benefits of purchasing a pre-order item? The benefit of purchasing a pre-order item is that you will secure your size without risking the item becoming sold out shortly after we list it online. Demand can be very high on certain items & frequently they can sell out completely via Pre-Order before they physically arrive in stock.

When should I purchase a pre-order item? We only recommend placing an order for a pre-order item when your event (where you intend to wear your pre-order gown) is held at least 1 month after the estimated pre-order delivery date advertised on the product page.

What if I don't need the pre-order gown any more? In an event where the occasion dress is not required due to any unforeseen circumstances either by yourself or Alamour, cancellation of the Pre-Order may be permitted and a store credit will be issued as per our online store policies.

My pre-order won't arrive in time, can I cancel & refund my order?
If you wish to cancel your pre-order we are happy to cancel the order for a full store credit which is valid for 12 months. Alternatively, we can exchange it to an in-stock item that can be shipped immediately, if your event date is sooner.

What is a Made-to-Order Item?
Our Made-to-order items are gowns that are produced only once an order is made. The whole purpose of our made-to-order selection is to minimise carbon emissions and therefore we are more sustainable. We cater to a range of sizes and offer XXS to 9XL in this collection.

These items require production time and are dependent on the fabric and style, these will all be displayed on the product page and must be read and agreed to – prior to purchasing. You can find out more information on our Made-To-Order policy.

Can I cancel a Made-to-Order item?
If you wish to cancel an order for a made-to-order item, we can issue you a store credit which is valid for 12 months (if the item has not commenced production).

Unfortunately, if your made to order garment has commenced production; your order cannot be cancelled.

Can I see the prices in my country's currency?
Yes you can! As we are Australian based, the default prices on all items are set to Australian Dollars (AUD).

When an international customer visits the Alamour The Label website, they will be greeted by a popup where they can easily choose to shop in their local currency. The Popup recommendation is shown based on the detection of the visitor’s IP address.

Alternatively, you can manually change the currency (at your discretion) in the currency selector located at the top/header of our website. 

For all other currency exchange requests/queries, you may wish to consult the current exchange rates by visiting http://www.xe.com/

Why has the price increased at checkout?
Our website can determine your location and will allow you to check out in your preferred currency, however, depending on your payment method, you may be required to pay in Australian dollars (for example, Afterpay).

By checking out in Australian Dollars the order total will change. Changing the currency does not mean you will pay more or less than previously advertised. Your bank statement will reflect the amount paid in your preferred currency, for the order made on our website.

If you would like to view the current currency conversion rates per country - you can find these on the XE website here.

Why are the website prices showing in AUD?
As we are an Australian based company, the default prices on our items may be set to Australian Dollars. You can, however, pay in your own country’s currency by selecting your currency in the available popup, or in the currency selector located at the top/header of the website.

How do I make payment in AUD (Australian Dollars) if I don't have an Australian bank account & I don't live in Australia? Your bank/financial institution linked to your chosen payment method (credit card, PayPal etc) will process the payment in your local currency. This will be reflected in your statement. This is automatic and all you need to do is select the ‘Pay Now’ button. 

For your information: You will only make payment in AUD if you close the popup that greets you to shop in your country's currency or you do not manually select your country from the currency drop-down selector at the top of the website.

How does your website know my currency? The Popup recommendation (to shop in your country's currency) is shown based on detection of the visitor’s IP address. You can also manually 'select a currency' by clicking the currency selector displayed at the top/header of the website. A popup will appear which you can scroll/ search for your country/currency to shop & make payment in.

Can you provide me with an example of this currency conversion? For example, the $USD 172.00 that you see on your product page & your cart page is equivalent to the $AUD 266.00 that you see on your checkout page (if you chose not to shop in your country's currency). This does not mean you are paying more, but simply making payment in AUD, and not in USD.

What 'Buy Now, Pay Later' options are available in my country?

Australia: ZipPay, Afterpay & Klarna

USA & Canada: Afterpay & Sezzle

NZ: Afterpay

UK: Clearpay

If you reside outside of these countries, we do not currently have Buy Now, Pay Later options available, however, we will endeavour to integrate these features into our website as soon as they become available.    

Are there any terms and conditions when using these payment methods? 
1. Minimum spend requirements usually apply & differ across all buy now, pay later providers. We recommend visiting their website for pre-requisite requirements.

2. Buy Now, Pay Later payment providers will pay Alamour The Label in full for your purchase, and you as the customer will repay the total order amount in instalments to your chosen Buy Now, Pay Later provider.

3. If you choose to return your order, you will continue making your scheduled repayments to your Buy Now, Pay Later provider until the total order amount is completed. Our returns team will then issue you a store credit as per our returns policy.   

How does Buy Now, Pay Later work?

1. Choose your preferred provider at the checkout.
2. You will be re-directed temporarily to the buy now, pay later provider's website to create an account.
3. Instant approval.
4. Proceed with check-out on Alamour website.

What are the benefits of Buy Now, Pay Later?

1. Depending on the arrangement with your BNPL provider; usually you will pay for your purchases over four simple instalments, due every two weeks.
2. Pay nothing extra when you pay on time.
3. No new card applications & instant approval online

How long does it take to receive a response to my email enquiry?
Our customer care team are available Monday to Friday 8am to 4pm AEST.

We endeavour to respond to all customer enquiries within 1-2 business days, during our opening hours (which excludes weekends & public holidays). During busy periods there may be an extended response time.

If you require an urgent response, you may message us via WhatsApp.

Do you have a physical store?
Yes! Alamour has two physical locations in Australia for you to come in & try our garments on:

1. Our flagship Sydney boutique, located at 255C Oxford Street, Paddington (Appointments are not required. Open to the public welcoming walk-ins); and

2. Our Brisbane showroom, located in the suburb of Woolloongabba; where you can book appointments for a private one-on-one experience. You can book an appointment here.

Please note, most Pre-Order & Made-to-order items are unavailable for try-ons unless it is confirmed we have samples on the floor.

I received my item, but the colour doesn't look like the colour in the photo on the website?
Please note, the colour of the garments displayed on this website may differ to the true and actual colour of the physical garment. Even though we strive our very best to display the true colour of the garment as accurately as possible on our website, many factors can have an impact on the colour you view on your device's screen/monitor.

These factors are but are not limited to: Monitor/Screen Type, Device age & Type, Display Settings or Lighting within displayed content.

For more images/content please refer back to our official Instagram video clips/photos @alamourthelabel. Furthermore, you can refer to our customer Instagram @alamoursociety containing true images of our loyal customers wearing our garments.

How do I track my parcel?

At time of shipment, you will receive x2 emails from us.

1. Fulfilment email containing your tracking number acting as confirmation of shipment for your order.

2. Any additional tracking links relevant to your delivery country. For example, even though we ship to the USA via Australia Post; USPS takes over the delivery once our parcel lands in the USA. Therefore, you are able to track your delivery via the USPS tracking tool (using our Australia Post created tracking number).

You may also receive a separate email from our shipping partners (Australia Post/ DHL Express), confirming creation of your shipment.