Help

How can I prioritise the processing time for my order?
You can prioritise your order by adding Priority Processing to your order whilst at the cart page. This upgrade places your order at the front of the processing queue.

Once ready to ship, your order will be dispatched within 1 business day (AEST).

Please note:

• Priority Processing applies to dispatch only.
• It does not reduce production times for pre-order or made-to-order items.
• Business days exclude weekends and Queensland public holidays.

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 prior to shipping your order.  

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 the following business day.

During busy prom & formal season, processing times may take up to 5 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. Our customer care team will attempt to contact you immediately – so we can offer an alternative style/size or refund the item/s or entire 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 offer global shipping for our garments. 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?

(1–2 Business Days): Free Express Shipping on $400 AUD+

(Same Day Delivery): Within 50 km of Brisbane CBD. Rates and availability 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. Visit page.
  
• Brisbane Showroom: Try-on appointments available by booking. Visit page.

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

(2–4 Business Days): Free DHL Express on $250 USD+.

5. What are the delivery options for New Zealand?

(1–3 Business Days): DHL Express

(3–5 Business Days):Free Express Shipping on $400 AUD+.

6. What are the delivery options for Canada?

(3–5 Business Days): DHL Express

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

(3–5 Business Days): DHL Express

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

DHL Express (3–5 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 $400 AUD & Over. Otherwise, a small shipping fee will apply. Shipping options are presented 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 5 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 will apply if no safe place is determined by the courier driver.

11. What is Priority Processing?

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

Please note, this service does not reduce production times for made-to-order garments. However, once your order is ready, it will be prioritised for dispatch and placed at the front of the shipping queue.

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 or stores.

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.

How long does it take to process my return request?
All return requests will be actioned within 5 business days from the date of lodgement. You will be required to organise the return of 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 require an exchange urgently and cannot wait for store credit to be issued under our standard returns process, you may choose our Instant Exchange option.

Once you have initiated a return, our customer care team will advise you to place a new order for the exchange item you require. This allows the replacement item to be shipped to you immediately. Once your original item is received back in perfect condition, we will process a refund for the returned item value.

Please note:
1. Exchange orders are not eligible for free shipping
2. Discount codes cannot be applied to instant exchange orders
3. If a discount code is used, the order will be cancelled and refunded, and a new order will need to be placed, which may delay the process
4. If free shipping is applied in error, the shipping cost will be deducted from the refund amount
5. Free shipping is only available on the original order, not exchanges

How do i lodge a return request & where do I return my item/s?
To request a return, please email info@alamourthelabel.com or submit a request via WhatsApp. Our customer care team will review your request and advise whether the return has been approved or declined, along with the relevant return address if approved. Returns Policy page can be accessed Here.

What are your Return Conditions & Guidelines for a successful return?

• Store credit will be issued for all eligible returned items.
• Returned items must be received at our warehouse within 30 days of delivery.
• Return shipping costs are the responsibility of the customer.
• Original shipping fees, duties, and taxes are non-refundable.
• Items must be returned new, unused, and unworn, with all original labels, garment tags, and security ribbon (if applicable) attached.
• Returns that are damaged, stained, washed, altered, or worn will not be accepted and will be returned to the customer at their expense.
• Returns for change of mind or sizing issues are not accepted for the following products:

Final sale items, Sample items, Custom-made or made-to-order garments, Paid packaging (e.g. care bags, gift boxes), Socks, Earrings, Hair Accessories, Tanning products, Bodysuits, Undergarments/ Intimates.

• When returning shoes, all original packaging must be included and undamaged, including the shoe box, dust bags, plastic inserts, sole protectors, and internal packaging. We recommend trying shoes on a carpeted surface to avoid marking or damage to the soles.
• Gift cards are non-returnable and non-refundable.
  

Can I return or exchange final sale or sample items?
Final sale and sample items are not eligible for return or exchange for change of mind or sizing.

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 place your exchange order.

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 team 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 / discount code not working?
A store credit or discount code may not apply successfully 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. No spaces or special characters.
4. The email address used for the new or attempted order does not match the email address provided on the original order.
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.

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

How do I receive my store credit?
Store credit is issued via email as a unique coupon code by our returns team once your returned item has been received, physically inspected and approved in accordance with our return 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.

I am unsure about what size to choose - what should i do?
To help us recommend the most accurate size, we suggest providing your bust, waist, and hip measurements. For best results, we recommend having measurements taken by a professional tailor or seamstress.

Our Size Guide provides guidance based on body measurements, along with international size conversions.

Please note that fabric composition and construction can affect fit. Different fabrics offer varying levels of stretch, and sizing may vary slightly between styles. This information can be found under “Fabric Content” on each product page.

For additional reference, we also include the model’s height and measurements on our product pages.

If you’re still unsure, we strongly recommend contacting our customer care team prior to placing your order, as we’re happy to assist in suggesting the size that will fit you best. 

Do you cater for petite sizing?
Most of our gowns are suitable for 5’4 (160cm) & above. However, we offer a range of floor-length and midi styles that can be suitable for shorter heights; ranging from sizes XXS (US 0/ EU 32/ UK 4). Some styles can even be made from XXXS; which is one smaller again.

Please note that hemming or alterations may be required for a perfect fit, particularly for petite customers. 

Can I alter a gown design or create a custom gown?
Yes. Our made-to-order styles can be customised to suit your personal preferences. Customisation options may include:

• Changes to the neckline or back
• Colour customisation
• Additional length
• Other approved design adjustments

We also offer fully custom, one-off designs created specifically for your event. To enquire, please contact our production team with your design request. If approved, you will be provided with a unique purchase link for your customer gown.

Please note: All made-to-order and custom gowns are strictly non-returnable, except where required under Australian Consumer Law.

Are alterations included in the purchase price?
Alterations are not included unless explicitly stated and may be arranged independently. While our made-to-order gowns are crafted specifically for each client to ensure a personalised fit and finish, minor alterations may still be required once the gown is physically worn.

What is a Made-to-Order Item?
Made-to-order gowns are produced specifically after an order is placed.

This approach allows us to:

• Reduce excess production and carbon emissions
• Offer an extended size range (XXS to 9XL)
• Ensure continued availability across selected styles, colours and sizes without holding excess stock & always be able to deliver with no limitations.
• Create gowns tailored to individual orders.

Production timeframes vary depending on fabric and design and are clearly displayed on each product page. These timeframes must be read and agreed to prior to purchase.

You can find out more information on our Made-To-Order policy.

Can I cancel a Made-to-Order item?
If production has not yet commenced, a cancellation may be approved and a store credit valid for 12 months will be issued only.

Once production has commenced, made-to-order items cannot be cancelled, as they are being created specifically for you.

Are made-to-order gowns customisable?
Yes. Selected styles can be customised. Please contact our customer care team prior to ordering.

How long does made-to-order take?
Made-to-order gowns require approximately 4 weeks of production time, depending on the style and fabric selected. This timeframe refers to production only and does not include shipping.

Once your gown is complete, it will be dispatched and shipping timeframes will apply based on your location and selected shipping method.

All production and shipping timeframes are estimates only and may vary due to factors outside our control.

What does “Pre-Order” mean?
A pre-order item is not currently in stock and is scheduled to arrive at our warehouse at a later date. All pre-order garments display an estimated shipment date on the product page.

Are pre-order delivery dates guaranteed?
No. Pre-order delivery dates are estimates only and are not guaranteed.

Delays may occur due to factors outside our control, including (but not limited to) limited flights, customs clearance delays, and courier disruptions.

We strongly recommend ordering a pre-order item only if your event is scheduled at least one month after the estimated shipment date displayed on the product page.

How do I place an order for a pre-order item?
Pre-order items are purchased through checkout as normal, with full payment required at the time of order.

Your order will be shipped once the pre-order item arrives at our warehouse, in line with the estimated shipment date displayed on the product page or product title at the time of purchase.

What are the benefits of purchasing a pre-order item?
Pre-ordering allows you to:

• Secure your size and style early
• Avoid missing out if the item sells out before arriving in stock

Due to high demand, some styles may sell out completely via pre-order before they physically arrive.

When should I purchase a pre-order item?
We recommend purchasing a pre-order item only if your event date is at least one month after the estimated delivery date listed on the product page, to allow for potential delays.

What if I no longer need my pre-order item?
If a pre-order is no longer required due to unforeseen circumstances (either on your end or ours), cancellation may be permitted and a store credit will be issued in accordance with our store policies.

My pre-order won’t arrive in time, can I cancel or refund my order?
If you wish to cancel your pre-order:

• A store credit valid for 12 months can be issued, or
• Your order may be exchanged for an in-stock item that can be shipped immediately (subject to availability)

Can I view prices in my local currency?
Yes. Our website allows you to browse and check out in your local currency.

When you visit the Alamour The Label website from outside Australia, a location-based popup will appear, allowing you to select your preferred currency. If you click “Shop Now”, prices will display in your local currency. If you close the popup, prices will remain in Australian Dollars (AUD).

You can also manually change your currency at any time using the currency selector in the website header.

Why did the price change at checkout?
If you notice a difference in pricing at checkout, it is usually due to one of the following:

• Your checkout is processing in Australian Dollars (AUD) rather than your local currency
• Your selected payment method processes transactions in AUD

Changing the displayed currency does not increase or decrease the value of your order.
If payment is processed in AUD, your bank or payment provider will convert the amount and display the final charge in your local currency on your statement.

Why are prices showing in AUD?
Alamour The Label is an Australian-based company, so AUD is our default currency.

You may switch to your local currency by:

• Selecting your country from the location popup, or
• Using the currency selector in the website header

How can I pay if I don’t have an Australian bank account?
You do not need an Australian bank account to place an order.

Your bank or payment provider (e.g. credit card, PayPal) will automatically process the payment and convert it to your local currency. The converted amount will appear on your bank statement.

How does the website know which currency to show me?
Our website recommends a currency based on your IP address location.

You can manually change your currency at any time using the currency selector in the website header. Please note that using a VPN may affect the currency that is automatically suggested.

What Buy now, Pay Later payment options does your website support?
We offer Afterpay / Clearpay, Klarna, Sezzle & Zip Pay.

Availability may vary depending on your location and eligibility.

Where is AFTERPAY available?
Afterpay is available to eligible customers in supported countries, including but not limited to:

• Australia
• New Zealand
• United States
• Canada

United Kingdom & Europe (operating as Clearpay)

• United Kingdom
• France
• Spain
• Italy

Where is KLARNA available?
Klarna is available to eligible customers in supported countries, including but not limited to:

• Australia
• Canada
• United States

Europe & United Kingdom:

Austria - Belgium - Czech Republic - Denmark - Finland - France - Germany - Greece - Hungary - Italy - Netherlands - Norway - Spain - Sweden - United Kingdom

Note: This list covers major Klarna markets but is not exhaustive. Klarna supports additional European countries and regions.

Where is ZIP PAY available?
Zip Pay is available to Australian customers only.

To use Zip Pay, customers must:

• Have an Australian Zip account
• Be located in Australia
• Meet Zip’s eligibility requirements

Zip Pay is not available to international customers.

Where is SEZZLE available?
Sezzle is available to eligible customers in supported countries, including but not limited to:

• United States
• Canada

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 stores?
Yes, we have two retail locations in Australia.

• Sydney Boutique: 255C Oxford Street, Paddington NSW. Visit page.
  
• Brisbane Showroom: Try-on appointments available by booking. Visit page.

Please note that most Pre-Order & Made-to-order items are not available for try-on, unless confirmed samples are available in-store.

I received my item, but the colour looks different to the photos online; why?
Please note that garment colours displayed on our website may vary slightly from the actual product due to factors beyond our control, including:

• Screen or monitor type
• Device age and settings
• Lighting conditions
• Display calibration

While we make every effort to represent colours as accurately as possible, variations may occur.

For additional real-life images and videos, we recommend viewing:

• Our official Instagram: @alamourthelabel. 
• Customer appreciation Instagram account @alamoursociety 

How do I track my parcel?
Once your order has shipped, you will receive two confirmation emails:

1. A fulfilment email containing your tracking number
2. Any additional tracking links relevant to your delivery country

For international orders, local postal services may take over delivery once the parcel arrives in the destination country. For example, parcels shipped to the USA via Australia Post are delivered locally by USPS, using the same tracking number.

You may also receive a separate notification from our shipping partners (such as Australia Post or DHL Express) confirming shipment creation.