FAQ's Help & Contact
ORDER VERIFICATION & ADDRESS CHECKS
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 webiste. So, our verifications team at Alamour strives to minimise any risk of potential fraud from occuring by ensuring the payment is verified. We play our part to ensure all orders are legitimate.
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 minimise fraud and to minimise risk of sending your item to an incorrect/ incomplete address. It is in your best interest to co-operate with our verifications team when these processes take place. They are going out of their way to help you & to ensure our website is fraud-free and safe for everyone to enjoy.
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.
REFUND & EXCHANGES
How long does it take to process a return for my exchange?
All return requests will be actioned within 3 business days from date of lodgement - See 'Returns FAQ's'. 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.
Can I return or exchange final sale items?
No. All final sale items cannot be returned or exchanged.
Can I exchange my item?
Yes, we do allow exchanges. You may want to return your item for an exchange due to the colour not being suitable or the fit just was not right. Whatever the reason, we allow you to return the item. You will be provided with a store credit only to place your exchange order. Please note that if you were charged duties and taxes at the checkout, these fees are non refundable.
Can I get a refund if I don't like my item for any reason or just didn't receive it in time?
No, refunds are not permitted on incorrect sizing/change of mind/delivery delays. You will be issued with a store credit to re-order the correct size/style only. If you were charged duties and taxes at the checkout, your store credit will exclude these charges.
Click here for more information on the returns policy.
SHIPPING & DELIVERY TIMES
Which countries do you ship too?
North & South America: USA/United States of America, Canada, Mexico.
Europe: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Hungary, Ireland, Italy, Jersey, Latvia, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.
Asia & Australasia: Australia, China, Fiji, Hong Kong, Indonesia, Japan, Macao, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates.
What if my delivery country is not provided within this list above?
We can still ship to you, however your order will incur a higher shipping charge. Simply, proceed to checkout and select your country from the drop-down list.
Do you provide free shipping?
Australian Customers. We offer Free shipping within Australia on orders AUD $100.00 & over. Saturday Delivery Available for selected Queensland Postcodes. For more information click here.
USA Customers: We offer Free Express shipping to the USA on orders AUD $200.00 & over.
NZ Customers: We offer Free Express shipping to NZ on orders AUD $300.00 & over.
UAE Customers: We offer Free Express shipping to UAE on orders AUD $200.00 & over.
All Other International Customers. All other international customers have a shipping fee applicable to their order at checkout. Please refer to dropdown box above & select your country for shipping rates.
You can also check out our Shipping & Delivery Times page for more shipping information.
How do I know the shipping cost to me?
All of our shipping fees and delivery times can be found on our 'Shipping & Delivery Times' link found at the footer of the website. Or simply by visiting the following link:
Please note that duties and taxes will be added to your shipping amount when at the checkout only if your order total is above your countries import threshold.
Do you ship worldwide?
Yes. We ship to all countries within all continents, including but not limited to: USA, Australia, NZ, UK, Canada, South America, Asia, Europe & Middle East.
Where do you ship from?
Brisbane, Queensland, Australia
SIZING & GOWN ENQUIRES
I am unsure about sizing & fit?
Please contact us via the form below with your usual dress size and measurements and a customer care agent will be able to assist you. Information on how to obtain your measurements can be found in our size guide. Please refer to our sizing guide.
Do you cater for petite girls?
Our garments are suitable for 5"4 & over.
Can you alter my gown?
Unfortunately, Alamour does not provide any alteration services. All alteration must be done by you, the customer. We sell garments as is 'ready-to-wear'.
Do you make custom garments?
We do not offer custom sizing on our online store, however our Made-To-Order collection by A&N Luxe can be customised to suit your personal style! Customisations include changing the neckline, changing the back, customising the gown to a different colour, adding additional length and more. Please email customer care here.
CURRENCY & CONVERSIONS
Why are the website prices showing in AUD?
As we are Australian Based, the default prices on all items are set to AUD. You can however, pay in your own countries currency by selecting your currency in the available popup, or in the currency selector located at the bottom of our online store.
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.
How does your website know my currency?
All prices displayed on the website will automatically change based on the selected currency from the dropdown. The Popup recommendation is shown based on detection of the visitors IP address.You can also manually 'select a currency' by clicking the dropdown displayed at the bottom of the website. A drop-down menu will appear which you can scroll down to view a list of the many currency options available to you.
Can I checkout with my country's currency?
After switching your currency, you are automatically eligible to pay in your country's currency. For more information, please visit our Payment Information Page, which is found at the footer of our online store. Please note, this service may not be available when checking out with one of our buy now, pay later options
STORE CREDIT & COUPON CODE
My coupon 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?
You can use your store credit by entering your 'unique issued coupon code' at the checkout page. You will find a 'white field box' at the checkout page reading 'Discount' within it. This is where you enter your coupon code, then hit 'Apply' to activate your coupon code to your purchase.
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 'store credit'?
Store credit is the amount owing 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.
What is a coupon code?
A coupon code is your unique code created by us which applies to you, containing your store credit amount. This is the code you require to use your store credit amount owing to you.
How is my store credit issued?
Your store credit will be issued in the form of a coupon code that will be emailed to you.
Please check your email you provided us with including your spam / junk mail.
Are pre-order delivery dates guaranteed?
No. Pre-order dates are not guaranteed and delays may occur. Mainly due to fabric sourcing , shipment held by customs or unforseen production delays.
Alamour is not held liable for any unforeseen delays that may occur if you wish to Pre-Order an item. So please take extra care when placing your order, as we do not issue refunds for unexpected delays, change of mind/sizing or cancellations...
Hence why we recommend placing an order for a pre-order item at least 1 month after the estimated pre-order delivery date advertised on the product page to account for such delays.
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. We do not refund for cancellation of pre-order's.
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 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.
My pre-order won't arrive in time, can I cancel & refund my order?
No. Please kindly note, Pre-Orders cannot be cancelled / refunded once placed. However, if you wish to change your item to another garment which is in stock/arriving sooner, you may do so. Alternatively, a store credit will be issued for 1-year use on the online store.
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 does Preorder Mean?
Preorder means that an item is not currently in stock, yet is due to arrive in the near future. All pre-order garments will have an 'anticipated re-stock date' on the product page. The provided 'anticipated re-stock date' does not include shipping times to allow for delivery. Please allow additional time for delivery of the garment/s.
AFTERPAY / CLEARPAY / SEZZLE / ZIPPAY / LAYBUY / KLARNA
Things you need to know when selecting your shop now pay later method: i.e AfterPay, ClearPay, Sezzle, ZipPay, Laybuy & Klarna
1. Minimum spend requirement is AUD $100.00 per order to be eligible to checkout successfully using Afterpay/ ClearPay/ Sezzle/ ZipPay & LayBuy, and AUD $35.00 for Klarna.
2. You need to be an Australian Customer to use AfterPay, ZipPay, LayBuy or Klarna; a USA customer to use Sezzle; a New Zealand customer to use AfterPay or LayBuy; a UK customer to use LayBuy or ClearPay; and a Canadian customer to use Sezzle or AfterPay.
3. Upon checking out with your chosen Buy Now, Pay Later provider, you will receive your item/s straight away. There is no need to wait as it is NOT a lay-by service being directly managed with the store; if your item is in stock it will be shipped to you upon successfully placing an order with Alamour The Label.
4. 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.
5. In the event a return is required, you will continue making your normal repayments to your Buy Now, Pay Later provider in the form of instalments. However, you will receive your store credit amount from us in full! This is because the selected provider would have already paid us in full on your behalf. You will continue making the normal instalments to your selected provider until the total order amount is finalised with your chosen BNPL provider.
What 'Buy Now, Pay Later' options are available in my country?
Sezzle to USA.
LayBuy, AfterPay, Zip Pay and Klarna to Australia.
LayBuy and ClearPay to UK
LayBuy and AfterPay to New Zealand
Sezzle and AfterPay to Canada
For more detailed information regarding Buy Now, Pay Later options, click here.
Do you have a 'Buy Now, Pay Later' option for countries other than USA, NZ, Canada, UK & Australia?
No. Not at the moment. When we do, we will update the website accordingly and it will be visible as a payment method at checkout, once implemented for your country.
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 do I pay back my selected provider for my purchase?
Afterpay / ClearPay, Sezzle & Klarna split your payments over four equal instalments due every fortnight. Nominate the card you want to use and automatic payments are scheduled for you. You must be 18 or older to create an account.
Lay Buy lets you receive your purchase now and spread the total cost over 6 weekly automatic payments, interest free.
ZipPay is an interest free payment solution that loans you up to $1,000.00 AUD to spend as pleased, with monthly term repayments.
How does Buy Now, Pay Later work?
1. Choose your preferred provider at the checkout.
2. Quickly create an account using your existing debit or credit card.
3. Instant approval.
IMPORT CUSTOMS, DUTIES & TAX
Do I have to pay additional fees upon clearance of my parcel by Customs in my country?
No! All Duties & Taxes will be paid by us on your behalf to Customs at the time of import into your country. Duties & Taxes will be charged to you at the checkout. This is applicable to most countries.
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).
For example, as per the above guide, USA customers have a high import threshold of $800 USD before taxes & duties are applicable to the order.
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.
If I return my item, will I get the full amount back in a store credit?
No. Duties & Taxes are non refundable as this is paid to customs on arrival of your item into the country.
These fees are calculated and charged to you at the checkout, so that you don't have to pay it on arrival into your country.
These costs cannot be waived and are warned at checkout and within the online store policy pages and shipping page. Additionally, customers are provided a courtesy reminder email, regarding these fees at time of dispatch.
What does re-stock fee mean?
This only applies when you refuse collection of your parcel (which contains a made-to-order item or a garment that is customised to you) and it must be returned back to us. In this non-recommended event, 50% of the total amount paid for your garment will be subtracted from the total refund amount. In addition to any related shipping fees and Duties & Taxes imposed on your refused parcel.
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. An additional informative email reminding you of your tax/duties implications on your parcel (if any) including additional tracking links relevant to your country.
You will also receive a seperate email from our shipping partner, confirming creation of your shipment. This email will also usually contain your tracking information.
ORDER INFO & PROCESSING TIMES
Why was my order/ items within my order cancelled & refunded?
Due to an unforeseen event, the item/s you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item within your order does become unavailable, you will be contacted within 24 to 48 hours about the change/cancellation. If your order contains additional items in stock, these items will still be shipped to you and the unavailable item/s will be removed from your order & refunded.
I need to change something on my order, how can I do this?
Yes this is possible if your order has not been shipped. Please choose carefully as we cannot amend orders once your order has been shipped.
Can I cancel an order after I make payment?
Yes. All eligible orders made via the online store can be cancelled. Excluding Made-To-Order and Pre-Order items.
You can cancel an order if it has not already been shipped & is approved by the management team. If you have made payment using a 'Buy Now, Pay Later' payment provider, a 10% cancellation fee will apply to your order to cover costs not returned to us by these BNPL providers.
Can I cancel an order after it has been shipped?
Yes. However, it must be successfully received and returned to us following our normal returns process by lodging a return request & returned at your expense. Please be aware of the following additional costs if you do decide to cancel/refuse an order once it has been dispatched:
1. Re-Stock Penalty of 50% applies to all made-to-order items & a re-stock penalty of 30% for all other items. this means either 50% or 30% of the total amount paid for your garment/items will be immediately subtracted from the total refund amount & your order closed.
2. Due to sudden cancellations, free shipping offers will no longer be contractually valid. As such, regardless of free shipping being
offered, any actual paid shipping fees by Alamour to send the item to you will be deducted from the total refund amount. This also applies to return shipping fees, if applicable.
3. Duties & Taxes may be billed against an attempted import, regardless if the customer requests to cancel/ refuse the shipment. In
this event, which is completely outside the control of Alamour, these fees must be paid to your Customs Officials within your country or risk the parcel being destroyed/ abandoned. This depends on importation rules of your country & is not a forced fee charged by Alamour.
How can I prioritise the processing time for my order?
When you select & pay for ‘Prioritise this order’ 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. The fee charged for this upgrade fluctuates depending on the volume of orders we receive.
**Business Day excludes weekends and public holidays that apply to QLD, Australia.
Is 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 country destination. You can find this page at the footer of the website.
When will you ship my order?
Orders are processed and shipped Monday to Friday between 9:00am & 3:30pm AEST, excluding weekends and public holidays. If an order is placed before 3:00pm AEST, it will be endeavoured to be processed to be dispatched that same day. However during busy periods, processing times may take up to 2 business day at the very latest.
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?
Assuming you have provided your accurate email address; when an 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 fulfillment email from our online store confirming 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.
All return shipping costs are at the expense and the responsibility of the customer.
What if my return is treated a priority and I require my exchange urgently?
You may be eligible for our speedy-exchange service; please read the following FAQ.
If you do place a second order to bypass the return process, you will not be eligible for free shipping on your second order as this is considered an exchange request. The customer is responsible for all return-shipping costs regardless of how the exchange-request is being made.
Re-shipment fees will apply to your new order and a PayPal money request will be forwarded onto you via email; or otherwise, later deducted from your refunded amount. The method of payment for the shipment of your exchange is at Alamour The Label’s discretion.
Only once we have received confirmation of payment will the exchange-item be shipped.
If this exchange process is undertaken, your request to refund your original order will only be granted once you can prove an exchange took place (quoting your new order #) and the returning item having successfully met the return conditions as stated on the Returns Policy page.
Conditions to use our speedy exchange service:
- Return of original purchase must be initiated within 48 hours of delivery
- Tracking # for returning item with live event tracking must be provided ASAP/prior to the new order being shipped
- Original order must be returned in sellable condition
- All applicable shipping fees are the responsibility of the customer & settled before shipment of the exchanged order can take place
- All final-sale items are excluded from this service
Customer must inform customer care via the contact form below, or alternatively email info[at]alamourthelabel.com of the following information:
- The new exchange order #, and the original order # which is being exchanged (so customer care can prioritise and link your orders).
- Confirm payment of our exchange-shipping fee via the PayPal money request sent to you.
- Provide tracking # of returning item with live tracking events.
Failure to confirm/execute the above conditions, your order may be missed and placed in the normal order processing queue & on the assumption the exchange-shipping fees (to you, the customer) are not paid. Furthermore, your new exchanged order cannot be dispatched until a valid tracking # with live tracking events is supplied.
It is the customer's responsibility to inform us of the above information for this speedy exchange service to be executed properly. Your original order will only be refunded once your returning item has been physically received and inspected by our returns team.
How much time do I have to return my item?
All eligible items must be returned to our warehouse within 30 days of receipt of your item. In other words, your item/s must arrive at out warehouse no later than 30 days of receiving it. Returns that arrive outside of 30 days from the customer receiving the parcel (as per tracking details) will be denied and returned to the customer.
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. View the Returns Policy for more details.
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.
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 not limited too: Monitor/Screen Type, Device age & Type, Display Settings, Flash/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 page @alamoursociety containing true images of our loyal customers wearing our garments.
How long does it take to receive a response to my email / enquiry?
We work Monday to Friday 8AM-5PM AEST.
Usually, we respond to all customer enquiries within 12-24 hours during business hours (which excludes weekends & public holidays). During busy periods it may take longer. Please be patient as we do not ignore emails. We will acknowledge all emails within our time frame.
Can I come in & try on clothing before purchase?
No, we do not have a showroom or a retail store as of yet. However, we allow returns for sizing/style concerns. Please refer to our Returns Policy for more information regarding returns.
Do you have a physical store?
Unfortunately, not at the moment. We are solely based online from Australia.