When will my order get shipped out?
We pack and ship all orders within 1-2 business working days.
When Can I Expect my Order?
Standard within Australia
For metro delivery please allow 3 – 5 business days, and for rural delivery please allow 4 – 7. We advise to allow 5 – 9 business days for deliveries to WA.
Express within Australia
For metro delivery please allow 1 – 2 business days, and for rural delivery please allow 3 – 5.
For international delivery please allow 10-14 business days. Upon entering the destination country, international orders may be subject to customs clearance procedures and charges that can cause delays beyond original delivery estimates.
*All parcels are dispatched from The Northern Beaches, Sydney, Australia. To get an ETA on your parcel we recommend you use Australia Posts postage calculator, see below link: https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
Will I have to pay for customs and duties?
Unfortunately, Natalie Alamein cannot be held responsible for any custom duties, foreign taxes or other fees which may be enforced. These will remain the responsibility of the customer. Please contact your local customs office for further information.
Do You Offer Returns/Exchanges?
For purchases made online, Natalie Alamein offers exchange on Sale items and refund on Full price purchases, within 14 days of purchase date.
Please Note* Warehouse Sale Items, sale items that use a promotional Coupon Code and items marked Final Sale will not be accepted for refund or exchange.
Item/s must be posted back to us, in the original condition, with all tags remaining. Item/s must not have been worn, washed or altered in any way.
Please note* Once an order is received we post it out, should a packing mistake be made we will rectify it but not refund it.
If a parcel is delayed during transit for reasons outside of our control and arrives later than expected, we also do not offer refunds on such transit delays.
How do I organise a return?
- Email email@example.com to let us know what you would like to return, why and if you would like an exchange, credit note or refund.
- Clearly reference your name on your return parcel.
- Ensure the item(s) are in original condition with tags attached.
- If you are exchanging please include a pre-paid postage satchel within the parcel for re-shipping your goods to you.
If this is not included one of our staff members will be in touch to process an additional payment.
- Package up your item(s) securely and send back within 14 days of receiving your order via a traceable postal service. International orders need to be returned within 21 days.
Are returns free?
The shipping costs incurred for returning item/s to Natalie Alamein for refund or exchange are at your own expense. If you are exchanging please include a pre-paid postage satchel within the parcel for re-shipping your goods to you. If this is not included one of our staff members will be in touch to process an additional payment.
How Do I Change My Order?
If you require any changes to your order including correcting address details and sizing, please contact us immediately at firstname.lastname@example.org and we will try our best to fix this prior to the order being dispatched.
What if my order arrives damaged or faulty?
For faulty items please email us at email@example.com and not Instagram with your order number and a photo of the fault. Once we receive your request we will arrange a replacement or refund for you.
You will need to return the item in an otherwise original condition.
Items damaged as a result of incorrect garment care or general wear, are not considered to be faulty.
How Can I Track my Order?
Once your order is dispatched you will receive a shipping confirmation email, along with tracking details for your order. You can track your order via auspost or visit the postage service website of your country.
Why didn’t I receive my tracking number?
All tracking details are emailed immediately after your order has been dispatched. If you do not receive a tracking email, please check your spam inbox or contact us at firstname.lastname@example.org.
What Payment Methods Do You Accept?
We accept Mastercard, Visa and AfterPay.
Why is my Promo Code not working?
If you have been emailed an exclusive promo code, this must be used within 48 hours upon receipt.
What are Pre-Orders? Can I return my pre-ordered item?
Pre-orders are items that are currently not in stock but are being made to order and will ship at a later date. If you submit a pre-order, this is treated as an actual order and you will be charged for the item/s and shipping when placing your order. The estimated shipping window will be displayed on the product page. Please note that these dates are subject to change and we may not have an exact arrival date until closer to the time. Customers will be sent regular updates via email. Upon receiving these styles in stock, we will dispatch all pre-orders to our customers as soon as possible, and at that time a new confirmation email will be sent out, containing all tracking information. All pre-orders are non-refundable and can only be exchanged or offered a credit voucher.
I missed out on Shopping during your sale, can you extend the sale for me?
Unfortunately, we are unable to extend our sale offer beyond the specified start and finish times as advertised.
What are your gift vouchers terms and conditions?
When a Gift Voucher is purchased online, a digital voucher will be emailed to the designated recipients’ email on the selected date. Gift Vouchers are valid for a term of 1 year from the date of purchase. Extensions will not be granted. Any unused balance remaining on a gift voucher upon expiry shall be forfeited and will not be refunded or credited. Natalie Alamein shall not be responsible for any damage to, unauthorised use of, loss or theft of a gift voucher. Available for use on full-priced and sale items.