Delivery & Shipping
Where do you ship?
Alessia Jade ships to selected destinations worldwide. Available shipping options will be displayed during checkout based on your delivery address.
Where are orders dispatched from?
Orders are dispatched from our fulfilment partners and distribution locations servicing Australia and selected international markets.
How long does dispatch take?
We endeavour to dispatch in-stock orders same day. All are dispatched within 1–3 business days. During launches, promotional periods or public holidays, dispatch times may be slightly longer.
What is the difference between dispatch and delivery?
Dispatch refers to when your order leaves our warehouse. Delivery refers to the time it takes for the carrier to deliver your parcel after dispatch.
How long will delivery take?
Delivery times vary depending on location, shipping method and carrier. Estimated delivery timeframes are provided at checkout where available.
Do you offer express shipping?
Express shipping may be available for selected destinations and will be displayed at checkout.
How much does shipping cost?
Shipping costs vary based on your location, order value and selected delivery method. Final shipping costs are calculated during checkout before payment.
Do you offer free shipping?
Free shipping may be available on selected orders, campaigns or regions. Any applicable offer will be displayed at checkout.
Can I track my order?
Yes. Once your order has been dispatched, tracking information will be emailed to you.
My tracking has not updated. What should I do?
Tracking updates may take time to appear after dispatch. If your tracking has not updated after several business days, please contact us.
What happens if my parcel is delayed?
Delivery carriers occasionally experience delays beyond our control. If your parcel appears significantly delayed, please contact us and we will assist where possible.
What happens if my parcel is lost?
If your parcel appears lost in transit, please contact us and our team will work with the carrier to investigate.
What happens if my parcel is returned to sender?
Parcels returned due to incorrect delivery details, failed delivery attempts or non-collection may incur additional shipping charges for redelivery.
Do you deliver to PO Boxes?
Delivery availability to PO Boxes depends on the shipping service selected and destination.
Do you deliver internationally?
International delivery may be available to selected countries. Availability will be shown during checkout.
Will I need to pay customs duties or taxes?
International orders may be subject to customs duties, import taxes or local charges imposed by your country. These charges are the responsibility of the recipient unless otherwise stated.
Can I change my shipping address?
Please contact us as soon as possible. Once an order has been processed or dispatched, shipping details may no longer be changed.
Payments
What payment options do you accept?
We accept secure payment methods displayed at checkout, including major credit and debit cards and selected express payment options.
Do you offer Buy Now, Pay Later?
Available Buy Now, Pay Later providers will be displayed during checkout where applicable.
Can I pay in my local currency?
Available currencies may vary depending on your location and selected market.
Is my payment secure?
Yes. Payments are processed through secure, encrypted payment gateways.
When will I be charged?
Payment is processed at the time your order is placed.
Can I use more than one payment method?
Available payment combinations depend on the payment providers offered during checkout.
Can I use a gift card?
Where available, gift cards can be redeemed during checkout.
Can I use a discount code?
Yes. Discount codes can be entered during checkout.
Why is my discount code not working?
Discount codes may have expired, reached usage limits, been entered incorrectly or may not apply to the items in your cart.
Orders
Will I receive an order confirmation?
Yes. You will receive an order confirmation email shortly after placing your order.
I have not received my order confirmation.
Please check your junk or spam folder before contacting us.
Can I change my order?
We recommend contacting us as soon as possible. Changes may not be possible once processing has begun.
Can I cancel my order?
Cancellation requests may be considered before dispatch. Once dispatched, cancellation may no longer be possible.
Do you offer pre-orders?
Selected pieces may be offered on pre-order. Estimated dispatch dates will be shown on the product page.
Can I cancel a pre-order?
Please contact us as soon as possible. Cancellation requests are assessed before dispatch.
Can I purchase multiple items in one order?
Yes, subject to stock availability.
What does low stock mean?
Low stock indicates limited availability. Adding an item to your cart does not reserve it.
Will sold out pieces return?
Selected pieces may be restocked. Availability varies by collection and material profile.
Returns & Change of Mind
Do you offer change of mind returns?
Change of mind return requests may be accepted in accordance with our Returns Policy.
How long do I have to request a return?
Please refer to our Returns Policy for current return eligibility timeframes.
What condition must my item be in?
Items must be unused and returned in original condition with tags, packaging, dust bags and inclusions.
Do you cover return shipping costs?
Return shipping for change of mind requests is the responsibility of the customer unless otherwise stated.
Can I exchange my bag?
Exchanges may be available depending on stock availability and return eligibility.
Can I exchange for a different colour?
Where stock permits, exchange options may be available.
Are sale items eligible for return?
Sale, promotional or final clearance items may be subject to different return conditions.
What happens after my return is received?
Returned items are inspected before approval and processing.
Warranty
Do Alessia Jade bags come with a warranty?
Yes. Alessia Jade products are covered for manufacturing faults and workmanship defects under normal use.
What does the warranty cover?
The warranty covers manufacturing faults relating to materials, construction or workmanship.
What is not covered by warranty?
Normal wear and tear, accidental damage, misuse, scratches, staining, water damage, overfilling, improper storage or incorrect care are not covered.
How do I make a warranty claim?
Please contact us with your order number, photographs and a description of the issue.
Can my bag be repaired?
Please contact us before arranging repairs, as unauthorised repairs may affect warranty eligibility.
