SHIPPING & RETURNS
Due to COVID-19 our shipping partners are experiencing some delays. Please note the following information:
- Please note our Warehouse is located in Victoria, Australia where we are currently experiencing Stage 4 lockdown restrictions and limited warehousing staff. Please allow 1 extra business day for dispatch of items.
- Undetermined extensive delays continue on International orders due to limited amounts of Flights across borders. We will do our best to keep you updated on these circumstances based on information we receive from delivery partners.
- Delays on Domestic orders of an additional 7-14 days (approx) continue.
Free shipping on orders over $80AUD.
A standard shipping fee of $9.95AUD applies to orders $79.99 AUD and under. The shipping fee is non-refundable. Please allow 1-7 business days for shipping and handling. Once your order is shipped, you will be notified of the tracking number via email. Unfortunately, we are unable to dispatch or deliver orders on weekends & Victorian public holidays, which may result in small delays. Please note that we will be unable to change delivery address or product selection during busy sale periods.
For your protection, all our parcels within Australia are sent via Australia Post. If you are not home at the time of delivery, a card will be left advising that your parcel will be delivered to the closest Post Office for your collection. A signature may be required on receipt of parcel.
NEW ZEALAND DELIVERIES
For NZ online orders a flat rate of $20.00AUD applies for any amount of items. Please allow 7-14 days for delivery to NZ.
If you are unhappy with your online purchase, we will gladly accept an exchange or return of unworn merchandise (not including items on permanent Sale) which are returned to our warehouse within 14 days of the date of receipt. Return postage costs are the responsibility of the customer, unless items received are faulty or not as ordered. If you believe you have received a faulty item, please contact our Customer Service team.
Please make sure that you contact the our Customer Service team via email to have your return approved. Unauthorised returns will be sent back to the customer who will be charged the return shipping fee. A:LIST Footwear cannot be held liable for return parcels that are lost, stolen or damaged.
If you would like to return goods for a full refund then please ensure:
- The product was bought at full price;
- The product is not worn;
- Please include a returns form with all the details of your purchase;
- The product is re-packed in the same manner as it was received in its original A:LIST box.
Note: Items purchased on Sale (not including items on short-term Promotion) are eligible for an exchange or credit note only and not a refund.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your order. However, you will need to provide proof of purchase (which can include the original invoice, credit card statement or other payment statement) at the time of making the return. All online purchases claimed as faulty will need to be sent back to A:LIST Footwear for an official assessment by the A:LIST Footwear product development team. Customers will initially be responsible for shipping and handling charges for any returns of faulty product, however this amount will be refunded to your account once the product has been received and is in-fact deemed faulty. Please ensure you provide a postage delivery receipt with detailed charges to ensure your refund can be processed accordingly.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your goods have been received by A:LIST Footwear please allow up to 5 business days for your refund to be processed back to your account. Receipt of refunded amount will depend on the period of time it takes your financial institution to finalise the refund.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 9.00am until 5.00pm Australian Eastern Standard Time. Our Customer Service team endeavours to respond to queries as soon as they can, however we are a very small team so please allow at least 2 business days to receive a response.
You can also contact us via email at firstname.lastname@example.org