FAQ's

If you have any questions (any at all!) please call us at the shop on +613 9650 4300 between 10am-6pm Monday-Saturday or 12pm-5pm Sunday AEST, or email us anytime at the shop. We will happily and speedily respond to your query as soon as possible.

 

PAYMENT AND CHECKOUT

WHAT CARDS DO YOU ACCEPT?

We accept Visa, MasterCard, American Express and PayPal.

CAN I PURCHASE OVER THE PHONE?

Absolutely! Try as we might, not everything in store at Alice is pictured on our webstore. Full collection look books can be viewed in the ‘Photos’ section of our  Facebook page.

If you wish to make an instant purchase over the phone please call us on +61 3 9650 4300 between 11am-6pm Monday to Saturday or 12pm-5pm Sunday AEST and we will process for you straight away. The same payment options, postage costs and conditions apply with phone orders as webstore sales.

IS MY INFORMATION KEPT PRIVATE?

But of course! Your security is important to us and all online purchases in our checkout are done via a secure SSL. We do not hold your credit card or any other personal information and we absolutely do not pass on this information to any other third parties. Phone orders are processed immediately with all credit card details destroyed after the sale has been finalised.

If you have any questions about the security of your online purchase then please contact us anytime.

DO YOU ACCEPT GIFT VOUCHERS?

Yes we do. If you have an Alice Euphemia Gift Voucher that you wish to redeem online, please email or call through your voucher details, and we will generate a special code for you (and only you) to use online. The same applies if you have a Credit Note.

DO YOU SELL GIFT VOUCHERS?

Yes, we do sell Gift Vouchers through our online store. You can make them up to any denomination, rounded to the $20 or $50, and are issued in ‘Alice Dollars’ – shiny, indestructible currency that slips right into your wallet like cash.

I WANT TO PURCHASE SOMETHING ON YOUR ONLINE STORE BUT I DON’T HAVE A CREDIT CARD.

Just give the Shopgirls a call at the store on +61 3 9650 4300 or email us for alternate payment options, such as direct deposit or PayPal. Please note we cannot post any items until payment clears, which can take up to 5 days with these payment methods.

WHAT IF I BUY SOMETHING AND I NEED TO RETURN IT?

Easy! If you purchase something online and it doesn’t fit or you simply don’t like it, please notify us of your intention to return and call us or send us an email and we will issue you with a return authorization.

Then, simply send it back to us unworn, with all tags in tact within 7 days for an exchange, credit or refund minus postage costs and a $25 refund administration fee.

Any items returned without a return authorisation or with tags missing will not be accepted for exchange, credit or refund.

All returns are to be sent to our store address ;

Att: Online Returns

Alice Euphemia

Shop 6, 37 Swanston Street

Melbourne, VIC, 3000

We do not accept returns on items marked ‘final sale’, hosiery or underwear – all sales are final on these items so please be confident before you buy to avoid disappointment. The Shopgirls are always here to help or give you their opinion too, if you are not sure.

All return shipping costs and postage protection (i.e. tracking) must be covered by the buyer, as well as any extra return postage incurred for a change of size, colour etc.  Alice does not take any responsibility for returned items lost in the post.

CAN I RETURN SALE ITEMS?

Yes, as long as your return follows the return guidelines/terms of exchange above and is not marked as ‘final sale’.

DO YOU HAVE LAYBY?

Yes. If you see something you like on our online store and wish to layby, please give us a call at the shop on and we will happily arrange for you, as our online store does not support layby at this stage.

DO YOU PRE-ORDER?

Yes, we certainly do! Pre-ordering an item is an excellent way to ensure you get what you want when it hits the store. If you see an item on our webstore set to arrive at a later date, you can secure your purchase by placing a 50% deposit, or ‘pre-ordering’ the item so when it comes into store it’s yours! Our pre-order conditions are flexible and as follows;

-       All pre-orders require a 50% minimum deposit.

-       All pre-orders need to be paid in full within seven days of the item being received in store.

-       If your item arrives and you change your mind or it doesn’t fit, you are entitled to change it for another size within the seven day period (providing we have it in stock), exchange for a credit note or receive a refund of your deposit paid minus a $25 administration fee.

DO YOU GIFT WRAP?

Of course we do! It’s our specialty. If you are purchasing a gift online from us, simply specify that option at checkout and we’ll wrap your item up all pretty.

I’VE RECEIVED AN EMAIL SAYING MY ITEM HAS SOLD OUT.

At Alice we do our best to maintain an up-to-date stock inventory. Unfortunately sometimes there may be an occasion where the item you have purchased is not available anymore. In this case we will endeavor to try every possible avenue to find you your item from our suppliers, failing that we will refund you in full or exchange it for something else.

I WANT TO PURCHASE SOMETHING THAT IS SOLD OUT.

In that case, we would suggest you contact us directly by phoning the store or emailing us so we can try and get the item you want from our suppliers. We always try our absolute best to find what you’re looking for and in most cases we can! Plus it’s always worth asking us, as sometimes our inventory may be incorrect.

POSTAGE AND DELIVERY

HOW MUCH IS DELIVERY?

We charge a flat rate of $16 for Australia Post Platinum Express postage.

A flat rate of $50AUD is charged for all International orders

CAN I TRACK MY PARCEL?

Yes, you will receive all the information you need via email to track your package online when your item is dispatched.

You can also track the status of your online purchase via the Australia Post website <http://auspost.com.au/track/> or by calling us at the store or by sending us an email.

If you prefer to pick up your item from our store, please call the shop to arrange a phone purchase – do not proceed with your online purchase.

HOW LONG UNTIL I RECEIVE MY PACKAGE?

We hop down to the post box quite regularly, so I most cases you will receive your parcel the following business day if orders are placed before 2pm AEST the previous day.

Sometimes there are delays beyond our control, so to be safe please allow two days handling time, just in case! We cannot take any responsibility for delays after your item has been dispatched but we do strive to get your items to you as quickly as possible.

DO WE POST TO PO BOXES?

Yes!

DO YOU POST INTERNATIONALLY?

Yes, we do post internationally via International Express Courier at a flat rate of $50. If you would like to discuss alternate international postage options you are most welcome to contact us, however we do not recommend opting for any other postage method other than this as it is at your own risk.