FAQs
Shopping with Us
Where are Alimasy products made?
Our products are all designed in Australia by our Founder, Wendy and responsibly made in China.
What does it mean when an item is “pre order”?
A pre-order is an item which is in transit to us from our manufacturer. All pre-order items have an estimated arrival date which is the date advertised on the product description and which we have been provided by our Shipper. Please note customs and transit delays can happen due to unforeseen or unpredictable reasons and this can delay our shipment delivery.
Please note all orders containing a mixture of current stock and per-order items will be held and the entire order will be shipped when pre order item has been received. If you would like to receive the other current stock items earlier, please purchase in two separate transactions.
If you would like an update on your pre order, please contact us.
Can I cancel my order?
Is you wish to cancel you order contact us as soon as possible!
Please note it may take us 1 business day to respond to you and we cannot cancel your order if it has been fulfilled and shipped.
What is your Returns Policy?
Please see our Returns Policy to find out more about our 30-day Change of Mind Returns.
Please contact us if you have any further questions.
Do You Allow Exchanges?
We don’t offer exchanges as these can be tricky for customers and a business to manage especially during busy shopping periods, and we would hate you to miss out on your preferred option being out of stock. To complete an exchange, we advise you place a new order for the item you wish in exchange and return the change of mind item. Please note the cost of all change of mind returns are incurred by the customer.
What Warranty Do You Provide?
We offer a lifetime warranty on all our products.
For more information about what this warranty covers and how to submit a warranty claim, please consult our Lifetime Warranty Page for more information.
I would love to order an item which is out of stock or sold out
Our website automatically indicates products are out of stock or sold out once all current inventory is sold to prevent overselling. Many of our prints are only used for one production run, however sometimes we will reproduce a print if it is extremely popular or has been requested. For products which will be restocked you can sign up on the product page to receive an email notification when restocks arrive. Please contact us to find out if new stock will be arriving.
Shipping
How quickly will you ship my order?
We aim to ship all orders within 24 hours, Monday to Friday (excluding public holidays). If you place an order at the weekend, expect your order to be shipped on the following Monday. If you place an order after 12pm, expect your order to be shipped on the next business day. Please bear in mind at busy shopping times such as Christmas & Back to School or during new releases it may take us slightly longer to ship your order and for the courier to deliver your parcel.
Can I pick up my order?
Yes, you can click & collect your order from our Gold Coast HQ. Address: 20/314 Burleigh Connection Road, Burleigh Heads, QLD 4220.
Opening Hours: Tues 0930 - 1400, Weds 0930-1400, Thurs 0930-1400.
Do you offer Instore Shopping?
Yes, we offer instore shopping at our Gold Coast HQ. Address: 20/314 Burleigh Connection Road, Burleigh Heads, QLD 4220. Check out opening hours here.
Opening Hours: Tues 0930 - 1400, Weds 0930-1400, Thurs 0930-1400.
Do you offer International Shipping?
Currently we only ship our products to New Zealand.
How much is Shipping?
Please consult our Shipping Information Page for current shipping rates.
I haven't received my order yet, what should I do?
You will receive an email with tracking details for your parcel as soon as it is collected by our courier. If you haven't received this email, check your spam / junk folders. In the first instance check the tracking details to see if there is a shipment delay such as bad weather, or the courier has left you a card to call.
You welcome to contact the courier company direct to discuss the delivery of your parcel, or alternatively please contact us and we will find out the reason for the delay, and anticipated delivery date for your parcel.
I have made a mistake with my order or the delivery address is incorrect
If you realise you have made a mistake with your order or have provided the incorrect delivery address, please contact us as soon as possible before your order is shipped. Once an order has shipped addresses cannot be changed. Please note you will be responsible for any costs associated with returning incorrectly ordered items, or redelivering orders returned to us.
Did we miss something or can we help you any further?
Please contact us: hello@alimasy.com.au