DELIVERY & RETURNS and Other Frequently Asked Questions *.
1. COLOURS & SIZES:
Colours
Each style is displayed in all available colours. Please remember that your computer’s colour resolution and monitor may render colours slightly differently.
Size:
Fit: The photos and fit-descriptions (e.g. fitted or tube as opposed to loose or oversized etc.) are a good indication of how an item will fit.
What Size am I? The sizes of the labels on this website are generally similar – for example, if you are usually a size 12 in Wish then you would usually be a size 12 in Alibi. However, as there are no national standard sizes, you may take a different size in the labels on this website as compared to some labels you have in your wardrobe. Therefore, please use the size chart below to determine your size for items displayed on this website.
US Sizes: Regarding US sizing, please keep in mind that Australian sizing is at least 2 sizes smaller than US sizing. This means that you need to go at least two sizes UP from your normal size:
If you are a US size 4, you’ll need to get a size 8 to 10
If you are a US size 6, you’ll need to get a size 10 to 12
If you are a US size 8, you’ll need to get a size 12 to 14 etc.
To be absolutely sure, please refer to the size chart above.
How to Measure:
Bust - Measure across your shoulder blades and across the fullest part of your bust, while breathing in and keeping the measuring tape parallel tothe floor. For most accurate results, please measure while in your underwear.
Waist - Measure around your relaxed waist. Keep one finger between the measuring tape and your body. For most accurate results, please measure while in your underwear.
Hip - Measure around your hips or your bottom, whichever is the fuller, while standing with your legs together and keeping the measuring tape parallel to the floor. For most accurate results, please measure while in your underwear.
Tall women - If you are above 5’8 (173 cm), you may need to allow for your height by ordering one size up from your size determined by the size chart.
Accessories
Some items are shown with accessories such as belts, bags or jewellery. This is for styling & how-to wear suggestions only. Any accessories are not included in the price of the item, but may be purchased separately if available. Please check the relevant section or, if it cannot be found, please email us with a detailed request.
2. POSTAGE & DELIVERIES
We use only trackable and secure delivery methods requiring a signature upon delivery.
AUSTRALIA - FREE Standard Shipping:
How long? Orders placed by 7pm (Sydney time) will be posted by eParcel or registered mail the next working day.
Delivery of standard registered parcels usually takes:
1-2 working days within Sydney
2-3 working days to other locations within NSW
3-5 working days to capital cities outside NSW
4-6 working days to other locations outside NSW
This means that you will receive your order within 2 – 7 working days of ordering, depending on where you live.
Please remember that during very busy times (e.g. before Christmas), the postal service may take longer, and that delays in the postal service are out of our control.
How much?
FREE - regardless of the type of item and the number of items ordered.
How is the parcel delivered ?
To ensure safe delivery, the cardholder and the addressee need to be the same person. Person-to-person registered parcels require your signature and ID on delivery. Parcels can be delivered to a home or work address. If you are not available to sign for the parcel, it will be redirected to the nearest post office.
AUSTRALIA - V.I.P Express - Australia Post eParcel Express or Platinum Express:
Available to certain postcodes only. Please refer Australia Post if uncertain if your postcode is within the covered zone:
www.australiapost.com.au
How long?
Orders received by 2pm (Sydney time) will be dispatched the same day.
Delivery times are overnight, except as noted on the Australia Post site above.
How much?
$9.00 - regardless of the type or weight of the item or the number of items ordered.
How is the parcel delivered ?
To ensure safe delivery, the cardholder and the addressee need to be the same person. Person-to-person registered Express eParcels require your signature and ID on delivery. Parcels can be delivered to a home or work address. If you are not available to sign for the parcel, it will be redirected to the nearest post office.
NEW ZEALAND - Registered Post International:
How long?
Delivery of standard registered parcels usually takes 3 – 9 working days.
This means that you will receive your order within 4 – 10 working days of ordering.
Please remember that during very busy times (e.g. before Christmas), the postal service may take longer, and that delays in the postal service are out of our control.
How much?
A$25.00.
How is the parcel delivered?
To ensure safe delivery, the cardholder and the addressee need to be the same person. Registered parcels require your signature and ID on delivery. Parcels can be delivered to a home or work address. If you are not available to sign for the parcel, it will be redirected to the nearest post office.
ALL OTHER COUNTRIES - EMS International Courier:
How long?
The parcel will take 3 to 7 working days, depending upon the destination.
How much?
Non-US: EMS International Courier satchel
Please Note: Shipping charges do not include any individual country's customs fees, tariffs or duties. For parcels greater than 1.0Kg additional charges may apply. You will be emailed regarding this if applicable.
Exchange Rate Estimator: XE Online Currency Converter
3. UNAVAILABLE ITEMS
Although we are doing our best to only display styles, colours and sizes that are in stock, it may happen on occasion that an item is unavailable.
Temporarily out of Stock: If a style, colour or size is temporarily out of stock, we will let you know within one working day when the item will be available again. You can decide whether you would like to wait for the item or whether you would prefer a full refund.
Sold Out: If an item is sold out, we will let you know within one working day that the item is sold out and refund the full amount to your credit card.
4. RETURNS
For returns to be speedily approved and processed, please log onto your account and click on "Return Requests" or, if you do not have an account, then please use the contact form or email info@alibionline.com.au. Please let us know your name and the name of the item you would like to return. The Returns Officer will respond within one business day.
What can be returned:
All garments are sent out with very large tamper-proof tags, attached in a prominent position on the outside of the garment. These tags must be intact, otherwise return eligibility is voided and a return is no longer possible.
If you change your mind, all items (except earrings) can be returned for an exchange or a store credit. Regular priced items can also be returned for a refund.
Items must be returned in their original condition, undamaged, unworn, unwashed, not dry cleaned, with all tags attached in the original way, in their original packaging, and must be returned by registered mail within 14 days of the date the item arrived at your post office.
Exchanges:
For an exchange, items must be returned in their original condition, unworn, unwashed, not dry cleaned, with tags attached in the original way, in their original packaging, and must be returned by registered mail within 14 days of the date the item arrived at your post office.
If you would like to exchange an item, please let us know the colour, size or item you would like in exchange.
If the item you are choosing in exchange costs less than the original item, the balance of the original item's purchase price (excluding original postage) will be credited to your original method of payment (for regular items) or a store credit will be issued (for sale items). If the item you are choosing in exchange costs more than the original item, then we will send a special link to purchase the difference.
Items must be returned in their original condition, unworn, unwashed, not dry cleaned, with tags attached in the original way, in their original packaging, and must be returned by registered mail within 14 days of the date the item arrived at your post office. Exchanges are processed within 14 days of the return parcel arriving at our post office. The exchange item will be posted to you free of charge.
Store credits:
For a store credit, items must be returned in their original condition, unworn, unwashed, not dry cleaned, with tags attached in the original way, in their original packaging, and must be returned by registered mail within 14 days of the date the item arrived at your post office.
Store credits are issued for the itme's purchase amount and, once established, can be accessed anytime via your Alibi Online account. Store credits are processed within 14 days of the return parcel arriving at our post office. Our store credits are valid for one year from the date of the original purchase.
Refunds:
Only regular priced items can be returned for a refund. Sale or price reduced items, special promotions, price reduced, or items with a special promotion code, or gift cannot be returned for a refund.
For a refund, items must be returned in their original condition, unworn, unwashed, not dry cleaned, with tags attached in the original way, in their original packaging, and must be returned by registered mail within 14 days of the date the item arrived at your post office.
Refunds are made for the purchase amount (less postage). Refunds are made to your original method of payment within 14 days of the return parcel arriving at our post office.
How to return an item:
Items must be returned in their original condition, unworn, unwashed, not dry cleaned, with tags attached in the original way, in their original packaging, and must be returned by registered mail within 14 days of the date the item arrived at your post office.
Please return items by Registered Mail to:
Alibi Online
Unit 1, 83 - 87 Wellington Street
St Kilda, Victoria, 3182
Please use Registered Mail. Please do NOT use standard mail or regular Express Post (red & yellow satchels). Although the red & yellow Express Post satchels have a tracking number, they do not require a signature on arrival and do get lost frequently. The only safe alternative to registered mail is Platinum Express (silver & yellow satchels), as it requires a signature on arrival.
5. PRIVACY AND SECURITY
Privacy:
To process your order we need to know your name and an address for delivery. In case there are queries regarding your order (for example if an item is sold out) we need to be able to contact you by email or phone. We do not collect any other information about you.
The information you share with us is kept absolutely confidential. It will not be sold to or shared with any other company or agency, unless required by a law-enforcement agency (for example in the case of fraud).
Occasionally we may let you know by email of promotions or changes on alibionline.com.au . If you prefer to not receive an occasional email, all you need to do is let us know at unsubscribe@alibionline.com.au, and we will remove your name immediately.
Security:
For your security, we use ANZ eGate and Pay Pal, a world leaders in secure online commercial transaction technology. The payment gateways encrypt, or translate, your order information into a highly indecipherable code, which is processed immediately. More details about ANZ's and Pay Pal’s comprehensive security can be obtained from their respective web sites.
6. GST, CURRENCY & PAYMENT METHODS
GST - All prices shown include 10% GST.
Currency - All prices are in Australian dollars.
International Customers - AlibiOnline.com.au bills your credit card in Australian dollars. PayPal or your credit card company convert the currency at the time of purchase. alibionline.com.au has no control over the conversion rate.
We provide 2 Payment Methods:
1. Visa or MasterCard
2. PayPal (PayPal Account, eCheque or also Visa or MasterCard)
7. CARING FOR CLOTHES & ACCESSORIES
Clothes:
Cotton, Rayon, Spandex, Polyester, Acrylic, Wool - To ensure the longevity of your clothes, we generally recommend cold hand wash while turning the clothes inside out and using gentle cleaning products (e.g. use wool wash, do not use bleaching agents).
Rather than tumble drying, your garment will live longer if you line-dry it in the shade. Knitted clothes are best dried flat.
Denim - For denim, we recommend cool gentle machine-wash and line-drying, especially if it’s stretch denim. To protect your denim’s colour, avoid bleaching agents, and dry it in the shade.
Silk - Dry cleaning is recommended.
Beaded, Embroidered, and Jeweled Clothes - are very delicate and need special care, so please be extra gentle even when hand washing.
Accessories:
Any jewellery (not just ours) will stay beautiful if you store it covered, for example in a jewellery box or pouch, or even a self-seal plastic bag.
The buckles and metal trims of any bags or belts (not just ours) will stay beautiful if you store your belts and bags inside your wardrobe.
Open air, direct sunlight, humidity, and different metals touching, will ruin any jewellery.
Help:
If you have any questions regarding care or storage of your clothes or accessories, please “Ask Alibi” or email us at info@alibionline.com.au and we’ll do our best to help.
8. CONTACT AlibiOnline
Email:
All Enquiries: click on the“ask Alibi”icon or email info@alibionline.com.au
Phone:
In Australia: 03 9529 1728
From other countries: + 61 03 9529 1728
10.30 am to 2.30 pm Melbourne Time, Monday to Friday(excl. NSW Public Holidays).
Please leave a detailed message if unanswered orifthe phone is busy.
Mail:
Alibi Online
Unit 1, 83 - 87 Wellington Street
St Kilda, Victoria, 3182
* AlibiOnline reserves the right to vary conditions at any time without notice