Thanks for shopping at Alex&Me!

We hope to answer any questions you have below, if there’s something we’ve missed feel free to contact us anytime – we’re always happy to help!

With thanks, 

Di + Rob xo

 

 

SHIPPING


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How long does shipping take?

 The quoted timeframes below are a guide only. These times do not include order production time.

Australia

Orders are sent with Couriers Please, Aramex or Australia Post. Typical delivery time within Sydney Metro is 1-2 days, to most capital cities in 2-7 days and to most regional areas within 8-10 days.

INTERNATIONAL DELIVERY:
Please note that these timeframes don’t include any customs delay at either end.

New Zealand
Orders to New Zealand are sent via courier or Australia Post. Typical delivery timeframes are 3-5 business days but may take longer due to processing or customs delays.

United Kingdom
Orders to the UK are sent via courier or Australia Post. Typical delivery timeframes are 5-12 business days.

Rest of the World
All international order are sent via courier or Australia Post. Typical delivery to the rest of the world range from 5-14 business days..

 

Do you offer a pick up option?

Yes we do! Pick up is available Mon-Sat from Peakhurst NSW 2210 (in Southern Sydney). Prior notice is required for pick ups so we can ensure your order is available for you when you arrive. We do ask if you could please have your order collected within 7 days of receiving your pickup notification.

Please note that pick up orders are packaged without the protective packaging required for courier/Australia Post transit. Our postage fees include protective packaging.

Once the items have been handed over to you (or your appointed pickup person) no responsibility will be accepted for damage claims. Some of our items are fragile so please handle with care!

How is my order posted?

We use couriers and Australia Post, chosen at our discretion. All Australian orders include parcel tracking to your door via courier or Australia Post (unless a non tracked option is selected at checkout). Tracking details will be provided directly to you from the courier service. PO Boxes & Remote areas will be sent via Australia Post.

Free Shipping Items will be posted via a method chosen at our discretion. In most cases this will be Australia Post untracked. If you require tracking for these items please choose ‘Flat Rate’ at checkout.

New Zealand

Orders to NZ are sent via Australia Post or courier and will include tracking.

How much is shipping within Australia?

 

Delivery to Australia:
Flat Rate Australia Wide $9.95 (sent via courier or AusPost. Includes tracking)
Small Item Shipping $6.95 (Sent via courier or Australia Post. Tracking included.)
Large/heavy Item Shipping $14.95 or $19.95 quoted at checkout (Sent via courier or Australia Post. Tracking included.)

Free Shipping Items (eg A4 wall prints) will be posted via a method chosen at our discretion. In most cases this will be Australia Post untracked letter. If you require tracking for these items please choose ‘Flat Rate’ at checkout.

 

 

 

Do you ship internationally?

We ship internationally via DHL or Australia Post. Shipping costs for the UK and Denmark are calculated at checkout.

For all other countries please contact us for a shipping quote.

New Zealand

Estimated delivery 5 business days for parcels. Timeframes are a guide only and do not include customs delays.

Prices in Australian Dollars

New Zealand Flat Rate : $15

Large/Heavy Item Shipping: $18.95

We use DHL or Australia Post for all international orders. All international orders will be sent with tracking.  Once your order has been dispatched we will not be held responsible for incorrectly provided addresses, late, lost or damaged products.

Orders shipped outside of Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient is wholly responsible for any additional charges.

How much is shipping to New Zealand?

 

Delivery to NZ:

Estimated delivery 3-7 business days for parcels. Timeframes are a guide only and do not include any possible customs delays at either end.

Prices in Australian Dollars

New Zealand Flat Rate : $15

Large/Heavy Item Shipping: $18.95

Once your order has been dispatched we will not be held responsible for incorrectly provided addresses, late, lost or damaged products.

Orders shipped outside of Australia may be subject to import taxes, customs duties and fees levies by the destination country. The recipient is wholely responsible for any such charges.

 

 

 

What happens if my order is returned due to non-delivery?

Re-Delivery

Not all drivers will leave a card at your door after an unsuccessful delivery attempt, so we highly recommend keeping an eye on your online tracking.

If for any reason a parcel has been returned to Alex+Me a re-delivery fee of $15 will apply. It is the customers responsibility to ensure address provided is correct and can be delivered to within business hours. In the event that no one is home to accept a parcel, it is customers responsibility to collect from Australia Post Offices or Courier Collect agents (where applicable), or be available to receive upon re-delivery. If the customer chooses not to get the parcel redelivered, unfortunately we cannot issue refunds.

My item is for a special occasion and required by a specific date, how can I let you know?

Please check our current timeframes and contact us prior to ordering if your event date is close to our current dispatch timeframe. We can then confirm for you whether its possible to prioritise your order.

We do ask that you provide your event date in the “Event date/required by” field at the checkout.

Please note that providing a date helps us dispatch your order but is not a guarantee of delivery. We will do our best to dispatch your order in a timely manner, but we cannot control what happens once the order leaves our premises so no refunds will be given for ‘late arrivals’. We understand that some events are being planned last minute so we’re always happy to accommodate urgent orders where possible provided you contact us prior to ordering. 

ORDERS


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How long will my order take?

Dispatch timeframes below are a guide only and do NOT include delivery time. Public holidays may increase dispatch timeframe.
Timeframes may increase during the peak seasons. 

If you require your items urgently please contact us prior to ordering. We’re always happy to help if we can.

Most orders are usually processed within 5-10 business days for your items to be created with love, carefully packaged and sent. While we can usually dispatch sooner than the stated time frames, we prefer to under promise and over deliver allowing us a little ‘wriggle room’.  Please note that the stated timeframes may increase during peak seasons (such as Valentines Day, Mothers Day, Fathers Day, Easter, Christmas etc.)

The timeframe on your order largely depends on where we’re at in our production schedule and on the type of item/s you are ordering. Some items may be sent within a couple of days, whereas other items will require the full timeframe. Please contact us if you need something fast – we can usually accommodate rush orders!

If you create an account when placing your order, you can login at any time to view the current production status of your order. Feel free to email us anytime for a status update.

Shipping notifications will be sent when your order is complete.

Production of your unique piece takes time and requires a number of processes. We like to make sure a high standard is maintained with all our creations. Each piece has to be designed, machine cut and then finished by hand – all by the two of us in our Sydney studio. 

I need it now! Do you do rush orders?
We understand that sometimes you just need it NOW! We always try to help when we can, but it is not always possible. In some cases you will need to pay our rush order fee of $15. However please get in touch before ordering to confirm if the fee would be applicable to you and if your timeframe is possible. Please bear in mind that at all times we have an order queue, and hubby and I are busily working hard to process all orders so we cannot always prioritise a rush order, but when we can help we will!
What's Next & Order Confirmation

STEP 1 – CONFIRMATION
Once you’ve placed an order you should receive an order confirmation via email and SMS (if a mobile number is provided). Please check your spam folder if your email is not received. Please check over the details of your order to ensure all details are correct. It is important to get in touch asap if there are any errors on your order, as there may be additional fees to make changes once artwork has been designed.

STEP 2 – ARTWORK
After an order is placed it will be added to the artwork queue for the design stage. Some items will require artwork approval from you prior to production (it will be mentioned on the product page if artwork previews are going to be sent).

STEP 3 – PRODUCTION
We will make your order with love and care.

STEP 4 – DISPATCH
Once your order is sent, you will be notified via email. Tracking details (if applicable) will be emailed to you.

STEP 5 – DELIVERY
We hope you love your goodies as much as we loved creating them! Enjoy xx 

Can I add to or change my order once it's been placed?

Please contact us ASAP to check on the status of your current order. If it has not been sent yet then it is no problem to add additional items. Please note that adding items to your order may delay your order dispatch.

Sometimes, during non-peak periods, we can make changes to an order depending on the progress of the order. However please understand changes are not possible during peak periods, such as during the lead up to Easter, Christmas or other special occasions. Please make your selections carefully.

Will I get a preview of my order before its made?

Some items will be sent to you for approval prior to production. This will be stated on the product page for products this applies to.

The artwork proofs provided are designed for you to proof read for any incorrect details or spelling errors and to view/select product layouts.
-Hole placements (if holes & string have been requested) will be indicated on the layout.
-Proofs are NOT for colour proofing. If any colours are shown, they are indicative only and may not reflect actual colour.
– We do ask that you advise any change requests all at the same time. You receive ONE round of revisions to the artwork free of charge. Multiple changes may incur artwork fees.
– As we have provided a font previewer on our website, any font changes may incur artwork revision fees.

Double check all details and layouts are correct before approval. Please confirm your artwork via email.

Alex+Me will not accept liability for any errors once the artwork has been approved and product made.

If you notice any errors after approval please get in touch straight away to see if you can catch us before we begin production.

We DO NOT provide artwork previews before a purchase is made. 

 

Can I add to or change my order once it's been placed?

Please contact us ASAP to check on the status of your current order. If it has not been sent yet then it is no problem to add additional items. Please note that adding items to your order may delay your order dispatch.

Sometimes, during non-peak periods, we can make changes to an order depending on the progress of the order. Fees may be applicable if artwork has already been created for your order. However please understand changes are not possible during peak periods, such as during the lead up to Easter, Christmas or other special occasions. Please make your selections carefully.

Once artwork has been created, changing your order to a different product will incur additional fees. This fee will vary depending on how significant the changes are.

Can I cancel my order?

 

Please check your order details and our production timeframes before checking out an order, because once an order is placed and confirmed we cannot accept cancellations. Where no work has been commenced on your order, we may be able to cancel your order and offer a STORE CREDIT only. In some circumstances if a cancellation is accepted and refund needs to be issued, a 10% cancellation & admin fee applies. If we approve an order cancellation once work has commenced, we reserve the right to retain a percentage of the order value depending on the amount of work that has been done on the order.

 

What happens if my item is faulty, arrives damaged or items are missing?

In the case that your item is faulty, damaged upon arrival or items are missing from your order please contact us via Email within 48hrs of delivery. For damaged or faulty items we will need photos emailed to us to verify the fault/damage.

Faults: In the case of faults, if we can verify that the item was faulty we will dispatch a replacement as soon as possible.

Damaged items: For items damaged in transit, please follow directions below for damage claims.

I have received my item damaged, what do I do?

We recommend inspecting your items prior to removing from packaging. If your items have been damaged in transit we suggest taking a photo of the damaged item along with the packaging.

Deliveries via Australia Post:

Australia Post require the recipient to make the claim for damaged items. To submit a claim for compensation from Australia Post. We recommend lodging your claim within 48 hours of delivery via the link above. Compensation claims can only be made within 30 days of delivery. 

Once your claim has been lodged, please email us your claim/reference number and photos of the damage. We will keep you updated with any information Australia Post provides us and advise whether a replacement or repair is possible.

Deliveries via Courier:

Please take photos of the damaged item along with the packaging and email to us within 48hours of delivery. Damage claims beyond this timeframe cannot be accepted. We will then advise you of the next steps and whether a replacement or repair is possible. 

My item fell off the wall and is now damaged, can you replace it?

Please handle all items with care. Acrylics are particularly fragile and must be handled carefully. We supply mounting recommendations with all our products, however these are recommendations only. The customer is responsible for assessing the most appropriate fixings for your particular wall surface or installation requirement. Please ensure you use a quality product to mount your items, for example 3M foam mounting tape or picture hanging strips, and follow the adhesive/hook manufacturer instructions to ensure adequate fixings for the weight of your product. We cannot be held responsible for accidental damage and unfortunately cannot offer replacements for damage due to falling or mishandling.

Our products are not designed to withstand being dropped, bent, placed under pressure or handled roughly. Look after your A+M goodies and they will last a many years.

I forgot to use a promo code when I checked out, can I get a refund for the difference?
Sorry, we unfortunately cannot apply discount/promo codes after an order has been placed. Please make sure you apply any codes to your cart before confirming your order.
I just placed an order and now there is a sale, can I get a refund for the difference?
Sorry, unfortunately this simply comes down to unlucky timing. I understand it can be frustrating and while we can’t apply the discount for you this time if you sign up to our mailing list we’ll make sure you’re notified of all sales and VIP promos.

OUR PRODUCTS


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What are your products made from?

We make most of our products using wood, vinyl or acrylic.

Wood Products

Please note that wood grain direction, texture and finish will vary from piece to piece. If you have a particular requirement regarding grain direction, please add to your order notes. As these product are made from natural materials and are finished by hand, no two products will be identical and minor imperfections may be present – we like to think it makes each piece all the more unique!

Acrylic Products

Acrylic can be very delicate and must be handled carefully. Please follow our use and care recommendations provided with your order to get the most out of our products. Handled carefully, they should last for many years to come.

Where are your products made?

We make all our products in our Sydney based studio. We take pride in our products and great care is taken in creating your custom products.

We design, cut and create in-house. This means we have complete control over the whole process allowing us the flexibility to custom design in nearly any way you desire.

Are your products designed for children?
Our kids decor and event decor items are for decorative purposes only. They are not toys and are therefore not designed to be played with. Keep out of reach of children under 3.
Product Photos

While we will not share or sell your personal details, we do occasionally take photos/videos during the process of production of our products. We will often capture behind the scenes ‘making of’ videos/photos of our products and we often take videos/photos of the finished product. We may choose to share these videos/photos of our products featuring your images/photos/logos/names on them for promotion and marketing purposes on our digital channels (including, but not limited to: our website, our social media, our emails). You can request for products with your images/photos/logos/names not to be used for our promotional purposes by requesting it in your order notes when placing your order or emailing us at info@alexandme.com.au with your order number and request not to include any of the pieces from your order in our image/video promotions and marketing.

Artwork proofs. What are they and will I get one?

Some items will be sent to you for approval prior to production. This will be stated on the product page for products this applies to. 

The artwork proofs provided are designed for you to proof read for any incorrect details or spelling errors and to view/select product layouts.
– Hole placements (if holes & string have been requested) will be indicated on the layout.
– Proofs are NOT for colour proofing. If any colours are shown, they are indicative only and may not reflect actual colour.
– We do ask that you advise any change requests all at the same time. You receive ONE round of revisions to the artwork free of charge. Multiple changes may incur artwork fees.
– Once artwork has been created, changing your order to a different product will incur additional fees. This fee will vary depending on how significant the changes are.
– As we have provided a font previewer on our website, any font changes may incur artwork revision fees.

Double check all details and layouts are correct before approval. Please confirm your artwork via email.

Alex+Me will not accept liability for any errors once the artwork has been approved and product made.

If you notice any errors after approval please get in touch straight away to see if you can catch us before we begin production.

PAYMENT METHODS


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What payment methods do you accept?

We accept:

  • Credit/debit card
  • PayPal
  • Afterpay
  • ZipPay

CREDIT CARD PAYMENT

We take website security very seriously. All credit card payments are processed via world class encryption provided by eWay. eWAY is a global payment provider, processing secure credit card payments for some of the biggest online and department stores around the world.

No customer credit card data is ever stored on our website. If you elect to save your card details, this will be held securely with eWay.

PAYPAL

We also offer secure payment with PayPal. If you select this method please note that you will be redirected to the PayPal site for payment.

Afterpay - Get it now, pay later interest free!

Buy what you want today, pay for it over four equal fortnightly installments. Use your debit or credit card, get approved instantly.

Afterpay use an automated approval engine, if your order is being declined please contact Afterpay for help.

Afterpay does not charge any fees or interest to shoppers. Afterpay may charge late fees if your scheduled payments are unsuccessfully processed and, after being notified, you do not log in to your Afterpay account to make your payment via a different method.

Use of Afterpay is an agreement between you and Afterpay. For any issues or questions please contact Afterpay.

For more information please visit https://www.afterpay.com or call Afterpay on 1300 100 729

Please note that any orders processed with Afterpay that are subsequently cancelled by the customer will incur a 10% fee. This fee is to cover Afterpay transaction fees and admin costs. Afterpay is only available for website purchases and cannot be used for custom orders.

RETURNS & REFUNDS


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Do you offer refunds?

Customer satisfaction is our number one aim so should you have any concerns regarding your product please get in touch straight away.

Our best method of contact is via email, as a work from home mum I cannot always attend to phone calls.

info @ alexandme.com.au

Custom Made Product Return

As each personalised or custom product is made to order we cannot cancel, alter, re-do or refund orders once production has commenced. Refunds are not available for change of mind or late arrival of items. In the case of incorrect details provided by you or change of mind please contact us ASAP to seek production status. Customers with an account can login at any time to view the current production status of their order.

If you have any questions just ask, we’re here to help!

 

What happens if my item is faulty or arrives damaged?

In the case that your item is faulty or damaged, please contact us within 48hrs of delivery. We will need photos emailed to us to verify the fault/damage. If we can verify that the item was faulty we will dispatch a replacement as soon as possible.

For damage in transit claims photos must show the item in it’s original packaging and protective films intact (if applicable). Please keep all packaging sent with your item.  If an item has been removed from it’s packaging you may not be eligible for a replacement. 

For pick up orders – Once the items have been handed over to you (or your appointed pickup person) no responsibility will be accepted for damage claims. Please note that pick up orders are not packaged appropriately for courier handling through depots etc. 

 

My item fell off the wall and is now damaged, can you replace it?

Please handle all items with care. Acrylics are particularly fragile and must be handled carefully. We supply mounting recommendations with all our products, however we cannot be held responsible for accidental damage due to mishandling. Please ensure you use a quality product to mount your items, for example 3M mounting tape or picture hanging strips, as we unfortunately cannot offer replacements for damage due to falling or mishandling.

Our products are not designed to withstand being dropped, bent, placed under pressure or handled roughly. Look after your A+M goodies and they will last a many years.