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!

SHIPPING


 

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How long will my order take?

Production of your unique piece takes time and requires a number of processes. We like to make sure a high standard is maintained so we don’t want to rush it. Each piece has to be designed, machine cut and then finished by hand – all by us in our Sydney studio.

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’. During peak periods we may need the full production time.

Dispatch timeframes are a guide only and do NOT include delivery time. Timeframes quoted are business days and do not include weekends or public holidays.
If you require your items urgently please contact us. We’re always happy to help if we can.

Made to Order Timeframes

  • Wall prints, personalised prints, print sets: Typically sent within 5-7 business days.
  • Felt Ball Garlands: Typically sent in 5 days.
  • Mobiles, garlands, dreamcatchers and all wall hangings: May require up to 3-4 weeks production time.
  • 3D Plaques & Felt Ball Letters: May require up to 21 business days production time.
  • Cake Toppers & Bonbonniere tags: Please allow approx 2 weeks (contact us for urgent 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, we usually reply within 24-48 hrs.

How long does shipping take?

 

The quoted timeframes below are a guide only.
International Delivery: Please note that these timeframes don’t include any customs delay at either end.

Australia
Typical delivery time within Sydney Metro is 1-2 days, to most capital cities in 3-7 days and to most regional areas within 8-10 days.

New Zealand
Orders to New Zealand are sent via DHL. Typical delivery timeframes are 3-5 business days.

United Kingdom
Orders to the UK are sent via DHL. Typical delivery timeframes are 5-12 business days.

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

 

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. 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 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 for orders over $149 within Australia (excludes large and heavy items)

Free Shipping Items 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.

 

 

 

How much is shipping to New Zealand?

 

Delivery to NZ:

Estimated delivery 3-5 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

FREE SHIPPING for orders over $199 to NZ

We use DHL 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 levies by the destination country. The recipient is wholely responsible for any such charges.

 

 

 

Do you ship internationally?

We ship internationally via DHL. 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 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 wholely responsible for any such charges.

 

 

Can I add to 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.

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

Re-Delivery

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 for custom and personalised products.

ORDERS


 

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How long will my order take?

 

Dispatch timeframes are a guide only and do NOT include delivery time. Timeframes quoted are business days and do not include weekends or public holidays.
If you require your items urgently please contact us. We’re always happy to help if we can.

Made to Order Timeframes

  • Wall prints, personalised prints, print sets: Typically sent within 2-3 business days.
  • Foil Prints: Typically sent in 2-3 days but please allow up to 5 business days.
  • Felt Ball Garlands: Typically sent in 1-2 days but please allow up to 5 business days.
  • Mobiles, garlands, dreamcatchers and all wall hangings: May require up to 14 bus. days production time.
  • 3D Plaques & Felt Ball Letters: May require up to 21 business days production time.
  • Cake Toppers & Bonbonniere tags: Please allow up to 10 bus. days (contact us for urgent orders).

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’. During peak periods we may need the full production time.

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, we usually reply within 24-48 hrs.

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!

Can I add to 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.

Can I cancel my order?

As each personalised or custom product is made to order we cannot alter, re-do or refund orders once production has commenced. If we approve an order cancellation, 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.

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.

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

 

In the case that your item is fault, damaged or missing please contact us within 48hrs of delivery. For damaged or faulty items 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.

 

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.

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 natural bamboo ply or acrylic.

Bamboo Products
The bamboo is sealed with a clear coat to protect the bamboo finish to help maintain a long lasting rich finish for years to come.

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, are finished and painted 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 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.

PAYMENT METHODS


 

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What payment methods do you accept?

We accept:

  • Credit/debit card
  • PayPal
  • Afterpay

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.

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 or Facebook messenger, as a work from home mum I cannot always attend to phone calls.
info @ alexandme.com.au or www.facebook.com/alexnme

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. 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, 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.

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.

Pre-Xmas delivery guarantee closes 25th November. Any orders placed after this date will be processed as soon as we can but we cannot guarantee delivery before Xmas. (AU only) Dismiss