Shipping policy

SHIPPING POLICY Last Updated: 2 July 2026

This Shipping Policy applies to all orders delivered within Australia. We aim to provide a clear, reliable, and transparent delivery experience for all customers.

  1. Shipping Costs Standard shipping within Australia is free on all orders. There are no additional handling or processing fees charged at checkout.

  2. Processing & Delivery Times

Processing time: 1–2 business days Estimated delivery time: 3–5 business days after dispatch Order cut-off time: 12:00 PM (AEST/AEDT)

Depending on availability, certain items may be shipped from our warehouse to ensure faster processing and reliable delivery.

Delivery time may vary depending on courier volume, weather disruptions, local conditions, or remote-area delivery times.

Once your order has been dispatched, you will receive an email containing a tracking link.

  1. Customs & Import Fees Orders shipped from China may be subject to Australian customs duties, GST, or import fees. These charges, if any apply, are the responsibility of the customer.

  2. Address Changes If you need to update your shipping address, please contact us within 24 hours of placing your order. After dispatch, address changes are no longer possible.

  3. Order Cancellations You may cancel your order before it has been dispatched. Once shipped, cancellations are no longer possible. Items may still be returned in accordance with our Refund Policy.

  4. Delayed or Damaged Deliveries If your parcel is delayed or arrives damaged, please contact us: Email: info@alicianadgrace.com

For damaged parcels, please include clear photos so we can resolve the issue promptly.

Under the Australian Consumer Law, customers may be entitled to remedies for goods damaged during transit.

  1. Customer Support Customer Service Hours: Monday–Friday, 9:00–17:00 CET Email:  info@alicianadgrace.com

Support is provided from The Netherlands, with dedicated English-language assistance for Australian customers.

  1. Company Information This online store is operated by: Alicia & Grace, Sole Proprietorship Registration Number: 86627902 Business Address: Hurksestraat 19, Eindhoven, The Netherlands

For return instructions, please refer to our Refund Policy.

2) Retour- en terugbetalingsbeleid → Refund Policy

REFUND POLICY Effective Date: 2 July 2026

At Alicia & Grace, we want every customer to shop with confidence. This Refund Policy explains how you can return an item, request a refund, or request an exchange in accordance with the Australian Consumer Law (ACL) and our store policies.

Nothing in this Policy limits your rights under the ACL.

  1. 30-Day Change-of-Mind Return Window In addition to your rights under the ACL, we offer a 30-day change-of-mind return period from the date of delivery.

To be eligible for a change-of-mind return:

The item must be unused, unworn, and in original condition All original packaging, tags, and accessories must be included Proof of purchase (order ID or receipt) must be provided

Items that show excessive wear, damage, misuse, or modification after delivery may not qualify for a refund unless the item is faulty under the ACL.

  1. How to Start a Return To initiate a return, please contact us: Email: info@marlowemelbourne.com

Include your order number and the reason for your return.

We will provide:

Return instructions The correct return address A prepaid return label (if applicable)

Please do not send items back without contacting us first. This ensures your return is processed correctly.

  1. Return Shipping Costs Faulty, Damaged, or Incorrect Items (ACL Guarantee) If your item is faulty, damaged, or not as described, return shipping is free. Under the Australian Consumer Law, you may be entitled to:

a replacement, a repair, or a full refund,

depending on the nature of the failure.

Change of Mind (Store Policy) The customer is responsible for return shipping costs. We do not charge restocking fees.

  1. Refunds Once your return arrives at our returns centre and is inspected:

We will email you to confirm approval or rejection Approved refunds are processed within 5–10 business days to your original payment method Depending on your bank, it may take up to 14 business days for the refund to appear

If your return does not meet the eligibility criteria, we will contact you to discuss the available options.

Inspection timeframe Returned items are typically inspected within 1–3 business days after arrival.

  1. Exchanges If you wish to exchange an item:

Contact our support team first We will check stock availability We may advise returning the item for a refund and placing a new order

This ensures accuracy and faster processing.

  1. Faulty, Damaged, or Incorrect Items (Australian Consumer Law) If an item arrives damaged, faulty, or incorrect:

Contact us as soon as reasonably possible Provide photos, your order number, and a brief description

Under the ACL, you are entitled to a remedy if a product has a major failure or minor failure.

We will offer:

A replacement A repair Or a full refund

depending on the circumstances and your rights under the ACL.

This does not affect your 30-day store return window.

  1. Contact Information Customer Service Hours: Monday–Friday, 9:00–17:00 CET Email: info@aliciaandgrace.com

Support is operated from The Netherlands, with dedicated English-language assistance for Australian customers. We typically respond within 24 hours on business days.

  1. Company Information This online store is operated by: Alicia & Grace, Sole Proprietorship Registration Number: 86627902 Business Address: Hurksestraat 19, Eindhoven, The Netherlands

For shipping timeframes and delivery information, please see our Shipping Policy.