SHIPPING//REFUNDS//EXCHANGES

Orders may require a production and packaging period of up to five business days before they are ready for shipment.

Before, during and after public holidays and holiday seasons, shipping carriers may experience delays due to high demand. Please be aware that we do not have control over these delays, and we strongly advise placing your order well in advance to ensure it arrives on time. Should you require an item by a specific date, please contact us at hello@altlux.com.au. We will always endeavour to accommodate our sister's requests but cannot guarantee delivery dates. 

AUSTRALIA

Standard shipping within Australia is a flat rate of $10. Express shipping is a flat rate of $15.

The majority of orders are delivered within 14 days with standard shipping. Orders via Express shipping are delivered within 1-3 days.

Free delivery is available on orders above $280AUD

INTERNATIONAL

Please be aware that when it comes to international shipments, it's important to consider the possibility of duties and taxes for which you will be accountable. These charges are determined by the destination country, and we have no influence over their assessment. For more information regarding these fees, we recommend reaching out to your local border services.

A flat rate of $30AUD applies for all international shipping. Delivery times for international orders will vary between 14-28 days depending on country. 

At Altlux, we value your satisfaction and aim to provide a seamless shopping experience. To ensure clarity, here's a comprehensive overview of our order and shipping policies:

LOST PACKAGE/STOLEN GOODS

While we do our utmost to ensure successful deliveries, please note that Altlux is not liable if your package is lost or stolen. In the rare event this occurs, kindly reach out to the shipping carrier to initiate a missing package claim. We are committed to assisting you in this process.

WRONG ADDRESS

Accurate delivery details are vital. If your order hasn't been fulfilled yet, we'll collaborate with you to rectify any address errors. It's crucial to double-check your address information. In the case of a package return due to an incorrect address or missing unit number, you will be responsible for the shipping fee to redirect it to the correct address.

RETURNS/EXCHANGES

To uphold the quality of our products, all items are considered final sale and may not be returned, except when they arrive damaged. If you receive a damaged item, please notify us within three business days, and we'll promptly assist you.

CANCELLATIONS

Once an order is placed, it cannot be cancelled.

EXEMPTED GOODS FOR RETURNS

Certain items are exempt from being accepted for returns, including gift cards, sale items, and made-to-order or custom-made items. To initiate a return request, kindly reach out to us at hello@altlux.com.au with your order number and receipt or proof of purchase.

FAULTY/DEFECTIVE ITEMS

We want you to love your items as much as we do, If you encounter a fault or defect in your item, please contact us at hello@altlux.com.au. We will carefully assess the issue, and depending on its nature, we may offer to amend or fix the item. Please understand that the repurposing of custom pieces involves meticulous sourcing, and there are limited availabilities for pendants and charms. We adhere to stringent quality standards and only amend items when sourcing quality meets our standards.

BACK-SHIPPING

Unless an item is faulty or defective, you are responsible for covering the shipping costs when returning your item. Shipping costs are non-refundable, and any refunds may have the original shipping cost deducted. For items exceeding $75 in value, it's advisable to use a trackable shipping service and consider purchasing shipping insurance for added security during transit.

Please feel free to reach out if you have any questions or concerns regarding your order. Your satisfaction is of utmost importance to us, and we're here to assist you throughout your Altlux experience.