FAQs
Can't find the answer you're looking for? We've shared some of our most frequently asked questions to help you out.
SHIPPING AND DELIVERY
COVID-19 Delivery Update
All our parcels are delivered using Sendle, but due to the recent pandemic we have been informed that certain delays may occur.
Sendle have stated:
There are delivery delays in our network due to:
- reduction in air freight capacity and restrictions on domestic flights
- increased volume of parcels
- health & safety measures across our facilities
We are super sorry for any delays that may occur in the foreseeable future. If you have not received your order in 21 days after the purchase date, please contact us at the.alchemy@outlook.com
Do you ship internationally?
We offer Australia wide shipping but unfortunately do not offer international shipping at the moment. Please check back for any updates.
What are your shipping costs and timeframes?
- Sydney Local Delivery (1-3 Business Days) - $10
This is only available for locations within a 10km radius from Smithfield and Bonnyrigg- This option is temporarily unavailable due to the current restrictions in place for residents on Fairfield, Canterbury-Bankstown & Liverpool. - Australia Wide Standard Shipping (5-10 Business Days) - $10+ depending on current shipping rates from Sendle, the weight and size of the order
- Pick Up (1-3 Business Days) - This option is free and orders can be picked up from Fairfield or Bonnyrigg. - This option is temporarily unavailable due to the current restrictions in place for residents on Fairfield, Canterbury-Bankstown & Liverpool.
What do I do if I haven't received my order?
Please allow 21 days after the purchase date before contacting us at the.alchemy@outlook.com.
RETURNS, REFUNDS & EXCHANGES
If you are looking to return or exchange your order due to the product being faulty, defective, unusable and/or you have received the wrong order we will offer returns or exchanges within 14 days of receiving your order.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you would like to exchange your product, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted and the store credit has been processed, make a separate purchase for the new item.
Please note the following exceptions when returning or exchanging an item:
- Discounted items can not be returned or exchanged;
- Return items must have all tags and labels still on and be returned in original packaging;
- Returned items must not have visible signs of use unless approved by us.
- We will not accept an exchange or refund if you have made a mistake on your order and have not notified us within 24 hours from the date of purchase.
- We will not be held liable for any damages caused in transit.
To initiate the return, refund or exchange please email us at the.alchemy@outlook.com with your full name and order number in the subject line.
PURCHASING
Do you sell wholesale?
Yes we do. If you would like to enquire about our wholesale prices, please contact us via email at the.alchemy@outlook.com.
How do I make changes to an order I have placed?
Please notify us immediately via email if you have made a mistake and would like to make changes to your order. We will not accept any changes made after 24 hours from the date of purchase.
GIFT CARDS
When will my gift card be delivered?
Your gift card will be delivered instantly via email. Please remember to check your spam just in case the email goes into that inbox.
Do The Alchemy Gift Cards expire?
The Alchemy Gift Cards do not have an expiry date.
Can The Alchemy Gift Card be redeemed for cash?
No, The Alchemy Gift Cards are not redeemable for cash.