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FAQ's Help & Contact

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How can I prioritise the processing time for my order?
You must select & pay for the ‘Priority Processing’ option at the Cart page. This upgrade will bump your order to the top of the order processing queue. This will allow you to skip the 2-day processing time and have your order shipped within 1 Business day (AEST) guaranteed*.

**Business Day excludes weekends and public holidays that apply to QLD, Australia.

Are processing times different to shipping times?
Yes. Once your order has been packed and processed in the queue it then awaits to be shipped; delivery times then apply.

Please visit the Shipping & Delivery Times page for our available shipping methods & delivery times for your countries destination. You can find this page at the footer of the website. 

 

I need to change something on my order, how can I do this?
Yes, we can amend your order prior to having the order fulfilled and shipped. Please contact our customer care team as soon as possible, to ensure we have the change actioned.  

 

When will you ship my order?
Orders are processed and shipped Monday to Friday between 8:00am & 4:00pm AEST, excluding weekends and public holidays. If an order is placed after 11:00am AEST, it will be processed and dispatched the next business day.

During busy periods, processing times may take up to 3 business days. If your order is urgent, we suggest purchasing our Priority Processing option during checkout. 

 

Why was my order/ items within my order cancelled & refunded
Due to incorrect inventory levels, the item/s you ordered may become out of stock and no longer available, we promise these cases are rare. Our customer care team will attempt to contact you immediately – so we can offer an alternative style/size or refund the item/s or order. 

 

Can I cancel my order?
Yes, an order can be cancelled for a store credit prior to being shipped. If you prefer to cancel for a refund, the
following restocking fees will apply;

In-stock items - Refund minus 10%
Made-to-order items
- If your gown has commenced in production, refund minus 50%
- If your gown has not commenced in production, refund minus 10%

All cancellations for a refund will need to be approved by the management team. Please see our full cancellation fee & info policy here.

  

How do I know my order has been fulfilled/shipped?
Once your order is dispatched, an automatically-generated email from our shipping carrier is sent to your email address containing the tracking information for your parcel. Furthermore, you will also receive a fulfillment email from our online store confirming the shipment of your order.

 

I didn't receive my order confirmation email?
Please ensure to check your junk/ spam folders in case our emails are not successfully being delivered to your inbox. Or, you may have misspelled your email address during the checkout process - if this is the case, please contact us to correct this.

What is the verification process for?
Occasionally orders purchased with a credit or debit card are flagged by our fraud analysis tool as medium or high risk based on location or payment characteristics. Our team will require the authorisation of the cardholder before dispatching the order to ensure the purchase is not fraudulent.  

You are responsible to act accordingly and reply promptly to all post-order verification requests. A&N Luxe Label will not be held responsible for any delays made by us or you (the customer) due to fraud-preventative measures.
 

Why do you need to do this when my payment was made successfully?
These checks are a duty of care which we owe our customers to minimise fraud & to ensure our website is fraud-free and safe for our customers and our company.


What if my address is incorrect?
You will need to contact our customer care team as soon as possible to amend your address before dispatch. If you provide an incomplete address, you will be contacted for the correct shipping address before we can dispatch your order.

We suggest monitoring your email inbox to ensure there are no delays with processing your order in a timely manner.

Do you ship worldwide?
Yes. We ship to most countries within the USA, Australia, NZ, UK, Canada, South America, Asia, Europe & Middle East.

We do not currently ship to these countries or regions;
Afghanistan, Ascension Island, Chatham Islands (New Zealand), Iraq, Kosovo, Palestinian Territories, Somalia,Tristan da Cunha, Ukraine 

  

Do you provide free shipping?
Australian Customers:
 We offer Free Regular shipping within Australia on orders $200.00 AUD & over.
For Brisbane customers - we offer Same Day Delivery and a Click & Collect service.
For selected Queensland postcodes, we offer Saturday Delivery, more information on the coverage can be found here.

USA Customers: We offer Free Express shipping to the USA on orders $450.00 AUD & over.
NZ Customers:
 We offer Free Express shipping to NZ on orders $300.00 AUD & over.
UK & UAE Customers: We offer Free Express shipping on orders $450.00 AUD  & over.

All other international customers may have free shipping where a minimum spend amount is achieved. For exact shipping rates to your country; please refer to the following link: Shipping & Delivery Times

  

What is the full import costs of my international order? 
All of our shipping fees and delivery times can be found on our shipping page here.

If your order meets the import threshold for your Country - Duties and Taxes may be added to your total amount upon checkout. For further information – please refer to the ‘Duties & Taxes Information’ drop-down below.

 

Where do you ship from?
Brisbane Queensland, Australia

  

Do you offer a same-day delivery or a pickup service?
Yes, we offer a same-day delivery option within 50kms of our Brisbane location.

We also offer a free click & collect service from our Brisbane location that can be selected upon checkout, collection times are strictly Monday to Friday between 8am - 5pm AEST.

Please see our shipping table and delivery information here.

 

Do you ship to PO BOX or Military addresses?
We can only ship to PO BOX or military addresses via Australia Post. DHL Express is a courier service and requires a physical address for delivery.  

If an order with DHL Express contains a PO BOX or military address, our customer care team will contact you for a residential address or your order will be shipped with an alternative shipping method.

Do I have to pay additional import fees into my country?
Duties & Taxes may be collected at checkout and paid on your behalf to allow successful import clearance/ delivery of your purchase. If your order meets the import hreshold for your country (outside of Australia) - Duties and Taxes may be added to your total amount upon checkout, therefore no additional charges apply at time of import and delivery.

However, if you have not prepaid Duties & Taxes at checkout – you may be requested to pay these to international customs, upon the import delivery to your country.

For example, USA customers have a high import threshold of $800 USD before taxes & duties are applicable to the order, and as such not charged upon checkout. If the order exceeds this amount, taxes and duties may be
payable upon import into the country and must be paid to DHL Express before the order is delivered.

For your convenience, you can visit this duties and taxes calculator to estimate any additional costs relating to your purchase. These Import Duties & Taxes are unavoidable and are enforced by your country’s border protection laws.

 

What if I choose not to pay the requested import fees in my country?
If you choose not to pay the applicable import Duties & Taxes fee, DHL Express will deem the parcel as ‘rejected’ and return the parcel to sender.

Once the parcel has been returned to us, the following charges will apply: 10% restocking fee for the item/s, shipping costs paid by A&N Luxe Label, including all DHL Express administration fees. These costs will be subtracted from your final refund amount.

How do I return my item?

Simply visit our Return My Purchase! page, found at the footer of the website, under the Customer Care tab.

 

How much time do I have to return my item?
All eligible items must be returned to our warehouse within 30 days of receipt of your item. Returns that arrive outside of 30 days from the customer receiving the parcel (as per tracking details) will be denied and returned to the customer.

 

How long does it take to process my return request?
All return requests will be actioned within 3 business days from the date of lodgement. Before we can approve your request, we require you to make payment for a returns label using our DHL Express courier. This will be provided in your return lodgement confirmation email, relating to your country of origin.

Alternatively, you are welcome to return privately using a courier of your choice. We will email you with our return address once your return lodgement has been made under this return method and approved. You can also contact our customer care to obtain this, once a return request is made.

 

My order has been returned – how long does it take to receive my store credit?
Once your return has reached our warehouse – please allow up to 5 business days for our returns team to process your return and issue a store credit.

 

Can I return or exchange final sale or sample items?
No, our final sale and sample items cannot be returned or exchanged.

 

What is a store credit?
A store credit is an amount owed to you from us. For example, when you return an item to us, we return your money paid for the item in the form of a store credit.

Store credits are valid for 12 months from the date of issue and can only be used towards items - shipping costs are not included.

  

Can I exchange my item?
We can process an exchange in the form of a store credit only. You can then use the store credit to purchase your new exchange item.

  

How do I use my store credit
Simply enter your unique store credit within the ‘Gift card or Discount Code’ field upon checkout. This will apply the discounted amount to your total.

 

Why is my store credit not working?
A store credit may not apply at checkout for any of the following reasons:

- Your cart value does not meet the minimum spend amount, the issued amount must be used in full.
- The store credit has not been entered correctly – possibly incorrect spelling or added spaces.
- You must checkout using the same email address issued with your store credit.
- The store credit has expired – please contact our customer care team for assistance.
- You may need to try a different browser or clear the cache on the device you are using to checkout.

 

Can I get a refund if I don't like my item or just didn't receive it in time?
No, refunds are not permitted on incorrect sizing/change of mind/delivery delays. You will be issued with a store credit to re-order the correct size/style only.

Click here for more information on the returns policy.

 

What if I need a new exchange urgently?
If you need an exchange item urgently and cannot wait until we issue a store credit as per our returns process – you can opt for our Speedy Exchange Process. Once you have initiated a return for your item, our customer care team will advise
you to place a brand new order for the exchange item you require so that it is shipped to you immediately. (Please keep in mind production times still apply if you are exchanging to a made-to-order item.)

Once we receive your original returned item in perfect condition – we can then process a refund for the item/s amount.

If you receive free shipping on the exchange order – the new shipping fee will be removed from the total refund amount. (Free shipping is only eligible on your first order.)

Do you make custom garments?
Yes, we can customise most of our made-to-order styles on our website.

These can include;
Change the colour or fabric,
Adjust the neckline or back,
Add or remove a slit,
Add or remove sleeves
Add additional train length (depending on the garment & at special request only).

All other customisations will need to be confirmed & approved with a representative from A&N. You can contact our team via the contact page.

How do I obtain my Bust, Waist & Hips measurements?
Please refer to the visual size guide available via the size guide and model information page. If you are still unsure, please visit an alteration specialist, seamstress or dress-maker to obtain your measurements professionally. 

 

Can you alter my gown?
We can only customise what we advertise. A&N does not provide any post-order alteration services. All post-order alterations must be done by the customer. We sell garments as is, 'ready-to-wear'. A&N only offers customisation-options at time of purchase only. Please see FAQ’s above.

 

Do you cater for petite girls?
Most of our gowns are suitable for 5’4 & over, however, we have a range of floor length and midi dresses that can cater to shorter heights if preferred.
  

I am unsure about sizing & fit
Please get in touch with our customer care team via the contact page listed at the footer of the website with your standard dress size and measurements. From there, a customer care agent will be able to assist you in providing sizing advice.

What is a Made-to-Order Item?
Our Made-to-order items are gowns that are produced only once an order is made. The whole purpose of our made-to-order selection is to minimise carbon emissions and therefore we are more sustainable.

We cater to a range of sizes and offer XXS to 9XL in this collection.

These items require production time and are dependent on the fabric and style, these will all be displayed on the product page and must be read and agreed to – prior to purchasing.

You can find out more information on our Made-To-Order policy.


Can you make a gown to my measurements?
No, unfortunately we do not offer custom sizing on our online store. All made-to-order items can only be made in our standard size range, as listed on the product page.

For assistance with sizing, please contact our customer care team with your bust, waist and hip measurments.

 

What can I customise for my gown? 
Made-To-Order products can be customised in the following ways for a small fee (Please contact us for pre-approval before placing an order):

- Change the colour/fabric

- Change the neckline/back

- Add/Remove a slit

- Add/Remove sleeves

- Add additional train

Please contact our team for any further adjustments not listed above.

Can I custom make a gown from scratch?
We can accept special orders on simple dresses and styles with no beading or couture details.

You must send us the style you like for our confirmation/approval prior to making a purchase. Our customer care team is available via the contact form, live chat or email info@anofficial.com 


What is your cancellation policy regarding Made-to-Order garments?
An order can be cancelled for a store credit or exchange to an in-stock item instead, prior to being shipped. If you prefer to cancel for a refund, the following restocking fees will apply;

- If your gown has commenced in production, refund minus 50%
- If your gown has not commenced in production, refund minus 10%

All cancellations for a refund will need to be approved by the management team. Please see our full cancellation fee & info policy here.

Important Disclosure: If you have purchased a 'Custom Make Gown' we cannot accept cancellations, returns or exchanges under any circumstance. This design will be made specifically for you and will be a one-off piece, and as such cannot be resold.

Can I see the prices in my country's currency?
When visiting the A&N Luxe Label website, you will be greeted by a popup where you can easily choose your local currency. The Popup recommendation is shown based on the detection of the visitor’s IP address.

Alternatively, you can manually change the currency in the currency selector located at the bottom of our web page.  

For more information please visit our Payment Information Page, which is found at the footer of our online store. Please note, this service may not be available when checking out with one of our buy now, pay later options 

 

Why has the price increased at checkout?
If you are viewing the website in your local currency and are ready to check out in the payment section – prices may have changed to AUD as we are based in Australia.  

However, this is just a currency conversion and not an increase in price. If you would like to view the current currency conversion rates per country - you can find these on the XE website here.

 

Why are the website prices showing in AUD?
As we are an Australian based company, the default prices on our items may be set to Australian Dollars. You can, however, pay in your own country’s currency by selecting your currency in the available popup, or in the currency selector located at the bottom of our online store.

 What 'Buy Now, Pay Later' options are available in my country?
Australia
: ZipPay, Afterpay, Laybuy & Klarna

USA & Canada: Afterpay & Sezzle

NZ: Afterpay & Laybuy

UK: Layby & Clearpay

If you reside outside of these countries, we do not currently have Buy Now, Pay Later options available, however, we will endeavour to integrate these features into our website as soon as they become available.

For more detailed information regarding Buy Now, Pay Later options, click here   
  

Are there any terms and conditions when using these payment methods? 
1.
 Minimum spend requirement is $100 AUD per order to be eligible to checkout successfully using Afterpay/ ClearPay/ Sezzle/ZipPay & LayBuy, and a minimum of $35.00 AUD for Klarna.

2. Buy Now, Pay Later payment providers will pay A&N Luxe Label in full for your purchase, and you as the customer will repay the total order amount in instalments to your chosen Buy Now, Pay Later provider.

3. If you choose to return your order, you will continue making your scheduled repayments to your Buy Now, Pay Later provider until the total order amount is completed. Our returns team will then issue you a store credit as per our returns policy.

  

How do I pay back my selected provider for my purchase?
Afterpay / ClearPay, Sezzle & Klarna
- split your payments over four equal instalments due every fortnight. Nominate the card you want to use and automatic payments are scheduled for you.

Laybuy lets you receive your purchase now and spread the total cost over 6 weekly automatic payments, interest free.

ZipPay is an interest free payment solution that loans you up to $1,000.00 AUD with monthly term repayments.

How long does it take to receive a response to my email enquiry?
Our customer care team are available Monday to Friday 8am to 5pm AEST.

We endeavour to respond to all customer enquiries within 1-2 business days, during our opening hours (which excludes weekends & public holidays). During busy periods there may be an extended response time.

If you require an urgent response, we have a live chat option on our website or you can speak with our team directly on +61 7 3392 4246 during our operating hours.
 

Can I come in & try on clothing before I purchase?
No, we do not have a showroom or a retail store as of yet. If you are unsure of size or styles, you can check out our @anluxelabel Instagram where we repost our amazing customers for reference.

We also have an easy returns process if the item is not a perfect fit for you.

 

Do you have a physical store
Unfortunately, not at the moment, we are solely based online. However, we now offer a Click & Click service if you prefer to collect your order from our Brisbane location.  


I received my item, but the colour doesn't look like the colour in the photo on the website?
Please note, the colour of the garments displayed on this website may differ to the true and actual colour of the physical garment. Even though we strive our very best to display the true colour of the garment as accurately as possible on our website, many factors can have an impact on the colour you view on your device's screen/monitor.

These factors are but are not limited to: Monitor/Screen Type, Device age & Type, Display Settings or Lighting within displayed content.

For more images/content please refer back to our official Instagram video clips/photos @anluxelabel Furthermore, you can refer to our customer Instragram @anluxebabes containing true images of our loyal customers wearing our garments.