FAQ's Help & Contact
CURRENCY & CONVERSIONS
Why are the website prices showing in AUD?
As we are Australian Based, the default prices on all items are set to AUD. You can however, pay in your own countries currency by selecting your currency in the available popup, or in the currency selector located at the bottom of our online store.
How do I make payment in AUD (Australian Dollars) if i don't have an Australian bank account & i don't live in Australia?
Your bank/financial institution linked to your chosen payment method (credit card, PayPal etc) will process the payment in your local currency. This will be reflected in your statement. This is automatic and all you need to do is select the ‘Pay Now’ button.
How does your website know my currency?
All prices displayed on the website will automatically change based on the selected currency from the dropdown. The Popup recommendation is shown based on detection of the visitors IP address.
You can also manually 'select a currency' by clicking the dropdown displayed at the bottom of the website. A drop-down menu will appear which you can scroll down to view a list of the many currency options available to you.
Can I checkout with my country's currency?
After switching your currency, you are automatically eligible to pay in your country's currency. 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
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 long does it take to receive a response regarding my return request lodgement?
All return requests will be actioned within 1 business days from date of lodgement. Additionally upon approval, all returns will be processed within 3 business days of physically receiving your item. In total, please allow 5 business days at most for your return to be fully finalised.
Where do I return my item?
Once you have lodged your 'Return Request', our returns team will review your request. Once approved, you will receive emails containing the return shipping address & further instructions on how to return your item.
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. In other words, your item/s must arrive at out warehouse no later than 30 days of receiving it. 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.
STORE CREDIT & COUPON CODE
What is a store credit/coupon code?
Store credit is the amount owing 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/coupon code.This code is what you require, to use your store credit amount owing to you.
How do I receive my store credit?
You will receive your store credit (in the form of a unique coupon code issued to you by our returns team via email) when your returning item/s are in our physical possession, have been physically inspected and met our returning conditions.
How do I use my store credit?
You can use your store credit by entering your 'unique issued coupon code' at the checkout page. You will find a 'white field box' at the checkout page reading 'Discount' within it. Enter the code here, then hit 'Apply' to activate your coupon code to your purchase.
My coupon code isn't working? Why?
This could be due to any of the following reasons:
You may have unintentionally entered unnecessary spaces, symbols and/or characters within the code. Simply backspace before the code and delete any entered spaces after the code if required. Please also ensure that only letters and numbers are entered. Nothing else. You are not using the correct email in conjunction with your store credit code. Your purchase did not meet the conditions of the coupon code. Your code may have expired. Contact us, so we can further assist.
For more information on store credit, please visit our Returns Policy Page.
ORDER INFO & PROCESSING TIMES
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.
How do I know my order has been fulfilled/shipped?
Assuming you have provided your accurate email address; when an 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.
What does shipped/ dispatched/ fulfilled mean?
These 3 words have the same meaning. If you see either of these words on our website or by our customer care agents, it simply means your order has been shipped and it is on its way to you.
When will you ship my order?
Orders are processed and shipped Monday to Friday between 9:00am & 3:30pm AEST, excluding weekends and public holidays. If an order is placed before 3:00pm AEST, it will be endeavoured to be processed to be dispatched that same day. However during busy periods, processing times may take up to 2 business days at the very latest.
Is 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 country destination. You can find this page at the footer of the website.
How can I prioritise the processing time for my order?
When you select & pay for ‘Priority Processing’ 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. The fee charged for this upgrade fluctuates depending on the volume of orders we receive.
Can I cancel an order after I make payment?
No. Once you place an order via our website it cannot be amended or cancelled. Please choose carefully when placing an order on our website.
In extreme circumstances, a refund is permissible with a RESTOCK PENALTY being applied. This means 50% of the total amount paid for your garment will be immediately subtracted from the total refund amount & your order closed. This 50% is exclusive of all additional return-shipping fees. (i.e. paid shipping fees by A&N to send the item to you & return the item us - if applicable).
I need to change something on my order, how can I do this?
Please choose carefully as we cannot amend orders after 12 hours of order placement. Unless you are approached by one of our customer care agents to do this, due to stocking issues/delayed arrival dates on our end.
Why was my order/ items within my order cancelled & refunded?
Due to an unforeseen event, the item/s you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item within your order does become unavailable, you will be contacted within 24 to 48 hours about the change/cancellation. If your order contains additional items in stock, these items will still be shipped to you and the unavailable item/s will be removed from your order & refunded.
STORE TRADING TIMES/DAYS & ALL OTHER
STORE TRADING TIMES/DAYS & ALL OTHER
Do you have a physical store?
Unfortunately, not at the moment. We are exclusively based online, from Australia.
Can I come in & try on clothing before purchase?
No, we do not have a showroom or a retail store as of yet. However, we allow returns for sizing/style concerns. Please refer to our Returns Policy for more information regarding returns.
How long does it take to receive a response to my email/enquiry?
We work Monday to Friday 8 AM - 5:00 PM AEST.
Usually, we respond to all customer enquiries within 12-24 hours during business hours (which excludes weekends & public holidays). During busy periods it may take longer. Please be patient as we do not ignore emails. We will acknowledge all emails within our time frame.
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.
Factors include, but are not limited to: Monitor/Screen Type, Device age & Type, Display Settings, Flash/Lighting within displayed content.
How do I track my parcel?
At time of shipment, you will receive x2 emails from us.
Fulfilment email containing your tracking number, acting as confirmation of shipment. An additional informative email reminding you of tax/duties implications on your parcel (if any) including additional tracking links relevant to your country.
You will also receive a separate email from our shipping partner, confirming creation of your shipment. This email will also usually contain your tracking information.
How else can I track my parcel?
We have a tracking tool built within our website on the 'Shipping Info & Delivery Times' page. Simply click on the 'Track Order' button within this page and follow the instructions to track your order. You will be required to either provide your email/phone number, the order number or the unique tracking number provided to you.
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 size in CM or INCHES.
What is a Made-to-Order Item?
All A&N Collection garments purchased are made-to-order.
No A&N collection garments are held in stock. An A&N Collection garment is considered a Made-to-Order garment regardless of whether your purchase consisted of a standard size OR if your purchase consisted of customizations.
What can I customise for my gown?
Made-To-Order products can further be adjusted 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
If you wish to make any changes which are not listed above, please contact our customer care team to see if it is possible.
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 firstname.lastname@example.org
What is your cancellation policy regarding A&N Collection Made-to-Order garments?
We have a strict no cancellation policy on all A&N Collection styles (some exemptions allowed):
In an event where the occasion dress is no longer required, due to any unforeseen circumstances either by yourself or A&N Luxe Label, cancellation of the Made-to-Order item that does not have specific customisations provided, may be permitted with the acceptance of a 50% Production-Fee Penalty.
This penalty means 50% of the total amount paid for your garment will be immediately subtracted from the total refund amount & your order closed.
Important Disclosure: If you provide your measurements/ customisations when placing your order, this dress will be made specifically for your body shape & will be a one-off piece. Due to this, we cannot accept cancellations, returns or exchanges under any circumstance, as we cannot resell the item.
Can I refund a Made-to-Order Garment?
A&N Luxe Label is not held liable for any unforeseen delays that may occur if you wish to purchase a Made-To-Order item. So please take extra care when placing your order, as we do not issue refunds for unexpected delays, change of mind, sizing changes or sudden cancellations.
SHIPPING & DELIVERY TIMES
Where do you ship from?
Brisbane, Queensland, Australia
Do you ship worldwide?
Yes. We ship to all countries within all continents, including but not limited to: USA, Australia, NZ, UK, Canada, South America, Asia, Europe & Middle East.
How do I know the shipping cost to me?
All of our shipping fees and delivery times can be found on our 'Shipping & Delivery Times' page which is accessible via the footer of the website.
Do you provide free shipping?
Yes, we do!
Australian Customers. We offer Free shipping within Australia on orders of AUD $200.00 & over. (Tracking included & most parcels attract signature on delivery).
International Customers. We offer Free shipping for the United State orders of AUD $450.00 & over. (Tracking & signature on delivery included on all parcels)
For more information regarding our Shipping & Delivery Times, please visit the available link at the footer of the website.
DRESS & SIZING
Do you make custom garments?
Yes, we custom-make some gowns based on your measurements. Measurements include: Bust, Waist, Hips & Height.
Other customisations can include: change the colour/fabric, change the neckline/back, add/remove a slit, add/remove sleeves and add additional train (depending on the garment & at special request only). All other customisations are not guaranteed & will need to be confirmed & approved with a representative from A&N. You can contact our team via the contact page listed at the bottom of the website for approval.
Furthermore, for a gown to be made to your measurements, the garment must have the 'Custom' option on the product page, beside the other standard sizing options. If you do not see this ''Custom' option, then the garment is not available for custom sizing.
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. Unfortunately, A&N does not provide any post-order alteration services including but not limited to; heigh customisation and tailoring. All post-order alterations must be done by you, (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?
Our garments are suitable for customers 5"4 & over.
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.
IMPORT CUSTOMS, DUTIES & TAX
Do I have to pay additional fees upon clearance of my parcel by Customs in my country?
Yes (Excludes USA & Australia). All Customs Duties & Taxes are to be payable by you, to Customs, at the time of import into your country. This fee is required for a successful delivery of your item/s.
Important Disclosure: AN Luxe Label does not collect any import-related Duties/ Taxes from the customer. Your order will be exclusive of Duties & Taxes (ie. GST/ VAT) which will only become due & payable at your country’s border. This is not put in place by AN Luxe Label, but by your country’s border protection officials.
What if I refuse my shipment due to these Taxes/Duties/Customs/Collection fees imposed on my shipment?
In the event you refuse an international delivery, due to the taxes/customs duties imposed on your shipment or for any other unforeseen circumstance; the following charges will apply: 50% restock fee plus any shipping costs paid by AN Luxe to ship the parcel to you. Return-shipping fees may apply if incurred.
What does re-stock fee mean?
This only applies when you refuse collection of your parcel and must be returned back to us; or in the event we are threatened to cancel orders (which is against our online store policy). In this non-recommended event, 50% of the total amount paid for your garment will be subtracted from the total refund amount. (excluding any paid shipping fees by you/AN Luxe as this is not redeemable).
REFUND & EXCHANGES
Can I get a refund if I don't like my item for any reason 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 only to re-order the correct size/style.
Can I exchange my items?
Yes, we allow exchanges! You may want to return your item for an exchange due to the colour not being suitable or the fit is just not right. Whatever the reason, you will be provided with a store credit to place your exchange order.
What items are not available for return/exchange?
All final sale and customised items cannot be returned or exchanged. Customised items include any style which has been altered to suit your personal taste/style.
How long does it take to process a return for my exchange?
All return requests will be actioned within 5 business days from date of lodgement - Please see 'Returns FAQs'. Additionally upon approval, all returns will be processed within 5 business days of physically receiving your item. In total, please allow 10 business days at most for your return to be fully finalised.
SHOP NOW, PAY LATER
How do I checkout with a buy now, pay later option?
Choose the available buy now, pay later option for your region at checkout. If you do not already have an existing account with your chosen financial provider, simply create an account using your existing debit or credit card. Your account will be instantly approved and you will be redirected to our online store.
How do I pay back my order if I check out with one of these methods?
Each Shop Now, Pay later option is different. For Afterpay & Sezzle, your repayments will be split over four equal instalments. These repayments are generally due every fortnight. ZipPay customers will receive a monthly statement whereby the payments can be made in full or in small increments as little as $40 a month, interest free. Using LayBuy will allow you to spread the total cost over 6 weekly automatic payments.
Simply nominate the card you want to use and the payments are scheduled for you. The funds are then automatically taken from your account on the due date.
Important Disclaimer: You must be 18 or older to create an account.
What are the benefits of checking out with a buy now, pay later option:
Receive your order now and pay it off later in over equal instalments (usually 4); The amount and payment period will be outlined by the financial provider. Pay nothing extra when you pay on time. No new card applications & instant approval online.
Things you need to know when selecting a buy now, pay later option at checkout
Minimum spend requirement is AUD $100.00 per order You need to be an Australian customer to use AfterPay, Zip Pay or Lay Buy; and a USA or Canadian customer to use Sezzle. New Zealand customers have the option of using After Pay or Lay Buy to complete their purchase and UK customers are limited to Lay Buy. Upon checking out one of the above payment methods, you will receive your item/s straight away. there is no need to wait as it is NOT a lay-by service being directly managed with the store; if your item is in stock it will be shipped to you upon successfully placing an order with A&N. These services pay A&N in full for your purchase, and you as the customer will repay the total order amount in instalments directly to the institution. In the event a return is required, you will continue making your normal repayments to Afterpay/Lay Buy/Zip Pay/Sezzle in the form of instalments. However, you will receive your store credit amount from us in full! As the institution has already paid us in full on your behalf. finalised with them.
Do you have a 'Shop Now, Pay Later' option for customers from other countries, other than USA, Australia, New Zealand, Canada and UK?
No. Not at the moment. When we do, we will update the website accordingly and it will be visible as a payment method at checkout, once implemented for your country.
ORDER VERIFICATION & ADDRESS CHECKS
Why did I receive an email to verify my order? Or to confirm my shipping address?
Your order may be subject to a routine verification process and/or address-checks. In the event these post-order checks are initiated to you via email (soon after placing your order); your response is required before your order can be fulfilled.
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 and to minimise risk of sending your item to an incorrect/ incomplete address. It is in your best interest to cooperate with our verifications team when these processes take place. They are going out of their way to help you & to ensure our website is fraud-free and safe for everyone to enjoy.
What advantage does this do for me (the customer)?
Someone may have stolen your payment details to place an order on our website. So, our verifications team at A&N strives to minimise any risk of potential fraud from occurring by ensuring the payment is verified. We play our part to ensure all orders are legitimate.
How do you know what order/s to verify? & when do you conduct these checks?
Our 'Fraud Analysis' tools and special manual-verification training enables our verifications team to know what appears suspicious. It is only carried out when a risk appears - trust me, we do not do this for fun.
Any purchase over $700 AUD is automatically subject to automatic verification. If your order falls under this category, our verification team will be in touch shortly.
I didn't receive my 'verification request' email - can I cancel my order?
You are responsible to act accordingly and reply promptly to all post-order verification requests (if applicable). A&N will not be held responsible for any delays made by us or you (the customer) due to fraud-preventative measures and/or address checks.
Please ensure to routinely check your Spam/Junk folders in case these emails were not successfully delivered to your inbox.
For all Verification concerns/enquiries, you are welcome to contact our customer care team via the following contact information:
Within Australia: 07 3392 4246
International: +61 7 3392 4246
Mon - Fri 8:00AM - 5:00pm AEST