FREQUENTLY ASKED QUESTIONS
Shopping
How do I make a purchase?
Do I need to set up an account to place an order?
I've forgotten my password. What should I do?
What payment methods do you accept?
Is it safe to use my credit card online?
Can I return or exchange an item?
Can I send a piece as a gift?
Shipping and Currency
Which countries do you ship to?
Will shipping restrictions be applied to some items?
What currency do you use?
Will I have to pay duties and taxes?
When will I get my order and how much will it cost?
Miscellaneous
Are your creations one-of-a-kind?
Do you offer a repairs service?
Do you have seasonal sales?
Is my personal information kept private?
How do fascinators and headpieces stay on your head?
Custom Orders
Can I order a custom-designed piece?
How long does a custom design take?
What are the payment terms?
What are the delivery options?
HOW DO I MAKE A PURCHASE?
Shopping at Alexandra Harper Haute Couture is easy:
- If you know what you are looking for, use the HATS, FASCINATORs, BRIDAL and BLOOMS links;
- If you require a custom-made piece, use the CUSTOM link for more information;
- Once you have found an item, click the 'ADD TO CART’ button underneath each item;
- Review the items in your shopping cart by clicking the ‘MY CART' link at the top of the page. You can click on the trash can icon to delete items from your shopping cart;
- Click on 'PROCEED TO CHECKOUT' to complete your order.
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
No, you can shop at Alexandra Harper Haute Couture Millinery without creating an account.
However, register with us and you'll be able to enjoy the following benefits:
- Track your orders;
- Build a customized Wish List that you can email to friends and family;
- Save your address details so you can shop even quicker next time;
- Manage your account details, address book and email preferences;
- Subscribe to our newsletter to be one of the first to hear about sales, news and other events.
To create an account, go to our HOMEPAGE click on MY ACCOUNT and then CREATE AN ACCOUNT to fill in your details.
I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
If you have forgotten your password, follow the FORGOT YOUR PASSWORD instructions on the MY ACCOUNT page.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, Diners, American Express and JCB credit cards.
We also accept bank deposit and cash on delivery for studio pick-up purchases.
IS IT SAFE TO USE MY CREDIT CARD ONLINE?
At Alexandra Harper Haute Couture Millinery, your personal online security is important. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by eWay.
WHICH COUNTRIES DO YOU SHIP TO?
Alexandra Harper Haute Couture is located in Australia and ships worldwide.
WILL SHIPPING RESTRICTIONS BE APPLIED TO SOME ITEMS?
Due to quarantine and import regulations, some items such as feathers and straw may not be permitted into your country. Please check with your local authorities for more information.
Please note that Alexandra Harper Haute Couture Millinery does NOT take any responsibility for issues regarding shipping restrictions outside Australia.
All prices are in Australian Dollars (AUD).
WILL I HAVE TO PAY DUTIES AND TAXES?
Product prices are Australian GST inclusive.
Alexandra Harper Haute Couture Millinery takes NO responsibility for duties and taxes that may be imposed by countries outside Australia.
WHEN WILL I GET MY ORDER AND HOW MUCH WILL IT COST?
All parcels are carefully packaged in a box with acid-free tissue paper and bubblewrap. The cost for delivery includes all postage and handling charges.
Australia
Your purchase will usually be despatched on the business day following your order. Otherwise, despatch will be 3-5 business days after you place your order
Your parcel will be sent by Australia Post.
Your order will only be shipped once payment and delivery details have been approved.
| Destination | Service | Cost | Delivered |
| Australia | Regular Post | $16.00 | 3-5 Working Days |
| Registered Post | $18.00 | 3-5 Working Days | |
| Express Post | $21.00 | Guaranteed next business day delivery within the Express Post Network, otherwise 1-3 days | |
| Rest Of World | Registered Post | Please contact us | |
Your order will only be shipped once payment and delivery details have been approved.
International
Your purchase will usually be despatched on the business day following your order. Otherwise, despatch will be 3-5 business days after you place your order.
Your parcel will be sent by Australia Post Registered Post International. A signature is required on delivery.
Please note that you will be responsible for payment of duties and local taxes.
Your order will only be shipped once payment and delivery details have been approved.
CAN I RETURN OR EXCHANGE AN ITEM?
Alexandra Harper Haute Couture Millinery does NOT provide refunds unless the item is faulty. We pride ourselves on high quality workmanship, but in the unlikely event that you receive a faulty item, please email us within 48 hours of receipt, explaining the problem. Please do not send the item back until we have responded to your email, giving you returns instructions.
You may exchange an item with 14 days of purchase, provided the original item is in as-new condition, has its tags and has not been worn.
To exchange an item, please call +61 (0) 4 2197 1739 or email contact@alexandraharper.com.au for more information.
Please note that every care has been taken to ensure that the descriptions of our pieces are accurate, and colours are as close a representation as possible. Every computer screen will display colour differently though; so we cannot guarantee that the colour of the item will be an exact match to that seen on your screen.
CAN I SEND A PIECE AS A GIFT?
Yes! Pieces from Alexandra Harper Haute Couture Millinery make excellent gifts!
At CHECKOUT, please let us know if you require gift wrapping, or a special presentation. We love gift styling!
ARE YOUR CREATIONS ONE-OF-A-KIND?
Yes, all pieces from Alexandra Harper Haute Couture Millinery are individual, unique creations. We guarantee that each piece is one-of-a-kind and will never be repeated.
DO YOU OFFER A REPAIRS SERVICE?
We offer a repairs service for Alexandra Harper Haute Couture Millinery hats, fees apply. For further information please call +61 (0) 4 2197 1739 or email contact@alexandraharper.com.au.
DO YOU HAVE SALES?
Yes, we do have sales at various times throughout the year. Keep a look-out on our home page for notifications or sign up to receive our newsletter.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
Alexandra Harper Haute Couture Millinery is strongly committed to respecting your privacy.
Any personal information collected at this website will be kept strictly private and confidential.
To register at Alexandra Harper Haute Couture Millinery, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.
Your personal details will not be sold to third parties or added to mailing lists without your consent.
If you have questions, please contact Alexandra Harper Haute Couture Millinery.
HOW DO FASCINATORS AND HEADPIECES STAY ON YOUR HEAD?
Headpieces are secured to your head with a thin, hair-coloured elastic that tucks under your hair, and a comb that anchors the piece in place. Alternatives may be available and can be noted at checkout or discussed at your fitting.
CAN I ORDER A CUSTOM DESIGNED PIECE?
Yes, please refer to our CUSTOM page for more information
HOW LONG DOES A CUSTOM DESIGN TAKE?
Most creations will take 1 to 2 weeks to complete. Delivery/shipping time will vary according to destination.
When your hat or headpiece is complete, a fitting will be arranged or we will send a photograph of your piece, via email. Amendments can be made if necessary before pick-up or delivery.
Around peak times, completion time may be longer. Please contact us as EARLY as possible for Spring Racing Carnival/Melbourne Cup pieces.
WHAT ARE THE PAYMENT TERMS?
A deposit of 20% of the agreed sale price is required when confirming your order. Payment of the balance is required at pick-up or prior to delivery.
For custom orders, payment may be made by credit card, direct bank deposit, cheque, cash or money order. Payment of the balance is required at pick-up or prior to delivery.
WHAT ARE THE DELIVERY OPTIONS?
Custom orders may be posted or can be picked up from our studio in Highgate Hill, Brisbane. Please contact us if you would like to make an appointment.