Customer Care

All domestic orders over $250 receive complimentary standard shipping.

For orders under $250 and express shipping, postage fees are automatically calculated at checkout once your address has been entered.

GENERAL DISPATCH AND DELIVERY TIMEFRAMES
All successful orders placed will be processed within 3 business days of receiving your order.

Australia Post is experiencing delays due to fewer domestic and international flights. Delays of up to 2-5 business days can be expected for domestic orders and up to 4-10 weeks for international shipping. Australia Post is no longer able to guarantee their express post next day service, however they are still prioritising these deliveries.

AUSTRALIAN ORDERS

Standard Australia Post 3 - 6 business days

Express Australia Post 1- 3 business days

INTERNATIONAL ORDERS

International economy air - 25+ business days *this service is un- trackable*

International standard 10 - 20 business days

International express 4 - 7 business days

All costs are in Australian dollars and do not include local duties and taxes if outside of Australia. Please check with your local customs authority on any customs duties or taxes that are payable by you – regulations and guidelines differ by country. Customs duties or taxes are not payable by ALEX AND TRAHANAS.

Please note tracking is not available to all destination countries and via International Economy Air services.

If a parcel is not collected, refused or import duties, customs and taxes levied by the recipients country are unpaid and the parcel is returned to ALEX AND TRAHANAS, the original cost of shipping and any costs associated with return shipping will be deducted from the final refund amount.

PRE-ORDERS

If an item has been purchased on pre-order alongside other items, they will be held and shipped together once the pre-order item is back-in-stock. If you wish to have items shipped separately, please purchase separately or if ordered together, please email ciao@alexandtrahanas.com to receive a quote.

However if they have been purchased with the click-and-collect option, you are welcome to visit our store anytime to receive the available pieces in advance, just let us know via ciao@alexandtrahanas.com.

ALL ORDERS

Please consider the shipping address you provide; you should provide an address that will be attended during normal business hours, as a signature may be required on delivery.

You will receive a tracking number via email once your order is dispatched.

Personalised gift or order notes can be included, simply enter the details at checkout.

If you require more information on shipping, please email us at ciao@alexandtrahanas.com

Extended Christmas gift exchange: Gift purchases made in December can be exchanged until the 14th January 2023. Please read our exchange policy below for further details regarding exchange.

Products purchased from ALEXANDTRAHANAS.COM can be returned or exchanged within 14 days of purchase.

Please note ceramics and glassware cannot be returned via post and can only be returned or exchanged in person at our store as outlined below.

The cost of return postage will be your responsibility and cannot be reimbursed by ALEX AND TRAHANAS. Any shipping costs previously paid are non-refundable.

A credit note will be issued for all returns. Credit notes are valid for 12 months and can be used online and in store.

ALEX AND TRAHANAS return and exchange policy is only applicable to products that have been purchased directly through alexandtrahanas.com or at our Paddington store.

CERAMICS AND GLASSWARE

Please choose carefully because exchanges and returns for store credit can only be done in person at our store within 14 days from the date of purchase. We do not offer exchanges or returns via return post due to the high level of breakages.

Please note we will replace any ceramics or glassware broken in post transit - subject to stock availability. Please email us with your order number and photos of the damaged goods and internal/external packaging to ciao@alexandtrahanas.com upon receipt of your order to arrange a replacement piece. On occasion we will pay for return delivery to us.

SOFT FURNISHINGS, NON-CERAMIC HOMEWARES, JEWELLERY, GARMENTS & SHOES

All items must be returned in their original condition, unworn, unwashed, not have been dry-cleaned, unaltered, without make-up marks and have all tags attached.

GIFT CARDS

Gift cards are non-refundable.

RETURNS / EXCHANGES FOR SALE ITEMS

For sale items purchased, we offer exchanges or store credit only for change of mind returns within 7 days of the purchase date. A store credit will be issued for the value of the discounted item and does not include the original cost of shipping.

FAULTY ITEMS

If you believe that your item is faulty or damaged please contact ciao@alexandtrahanas.com immediately, supplying images of your faulty product along with your order number.

Please note, all ceramics are hand painted, hand-made and unique. Irregularities in size, glaze, colour, brush strokes & texture, reflect the many human touches received during the making process and should be embraced. We cannot guarantee you will receive an item identical to what is shown online.

INITIATING A RETURN OR EXCHANGE

Please email us at ciao@alexandtrahanas.com to initiate a return by including your order details and reason for return / exchange. We will provide return instructions.

We recommend packing the item safely and using a trackable postal service as we cannot be held liable for any losses or damages incurred in returning any item/s. Please note any item/s returned without prior approval will not be accepted.

All items returned are subject to thorough inspection once received by ALEX AND TRAHANAS. If the item/s being returned are deemed to not comply with our returns policy ALEX AND TRAHANAS reserves the right to reject the return or exchange.All exchanges are subject to product availability.

The decision of a full refund in any circumstance is that solely of ALEX AND TRAHANAS.

ALEX AND TRAHANAS is pleased to offer Afterpay as an online payment method. Afterpay offers customers interest-free payment plans for your purchases in four equal fortnightly instalments.

To make a purchase using Afterpay, all you need is:
An Australian credit card or debit card
An Australian residential address
To be aged over 18.

The process to use Afterpay is very simple:
Add items to your shopping bag and proceed to the checkout as normal
Select Afterpay as your payment method - you will be redirected to the Afterpay website
Register for Afterpay or login to your Afterpay account
Enter or verify your payment details and confirm your order

Please note:
The funds for the first payment must be available on your nominated card at the time of checkout.

For further information, please review the Afterpay terms and conditions.

How do I return an item purchased with Afterpay?
You can return your Afterpay purchase if you are unhappy for any reason. We will gladly accept the return of the merchandise within 14 days of purchase.

For more information please check our Returns Policy.

Is there a minimum order value for Afterpay?
Afterpay can be used for orders over $20.

What if I can’t pay an instalment?
If you fail to make a payment, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid.

For further information, please review the Afterpay terms and conditions.

What cards does Afterpay accept?
Afterpay currently accepts Mastercard and Visa credit and debit cards issued in Australia. Unfortunately, Afterpay does not accept any prepaid cards or foreign debit/credit cards.

When will my first payment be charged?
All new Afterpay customers are required to make their first payment at the time of purchase. You will no longer be considered a ‘new’ customer once you have fully paid off your first order and 6 weeks have passed since you placed that order.

For online orders under $500 placed thereafter, your first payment will only be deducted 2 weeks after your purchase and your last payment deducted 8 weeks after purchase. For all orders over $500, your first payment will always be deducted at the time of purchase.

When will I get my order?
Afterpay is simply a payment method, so processing and dispatch of your order is no different to any other order placed with us.

You can visit our shipping page for more information on order processing and dispatch timeframes.

Who do I contact if I have questions about Afterpay?
If you have any queries about Afterpay, including payments, declined orders or your Afterpay account, you should email info@afterpay.com.au.

For more information about Afterpay, visit the FAQs on the Afterpay website.

ALEX AND TRAHANAS respects your privacy on the internet and your privacy is of great importance to us. We have adopted a privacy policy that guides how we collect, store and use the information you provide us with. By visiting alexandtrahanas.com, you are accepting and consenting to the practices described in this privacy policy and the web site terms and conditions. To protect your privacy, you can visit the ALEX AND TRAHANAS site without identifying yourself or having to reveal any personal information about yourself.

How we handle customer informationALEX AND TRAHANAS collects personal information in two ways - when you place an order or register for the ALEX AND TRAHANAS email subscription. This information is used to assist in keeping you informed with relevant consumer notifications about products, stockists, offers, promotions, sales, and any other activities that may interest you. We also use your details to ensure a high level of customer service is maintained in processing orders and ensuring a timely delivery.

When you submit feedback or questions via email, or contact us for information about our website, we will request your name and email address. We use this information solely to respond to your enquiries, and for future information about ALEX AND TRAHANAS products.

You can unsubscribe from our mailing list at anytime that you request.

You will not be contacted via telephone for any reason other than your order status and unless you have otherwise specifically requested.

When you place an order you will be asked for personal information so that we can process and fulfill your order. We may share this information, and only that information which is absolutely necessary, with those third parties that are involved in the processing of your order. For example, merchant payment gateways for debit/credit card or paypal payments or our distribution centre. Details of your address and telephone number will be shared with our postal or courier partners solely to fulfil delivery of your order.

We do not collect personal information when you visit our site unless you log on, place an order or register with us.ALEX AND TRAHANAS ensures that information you share with us is managed in accordance with relevant australian privacy law. As the australian federal government introduces new privacy legislation, ALEX AND TRAHANAS privacy policies will be reviewed and updated as appropriate.

More information on privacy legislation is available from the federal privacy commissioner at www.privacy.gov.au

Who we share your information with

This policy applies to ALEX AND TRAHANAS, but not to websites maintained by other companies or organisations to which we link to or engage in joint promotions. Please ensure that you read the privacy policy of such other companies before submitting your details. We do not share or sell information to third parties, nor use personal information for any reason other than its intended use.

ALEX AND TRAHANAS does not intend selling your personal information to other parties. However, we will often need to pass personal details such as your name and address to companies who perform parts of our service delivery. This includes delivery companies and third party fulfillment contractors. In these circumstances, ALEX AND TRAHANAS will ensure that these third parties undertake to protect your privacy.

How we use cookies & other technologies

A cookie is a small amount of information sent from a web server to your computer and stored in your hard drive. We use cookies when someone logs on to our website, to maintain that log on, to retain log on information if requested, and for the service of our shopping bag. ALEX AND TRAHANAS’s site uses cookies to keep track of how often you visit our site, the contents of your shopping cart, previous purchases, and to deliver content that best meets your preferences and interests, so as to best meet the expectations of customer service and benefit.We do not use cookies to track your internet activity before or after you leave ALEX AND TRAHANAS.

Most browsers automatically accept cookies, however if you choose to alter the settings of your browser to prevent automatic acceptance of cookies, you may still use all the features of the website, including making purchases. The use of cookies is common practice, however should you require any further information, please visit www.allaboutcookies.org.

Updates to our privacy policy

We reserve the right to make changes at any time to our policies and/or alter the look and functionality of our web site. However, if we change how we use your personal information, we will update this statement on our web site accordingly. We encourage you to periodically review this statement for the latest information on our privacy and security policies.

If you have any questions about this statement, the practices of ALEX AND TRAHANAS with respect to personal information or your dealings with this web site, you can contact us at info@alexandtrahanas.com

Website terms of useThis website is owned and operated by ALEX AND TRAHANAS PTY LTD (ABN 16 622 292 004).

These terms and conditions govern the use of the alexandtrahanas.com website ("site"), the information contained therein and products and information made available to you via this site. By accessing or using this site in any manner, you agree to be bound by these terms and conditions. ALEX AND TRAHANAS may, from time to time, change this site (including these terms & conditions). Please re-read terms and conditions before any subsequent use of this site.

Information on website

ALEX AND TRAHANAS aims to keep content up-to-date and as accurate as possible. ALEX AND TRAHANAS makes no representation, whether express, implied in law or residual, as to the sequence, accuracy, completeness or reliability of the information contained in the website. ALEX AND TRAHANAS does not accept responsibility for any errors or omissions in the site content. ALEX AND TRAHANAS will be happy to correct any errors displayed on our webpages that are bought to our attention. ALEX AND TRAHANAS reserves the right to change or discontinue any aspect or feature of this website. ALEX AND TRAHANAS does not accept any liability for any loss or damage suffered (directly or indirectly) by making use of the site’s information. Nor can we guarantee that pages will display correctly in all web browsers or that the website will be online at all times. ALEX AND TRAHANAS cannot accept any responsibility for any loss, disruption or damage to your data or your computer system which may happen when accessing this website. With any links posted, the onus is on the visitor and ALEX AND TRAHANAS is not responsible in any way for any of their contents.

Legal capacity to transact

If you are under the age eighteen (18) years you cannot place orders with ALEX AND TRAHANAS, unless with the consent of a parent or guardian. By accepting these terms and conditions you acknowledge that you are over the age of eighteen (18) years or, in the case that you are not over 18, you have the consent of a parent or guardian. Should ALEX AND TRAHANAS suffer any damage or other losses as a result of a transaction entered into by a minor, ALEX AND TRAHANAS reserves the right to seek compensation for such losses from the parents or guardians of the minor who caused any order(s) to be placed with ALEX AND TRAHANAS.

Our liability

We will not be liable for any loss of income, loss of profits, loss of contracts, loss of data or for any indirect or consequential loss or damage of any kind howsoever arising and whether caused by tort (including negligence), breach of contract or otherwise. Our maximum aggregate liability for any products supplied to you whether in contract, tort (including negligence) or otherwise shall in no circumstances exceed the amount payable by you to us in respect of the product(s) in question.

Copyright

You must comply with all proprietary and copyright notices on this site. This website is owned by ALEX AND TRAHANAS, and is subject to copyright. The information on this site is protected under Australian copyright laws. Subject to provisions of the copyright act 1968 (Australia), you must not in any form or by any means:
A) copy, adapt, reproduce, broadcast, store, transmit, distribute, print, publish or create derivative works from any information or material on this site;
B) alter, decompile, disassemble, reverse engineer or modify any material or information that you receive from this site which Can be accessed through this site; or
C) use or apply, for commercial purposes any material or information on this site, without the prior written consent of ALEX AND TRAHANAS.

All trademarks, brands and names appearing on this site are the property of their respective owners.

Nothing contained on this site should be construed as granting any licence or right of use of any trademark or part of any trademark displayed on the site without the express written permission of ALEX AND TRAHANAS.

Credit card fraud

Whilst ALEX AND TRAHANAS employs the latest in secure sockets layer (ssl) technology software for its transactions with our customers, ALEX AND TRAHANAS will not be responsible for any damages, consequential losses (whether direct or indirect) suffered by a customer whose credit card is fraudulently used or is used in an unauthorised manner.

Force majeure

ALEX AND TRAHANAS shall not be liable for any delay in performing any of its obligations under these terms and conditions if such delay is caused by circumstances beyond the reasonable control of ALEX AND TRAHANAS, and ALEX AND TRAHANAS shall be entitled to a reasonable extension of time for the performance of such obligations.

Governing law

These terms and conditions shall be governed by and construed in accordance with the laws of Australia and shall be subject to the non-exclusive jurisdiction of the courts of Australia.

Other terms

Conditions of use are subject to Australian law which governs this user agreement. We do not guarantee continuous, uninterrupted or secure access to our website and operation of our website may be interfered with or adversely affected by numerous factors or circumstances beyond of our control.

For further information, about any of the information in this statement, please contact ALEX AND TRAHANAS management at ciao@alexandtrahanas.com.

STORE OPENING HOURS

Monday 10am-4pm
Tuesday 10am-4pm
Wednesday 10am-4pm
Thursday 10am-4pm
Friday 10am-4pm
Saturday 10am-4pm
Sunday CLOSED

ALEX AND TRAHANAS
257 Oxford Street,
Paddington, Sydney, NSW 2021

Phone: (02) 9356 2543

Ciao@alexandtrahanas.com

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