Need help? Find the answers to some frequently asked questions here

1 - Can I make changes to my order once placed?

Once your order has been submitted, it is possible for you to make amendments prior to dispatch. If you contact us by email hello@newalbionsports.com we are still able to edit the order providing it hasn’t been shipped. If you have already received a shipping notification via email, this means that your order has already left our warehouse and therefore cannot be changed. Please refer to our Returns Policy if you require further information. This also applies to order cancellations. How do I know my order has been shipped? When an order has been paid for in full, we will notify you by email to inform you that your item/s have been shipped.

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2 - Delivery Times

Australia Post may take up to 3 days if shipping over a weekend domestically. International shipments require 7 - 10 working days to arrive.

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3 - What forms of payment do you accept?

Mastercard | VISA | Paypal

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4 - What currency do you use?

All product prices indicated and payments made on our website are in Australian Dollars.

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5 - Shipping Locations

We deliver Australia-wide as well as internationally.International locations include: Belgium | Canada | China | Denmark |France | Germany | Hong Kong | Iceland | Israel | Italy | Japan | Netherlands | New Zealand | Norway | Republic of Ireland | Singapore | South Africa | Spain | Sweden | Taiwan | Thailand | U.A.E. | UK | USA

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6 - How do I track my order?

A tax invoice will be sent to you by email as soon as your order is received. In addition, a shipment confirmation will be emailed to you once your order has been shipped. This confirmation will have the tracking number for your shipment. You can use this number on the Australia Post website to track the whereabouts of your order.

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7 - Domestic Delivery (Australia)

There will be free shipping for all domestic orders over $60 made on our online store. For all orders under $60, a shipping fee of $10 will be charged. We will endeavour to deliver your order within 3 working days.All orders sent within Australia will be sent out using Australia Post via the Express Post network. Express Post guarantees next business day delivery for all metropolitan areas in Australia. For regional areas, delivery will take 2 business days. You will receive a tracking number and can expect delivery within the timeframe following this.We try to post twice a week: Tuesday and Friday. Orders received by 6pm AEST prior to a shipping day and pending credit verification, will be dispatched on the next shipping day. Orders made on a Saturday and Sunday or public holiday will be dispatched on the following shipping day. At peak times there may be delivery delays. We will always try our best but as a small business reliant on Australia Post we do face some limitations, and we apologise in advance for any delays.If you have any questions about shipping, please contact us on hello@newalbionsports.com.

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8 - International Delivery

For international shipping, we offer two flat rate shipping options:For $25, orders will be sent out using Registered International Air Mail. Delivery of your order may take 3-14 business days from dispatch. You will receive a shipping notification. Partial tracking is provided, according to the territory the package is going to. Please don't hesitate to contact us if you have any enquiries about your shipment.For $50, orders will be sent out using DHL Express. Delivery of your order may take up to 1-3 working days. Full tracking is provided from the DHL website.We try to post twice a week: Tuesday and Friday. Orders received by 6pm AEST prior to a shipping day and pending credit verification, will be dispatched on the next shipping day. Orders made on a Saturday and Sunday or public holiday will be dispatched on the following shipping day. At peak times there may be delivery delays.You may be liable for import and/or customs duties on your order and will be responsible for paying these duties to release your order from customs upon arrival.All currency is in Australian Dollars.If you do not receive your order in the timeframe specified, please contact us on hello@newalbionsports.com.

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9 - Our Returns Policy

We happily accept returns/exchanges on items (except reduced or sale items) that are in their original condition (new, unused, unworn, unaltered or unwashed). We will even pay for the return shipping if your order is over $60 (for Australian orders only).Please choose carefully as all sale or reduced priced items are final sale and we do not accept returns, exchanges or refunds on these items.We accept returns on full priced items purchased from our website for exchange or credit note at our retail stores.All garment tags must still be attached to the item. Returned items that are damaged, soiled or altered may not be accepted and may be sent back to you at your own expense. When sending back your item, you have 14 days from the date of issue of your RA#,.We recommend that you try on all items on receipt to ensure that you are able, if required, to exchange or return the items to us within the required 14 day time frame.For returns on International orders or items under $60, currently your return postage costs are not refundable, unless the items are found to be faulty.

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10 - How do I return an item?

Please contact us at hello@newalbionsports.com within 48 hours of receiving your order providing a brief explanation of your return/exchange, including your order number and the reason for the return/exchange. We will then issue you with a Returns Authorisation Number (RA#) and if your local order is a non-sale item and over $60, an Australia Post returns label.Attach the Australia Post returns label to the package and head to an Australia Post Office. The package will then need to be scanned and processed by an Australia Post Office staff member.All items are to be returned within 14 days from the date of issue of your RA# and Australia Post returns label. Items received after the 14 day time frame will be assessed at our discretion. Items returned without an RA# will not be accepted and will be returned at your expense.If you need to return an item and cannot use our Australia Post returns service, for security and peace of mind, we recommend that you use an insured registered post to ensure safe and documented delivery as we are not liable for any lost returned items. 

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11 - I have returned an item, what happens next?

Once the items have been received they will undergo a quality review and once cleared, you will either receive your new items (for exchange), or a refund on the cost at purchase (excluding if applicable, original shipping cost) directly to the credit card used for the purchase. We will send you an email or call you up regarding this. For an exchange, you will need to pay any difference in cost and any additional shipping, taxes and import duties, if applicable. For any questions regarding the return/exchange process, please email us at hello@newalbionsports.com.

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