Frequently Asked Questions

Questions and feedback are an important part of making sure we can provide you with the best garments and service we can.
Here are some common FAQs, but if you have other questions, just ask in the box below and a team member will get back to you asap!

Once we dispatch your order, you'll receive an email from us and Shippit with all your tracking information so you can know exactly where your item(s) are! If you did not receive an email, please get in touch at customercare@jasminealexa.com.au

Australia & New Zealand

Standard Shipping: 2-5 business days from dispatch
Express Shipping: 1-2 business days from dispatch

International:

Usually 3-10 business days from dispatch

Please be aware that packages may be subject to delays and additional taxes and duties when entering countries outside Australia. We cannot be held accountable for any delays or extra fees incurred.

Orders placed before 11am (AEST) Mon-Fri are dispatched on the same day.

All other orders (including orders made on weekends & public holidays) are dispatched next business day.(Please note that during sale periods, dispatch times can vary)

* Please note that these are estimates and delivery times may sometimes vary.



We hope you love your Jasmine Alexa purchase but if you are not 100% satisfied, we will provide a full refund, exchange or 110% credit note for all full price items that adhere to our returns policy. We offer FREE returns within Australia and New Zealand.

To make a return:

Please click here to complete your returns request.

We will email you within the next business day with instructions on how to return the item(s) back to us.

Once received, we assess your return and if in compliance with our return policy, complete your refund, exchange or store credit

We hope you love your Jasmine Alexa purchase but if you are not 100% satisfied, we will provide a full refund, exchange or 110% credit note for all full price items that adhere to the below conditions. We offer FREE returns within Australia.

SALE items – We offer store credit or exchanges only. No refunds.

Item(s) must be returned within 30 days of purchase. You are e

Original Jasmine Alexa tags must remain attached

Item(s) must be in original condition, unworn and unwashed.

Initial Jasmine Alexa invoice must be included in the parcel with the item(s) you wish to exchange

Please hold on to the parcel tracking number once it has been sent. We cannot be held liable for any items lost in transit

Once we receive your package we will process the exchange immediately

Please note exchanges can only be made if the intended item is available

If you are entitled to a refund, we will refund you the price that you paid for the item(s) and the delivery costs.

Refunds can only be credited back to the credit card or Paypal account that was used to make the original purchase. The refund will be processed as soon as the items have been received by Jasmine Alexa, however, please allow 14 days from the day you return the product for your account to be credited.

If you purchased your Jasmine Alexa item(s) from a third party retailer, please take them back to the shop when the purchase was made and they will arrange your exchange or refund based upon their exchange and returns policies.

For sale items, we offer store credit or exchanges only. No refunds.

Our clothes are made in Australia, China and Taiwan.

All our manufacturing partners we work with in China and Taiwan are either WRAP or BSCI accredited to ensure ethical practices are met.

At Jasmine Alexa, we are committed to making our garments to the highest quality without costing the earth and its people in the process.

Sustainability and ethics within the fashion industry is a responsibility that we must share together. Businesses like us, must play their part in offering customers a sustainable choice. Customers can play their part by putting their wallets with sustainable brands.

At the forefront of Jasmine Alexa, we put people and planet. No one should be harmed our mistreated in the making or distribution of our garments, nor should our garments come at a cost to our planet in the process. That’s why we are committed to implementing sustainable and ethical practices across the business in order to reduce our impact on the environment and its people.

You can read our sustainability practices here

Having battled anorexia throughout her formative teenage years, our founder Jasmine is firm in her commitment to not only raise awareness, but to provide a safe and open forum for those similarly affected by mental health, body issues, addiction and associated hardships.

Utilising the label’s established voice and network, 'This is me' aims to provide a sounding board for open discussions about mental health, and try to remove the misconceptions that surrounds it.

Mental health affects 1 in 2 Australians at some point in their lives, with women being mostly affected. Together we can normalise the discussion of something that touches so many of us, whilst celebrating who we are - flaws and all!

We would love to hear and share your stories. By fostering positive conversation and normalising the taboo walls that surround mental health, together we change the face of mental health. By connecting with others, sharing experiences and having the right conversations, we can find support and normalise the discussion… so let’s talk!

Simply fill out the form here and we will be in touch shortly with next steps

We are always looking for ambassadors who align with our values. If you feel this is you, please email us at info@jasminealexa.com.au

Please contact our friendly sales team at sales@jasminealexa.com.au

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