Question 1

How long does shipping take?

Accepted Answer

Standard delivery can take anywhere up to 5-10 business days depending on location, once the order has been shipped (excluding weekends and public holidays). Once an order has been placed it can take anywhere up to 3 business days of handling time.

Express orders are sent out the following business day after ordering and delivery can take 1-4 business days to arrive depending on location.

Please allow an extra day or two for delivery during peak trading periods, such as Black Friday Sales & Christmas. 

Question 2

I can’t check out — what should I do?

Accepted Answer

If you're having trouble checking out, please try the following steps:

Clear your browser cookies and cache, then try again
Switch to a different browser or device
Download our App and complete your purchase there

If the issue persists, please contact Customer Care here , and we'll be happy to help!

Question 3

What is your return policy?

Accepted Answer

We’re sorry things didn’t work out for you, here’s the good news: You get 45 days to return your items starting from the day of shipment.

Here’s the fine print:

All tags must still be attached on the product, including the care instructions/size tag and barcode tag.
Items must be unworn and unwashed (except to try on size).
NO returns or exchanges on bodysuits / leotards, beauty products, pierced jewellery, headphones, underwear, stockings, swimwear, facemasks, hair accessories, hats, pillows, nail accessories & drinkware unless it meets the Statutory Rights outlined by the ACCC.
NO refunds on sale items discounted at 40% off or over – These items can only be returned for an online credit.
All menswear, bags, shoes & kids wear that were originally purchased online can only be returned to our online warehouse - They cannot be returned in store.

Question 4

Can I join the Ally Rewards Program?

Accepted Answer

Of course, everyone is welcome to join! Sign up here and be well on your way to Gold status 💁

Question 5

How can I check stock in store?

Accepted Answer

To check store availability, please contact our Customer Care team at allyinfo@allyfashion.com. Include the following details in your email:

Style code or product link
Preferred size and colour
Store location(s) you're interested in

Alternatively, you can call your local All Fashion store directly for the most up-to-date stock information.

Question 6

I haven't received my order confirmation email?

Accepted Answer

If you haven’t received an order confirmation email, please first check all your email folders, including your spam or junk folders, as sometimes confirmation emails can end up there.

If you still can’t find your confirmation, please contact our Customer Care Team with your full order details, including:

Your name
Email address used for the order
Any order number or transaction details you have - e.g. an Afterpay transaction number

We’ll be happy to help verify your order and ensure everything is in place.

Question 7

How can I work for Ally?

Accepted Answer

Thank you for your interest in joining the Ally Fashion team — we’re always excited to welcome passionate, fashion-forward individuals!

At Ally, we’re proud to foster a vibrant and supportive culture where our team members are encouraged to grow both personally and professionally. If you live for fashion, thrive in a fast-paced environment, and love delivering great customer service, we want to hear from you!

🔗 View our current job openings here.

If you’ve seen a hiring sign at one of our stores but can’t find the role listed online, we recommend reaching out to the store directly for more information.

We wish you the best of luck — and hope to welcome you to the Ally family soon!

Question 8

I can't add or remove an item from my cart — what should I do?

Accepted Answer

We're sorry you're having trouble with your cart — let’s get this sorted!

If you're unable to add or remove items, try the following quick fixes:

Refresh the page or try again in a few minutes
Clear your browser cookies and cache or try a different browser (Chrome, Safari, Firefox)
Try on a different device - mobile, desktop or the Ally Fashion app

If the issue continues, please contact our Customer Care team here with a description of the problem, including screenshots if possible. We're happy to help and will work to resolve it as quickly as we can!

Question 9

Where are your stores located?

Accepted Answer

We have over 80 stores locate across Australia, and would LOVE to have you in store!

To find the store closest to you, visit our Store Locator.

Question 10

How do I return an item?

Accepted Answer

You can now return your items to our Online Department for an exchange, online store credit, or refund, provided our T&Cs have been followed. 

Simply enter your order number and postcode through our returns portal here. 

Alternatively, you can visit your closest Ally store to receive an exchange, store credit, or refund. 

(NOTE: this credit note will only be redeemable in-store/ not online. The refund option is only available for orders not placed with zippay/afterpay when returning in-store. If purchased with afterpay/zippay or American Express you are eligible for an exchange or store credit)

Please also note any items marked as a sale item, which is classified as anything with a discount of 40% off or over, can only be returned as a store credit or exchange.

You can also view our policy further here: https://allyfashion.com/pages/returns-and-exchange 

Question 11

How do I earn Rewards Points?

Accepted Answer

Once your account has been set up, start earning Points every time you shop with us online!

You will receive 1 Point per $1 spent.

Receive bonus points by submitting all your details here!

Question 12

Will my size be back in stock?

Accepted Answer

We want to supply you with a new selection of hot styles and trends weekly! Due to this, we can’t always restock particular items.

However, if you notice your size is out of stock, you can click 'Notify Me' to sign up for email updates. This will ensure you don't miss out on a potential release 😍

Question 13

How can I track my order?

Accepted Answer

Placed and order and need your tracking details?

Once your order has been dispatched from our warehouse, you’ll receive a shipping confirmation email. This email will include your tracking number, courier details, and a link to track your parcel.

Please note: This email is sent only after your order has shipped, which may be a few days after your purchase depending on handling times.

For further information on delivery, please see How long does shipping take?

Question 14

I need to update my delivery address — what should I do?

Accepted Answer

If you notice that your delivery address is incorrect or incomplete, please contact us as soon as possible with your order number and the correct address details.

We’ll do our best to update the address, but we can’t guarantee changes can be made. This depends on several factors, including how soon you contact us, when the order was placed, and whether you selected standard or express shipping.

Once your order is in progress or has been dispatched, we’re unable to make any changes.

Question 15

My discount code isn't working!

Accepted Answer

We're sorry to hear you're having trouble with your promo code! Here are a few things to check:

Promo codes cannot be used in conjunction with other offers, sales or discounts codes
Promo codes cannot be used on gift cards, and may not apply to sale items unless specified
Some promo codes have specific conditions, such as:
- Minimum spend
- Eligible items or collections only
- Time limits or usage limits

Before applying, please ensure your code meets all listed requirements.

You can view all specific terms and conditions here.

If you're still having trouble, please reach out to our Customer Care Team.

Question 16

I applied for a job but haven't had an update?

Accepted Answer

Thank you for applying to join the Ally Fashion team — we truly appreciate your interest!

While we’re grateful for every application we receive, please note that only shortlisted candidates will be contacted. If you haven’t heard from us, it means your application is still under consideration or that other candidates have been progressed for the role.

We encourage you to keep an eye on our Careers page for future opportunities that may be a great fit.

Thank you again, and we wish you all the best in your job search!

Question 17

Prices are displaying incorrectly — how do I fix it?

Accepted Answer

If the prices on our website look different than expected, it may be due to your currency settings.

Please make sure your currency is set to AUD (Australian Dollars) for accurate pricing. You can check or change this setting by:

Clicking the Currency Icon in the top left corner of the website
If shopping on the App, select the menu, scroll to the bottom and change your currency
- We recommend completely closing and reopening the app after processing this, to ensure the prices refresh correctly

If you're still seeing incorrect prices after updating your settings, try refreshing your browser or clearing your cache.

Need help? Feel free to contact our Customer Care team here — we're happy to assist!

Question 18

Why is the in-store price different from the online price?

Accepted Answer

The price difference is due to a special promotion available exclusively online. Our online store operates independently from our physical locations, allowing us to offer exclusive products, larger stock availability, and online-only deals, which is why you may see different prices online compared to in-store.

Please note that all promotional images and Terms & Conditions clearly state that these offers are online-only or subject to specific conditions. This means that price matching in-store is not required or guaranteed.

For full details, you can review the sale Terms & Conditions here.

We apologise for any inconvenience and thank you for your understanding. If you have any further questions, please don’t hesitate to contact us.

Question 19

Can I cancel or change my order?

Accepted Answer

Unfortunately, we’re unable to cancel or make changes to an order once it has been placed. This includes updating delivery details or modifying items.

If you no longer want your order once it arrives, you’re welcome to return it. To start a return, please visit: https://allyfashion.com/return-exchange

Question 20

Can I return an online order in store?

Accepted Answer

Yes! You have 45 days from the purchase date to enjoy free and easy returns in store! You can return in store for an exchange, credit or refund providing the return conditions have been met.

Any items marked as sale, which is classified as anything with a discount of 40% off or over, can only be returned as a store credit or exchange.

Please note, the refund option is not available for orders placed with Zippay/Afterpay/Klarna/AMEX when returning in store. If you have used these payment options, you can return in store for a credit or exchange.

Question 21

How can I apply a discount code?

Accepted Answer

To use a discount code or gift card on our website, please type your code into the "gift card or discount code" box at the checkout page. Then press the APPLY button.

To apply a discount code or gift card on our app, please ensure you are submitting it to the correct box:

Please check your discount code/gift card has been applied before pressing the next step button. If your code has not been applied, we cannot manually add it or refund the discount and you will be charged the full price for your order.

Please note: discount codes cannot be used in conjunction with any other offer, including credit vouchers and promotions. You can view further T&Cs here. 

Question 22

How do I redeem Rewards Points?

Accepted Answer

Simply redeem your Points by applying them at checkout for discounts!

Please note: points can only be earnt and redeemed online.

Question 23

Do you sell gift cards?

Accepted Answer

Yes! We offer two types of gift cards:

In- Store only vouchers - redeemable at our physical stores
Online e-Gift Cards - redeemable only on our website

You can find In-Store Vouchers here and Online e-Gift Cards here.

As per our Terms & Conditions, gift cards are non-refundable, so please make sure you select the correct type before completing your purchase.

Question 24

Why does my order status say "Unfulfilled"?

Accepted Answer

If your order status is marked as "Unfulfilled," it simply means your order hasn’t been processed or shipped from our warehouse yet.

As outlined on our website, standard shipping orders require up to 3 business days for handling. Once your order has been dispatched, you'll receive a confirmation email with tracking details, and the status will update to "Fulfilled."

For express orders, you will receive an update with tracking, the following business day after ordering.

If you’ve already received your order but the status still shows as "Unfulfilled," please contact our Customer Care Team for assistance.

Question 25

What is your in store returns policy?

Accepted Answer

We’re sorry things didn’t work out — but here’s the good news: you have 45 days from the date of purchase to return your items in-store.

Here’s what you need to know:

✅ Conditions for Return:

Items must be unworn and unwashed (other than to try on for size).
All original tags must still be attached, including the care/size tag and barcode.
You’ll need proof of purchase (store receipt for in-store purchases, or an online invoice if purchased online).
Note: We can’t accept bank statements as proof. If you don’t have your receipt, please contact us at allyinfo@allyfashion.com.

🚫 Items not eligible for return (unless faulty):

Bodysuits / leotards
Beauty products
Pierced jewellery
Headphones
Underwear, stockings, swimwear
Facemasks, hats, pillows, hair or nail accessories
Drinkware

🛍️ Other important notes:

Sale items are not refundable but can be returned for in-store credit (unless faulty or not as described).
Exchanged items cannot be returned again unless required under your Statutory Rights.
Menswear, accessories, bags, shoes & kidswear purchased online must be returned via our online warehouse and cannot be returned in-store.
Outlet store purchases (Canberra DFO, DFO Brisbane) are final sale and cannot be returned or exchanged unless faulty or misrepresented.
Afterpay and zipPay purchases made in-store can be refunded back to your Afterpay or zipPay account.

If you have any questions or need help with your return, our friendly team is here to assist!

Question 26

Can I return sale items?

Accepted Answer

Sale items can be returned for a credit voucher or exchange only.

Sale items are classified as anything with a discount of 40% or over.

Question 27

I've received a faulty item, what are my options?

Accepted Answer

There are a few options moving forward: You can go into a store to receive an exchange, store credit, or refund.

Please note: the refund option is not available for orders placed with zippay/afterpay/klarna or laybuy when returning in-store. 

Alternatively to return this item online, please enter your order number in our Returns Portal and select 'damaged.' This will generate a prepaid shipping label to send the item back to our Warehouse free of charge. 

From here, you will be able to select a replacement item, refund or store credit. 

Please see the following link for our Returns Portal: https://returns.allyfashion.com/#/ 

Question 28

I've purchased in store, will I receive points for this?

Accepted Answer

At the moment, our Rewards Program is only available for online purchases and customers.

Question 29

How do I pick the right size?

Accepted Answer

You can view our size guide information here. This will give you a size suggestion based on your measurements ✨ 

If you receive your item and it isn’t quite right, you can return your items within 45 days. View our return policy here.

Question 30

Can I use my gift card online or in-store?

Accepted Answer

Gift cards and credit notes are redeemable only through the channel they were issued:

In-store gift cards or credit notes can only be used in store
Online gift cards or credit notes can only be used online

Unfortunately, they are not interchangeable between online and in-store purchases.

If you have any questions or need help, please contact our Customer Care team.

Question 31

My tracking information says “Cancelled.” What does this mean?

Accepted Answer

We apologise for any confusion this may cause.

Please be assured that your order has not been cancelled. This message is due to a temporary glitch in our system.

Your parcel is currently being picked and packed in our warehouse. Once it has been dispatched, you will receive an email with your active tracking information.

Thank you for your patience!

Question 32

I've received the wrong item, what can I do?

Accepted Answer

We’re sorry about that! To return the incorrect item, please enter your order number in our Returns Portal and select ‘Wrong Item Received’. This will generate a prepaid return shipping label.
You can choose to receive the correct item as an exchange, or opt for a refund or store credit—whichever suits you best.

Question 33

How do I exchange an item?

Accepted Answer

Items bought in store can be exchanged in any Ally Fashion store, providing there is available stock. Items purchased online can be exchanged through our return’s portal here. See the below details:

Exchanges are offered on original orders received back to us within 45 days from the delivery date.
Exchanges will be processed once your shipment has been picked up by the postal carrier.
Exchanges will be shipped with standard post.
Any exchanges made via our Loop portal can only be exchanged as per the purchase price. Further discounts cannot be applied.

Question 34

I haven't received my birthday voucher?

Accepted Answer

Birthday rewards are sent to customers who have submitted their birthday at least 30 days before their birthday.

If your birthday was submitted on time, your reward will be sent shortly after your birthdate
If your birthday was submitted late, your reward will be sent 30 days after the date you entered your birthday

Still haven't received it? Please reach out to our customer care team.

Question 35

Check Gift Card Balance

Accepted Answer

To check your online gift card balance, please head to the following page and enter your gift card code:

https://allyfashion.com/apps/gkt/checkBalance

If you have a physical/store gift card, this cannot be checked or redeemed online. Please contact our Customer Care Team for any balance enquiries.

Question 36

When will I receive my order?

Accepted Answer

All orders are subject to handling time, this is separate from shipping time.

Standard shipping orders are processed within 3 business days
Express shipping orders are dispatched the next business day after ordering

Once your order leaves our warehouse, you'll receive a tracking email. Be sure to check your spam or junk folder if you don’t see it in your inbox.

If your estimated delivery date has passed and you haven’t received your tracking information, please get in touch with us directly.

Question 37

I'm missing an item! What should I do?

Accepted Answer

We’re sorry to hear that! If an item is missing from your order, please contact our Customer Care team via live chat or email us at allyinfo@allyfashion.com.

To help us resolve the issue quickly, please include the following details in your message:

Your order number
The style number and size of the item(s) missing
A photo of the packaging, clearly showing the shipping label

We’ll investigate and get back to you as soon as possible.

Question 38

Can I return a gift voucher?

Accepted Answer

Ally Fashion gift cards & online credit vouchers are non-refundable, non-transferable and cannot be redeemed for cash.

Question 39

Account Deletion

Accepted Answer

If you would like to remove your Ally Fashion Loyalty Account, please reach out to our Customer Care Team directly to request this. We can be contacted via email at allyinfo@allyfashion.com.

Question 40

Is the You + All range available in Ally Fashion stores?

Accepted Answer

Please note that You + All is a sister brand and operates independently from Ally Fashion. Because of this, You + All products are only available for purchase through the You + All website or at You + All physical stores—not in Ally Fashion stores.

Question 41

How much does shipping cost?

Accepted Answer

Australian Standard Shipping:

Order Detail	Cost
Orders Under $90	$9.99
Orders Over $90	Free Standard Shipping

Australian Express Shipping:

Order Detail	Cost
All Express Orders	$12.99

New Zealand Standard Shipping:

Order Detail	Cost
Orders Under $100NZD	$14.00NZD
Orders Over $100NZD	Free Standard Shipping

New Zealand Express Shipping:

Order Detail	Cost
All Express Orders	$25.00NZD

Rest of World - Standard Shipping Only:

Order Detail	Cost
Orders Under $250AUD	$25.00AUD
Orders Over $250AUD	Free Standard Shipping

Question 42

What payment method can I use?

Accepted Answer

We want your online shopping experience to be as effortless as possible — so we offer a variety of payment options to suit your preferences. Currently we accept:

American Express - online only
Apple & Google Pay
Mastercard & VISA
Paypal
Shop Pay
Union Pay
Afterpay, Klarna and Zippay
Ally Fashion online gift cards

Feel free to choose the payment method that works best for you!

Question 43

Do you offer click & collect?

Accepted Answer

Click & Collect is currently unavailable following the launch of our new Ally Fashion website and app. We’re working on bringing this service back as soon as possible, but at this stage, we don’t have a confirmed timeframe. Thank you for your patience and understanding.

Question 44

I am outside of the returns policy, can I return?

Accepted Answer

If it’s been more than 45 days since your purchase, we’re unable to offer a refund or exchange/credit.
However, if your item is faulty or damaged, please contact our team here so we can assist you further.

Question 45

I haven't received my gift card email?

Accepted Answer

If you have not received your gift card, please ensure the spelling of the recipients email is correct and check all folders, including spam/junk.

If you're still unable to locate the gift card, please reach out to our Customer Care Team and provide your order number for further assistance.

Question 46

I haven't received my Welcome Reward?

Accepted Answer

Thank you for joining our Ally Fashion Rewards Program! 😍 Please ensure you activate your account to ensure all points and benefits are received. Once activated, please allow up to half an hour for your Welcome Reward to be emailed, and ensure you check your spam folder!

If you're still unable to locate the discount code, please reach out directly to our Customer Care Team.

Question 47

Do you sell boots/hats in store?

Accepted Answer

Please be advised all boots and hats are only available to purchase online, not in stores.

Apologies for any inconvenience caused.

Question 48

Do you ship internationally?

Accepted Answer

We currently offer shipping to the following locations: Australia, New Zealand, USA, UK, Canada, China, Germany, Hong Kong, India, Malaysia, The Philippines and Singapore.

We offer a flat fee of $25AUD for international shipping, or free shipping on orders over $250AUD.

Question 49

Can I be refunded to a different payment method?

Accepted Answer

Refunds can only be processed to the original payment method used at the time of purchase. For security reasons, we’re unable to issue refunds to a different card or payment method, including updated or new card numbers.

Question 50

I forgot my password!

Accepted Answer

No worries! To reset your password, please go to the login page and click on “Forgot your password?” Then, just follow the instructions provided to create a new password.

Question 51

I used the wrong email when placing my order — what should I do?

Accepted Answer

Mistakes happen — we’ve got you!

If you entered the wrong email address at checkout and didn’t receive your order confirmation, please reach out to our Customer Care team as soon as possible here. Be sure to include:

Your full name & order number
The correct email address

We’ll do our best to update your details and resend your confirmation. 😊

Question 52

I returned my order, when will I receive the refund?

Accepted Answer

Return parcels are sent back to us via standard shipping, and usually arrive back to us within 3 - 8 business days.

Once we receive your return, our team will review and process it, within 2 business days.

Refunds are processed to your original payment method and may take 3 - 7 business days to clear back into your account, depending on your financial institution
If you returned a sale item, you'll receive your online credit via email

If you haven't received your refund or credit within 14 days of your return being delivered, please contact us.

Question 53

My order is late or missing.

Accepted Answer

We understand how frustrating it can be when your order doesn’t arrive on time. Shipping delays can sometimes occur due to factors beyond our control, such as carrier delays, weather conditions, or high order volumes during peak seasons. Please allow an extra 5 to 10 business days for your parcel to arrive.

If your order hasn’t arrived after this extended timeframe, here are some steps you can take:

Double check your shipping confirmation email to ensure the address provided is correct
Track your order using the tracking number number provided, and reach out directly to the courier

If after these checks you still can’t locate your order, please reach out to our customer support team with your order number and contact details. We’ll investigate the issue promptly and work with the carrier to resolve it.

Question 54

My package has been returned to sender — what should I do?

Accepted Answer

If your parcel has been marked as "returned to sender," it's usually due to an incorrect or incomplete shipping address. Unfortunately, we’re unable to amend or intercept the parcel while it's in transit back to our warehouse.

Once it arrives back with us, we can help you move forward. Please reach out to our Customer Care team with your order number and your correct full address. From there, we can either arrange to resend your order or issue a refund — just let us know your preference.

We're here to help and will get this sorted as soon as your parcel is returned to us!

Question 55

Do you return the shipping charge?

Accepted Answer

Original postage costs are not refunded.

For returns, a fee is deducted from your refund or credit to cover the use of our return postage label, shipping, and handling:

$8.99 for domestic (Australia) orders
$14.00 NZD for New Zealand orders

This amount will be automatically deducted from your refund or store credit.

Question 56

I'm having trouble generating my return label — what should I do?

Accepted Answer

Once you've successfully submitted an online return, a download link for your return label will appear on-screen and be sent to you via email.

If there's an issue - such as a technical glitch, or incorrect return address - you may see an error message and the label won't generate. If this happens, please reach out to our Customer Care team here, and we'll help get your label sorted.

Note for New Zealand customers: Return labels for NZ orders must be generated manually. Please contact us directly, and we'll issue the label for you.

Question 57

When will my exchange order ship?

Accepted Answer

All exchange orders are sent via standard shipping and follow our usual handling timeframes.

For a regular exchange, your replacement order will be created once your returned items have been received, inspected, and approved by our returns team. It will then be dispatched within 3 business days, and you’ll receive tracking details once it ships.

For an Instant Exchange, your replacement order is created as soon as your return is submitted—no need to wait for the original item to reach us first. Your new order will be dispatched within 3 business days, making this a faster option for receiving your exchange.

If you would like to know more about Instant Exchanges, please see: What is an Instant Exchange

Question 58

What is an Instant Exchange and how does it work?

Accepted Answer

An Instant Exchange allows your new item to be shipped immediately, so you don’t have to wait for us to receive your return first. This also helps ensure your preferred items stay in stock.

To place an Instant Exchange, a temporary $1.00 AUD hold is placed on your credit card—similar to how hotels hold a card. You’ll only be charged if your return isn't in the mail within 14 days of submitting your request.

You can choose this option through our returns portal.

Question 59

Why is the return option disabled for my order?

Accepted Answer

Sometimes, due to a technical hiccup, the return portal might show your order as “unfulfilled” even though it’s on its way or has already arrived.

No worries — this is something we can fix quickly! Just reach out to our friendly Customer Care team here, and we’ll update your order status so you can easily create your return.

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