Shipping & Returns

1. Order Processing 

1.1  All orders are processed once payment has been received and confirmed.

1.2  Items that are in stock are picked and despatched within 1-2 days if undecorated, and immediately on completion of production if the goods are decorated by us.

1.3  Orders placed after 2pm will be processed the next business day.

1.4  Once your order has been despatched you will receive a confirmation email and tracking details. You can monitor your delivery directly via the courier's website.

2. Shipping Costs

2.1  All delivery fees payable by you will be specified at the time of placing the online order. 

2.2  Fees are automatically calculated at checkout and are based on weight and delivery location/postal code.

2.3  Separate shipping fees apply per brand as items are shipped directly from supplier warehouses. 

2.4  Minimum shipping is $16 + GST

3. Supply and delivery of goods

3.1  Subject to this Agreement, we will supply the goods shown on your order confirmation. We will use our best endeavours to meet stated timeframes for delivery, however we cannot guarantee delivery timeframes will be met by the 3rd party carriers.

3.2  Standard shipping times: 

Metro areas:  3 - 7 days

Non Metro areas:  7 - 10 days

3.3  All orders ship directly from our supplier network warehouses.

3.4  Orders with multiple brands will arrive in separate deliveries and will have different tracking numbers.

3.5  All orders are shipped with Authority to Leave 

3.6  In the event you have elected at checkout to sign for your delivery, you are responsible for ensuring you are able to accept delivery. We will not be held liable:

3.6.1  for late delivery where attempted delivery has occurred on or before the delivery time-frames; or

3.6.2  where delivery has occurred and a parcel has been signed for (regardless of whether or not you have personally accepted delivery).

3.7  The risk of loss of goods shall be passed to you upon our suppliers delivery of the product to their nominated delivery company. Splash Alley will not be held responsible for any loss, damage or liability as a result of this authority. In the event of an order not being delivered or going missing, we do not accept liability. 

 4. Returns

4.1  We handle returns and refunds in accordance with our obligations under the Australian Consumer Law

4.2  You are entitled to a replacement or refund if the goods have a manufacturing defect or are deemed to be faulty.

4.2.1  All product details on our website — including images, size guides, and specifications — are supplied directly by the manufacturers or suppliers and are accurate to the best of our knowledge. Minor variations in size or colour which fall within the Industry Standard of 4%, are considered acceptable and are not valid grounds for requesting a credit or refund.

4.3  We accept return requests for incorrectly ordered goods as well as change of mind. Return fees will apply.

4.4  Requesting a Return:

• • All returns must be pre-approved by Splash Alley and must include an official Return Authority Form
  • To submit a Return Request, login to your Account → Orders → Return Items? OR complete the Contact Us form with your order number/return details.
  • Requests for returns must be submitted within 7 days of receiving your order.

4.5  Product Condition:

• • To be eligible for a return your item must be unused in as-new condition, with all tags attached, and returned in its original packaging. 
  • If the above conditions are not met, your items will be rejected for return by our suppliers and you will be responsible for return shipping costs
  • Returns are not accepted on the following: Sale and clearance items; Garments that have been printed, embroidered or decorated in any way unless faulty. 
  • We are unable to accept returns if the total value of item/s (excluding delivery costs) is less than $25.00 (the restocking fee value)

4.6  Restocking Fees:

• • All returns, aside from faulty items, are subject to a restocking fee of $25 per brand, or 15% of the purchase price, whichever is the higher.

4.7  Shipping Costs:

Return shipping and insurance costs are the customer's responsibility unless otherwise stated.

• • If a return is not accepted due to non-compliance with this policy, and the product is uninsured, the customer will bear the risk of loss or damage.

4.8  Processing Returns:

• • Change of mind refunds will be processed using the original form of payment or providing a store credit, excluding the original delivery charge and credit card transaction fees.
  • We aim to process your refund or store credit within 14 days of receipt by us of the original product, however, depending on your item and the number of returns in our system, this may take longer.