Customer Care
Make sure all your ALT pieces arrive just in time!
Here's everything you need to know about processing times, delivery options & timeframes.
🇺🇸 Important information for US customers
We’re improving the experience for our US customers. ALT is in the process of setting up a US-based fulfilment hub to provide faster delivery and reduce customs charges.
For now:
- Orders are shipped from Australia
- Duties or taxes (this includes the recent tariffs) may be charged on arrival and are the responsibility of the customer
- Please allow for slightly longer shipping times on orders placed after April 24th
We’ll update this section as soon as US-based shipping is available — thanks for your patience while we set this up. Questions? Feel free to contact us.
International shipping
International shipping timeframes:
Non-personalized products
Order non personalized products by 10am AEST Mon-Fri for your order to be dispatched same day. Orders placed after 10am will be shipped the following business day.
| Delivery method | Cost | Timeframe |
|---|---|---|
| Worldwide - DHL Express | $18.95 USD FREE over $140 USD |
3-7 business days |
Personalized (embroidered) products
Personalized orders require additional time for custom embroidery. For same business day personalisation and dispatch, add rush processing to your order from the product’s page. Find out more about our personalization process here.
| Delivery method | Cost | Timeframe |
|---|---|---|
| Worldwide - DHL Express | $18.95 USD FREE over $140 USD |
7-14 business days |
Please note:
- All international packages may be subjected to customs duties and taxes.
- All taxes and customs charges are the responsibility of the customer, and they are not included in the cost of the order or shipping charge.
- Please check your local customs website for more information.
- If you decide to not pay import duties or taxes and choose to reject the package, you will not be refunded for your order.
- Orders cannot not be modified/canceled once the parcel has been processed.
- During special offers, sale events or new collection launches you may experience slightly longer delivery times.
- Orders are dispatched from Queensland, Australia, and follow any Queensland Public Holidays.
Lost or damaged orders
ALT is not responsible for lost or stolen packages, or packages delayed in transit.
If your order is lost or damaged in transit please contact our Customer Care team at hello@altswim.com or get in touch via our live chat or contact page.
Pre-order products
The items that are available for pre-order are usually still in mid-production.
The current wait time will be displayed on the product page.
Please take this into consideration when purchasing a pre-order product.