Frequently Asked Questions

Seek and ye shall find… answers to the usual curiosities.

Create an Alt Cvlt account, make your first purchase and you're automatically enrolled.

You earn points from purchases, reviews, photo reviews, and verified social follows.

Spend Money: 1 point per $1 spent (Excluding GST)

Leave a Review: +13 points

Leave a Review with Photo: +20 points

Follow Us on Instagram: +5 points

Follow Us on TikTok: +5 points

Follow Us on Facebook: +5 points

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Social follows must be shown to staff:

In-store: Show one of our team members that you're following us and we'll add your points.

Online: Follow us using the link below and claim your points through your loyalty account.

No your points never die.

No. Loyalty rewards cannot be stacked together in a single order.

Usually no. Rewards cannot be combined with sale pricing or promotional discounts unless specifically stated.

No. Member discounts are separate offers and don't reduce your points balance.

Follow us on Instagram, TikTok, or Facebook and show to staff:

In-store:

Show one of our team members that you're following us and we'll add your points.

Online:

Follow us using the link below and claim your points through your loyalty account.

Your $6.66 birthday reward is automatically issued and can be redeemed online or in-store.

Leave a verified product review and upload a photo to earn bonus points.

No. Points belong to the account that earned them and can't be transferred.

Yes. We offer a 14-day change-of-mind return period from the date you receive your order.

To be eligible, the item must be unworn, unused and unwashed, with original tags attached and in its original condition. Original packaging should also be included where applicable.

To request a return, email backstage@alt-cvlt.com.au before sending anything back.

For change-of-mind returns, the customer is responsible for return postage.

Original shipping charges are not refundable for change-of-mind returns.

If an item is confirmed to be faulty or otherwise covered by the Australian Consumer Law, ALT CVLT will reimburse reasonable return postage costs where applicable.

Sale and clearance items are not eligible for change-of-mind returns unless otherwise stated.

However, this does not affect your rights under the Australian Consumer Law. If a sale item is faulty, damaged, incorrectly described or otherwise fails to meet a consumer guarantee, you may still be entitled to a repair, replacement, refund or other remedy.

For hygiene and safety reasons, we generally cannot accept change-of-mind returns on items such as:

Earrings and body piercing jewellery
Makeup and hair dye
Socks
Hosiery and intimates
Underwear and swimwear
Contact lenses and saline solution
Personal care products that have been opened or used
Other hygiene-sensitive products

These exclusions apply to change-of-mind returns only. Your rights under Australian Consumer Law still apply if a product is faulty or otherwise fails to meet a consumer guarantee.

Please contact us at backstage@alt-cvlt.com.au with your order number, a description of the issue and, where possible, clear photos.

If the product is faulty, damaged, unsafe, significantly different from its description, not fit for purpose or otherwise fails to meet a consumer guarantee, your rights under Australian Consumer Law apply.

These rights are not limited to our 14-day change-of-mind period.

No. Original packaging requirements apply to change-of-mind returns only.

You do not need the original packaging to exercise your rights for faulty goods under Australian Consumer Law, although we may ask for reasonable proof of purchase.

Yes, eligible change-of-mind items may be exchanged, subject to stock availability.

Email backstage@alt-cvlt.com.au within 14 days of receiving your order and let us know what you would like to exchange.

If the replacement item is unavailable, we’ll discuss the available options with you.

Approved refunds will generally be returned to your original payment method.

Once we process the refund, please allow up to 10 business days for it to appear in your account, depending on your bank or payment provider.

No. We do not charge a restocking fee on approved returns.

For change-of-mind returns, you are responsible for return postage and the original shipping charge is not refundable.

Email:

backstage@alt-cvlt.com.au

Please include your:

Order number
Name
Item you want to return
Reason for the return
Photos if the item is faulty or damaged

Please wait for us to confirm your return before sending anything back.

Once your return has been approved, returns can be sent to:

ALT CVLT
7E Station Street
Frankston VIC 3199
Australia

Simple: orders up to $89.99 ship for $11 standard via Australia Post. Need it faster? $16 express gets it moving.

For international orders, we use a flat rate of $30. If your actual shipping costs come in under that, we'll refund you the difference minus a $2.50 handling fee. If it somehow costs more (rare, but it happens), we'll reach out before proceeding.

Note: some items, including contact lenses and specimens, have international shipping restrictions depending on your destination. If we can't ship something to you, we'll let you know and refund you in full for that item.

Orders over $89.99 (excluding postage) ship FREE via standard Australia Post, within Australia only. Yes, really.

Shop online, pick up from the store, always free. Orders are usually ready from the next business day, but we're flexible if you need more time.

Choose "Store Pickup" at checkout and we'll send you a message when your haul is ready. Bring your phone number or ID when you collect, head to the rear counter and ring the bell if no one's there.

Some items may not be available for pickup, if you're not sure, just call or email us first.

Most of our products are shipped directly from ALT CVLT in Frankston.

Some made-to-order and pre-order items may be sourced or fulfilled differently and can have longer lead times than our standard in-stock products.

If you’re ordering a made-to-order or pre-order item, we recommend contacting us at backstage@alt-cvlt.com.au before purchasing so we can confirm the current estimated timeframe for you.

Yes, we ship internationally! Flat rate of $30 applies.

Some items can't travel internationally, including contact lenses and specimens. If you've ordered something we can't send to you, we'll refund you in full, no dramas.

Most in-stock orders are processed and dispatched within 1–3 business days.

Made-to-order and pre-order items may take longer, and lead times can vary depending on the product, supplier and availability.

If you need an item by a particular date, or would like to know the current estimated lead time for a made-to-order or pre-order item, please contact us at backstage@alt-cvlt.com.au before purchasing so we can confirm the expected timeframe with you.

Any additional product-specific information will also be included in the product description where available.

Once dispatched, your order is handled by Australia Post or the relevant carrier. If your parcel is unusually delayed or missing, contact us and we'll assist with investigating the delivery.

Domestic standard is generally 1–10 business days, international standard is 10–20 business days.

Depending on where you live, your order may attract local import duties, taxes or customs charges when it arrives. These are set by your country’s customs authorities and are payable by the recipient. If you’re not sure whether any charges will apply, it’s worth checking your local customs requirements before placing your order.

Every order goes out with care, and we'll always remove pricing if it's a gift, for yourself or someone else (no judgment, we love a self-gift). Just leave us a note at checkout or drop us a message and we'll make it special.