FAQs
Shipping details
Most of our orders are shipped 1-3 days from purchase pending availability and credit verification. Once your order is shipped, we estimate you will receive your order within 5-7 business days of its ship date.
Please note that international shipments will arrive 2-3 days later than normal.
Refund details
We only accept returns and exchanges on domestic orders within the United States.
International orders are final sale only and may not be returned or exchanged. ALOIYA is not responsible for international shipments lost in transit.
Please make sure your items are returned new, unused and with all ALOIYA tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you.
Unavailable products that are out of stock...
When a product is out of stock, you can ask
to be notified of the arrival of a replacement. Click on the product that is
unavailable, select the desired color and size, and fill in your e-mail and name
in the blank fields below the sentence "To be notified of the availability
of this product, simply fill in the fields below". We do not guarantee
replacement, but please be aware that we will do our best!
What does it mean if an item is available for pre-order?
The nature of our products means they sell
out quickly and this allows us to hold your place to make sure you get what you
want. The item will be shipped by the
date shown in the product description. In certain circumstances, preorder dates
are subject to change. Please note that your card will be charged fully when a
preorder is placed. This is the only way
we can allocate the item to you.
How can I track my order?
As soon as your order is shipped we will send you a track & trace code by mail. This way you can track your order.
Keep in mind that it can take up to 48 hours before the track & trace is available. Can't track your package after 48h? Please send us an email to helloaloiya@gmail.com and we will contact the shipping company.
Returns due to regrets
The customer who buys from the Online Store
has up to 7 calendar days after receiving the product to return it and request
a refund or coupon voucher for the amount paid for the product. In this case,
shipping costs will be paid by the Virtual Store. The product must be sent in
its original packaging with the label affixed and without any signs of use. The
return for regret is only valid for products purchased in the Online Store. The
deadline for making the chargeback is up to 30 working days from the request
and receipt of goods.
Is it possible to buy on the site and exchange/withdraw in a physical store?
Not for the time being, because the site's
distribution system is independent from the physical stores.
How do I return an item?
- Returns must be sent back within 30 days
of receipt of your order.
- Once shipped, the post office will send
you an email with the reverse logistics code to send the return.
- Please enter the return postage code;
- Put your items back in your package and
enclose the invoice on the outside of the package;
- Remember to keep your tracking number!
Please allow for the return time stipulated
by the post office, until it arrives at our facility.
Once your return is received by our warehouse, please allow up to 7-15 business days for completion. Additional
processing time may occur depending on your financial institution before funds
appear in your account.
Can I change my delivery address?
You can change your shipping address before
you complete your order. At the time of purchase, you will have the option
"Shipping Address". After you have completed your order, it is no
longer possible to change the delivery address. For more information, please
contact our Customer Service department.
When will my order ship?
Orders
placed with a standard shipping method will take 2-3 business days to process.