FAQ
ORDER INFO
Q. Why was my order/ items within my order cancelled & refunded?
Due to an unforeseen event, the item/s you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item within your order does become unavailable, you will be contacted within 24 to 48 hours about the change/cancellation. If your order contains additional items in stock, these items will still be shipped to you and the unavailable item/s will be removed from your order & refunded.
Q. I need to change something on my order, how can I do this?
Please choose carefully as we cannot amend orders after 12 hours of order placement.
Q. Can I cancel an order after I make payment?
No. Once you place an order via our website it cannot be amended or cancelled. Please choose carefully when placing an order on our website.
Q. I didn’t receive my order confirmation email?
Please ensure to check your junk/ spam folders in case our emails are not successfully being delivered to your inbox. Or, you may have misspelled your email address during the checkout process – if this is the case, please contact us to correct this.
REFUND & EXCHANGES
Q. How long does it take to process a return for my exchange?
All return requests will be actioned within 5 business days from date of lodgement – See ‘Returns FAQ’s’. Additionally upon approval, all returns will be processed within 5 business days of physically receiving your item. In total, please allow 10 business days at most for your return to be fully finalized.
Q. Can I return or exchange final sale items?
No. All final sale items cannot be returned or exchanged.
Q. Can I exchange my item?
Yes, we do allow exchanges. You may want to return your item for an exchange due to the colour not being suitable or the fit just was not right. Whatever the reason, we allow you to return the item. You will be provided with a store credit only to place your exchange order.
Q. Can I get a refund if I don’t like my item for any reason or just didn’t receive it in time?
No, refunds are not permitted on incorrect sizing/change of mind/delivery delays. You will be issued with a store credit to re-order the correct size/style only.
PROCESSING & SHIPPING
Q. How can I prioritize the processing time for my order?
When you place your order you will see a note option at checkout, make sure to mention the date of your event and we will make sure your dress arrives on time ♥
Q. Is the processing time different to shipping time?
Yes. Once your order has been packed and processed in the queue it then awaits to be shipped; delivery times then apply.
Q. When will you ship my order?
Orders are processed and shipped from Monday to Friday, excluding weekends and public holidays. During busy periods, processing times may take up to 3 business days at the very latest.
Q. How do I know my order has been shipped?
Assuming you have provided your accurate email address; when an order is shipped, an automatically-generated email from our shipping carrier is sent to your email address containing the tracking information for your parcel. Furthermore, you will also receive a fulfillment email from our online store confirming shipment of your order.
Q. I didn’t receive my order confirmation email?
Please ensure to check your junk/ spam folders in case our emails are not successfully being delivered to your inbox. Or, you may have misspelled your email address during the checkout process – if this is the case, please contact us to correct this.
Q. Do you ship worldwide?
Yes. We ship to all countries.
PRE-ORDERS
Q. What does Pre-order Mean?
Preorder means that an item is not currently in stock, yet is due to arrive in the near future. All pre-order garments will have an ‘anticipated re-stock date’ on the product page. The provided ‘anticipated re-stock date’ does not include shipping times to allow for delivery. Please allow additional time for delivery of the garment/s.
Q. Are pre-order delivery dates guaranteed?
No. Pre-order dates are not guaranteed and delays may occur. Mainly due to fabric sourcing , shipment held by customs or unforseen production delays.
Alallure is not held liable for any unforeseen delays that may occur if you wish to Pre-Order an item. So please take extra care when placing your order, as we do not issue refunds for unexpected delays, change of mind/sizing or cancellations…
Hence why we recommend placing an order for a pre-order item at least 1 month after the estimated pre-order delivery date advertised on the product page to account for such delays.
Q. What if I don’t need the pre-order gown any more?
In an event where the occasion dress is not required due to any unforeseen circumstances either by yourself or Alallure, cancellation of the Pre-Order may be permitted and a store credit will be issued. We do not refund for cancellation of pre-order’s.
Q. When should I purchase a pre-order item?
We only recommend placing an order for a pre-order item when your event (where you intend to wear your pre-order gown) is held at least 1 month after the estimated pre-order delivery date advertised on the product page.
Q. What are the benefits of purchasing a pre-order item?
The benefit of purchasing a pre-order item is that you will secure your size without risking the item becoming sold out shortly after we list it online. Demand can be very high on certain items & frequently they can sell out completely via Pre-Order before they physically arrive in stock.
Q. My pre-order won’t arrive in time, can I cancel & refund my order?
No. Please kindly note, Pre-Orders cannot be cancelled / refunded once placed. However, if you wish to change your item to another garment which is in stock/arriving sooner, you may do so. Alternatively, a store credit will be issued for 1-year use on the online store.
DRESS & SIZING
Q. How do i obtain my Bust, Waist & Hips measurements?
Please refer to our Size Guide via the following link for detailed instructions on how to obtain your measurements.
If still unsure, please visit an alteration specialist, seamstress or dress-maker for accurate measuring.
Q. Do you cater for petite girls?
Our garments are suitable for 5″4 & over.
Q. I am unsure about sizing & fit?
Please contact us with your usual dress size and measurements and a customer care agent will be able to assist you. Information on how to obtain your measurements can be found in our size guide. Our size guide can be found at the footer of this website, by clicking on the link named ‘size guide’.
GENERAL QUESTIONS
Q. I received my item, but the colour doesn’t look like the colour in the photo on the website?
All colours of products are reproduced as accurately as possible, however a slight variation may occur in colours and size specifications. Colours may appear slightly different via this website due to computer picture resolution and individual monitor settings.
Q. How long does it take to receive a response to my email / enquiry?
We work Monday to Friday 9AM-7PM EST.
Usually, we respond to all customer enquiries within 12-24 hours during business hours (which excludes weekends & public holidays). During busy periods it may take longer. Please be patient as we do not ignore emails. We will acknowledge all emails within our time frame.
Q. Can I come in & try on clothing before purchase?
No, we do not have a showroom or a retail store as of yet. However, we allow returns for sizing/style concerns. Please refer to our Returns Policy for more information regarding returns.
Q. Do you have a physical store?
Unfortunately, not at the moment. We are solely based online.
IMPORT CUSTOMS, DUTIES & TAX
Q. What if I refuse my shipment due to these Taxes/Duties/Customs/Collection fees imposed on my shipment?
In the event you refuse an international delivery due to the taxes/customs duties imposed on your shipment or for any other unforeseen circumstance; the following charges will apply: 50% of the total amount paid for your garment will be subtracted from the total refund amount. (excluding any paid shipping fees by you/Alallure as this is not redeemable).
Q. Am I still required to pay customs, duties, taxes fees when I receive “Free International Shipping” on my order?
Yes, all international orders may be subject to Taxes/Duties/Customs fees. These fees are charged by your government (upon entry of your parcel to your country) and are entirely separate from any shipping fees (if any) associated with your order. Free shipping is referring to the actual shipping cost of sending the parcel from us to you, and nothing else. All other fees imposed by your country upon its arrival is your responsibility.
CURRENCY & CONVERSIONS
Q. Why does the checkout page show me a different price?
Because Alallure processes all orders in CAD (Canadian Dollars). While the content of your cart is currently displayed in a foreign currency, you will checkout using CAD at the most current exchange rate.
Q. Why did my item increase/decrease in price at checkout?
This does not mean you are paying more this is mainly caused by your checkout converting the price to CAD (Canadian Dollars) from your foreign currency displayed. (Ultimately you will be paying the same price).