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  • Once your order has been shipped, you will receive a confirmation email containing the shipment details and a tracking number so that the shipping progress of your order can be tracked.

    If the order was placed via your account, the status of your order can be checked by logging into your account and entering the “Orders” section.

    If the order was placed as a guest, the status of the order can still be viewed from the “Track my order” section, available here.

  • If the tracking number does not work or is non-existent, please do not be alarmed as the process of transferring information from the courier to our systems can take up to a maximum of 24 hours to complete.

    During this time, information regarding your order may be incomplete or the tracking number may be indicated as “non-existent”.

    For this reason, we encourage that you check again after 24 hours have elapsed since you received your email with the tracking information. The information will be updated directly by the courier

  • WE AIM TO DISPATCH ALL ORDERS AS QUICKLY AS POSSIBLE, TYPICALLY WITHIN 2 WORKING DAYS.

    DELIVERY TIMES PROVIDED ARE ESTIMATES AND SHOULD BE USED AS A GUIDELINE ONLY. PLEASE NOTE THAT WE CANNOT BE HELD RESPONSIBLE FOR DELAYS CAUSED BY CUSTOMS PROCEDURES OR CLEARANCE REQUIREMENTS IN THE DESTINATION COUNTRY.

    ONCE YOUR ORDER HAS BEEN DISPATCHED, YOU WILL RECEIVE A CONFIRMATION EMAIL INCLUDING YOUR TRACKING NUMBER, ALLOWING YOU TO FOLLOW THE JOURNEY OF YOUR PIECE UNTIL IT ARRIVES.

tracking an order

  • YES, WE SHIP WORLDWIDE.

    IF YOUR COUNTRY IS AVAILABLE AT CHECKOUT, WE CAN DELIVER TO YOUR LOCATION. SHIPPING OPTIONS AND DELIVERY TIMES WILL BE CALCULATED AUTOMATICALLY BASED ON YOUR DESTINATION.

    IF YOU CANNOT FIND YOUR COUNTRY AT CHECKOUT, PLEASE CONTACT US AT INFO@ALETRARI.COM AND WE WILL BE HAPPY TO ASSIST YOU.

  • YES, ORDERS CAN BE SHIPPED AS GIFTS.

    TO SEND A GIFT, SIMPLY ADD THE DESIRED PIECES TO YOUR SHOPPING BAG AND PROCEED TO CHECKOUT. SELECT THE GIFT OPTION UNDER THE SHIPPING METHODS AND COMPLETE THE REQUIRED DETAILS. YOU CAN ALSO INCLUDE A PERSONAL MESSAGE TO BE DELIVERED ALONGSIDE YOUR GIFT.

  • AVAILABLE SHIPPING METHODS AND COSTS VARY DEPENDING ON YOUR DESTINATION AND WILL BE AUTOMATICALLY CALCULATED AT CHECKOUT.

    WE AIM TO DISPATCH ALL ORDERS WITHIN 2 WORKING DAYS.

    DELIVERY TIMES ARE ESTIMATES AND SHOULD BE USED AS A GUIDELINE ONLY. PLEASE NOTE THAT WE CANNOT BE HELD RESPONSIBLE FOR DELAYS CAUSED BY PAYMENT AUTHORISATION PROCESSES, CUSTOMS PROCEDURES, OR OTHER CIRCUMSTANCES BEYOND OUR CONTROL.

    DURING SALE PERIODS OR HIGH-DEMAND PERIODS, ORDERS MAY EXPERIENCE ADDITIONAL PROCESSING TIMES OF UP TO 2–3 WORKING DAYS. WE APPRECIATE YOUR UNDERSTANDING.

shipping

  • WE AIM TO DISPATCH ALL ORDERS AS QUICKLY AS POSSIBLE, TYPICALLY WITHIN 2 WORKING DAYS.

    DELIVERY TIMES PROVIDED ARE ESTIMATES AND SHOULD BE USED AS A GUIDELINE ONLY. PLEASE NOTE THAT WE CANNOT BE HELD RESPONSIBLE FOR DELAYS CAUSED BY CUSTOMS PROCEDURES OR CLEARANCE REQUIREMENTS IN THE DESTINATION COUNTRY.

    ONCE YOUR ORDER HAS BEEN DISPATCHED, YOU WILL RECEIVE A CONFIRMATION EMAIL INCLUDING YOUR TRACKING NUMBER, ALLOWING YOU TO FOLLOW THE JOURNEY OF YOUR PIECE UNTIL IT ARRIVES.

  • IF YOUR ORDER HAS BEEN DELIVERED BUT YOU NOTICE THAT ITEMS ARE MISSING, PLEASE CONTACT OUR CUSTOMER CARE TEAM AT INFO@ALETRARI.COM

    TO HELP US INVESTIGATE THE ISSUE WITH THE COURIER, PLEASE PROVIDE THE FOLLOWING INFORMATION:

    • PHOTOS OF THE PARCEL FROM DIFFERENT ANGLES
    • PHOTOS OF THE CONTENTS RECEIVED
    • DETAILS OF THE DELIVERY METHOD USED
    • INFORMATION REGARDING THE CONDITION OF THE PARCEL UPON ARRIVAL

    ONCE WE RECEIVE THESE DETAILS, WE WILL BEGIN AN INVESTIGATION WITH THE COURIER COMPANY AND ASSIST YOU FURTHER.

  • IT IS NOT POSSIBLE TO SCHEDULE A SPECIFIC DELIVERY TIME OR ARRANGE APPOINTMENTS DIRECTLY WITH THE COURIER. DELIVERIES ARE MADE MONDAY TO FRIDAY DURING STANDARD BUSINESS HOURS. PLEASE NOTE THAT THE COURIER DOES NOT DELIVER ON PUBLIC HOLIDAYS OR THE DAY BEFORE A PUBLIC HOLIDAY.

    IF YOU ARE NOT AVAILABLE WHEN DELIVERY IS ATTEMPTED, THE COURIER WILL MAKE A SECOND ATTEMPT ON THE FOLLOWING WORKING DAY.

    IF A THIRD DELIVERY ATTEMPT IS REQUIRED, PLEASE CONTACT OUR CUSTOMER CARE TEAM TO REQUEST AN ADDITIONAL ATTEMPT.

    IF THE PARCEL REMAINS UNDELIVERED AFTER THE THIRD ATTEMPT, IT WILL BE RETURNED TO OUR WAREHOUSE.

DELIVERY

  • YOU MAY REQUEST A RETURN OR EXCHANGE FOR YOUR ONLINE PURCHASE WITHIN 30 DAYS OF RECEIVING YOUR ORDER. RETURNS AND EXCHANGES ARE COMPLIMENTARY.

    PLEASE NOTE THAT RETURNS MUST BE SHIPPED FROM THE SAME COUNTRY OR REGION WHERE THE PURCHASE WAS MADE. WE ARE UNABLE TO ACCEPT RETURNS SENT THROUGH UNAUTHORISED CARRIERS OR RETURNED FROM A DIFFERENT LOCATION.

    FOR A RETURN OR EXCHANGE TO BE ACCEPTED, ITEMS MUST BE UNUSED, UNWORN, IN THEIR ORIGINAL CONDITION, WITH ALL TAGS ATTACHED AND INCLUDING ANY ORIGINAL PACKAGING.

    TO REQUEST A RETURN OR EXCHANGE, PLEASE FOLLOW THESE STEPS:

    1. CONTACT OUR CUSTOMER CARE TEAM TO INITIATE YOUR RETURN OR EXCHANGE REQUEST. ONCE YOUR REQUEST HAS BEEN APPROVED, PLEASE RETURN YOUR ITEM(S) WITHIN THE SPECIFIED TIMEFRAME.

    2. PLACE THE ITEM(S) SECURELY IN THEIR ORIGINAL PACKAGING AND SHIPPING BOX. IF A RETURN LABEL IS PROVIDED, ATTACH IT OVER THE ORIGINAL DELIVERY LABEL.

    3. ARRANGE COLLECTION WITH OUR DESIGNATED COURIER OR DROP OFF YOUR PARCEL AT AN APPROVED COLLECTION POINT, FOLLOWING THE INSTRUCTIONS PROVIDED.

    ONCE YOUR RETURN HAS BEEN RECEIVED AND INSPECTED, YOU WILL RECEIVE A CONFIRMATION EMAIL AND YOUR REFUND WILL BE PROCESSED TO THE ORIGINAL PAYMENT METHOD.

    PLEASE NOTE THAT WE ARE UNABLE TO ACCEPT RETURNS OF ITEMS THAT HAVE BEEN WORN, ALTERED, DAMAGED, OR RETURNED WITHOUT THEIR ORIGINAL PACKAGING.

    FOR FURTHER INFORMATION REGARDING ELIGIBLE PRODUCTS AND OUR RETURN PROCESS, PLEASE CONTACT OUR CUSTOMER CARE TEAM.

RETURNS

  • WE ACCEPT THE FOLLOWING PAYMENT METHODS:

    CREDIT CARDS
    VISA, MASTERCARD, AND AMERICAN EXPRESS.

    THE TOTAL ORDER AMOUNT WILL BE CHARGED TO YOUR CARD ONCE YOUR ORDER HAS BEEN DISPATCHED.

    FOR A FASTER CHECKOUT EXPERIENCE, YOU MAY SAVE YOUR CARD DETAILS FOR FUTURE PURCHASES, ALLOWING YOU TO COMPLETE YOUR NEXT ORDERS WITHOUT RE-ENTERING YOUR PAYMENT INFORMATION.

    PLEASE NOTE THAT APPLE PAY IS NOT AVAILABLE FOR PRE-ORDER PURCHASES.

    PAYPAL
    YOU CAN ALSO COMPLETE YOUR PURCHASE USING PAYPAL WITHOUT ENTERING YOUR CREDIT CARD DETAILS DIRECTLY ON OUR WEBSITE.

    YOUR PAYPAL ACCOUNT WILL BE CHARGED ONCE YOUR ORDER HAS BEEN CONFIRMED.

    IF YOU DO NOT HAVE A PAYPAL ACCOUNT, YOU CAN CREATE ONE DIRECTLY THROUGH PAYPAL.

  • MODIFYING AN ORDER:

    PLEASE NOTE THAT THIS SERVICE IS NOT AVAILABLE. OUR TEAMS WILL BE HAPPY TO ASSIST YOU.

    CANCELLING YOUR ORDER:

    PLEASE CONTACT OUR CLIENT SERVICE, WHO WILL BE HAPPY TO ASSIST YOU.

    INFO@ALETRARI.COM

PAYMENT

  • DELIVERY ISSUES + DAMAGED PARCELS

    IF YOUR ORDER HAS NOT ARRIVED WITHIN THE ESTIMATED DELIVERY TIMEFRAME, PLEASE CHECK THE FOLLOWING:

    - REVIEW YOUR ORDER STATUS THROUGH YOUR ACCOUNT.
    - CONFIRM THAT YOUR DELIVERY ADDRESS IS CORRECT.
    - CONTACT THE COURIER IF YOU WERE UNABLE TO COLLECT YOUR PACKAGE OR IF A DELIVERY ATTEMPT WAS MISSED.

    IF YOU REQUIRE FURTHER ASSISTANCE, PLEASE CONTACT OUR CUSTOMER CARE TEAM AT INF@ALETRARI.COM

    DAMAGED PARCELS

    UPON DELIVERY, PLEASE CHECK THAT YOUR PACKAGE IS IN PERFECT CONDITION BEFORE ACCEPTING IT.

    ANY VISIBLE EXTERNAL DAMAGE MUST BE REPORTED IMMEDIATELY IN WRITING ON THE COURIER’S DELIVERY DOCUMENTS BEFORE SIGNING. PLEASE INDICATE THE CONDITION OF THE PARCEL CLEARLY (FOR EXAMPLE: DAMAGED PACKAGE, OPEN BOX, OR OTHER VISIBLE ISSUES).

    FOR ANY OTHER DELIVERY-RELATED CONCERNS, PLEASE CONTACT OUR CUSTOMER CARE TEAM FOR ASSISTANCE AT INFO@ALETRARI.COM

I HAVE AN ISSUE WITH MY ORDER