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FAQs

 

1) Which payment options do you provide?

In our website you can pay with a variety of payment methods. You can choose from the following options:

- PayPal;

- Visa;

- Mastercard.

 

2) To which countries do you ship?

We ship to the following locations:

Åland Islands, Albania, Algeria, Andorra, Angola, Anguilla, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Brazil, Brunei, Bulgaria, Cambodia, Canada, Cayman Islands, Chile, China, Colombia, Costa Rica, Côte d’Ivoire, Croatia, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Finland, France, French Guiana, French Polynesia, Georgia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guyana, Haiti, Honduras, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kuwait, Laos, Latvia, Lebanon, Libya, Liechtenstein, Lithuania, Luxembourg, Macau SAR China, Macedonia, Malaysia, Maldives, Malta, Martinique, Mauritius, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Myanmar [Burma], Nepal, Netherlands, Netherlands Antilles, New Zealand, Nicaragua, Nigeria, Norway, Oman, Pakistan, Palestinian Territories, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Saint Barthélemy, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, San Marino, Saudi Arabia, Senegal, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Suriname, Sweden, Switzerland, Syria, Taiwan, Thailand, Trinidad and Tobago, Tunisia, Turkey, Turks and Caicos Islands, U.S. Minor Outlying Islands, U.S. Virgin Islands, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Vatican City, Venezuela and Vietnam.

If your country is not listed above and you would like to place an order, please contact us at customer@aladesign.com.

 

3) How long will my order take to arrive?

ALA Design provides worldwide through Chronopost and FedEx.

Orders are processed within 4 days of placing your order.

We only ship to matching billing and confirmed shipping addresses.

We will not be liable for lost packages due to incorrect shipping information.

These are the expected delivery times by region:

- Portugal: 2 working days;

- Other countries within the European Union: 3-7 working days;

- Rest of the world: 7-14 working days.

 

4) How do I track my order?

If you have received both an order confirmation email and a delivery email, please check your tracking number on www.chronopost.pt or www.fedex.com. If you have not received both the emails mentioned above or cannot find your tracking number on the FedEx website, please contact customer@aladesign.com.

 

5) What are the shipping costs?

We offer free shipping to our European Union customers and €15 shipping to countries outside of the EU. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible.

Furthermore, our prices do not include customs fees or other additional taxes that might apply to customers in non-EU countries. We cannot be held responsible for any additional costs.

 

6) Can I return an item? What are the conditions?

Yes. Our return policy entitles you to return the product for any reason within 14 working days of having received it. You can open the package and check the contents.

However, the shoes cannot be used and you should enclose the original packaging, double boxed. You are responsible for the cost of returning the items. For defective or incorrect products, please contact our customer service who will arrange a free return for you.

We cannot exchange shoes. If you would like a different size or model, you have to place a new order.

 

7) How long does it take to process my return?

ALA Design can only process a refund once we have received the shoes in good order. Therefore we advise you to always keep hold of your tracking code and receipts.

Once we have received your package, we strive to process your refund within 5 working days. You will be notified via e-mail at the address listed on your account when this transaction has taken place.

 

8) Can I cancel or change an order?

After an order is confirmed, the packing and shipping processes generally start immediately. Therefore, cancelling or changing an order is not possible.

 

9) Why have I not received a confirmation for my order?

Please check you order history to ensure that you indeed placed an order. Once this is confirmed, be sure that your email address is correct. If you are still unable to find it, check your SPAM box that blocks certain emails. In the event it is not seen, please contact our customer service with your order number so that we can check that your order has gone through.

 

10) Will you restock items once they have been sold out?

Some designs are restocked every now and then. If there is a specific product that you are seeking, then you are always welcome to get in touch with our customer service team and we will check this for you. Keep an eye on our social media pages and sign up for the newsletter to receive notifications about these restocks.

 

11) I have placed an order during the sale. Can I return my order?

No. During a sale, when there are reduced prices, all sales are final. Orders cannot be returned, exchanged and/or refunded. If you have any questions, please contact customer@aladesign.com.

 

12) I have another question that is not part of your FAQs.

In the event you have a further question which has not been addressed in this section or anywhere else on the website, please e-mail your question to info@aladesign.com.