DELIVERY POLICY

We use a trackable delivery service and mostly a signature will be required on delivery. When you receive your shipping email with tracking information, you know your order is on its way.

Our delivery partners are Royal Mail and Parcel Force Worldwide.

Orders placed from Monday to Friday 16:00 GMT will be processed and shipped the following business day.

No deliveries are made on weekends unless order placed on Friday and it is not public holiday.

Orders placed on weekends and public holidays will be processed and shipped on the following business day therefore, deliveries may take longer than expected during these periods.

Deliveries may be delayed due to unforeseen irregularities on the part of our delivery partners. Ala Luxury can assume no liability in such cases.

Items remain the property of Ala Luxury until receipt of final payment.

 

CAN I CHANGE THE DELIVERY ADDRESS AND THE DAY OF YOUR DELIVERY?

It not always possible to change the day of your delivery address or delivery date after your order has been sent for eligible items. You could organise the delivery of your parcel in the most suitable way for you, by utilising our delivery partners’ web portal.

Royal mail offers delivery options service where you can manage your delivery, please refer to the email sent by our delivery partner.

 

SHIP TO ANOTHER COUNTRY & REGION?

Delivery to another country & region is not possible. We only do delivery in the UK excluding Northern Ireland.

 

WHERE IS MY PARCEL?

Please check the shipping confirmation email to track your parcel.
If the tracking shows that your parcel has been delivered, please check if someone else at your address has accepted it, alternatively your parcel may have been left with a neighbour.

Otherwise, please look for a notification of attempted delivery, you may find it in your letter box.

In case you cannot locate your parcel, please contact customer relations, please have your order number and tracking number to hand.

 

RETURN POLICY

We believe that you will love your Ala Luxury purchase but If you have changed your mind about keeping your purchase and would like to return it, we will get that sorted for you as quick as possible.

Refunds can be requested within 14 days of the date of receipt.

Please bear in mind It is not possible to replace or exchange products unless faulty. Unwanted items would need to be return per our return policy.

Please return your purchase in original condition (including all labels and tags intact) with proof of purchase.

By original condition we mean:

• You have kept all original packaging and labels in good condition and the product can be resold at full price.
• You have not used the product.
• If you wish to return an item of jewellery, please be aware that we will only process your refund once the item has been returned to and checked by our specialist; this can take up to 14 days.

• For items which come in a single box (“normal set”), if you wish to return any of the items within the normal set, you will have to return all the items that were part of the normal set. Ala Luxury will not accept returns of individual items within the normal set and will only accept returns of the entire normal set.

 

The following products will not be eligible for exchange or refund unless is faulty:

• Products you received over 14 days ago.
• Products have been engraved, personalised, or altered.
• Product has faults or damages caused by accident, neglect, or misuse.
• Products that have been opened or unsealed (other than where necessary to inspect).
• Products without original packaging or labels.
• Products or packaging in poor condition.
• Where a product made to your specifications or personalised for you.
• Where a product is not in stock and order to our supplier for you.
• Earrings cannot be returned for hygiene reasons.

Please note that if you return products which are outside our returns policy or if you do not have proof of purchase, we are unable to process a refund, so please keep your receipt or order confirmation.

If you are only returning some of the items on your order, then we will only refund the cost of those items.

Once we have your package, you will receive a return confirmation email.

Refunds will be processed once the item comes back to us. It can take up to 3-7 business days (usually sooner) for the refund to appear in your bank account.

If you paid by using PayPal we will process a refund to your PayPal account once we receive your return and transaction charges will be applied to you unless purchase is faulty.

If you wish to return item, please email us at [email protected] with your order number and name for us to identify and register your return. A brief explanation would be much appreciated, as we are always looking for ways to improve.

For return, we would kindly ask you to send your parcel to the following address:

53 Ridge Close, SE28 0HT, London, The UK

Please, keep the postal receipt with you for further reference. As soon as we receive your parcel, you will get a notification per email and a full refund. It is very important to include a note with the order number and name.

Please return your purchase well protected from damage and in their original condition and packing. We reserve the right to seek damages from you if any of products are returned used or damaged.

Please make sure that all return postage costs and fees are paid in full on your side. As you can understand all Ala Luxury product ranges are very precious. Therefore, we will kindly ask you to post purchased item back to us via Royal Mail Special Delivery Guaranteed either Parcel Force Express 24 with a protection service with identifying the value of product.

We will only cover the return delivery costs if the product is faulty. We always suggest returning the items with proof of delivery, as we are not liable for returns that are not delivered to us or are delivered damaged.