FAQ
Orders and Tracking:
- Tracking: You'll get an email with a tracking link when your order ships.
- Missing Items: If something's missing from your order, it may have been shipped in multiple packages. Wait up to 5 days, then contact customercare@alberlie.com if you still haven't received everything.
- Damaged/Faulty Items: Contact customercare@alberlie.com immediately.
- Confirmation Email: Check your spam folder if you don't see a confirmation email. If it's still missing, contact customercare@alberlie.com.
Order Changes and Cancellations:
- Cancellations: Email customercare@alberlie.com with your order number ASAP. Orders can only be canceled if they haven't shipped yet. If it is already on its way, you need to follow the return process.
- Order Errors: Email customercare@alberlie.com with your order number ASAP. The same cancellation policy applies as above.
Pre-Orders:
- Pre-Order Shipping: Pre-ordered items ship within 24 hours of becoming available. Contact customercare@alberlie.com with questions.
Gifts:
- Gift Notes/Wrapping: Currently, Alberlie doesn't offer gift notes or gift wrapping.
Returns and Refunds:
- Returns: You have 14 days from receiving your package to request a return by contacting customercare@alberlie.com. The customer pays return shipping. See the Return Policy page for more details.
- Exchanges: Please contact us and return the product and place a new order.
- How to Return: Contact customercare@alberlie.com
- Refund Timeline: Refunds take 5-10 business days to appear on your account. If it has been longer, contact customercare@alberlie.com
- Shipping Refunds: Shipping is only refunded if the order was damaged in transit, faulty, or returned due to failed delivery attempts (and you don't want the item reshipped or a replacement).
- Damaged/Lost Returns: The customer is responsible for the safe return of the product. Use a trackable shipping service. Alberlie is not liable for damaged or lost returns.