FAQ

If you have a question, any doubt or maybe a good idea to share, we're here to help.
You may find the answer to your question hereunder.

You can also write to help@alua-liule.com, we will get back to you as soon as possible!

 

BEVOR YOUR ORDER

In which countries do we deliver to? What are the fees and delivery times?

We ship world-wide!

Our delivery service is provided by Deutsch Post or DHL.
Prices and delay of expedition vary according to weight and geographic areas. The shipping charge will be added to your order and clearly visible on your receipt. You will find more info HERE.

 

I cannot find the style, color or size I’m looking for.

The colors and sizes available in the online shop reflect what we currently have in stock.

Alua Liulé presents two collections a year: one Spring-Summer, and the second Fall-Winter.

The online selection changes often to always surprise you!

Unfortunately, once a product is sold out, it won’t be available again… Don’t wait too long if you have a favorite!

If you have questions about specific products you can contact help@alua-liule.com

 

How do I know the size?

You can consult our size guide, which is available HERE.

If you need assistance, don’t hesitate to contact our customer service!

 

Where can I find Alua Liulé’s products?

Alua Liulé’s collections are available online on the e-shop, on the most famous handmade-platforms as Etsy and DaWanda but also at any of our distributors. You can find the list HERE!

 

Where are your clothes produced?

Alua Liulé’s clothes are handmade and entirely produced in Germany in limited quantities, from start to finish.

The entire manufacturing processes takes place under one roof!

 

 

AFTER YOUR ORDER

When do I receive my order? How do I track the delivery of my order?

We dispatch all orders in max 3 days on working days. Orders are not shipped on the weekends or holidays. On bank holidays we will inform about any irregularities regarding delivery time. All details HERE.

You can also track your package via DHL/Posten, an e-mail with tracking number will be sent after the expedition.

 

Do I have to pay international taxes and duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Alua Liulé cannot control and is not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

 

Can I change my order?

We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. So, if you would like to make any changes, please contact the Customer Service team as soon as possible by phone or email. If your order has already been dispatched from our warehouse before you can cancel or change it by returning it to us for a refund when you receive it and place a new order.

 

How can I give feedback on what I just bought?

We are very pleased with all the feedback you can give us; it helps us to get even better!

Therefore please do not hesitate to contact us HERE !

 

How can I make a return, and do you do exchanges?

If you are not fully satisfied with your product you always have the possibility to return your item within 14 days after you have received the item or to ask to exchange the product with another one. You will receive a full refund for the item or the new item, excluding the return cost for the item. We’ll give you a full refund within 14 days by the same method you used to pay, and all we ask is that items are returned clean, unworn and have all of their tags on so that we can sell them again. We will send you a return form with your order. We will confirm your returns by e-mail.

 

How long will it take to refund me?

We will always try to handle your return as fast as possible. We will send you and e-mail once your return has been processed and if we need any additional information from you.

Once the parcel arrived safe and sound, you will be refunded as soon as possible.
The amount will appear within 3-5 working days on your bank account.

You are always welcome to e-mail us or give us a call to check on the status of your return.

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