EXCHANGE POLICY

FOR UNSHIPPED ORDERS:

• One free order change is permitted.
• To request changes, please email us at [email protected].

FOR ORDERS THAT HAVE BEEN SHIPPED OR DELIVERED:

EXCHANGE REQUIREMENTS:

• Timeframe: Exchanges must be requested within 7 days after the client receives the product of receipt.

• Processing Time: The procedure takes about 14 working days (excluding weekends) from exchange approval.
• Request Submission: Use the live chat button on our website or email [email protected].
• Condition: Items must be in their original condition with all tags, belts, and packaging attached.
• Proof Required: Provide videos and receipts for proof. Unboxing videos are mandatory.
• Shipping:
  • Securely wrap the item and use a tracking service.
  • Obtain proof of return shipment as you are responsible for damage until we receive the item.
  • You can either authorize us to arrange the return or use UPS – FedEX – DHL. Provide the tracking information for us to follow up.
  • If shipping is arranged by you, submit proof and the tracking number to us.
  • We are not responsible for lost shipments if tracking information is not provided.

NON-ACCEPTED EXCHANGES:

• Items not meeting the stated requirements will be returned at the customer’s expense.
• Damaged items due to customer error, altered or soiled items, and customized/ discounted/ gifted items cannot be exchanged.
• Do not process any exchange without confirmation from us.

EXCHANGE AMOUNT:

• The customer is responsible for 2-way shipping costs, customs fees, and related duties.
• Exchange amount is based on the purchasing price, excluding original fees, shipping charges, and taxes/duties.
• Differences for lower-priced exchanged items will be credited as a coupon for future purchases.

RETURN/REFUND/CANCELLATION:

• Completed orders cannot be returned, refunded, or canceled.

DEFECTIVE ITEMS FROM MANUFACTURER:

• Report defects with photos and videos to [email protected] or via live chat within 2 days of receipt.
• Return the defective item using the exchange procedure.
• The purchased amount will be held for you to place a new order or save for future purchases.

IMPORTANT NOTES:

• Customer service recommendations are for reference. Final decisions are based on detailed order confirmation.

SHIPPING POLICY:

• International Shipping: Available worldwide.
• Shipping Time: Typically 7–20 days, depending on the region.
• Express Shipping: Costs more, depending on time and region.
• Shipping Fee: Calculated at checkout based on weight and destination; excludes taxes or duties.
• Tracking: Provided via email 2–3 working days after shipment.

PLEASE NOTE:

• Ensure accurate shipping information to avoid delays.
• Shipping fees do not include customs taxes; customers are responsible for these payments.
• Contact us about taxes and customs fees before informing the shipping service.
• Refusing shipments means you are responsible for any incurred duties, taxes, and return costs, which will be deducted from your purchase amount.

QUESTIONS & COMPLAINTS:

• For more information or to make a complaint, email [email protected] or contact us via WhatsApp at (+84) 989 293 965.

1. Shopping Guide

SHOPPING IN L’ALLÉE

1. Log In to Your Account:
   • Sign in to your account on our website.
2. Browse and Select Products:
   • Navigate to the product categories on the homepage.
   • Choose the product you wish to purchase and add it to your cart.
3. Product Confirmation and Payment:
   • Review your cart and ensure all items are correct.
   • Proceed to checkout and enter your contact information and shipping address.
   • Select your preferred payment method.
   • Click “Place Order” to complete the purchase.

PAYMENT PROCESS

1. Enter Contact and Shipping Information:
   • Provide your contact details and shipping address.
2. Select Payment Method:
   • Choose your preferred payment option from the available methods.
3. Finalize the Order:
   • Click “Place Order” to submit your payment and complete the purchase.

ORDER CONFIRMATION

1. Receive Confirmation Message:
   • You will receive a confirmation message from L’ALLÉE via email or SMS.
2. Order Verification Call:
   • Our team will call you to confirm the details of your order.

If you have any questions or need assistance, feel free to reach out to our customer service.