Frequently Asked Questions

Frequently Asked Questions

What is the delivery time of my order?
When you order from Alofa, the delivery time may be different from what you're used to. Since our products are shipped directly from our suppliers, we can significantly reduce storage and transportation costs. This allows us to offer our products at very competitive prices.
The average delivery time is between [X] to [X] business days (Mon-Fri, excluding public holidays).

What should I do if I haven't received my order yet?
Due to the high demand for our products, it is possible that your product might arrive slightly later than expected. We appreciate your understanding. If the estimated time has passed and you still haven’t received your order, please send an email to ByAlofa@hotmail.com. We will investigate and let you know the status of your package.

I want to exchange/return my order, how do I do this?
To return an item, simply contact our customer service at ByAlofa@hotmail.com. Please include your name, order number (e.g., #0000) from your confirmation email, and the reason for the return. We will then provide you with the return address and confirm the return. After that, you can send the product back to us via a courier of your choice.

What are the return costs?
Unfortunately, returns are at your own expense. The cost will depend on the courier you choose. Please refer to the website of the courier you plan to use for more information on pricing.

What are the conditions for returning my product(s)?
There is always a return period of 14 days. The return period starts on the day you receive the item. However, there are conditions for returning: You can only return the item if:

• The return period has not yet expired;

• The product is in its original packaging and all labels are still attached;

• The product has not been used.

What payment methods can I use?
We accept payments via iDeal, Bancontact, Credit Card, and Klarna. If you're unsure whether your payment method is accepted, simply follow the steps on the payment page to view all available options.
All transactions are processed through secure and trusted payment systems, so they are 100% safe.

What if I haven't received an order confirmation email?
That’s not intended. Please send an email with your full name and email address to ByAlofa@hotmail.com. We’ll assist you promptly.

Can I cancel my order?
If you wish to cancel your order for any reason, please email ByAlofa@hotmail.com as soon as possible. In your email, include your name, order number (e.g., #0000) from the confirmation email, and, if possible, the reason for cancellation.