Frequently Asked Questions
Returns and Refunds
Are there any items excluded from the returns policy?
Items marked sale/discounted items are not eligible for Returns or Cancellations. We recommend that you check all product details (colour, sizing, weight, etc.) carefully before completing your purchase to avoid any mistakes.
What do I do if I am not happy with my item?
We are really sorry to hear that you did love your order. If you find that your item does not meet your expectations you can return it to ALEAF, ask for a refund or exchange your item (only if it is in the original packing) and we hope you find exactly what you are looking for. Please refer to our returns policy for more details.
I have sent back my return, have you received my returned items?
Upon receival of your return item, our team will notify you. We recommend that until then any inquiries are directed to your carrier/shipping company. Please note that all return items are the customers’ responsibility until they have been delivered to us and ALEAF is not liable for any lost or damaged packages during shipping. For any further inquiries please contact us at firstname.lastname@example.org
How do I return an item?
You can return items to ALEAF within 30 days of receival of the product as long as it is unused and has its tag intact. In order to return an item, please first email us at email@example.com to approve the return. We request that you include pictures of the product you wish to return in your email. Once your return has been approved will we contact you with further steps. Please note that ALEAF retains the right to approve or deny return requests at our discretion. Please also note that shipping/carrier fees for all return items will be the responsibility of the customer (excluding items that may have been shipped with defects in material or craftsmanship).
How will I be refunded?
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, then your refund (excluding shipping fees) will be processed and a credit will automatically be applied to your credit card or original method of payment, within 5-10 days. Please allow for a period of 10 days before contacting us.
What happens if I forgot to include my return slip?
If you have missed including your return slip with your returned item please contact us as soon as possible at firstname.lastname@example.org. You are advised to include a clear photograph of the slip in question and we will try our best to ensure that your return is successful.
What should I do if my refund is incorrect?
We try our hardest to ensure our customers' expectations are fulfilled, if by any chance you find an error in your refund please get in touch with us at email@example.com, we will ensure this issue is resolved.
How do you refund delivery charges if I return something?
Shipping and delivery of returned items, except returns of faulty or incorrect products, is solely the responsibility of the customer. Hence we do not refund delivery charges for general returns.
What happens to my refund if my card is no longer in use?
If you inform us at firstname.lastname@example.org before your refund has been arranged we can organize a different payment gateway in order to refund you. However, if Aleaf has not been informed your refund will still go back onto the card details used on your order as long as the card account is still open.
What countries do you ship to?
We currently only ship to selected countries:
- Hong Kong
- New Zealand
- South Korea
- United Arab Emirates
Can I track my order?
Tracking is available on all international orders.
Please note tracking is not available for all domestic orders at this current time. However you can contact us at email@example.com any time for more information about your package.
To track your order all you need to do is login to ‘My account’ and click on the purchase you want to track. Select ‘Track Order’ to follow your parcel.
Can I change my delivery address?
Yes, you can change your delivery address within 2 hours of placing your order. However, please note that delivery to the revised address may incur additional charges and/or time. In order to change your delivery address please contact us firstname.lastname@example.org and we will reroute your delivery accordingly.
How much does delivery cost?
Our delivery costs are dependent on the region you require delivery to. Shipping costs for international orders are calculated automatically at the checkout page when both the destination and delivery service are selected. To find out the minimum delivery cost for your country and the estimated delivery times please refer to Delivery.
Can I fast-track my delivery?
No, unfortunately as at this moment we are unable to provide this option for our customers. However we strive to uphold a high-standard of customer service in all our operations, so rest assured your parcel will be delivered to you at the earliest possible time.
How many days will it take for my delivery?
Orders will take approximately 5-7 days to arrive from the date your parcel was shipped. Please do keep in mind that this date is an estimate, therefore your parcel may be delivered a few days prior to or later than the mentioned delivery date. To see the progress of your order check your tracking.
When will my order be delivered?
Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.
If you are not available when your parcel is being delivered, the carrier may leave a message for you letting you know where your parcel is or how you can pick it up or rearrange delivery.
Please be advised that on any public holiday dates in your country, deliveries may not be made. In this instance, please expect your order to arrive the next business day.
My order has not arrived yet
If your order has not arrived by the estimated delivery date, please allow a few extra days for your parcel to be delivered. We strive to get your order delivered speedily however delays in shipping may occur. Make sure you keep an eye on your tracking link for updates.
If it has been 10 days past the mentioned estimated delivery date and you have not yet received your parcel, please contact us at email@example.com and we will assist you.
What happens if I’m not in when my order arrives?
If you are not in when your order arrives, don’t worry, our delivery partner will contact you to arrange re-delivery or let you know where you can pick-up your parcel. If you face any other difficulties in receiving your parcel please contact us at firstname.lastname@example.org.
Can I choose a specific time or day for my delivery?
ALEAF is currently unable to facilitate this service, we can only provide an estimated delivery date to our customers based on the shipping process. We regret any inconvenience this may cause.
Can I have my order delivered to my work address?
Yes, ALEAF can facilitate delivery to any address entered by the customer when placing the order, provided that the destination is within our prescribed delivery areas.
What is the packaging used?
All of our products come in a cotton dust bag and are packed in a cardboard box. The box can be recycled or reused.
We have aimed to keep the environmental impact of our packaging at a minimum while considering preserving the integrity of our products throughout shipping.
How can I recycle my ALEAF packaging?
You can break down the box and dispose of it in your recycling bin. Additionally, you can reuse the box to store other items.
My order status is still ‘It’s ordered’ when will it be shipped?
We generally require a few days to process your order after which it is sent to shipping. If more than seven days has elapsed since you placed your order and the order status has remained unchanged please contact us immediately at email@example.com. We will resolve the situation for you as swiftly as possible.
What if my country is not listed?
Unfortunately, this means that we currently do not ship to this country. However, please feel free to contact us at firstname.lastname@example.org and we will see if we can ship to you.
Can I cancel my order after I’ve placed it?
It is possible to cancel your order within 2 hours after you have placed it. However, in some instances we may be able to cancel your order even after this time limit, so please reach out to us at email@example.com and we will see what can be done to help you out.
How can I cancel my order?
Can I amend my order after I’ve placed it?
Your order and relevant details (e.g.: delivery location, phone number, etc.) can be changed 2 hours after placing your order. To facilitate this please contact us at firstname.lastname@example.org. However please note that amending your order may incur additional costs and delivery time and may not always be possible.
I’ve received a faulty item, what should I do?
We’re really sorry if you’ve received a faulty item. Please contact us at email@example.com and let us know what the issue is (with pictures!) as soon as possible so we can get it sorted out for you. We may ask you to return the item shipped to you, in that case our customer service team will help you process your return.
Do your products come with a warranty?
All our items come with a lifetime warranty. The warranty covers repairs pertaining to zips, buckles or similar components in our accessories. Each warranty comes into effect upon delivery of the product to our customer. Any damages to material are not covered by the warranty as these damages are generally results of improper product care, handling and/or storage. For information about product care please refer to our product care page.
In order to avail your warranty please contact us at firstname.lastname@example.org with details and pictures of the damage, we will then direct you to the nearest office where your warranty can be used or request that it is shipped to us to make the repairs. In this case, shipping costs will also be covered by the warranty.
I have received an incorrect item or I am missing an item?
We take extreme care in processing and dispatching all orders to ensure our customers receive what they expect.
However, on the occasion that you have received the incorrect item or an item is missing from your order please check your order confirmation to make sure we have sent you the wrong order. Please contact us immediately at email@example.com with your problem, a picture of the item you received and your receipt.
We will then be able to assist you to arrange a return of the item and ship the correct item to you and all shipping costs will be covered by ALEAF. (Shipping costs do not include tariffs/taxes levied by the government or customs department, payment of these will remain the customer’s responsibility.)
I’ve bought a gift voucher, can I cancel or return it?
If you’ve bought the gift voucher you can cancel it within 24 hours of purchasing the gift voucher. If you wish to cancel it after this date we can only refund 30% of the original voucher amount to you via your original payment method. The 30% refund may require a few days to reach your account to allow for processing time. Please note, we can only cancel the gift voucher prior to the date you have selected for it to be sent.
If you have received a gift voucher and wish to cancel it, please ask the person who purchased it to get in touch with us at firstname.lastname@example.org. The cancellation needs to be through the account the voucher was purchased from.
I’ve cancelled my order, when will my money be available again?
If you cancelled your order before you received an Order Confirmation email, you should receive a 100% refund via your original payment method in a few days time after the cancellation is processed.
If you were successful in cancelling your order after an Order Confirmation email was sent, you may be refunded a portion of the original cost of the item via your chosen payment method in a few days time. This is to compensate for any additional costs incurred by ALEAF in cancelling your order once it has already been processed.
Product & Stock
Can I have items sent to someone as a gift?
You can arrange for ALEAF products to be delivered as a gift through our normal order process, however please make sure to provide us with any relevant contact details and or delivery requirements. Aleaf also offers electronic gift cards to be sent to the recipient's inbox according to the date specified by the customer. If you would like to purchase an electronic gift card for your loved one (or yourself!) click here.
Where can I find your care instructions?
We believe that in order to ensure that our products last for a long time we should take great care of them. For information on product care for ALEAF items please click here.
What is your recycling policy?
Following the philosophy of reduce, reuse, recycle, we encourage that all items bought from ALEAF be firstly used to their fullest potential, and once no longer used, the items be donated, swapped with friends or family or even sold to thrift stores if they are in acceptable condition. If donating the items is not possible, we fully recommend that the items be recycled or composted. Instructions on recycling or disposing ALEAF items can be found here. If you cannot recycle the item or the packaging yourself, we ask that it be sent to us and we will ensure the item reaches a sustainable end.
Personalization & Customization
What fonts do you emboss in?
We offer 2 different fonts for embossing:
- San Serif
If you would like a different font we can have it customised for you.
Do you offer custom embossing?
Yes we do! Take personalization to the next level and make your product purchase that much more distinctive and unique to you. This service is rather detailed and therefore cannot be done in a day!
You can get customised fonts, emojis, logos, handwriting and even phrases.
Please do contact us and provide us with the artwork at email@example.com for your custom embossing.
|Fonts||Select your preferred font|
|Emojis||Send us your desired emoji|
|Drawings||Share your image with us|
|Handwriting||Send us an image of your handwriting|
|Logos||Share an image of the desired logo|
|Phrases||Email the phrase you’d like to us|
Please note: It will take us 2-3 weeks to fulfill your order and have your order delivered to you. The customised font service comes at a fee of approximately $50. The prices may vary depending on the artwork provided.
We will try our very best to suit your expectations and give you a finished product that you will love!
What size fonts do you offer?
Our fonts come in only one size which is 10mm (1cm).
What emojis do you offer?
We offer a range of emojis. We’ve categorised our emojis as:
- Letters, symbols & numbers
- Faces & hand signs
- Food & Drinks
What colors can you emboss in?
We currently emboss in:
- Rose Gold
- Matte Silver
- Matte Gold
- Gun Metal
What does blind emboss mean?
Blind emboss means that the monogram you choose will be indented into your product without applying any colour. The monogram will have no foil applied to it.
How many letters can I have embossed on my item?
For our standard fonts you can get up to three characters and an emoji embossed on each item you purchase, free of charge. Please note- some of our smaller items can only fit two characters. The number of characters that fit will depend on the size of the item.
If you would like more than three characters, we can do this for you, depending on the font style. If you would like more characters, please email us at firstname.lastname@example.org.
Unfortunately, we currently cannot offer double letters (i.e Ana or Eve) just yet.
Is personalization free?
|Fonts||4 characters — Free|
|Custom emojis / fonts||
4 characters — Free
Over 4 characters — $20
4 characters- $20
Over 4 characters- $50
|Add your own artwork / handwriting||$50|
These prices apply to a maximum of 10 characters.
Can I choose the font size of my custom embossing?
We cannot guarantee this as some font sizes may not fit the selected product. If it does fit the product, we will be delighted to! If not, we will use a font size that best fits the product you wish to monogram!
Can I get my initials monogrammed anywhere on my product?
We offer different positions for monogramming. These are the most common:
- Top centre
- Top left
- Top right
- Middle centre
- Bottom centre
- Bottom left
- Bottom right
Please note that the place for your monogram depends on the item.
I'm having trouble signing into my account.
If your email ID or password isn’t recognized, re-check the email ID and password you registered with and use this to login to your account.
If you are having issues with remembering your password, click on ‘Forgot Password’, through which you will be directed towards setting a new password.
If the problem persists, please contact our Customer Care Team. Give them all relevant information, preferably with screenshots and they will help you out.
I’m having trouble accessing your website. What should I do?
The first thing to do in such a situation would be to check that your device clock is not set to a faster time. If this is the case, you will not be able to access your ‘My Account’ page on our website.
If the issue persists –
- Delete your cookies - You can delete your cookies under the ‘History’ option in your browser.
- Restart or update your browser - After clearing your cookies, close the ALEAF web page and reopen it.
- Update your operating system - For a better experience, use the latest version of your operating system
- Check your internet connection
- Make sure there are no proxies or VPNs blocking content your access
- Contact us - If your problem persists, get in touch with our Customer Care Team and they will help you out.
I've forgotten my password, how do I reset it?
Getting back into your account is rather simple!
- Open up our sign in page
- Click on the ‘Forgot Password’ option and enter your email ID
- We will then send you an email with a password reset link on your registered email ID
Payment, Promos & Gift Voucher
How do I place an order?
Follow these simple steps:
- Select ‘Add to Cart’ on the item you want to buy.
- Click on the bag icon once you are done shopping and want to view your items
- If you’re happy with your products, click on the ‘Checkout’ option.
- Enter your email ID and password and then you will be taken to the ‘Confirm and Pay’ page.
If you are a new customer, register now!
- If you have a promo code or voucher to spend, you'll need to enter this under the Promo/Student Code or Vouchers tab.
- Confirm your preferred delivery method and address.
- Confirm your payment method and ‘Place Order’.
To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.
An email confirming your order will be sent to your registered email ID.
How can I pay for my order?
We accept a wide range of payment methods to cater to you all. You can use any of the payment types such as AMEX, Discover, Mastercard, Visa, Diners Club, JCB and PayPal to pay for your order.
Follow the below steps to add a payment method to pay for your order –
- Login to your account and click on ‘Payment methods’
- Add payment details and save them on your account
- Upon checkout, you can pay using any method on your saved payment options.
You can also choose to enter your details when you come to the payment gateway. If no payment details have been pre-registered, you will be required to enter them when you click on the ‘Pay Now’ option.
Can I get a refund if the price has changed since I ordered it?
Our prices are subject to change depending on current fashion trends and demand from customers, in which case we will not refund the difference.
How do I change my currency?
Clicking on the flag icon will display the currency for your selected country. If more than one currency is available, you can select a currency and all prices will be displayed in your chosen currency.
My payment was declined, what should I do?
- Place your order again. Once the payment is declined, we cannot reinstate it. Therefore you will need to place the order again.
- Make sure all the details are entered correctly. Check the card details on your ALEAF account - make sure the billing address and expiry date on the card is entered correctly. Enter the security code correctly. Check with your bank if the payment was declined by them. Try paying with another card.
- Contact us. If you have received an error message, contact our Customer Care Team and they will assist you.
What should I do if I’ve been overcharged for my order?
We’re sorry if you have been charged more than you expected. This could be for a few reasons:
- You are charged based on the currency that is selected at checkout. If the currency on your card is different from the one selected during checkout, your bank will convert the amount using the current exchange rate. Make sure to select the correct country and currency while shopping.
- If a promo code has been used on your order, the discount may not apply to all items in your basket. There are certain exclusions with some promo codes and you can find these in the T&Cs that would have been included when you received the code.
- Choosing a selection results in a full page refresh.
- Press the space key then arrow keys to make a selection.