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FAQ
Delivery, payments, orders, returns & warranty
General
How do I contact customer service?
Do you have a physical store?
Are your products ethically made?
Can I request a custom product?
Delivery & Shipping
Where do you ship?
Where are orders dispatched from?
How long does dispatch take?
What is the difference between dispatch and delivery?
How long will delivery take?
Do you offer express shipping?
How much does shipping cost?
Do you offer free shipping?
Can I track my order?
My tracking has not updated. What should I do?
What happens if my parcel is delayed?
What happens if my parcel is lost?
What happens if my parcel is returned to sender?
Do you deliver to PO Boxes?
Do you deliver internationally?
Will I need to pay customs duties or taxes?
Can I change my shipping address?
Payments
What payment options do you accept?
Do you offer Buy Now, Pay Later?
Can I pay in my local currency?
Is my payment secure?
When will I be charged?
Can I use more than one payment method?
Can I use a gift card?
Can I use a discount code?
Why is my discount code not working?
Orders
Will I receive an order confirmation?
I have not received my order confirmation.
Can I change my order?
Can I cancel my order?
Do you offer pre-orders?
Can I cancel a pre-order?
Can I purchase multiple items in one order?
What does low stock mean?
Will sold out pieces return?
Returns & Change of Mind
Do you offer change of mind returns?
How long do I have to request a return?
What condition must my item be in?
Do you cover return shipping costs?
Can I exchange my bag?
Can I exchange for a different colour?
Are sale items eligible for return?
What happens after my return is received?
Warranty
Do Alessia Jade bags come with a warranty?
What does the warranty cover?
What is not covered by warranty?
How do I make a warranty claim?
Can my bag be repaired?