FAQ – Alleon

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FAQ

SHIPPING 

How long will it take to get my order? 
It's coming, promise! We ship orders on Mondays - Fridays, during office hours only, and we don't operate on public holidays. We always aim to post your order as quickly as possible (usually within 48 hours) but there might be some delays – especially after releases! Your patience is appreciated.

Once we ship your product, it'll get there in about this long: 

Germany:

We use DHL and your shiny package should arrive in 1-3 business days once shipped.

International Europe: 
Standard International: 
This goes through DHL and has basic tracking. Your product should appear up to 1 week  after we ship it.

International Over Sea: 
Standard International: 
This goes through DHL and has basic tracking. Your product should appear in 1-2 weeks  after we ship it.

Express Courier: Costs a bit more, but hey – it's DHL and fully trackable. Your stuff will arrive in about 2-3 working days once shipped. DHL usually deliver between the hours of 9am-5pm and will request a signature. If you aren't available when your parcel is delivered, the delivery driver will leave a card with instructions on how to pick up.


Duties/Customs fees: Some countries may charge import duties and taxes or other random fees. DHL may also charge handling fees for processing your parcel through customs. Sorry, we have no control over this and it's your responsibility to pay for any fees. We suggest you find out what fees are applicable in your country before you order. 

Will my order be tracked? 
Yes! No matter what shipping option you go for you will receive a tracking number in your shipping confirmation email so you can stalk your new gear all the way to your front door!

PAYMENT

How can I pay? 
This website accepts Pre-payment, Visa, Mastercard, Paypal and ALLEON Gift Vouchers. We also have Afterpay! We can't accept any other forms of payment, sorry!

What is Afterpay?
Afterpay is a way to order your products without needing to pay the whole amount upfront. We ship your order out as normal and you pay it off in fortnightly instalments over 6 or 8 weeks.

Is it safe? 
Absolutely - nothing to be worried about! We have bunches of super nerdy encryption thingmos in place so that your payment is secure and your details remain 'secret squirrel'. For the techno geeks out there – we us the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

Can I pay in my local currency?

ALLEON Clothing processes all orders in Euros. While the content of your cart is able to be displayed in your local currency, you will checkout using Euros at the most current exchange rate. Please note the amount shown on our website in your currency is a guide only. If you want to know the exact amount you will be charged please check with your bank before making a purchase as currency conversion rates and fees vary.


How do I use my gift voucher? 
You have a gift voucher?! Congrats! Someone loves ya. Ok, here’s how to use it:

  • Find the voucher number. Hint – it’s on the gift voucher.
  • Proceed to the checkout with your cart full of shiny things.
  • In the payment section, tick the box that "Use Gift Card to check out".
  • Enter your voucher number in the "gift code" box.
  • When you choose your payment method, select 'Gift Voucher' and a space will appear for you to type in your Voucher Code!
  • Hit 'add gift card' and you're all good to go :) 


How many gift vouchers can I use for my order? 
You can use a maximum of two gift vouchers per order transaction.

How much will my customs fees be? 
Good question! Since it varies for every country it’s best if you get in touch with your local customs office to find out BEFORE you purchase, just so there’s no nasty surprises and so you don’t think it’s us, it’s totally the government.

ORDERS

How do I make an order? 
Just go to alleon-cologne.com (hint: you’re already here) and click on a product you like and is available in your size and add to cart. Then just follow the easy checkout process and soon you’ll own some ALLEON products (welcome to the club). 

I’m getting an error when I’m trying to place my order, help!? 
First and foremost... remember to breathe. Cos if you don't, you'll faint and then it'll take even longer to get your ALLEON order, and that's no good. Secondly, check you've filled all the details out properly including your name, address and payment info. Still not working? It might be the computer system. Be patient and remember, computers are people too. Email us at info@alleon-cologne.com and we'll see if we can track down the problem. 

 

How do I make changes to my order? 
Ok so here’s the deal, you have one hour from when you purchased to quickly email info@alleon-cologne.com with your order number and the changes you need to make. Unfortunately we can’t add products to your order, but we can change your delivery address or sizes during the 1 hour. What are you still doing here? Quick! Email them!

I made multiple orders, can I combine them? 
Unfortunately we can't combine orders for you as our system will not allow this. Our super ninja Warehouse team endeavours to pick and pack your orders in the most efficient and fair way i.e. chronologically.

How do I cancel an order? 
It’s the same deal as changing an order, you have one hour from when you made your order to email us at info@alleon-cologne.com to let us know you have to cancel. Why only one hours? Because after that your order slip is printed down in packing and sometimes those guys are lightning fast! 

How do I return an order? 
Oh no :( but that’s ok we understand. We have a super awesome 100 day return period so as long as your product is back with us in less than 100 days, we will get it sorted for you. Just contact us at info@alleon-cologne.com and then send that product straight back to us. You can choose a refund or store credit for the product purchase price (shipping not included).

What about return postage?
If you are in Germany and purchase over €150 worth of products we will send you a free return label with your order - just securely wrap up and pack the goodies you want to return and sticky tape that returns label to the outside of the package. Then drop it off at the post office! Don’t forget to sign it!

If you paid with PayPal but didn't quite spend €150 or you are not in Germany you are in luck! Our Friends at PayPal offer free return shipping up to 8 times per year for eligible transactions and will reimburse you up to €45 each time! Find out more. This service is not available in all countries and the offer sometimes differs between participating countries. If you have any questions about this service please contact the friendly folk at PayPal.

Where is my order? 
Hasn’t it turned up yet? What a bummer. If you haven’t received a shipping confirmation email from us yet then just drop an email to info@alleon-cologne.com and we’ll investigate. Please remember if we’ve just had a big release we might be a little slower at getting orders out OR  PRESALE item the shipping deadline for those products is different. If you have received a shipping notification just consult your tracking number for the latest update on where your package of goodies are.

Can I return sale items if they don't fit or I change my mind? 
No, sorry :( Sale items can only be returned if they are faulty, as per the T&Cs that you can view HERE. If you think you have received a faulty item please contact our CS team info@alleon-cologne.com and they will make it right!

PRODUCTS 

It says ‘Sold out – no longer available’ will you restock? 

No, sorry :( Sometimes we like to make products limited so that the people that do get them get to feel really special.


Do you sell gift vouchers? 
Sure do! You can grab them here.

MANUFACTURING

Where are your products made? 
We manufacture in Congo, Marocco & Tunisia. Why? Because that’s where we are from and we really like to stay on top and in touch with the manufacturing process. Further because we want to support ur african fashion industry and community. We also have a few selected products that are manufactured in Kenya. 

Where are your fabrics from? 
We source our african traditional prints fabrics from Africa! Cause there are just some countries that really know their stuff when it comes to fabric.

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