FREQUENTLY ASKED QUESTIONS

When will my order be shipped out?

Orders are usually processed and shipped within 1 - 3 business days of purchase. We will send you a confirmation e-mail once your order has been shipped.

What Payment Methods Are Accepted?

We accept secure payments via credit cards and AfterPay. PayPal is temporarily unavailable - sorry for any inconvenience.

Do You Ship Internationally?

Of course! We ship worldwide with free shipping on all orders.

How do I know if my order has been shipped?

Once your order has been shipped, you will receive a confirmation e-mail from us with your order number. You can use this order number, along with your e-mail to track the status of your order here.

When should I expect my order to arrive?

*We are experiencing slight delays in shipping times due to COVID-19* 

Our standard shipping times for all countries ranges from 7 - 25 business days after dispatch. You can track your order status here. Just enter your e-mail and order number.

Kindly note that shipping times do not include unexpected delays such as customs, weather, public holidays, etc. Please also read our Shipping Disclaimer for further details on our shipping times.

What if I want to change or cancel my order?

If you wish to cancel or change your order, please inform us immediately at hello@alaialenses.com within 2 hours of purchase.

Kindly note that no changes or cancellations can be made once your order has been processed and shipped.

Do you offer prescription lenses?

Unfortunately, we do not offer prescription lenses as of yet. However, we are planning to branch into making prescription lenses for our customers in the future. Stay tuned!

What is your return policy?

We allow returns within 30 days of purchase if you are not satisfied with your glasses. We will offer you a full refund or store credit on the item, provided it is in perfect condition with no damage. 

Kindly note that we, unfortunately, do not cover the costs of returning an item unless received faulty. Please read more details on our Return Policy Page.

My order status says delivered, but I haven't received my parcel?

Below are some steps and suggestions on how you can solve this:

   

  • Check if the shipping address for your parcel is correct.

  • Ask your neighbors, relatives or friends if they have received the parcel on your behalf.
  
  • Check your local post office. It is common for shipping companies to leave the parcel at the local post office under the name of the receiver if nobody was home to receive it.

How can I leave a review?

You will be sent a request for a review via e-mail approximately 3 days after you have recieved your order. If you did not receive this email, or would like to write a review sooner, please feel free to go to Alaia Lenses > the product page of the glasses you ordered > scroll down to the reviews section > select 'Write a Review', and you will be able to write a review directly from there.