Frequently Asked Questions

 

What Size Am I?

It's tricky to find the right size when shopping online. We totally get it! That's why we created a handy size guide, which you can find on every product page, to help you find the right size. If you're still unsure, then send us an email

Where Does Alzya Ship From?

Our products are manufactured and shipped from premium factories across East and Southeast Asia. Our factories follow strict local, national, and international regulations and have certifications from recognizable international organizations, including standards ensuring worker health, safety, and living wages. Alzya cares about all stakeholders involved in our value chain. We are committed to supporting the well-being of people and the planet. See the Responsibility page to learn more.

What Is the Status of My Order?

You'll receive a shipping confirmation email once your order has been shipped. You can click on the tracking link in the email to view the updated status of your package. If you need help finding this, email us at contact@alzya.support and we'll happily check it for you! 

Can I Change or Update My Order?

We process our orders quickly and cannot change or update your order once it has finished. Please reach out to us as soon as the order is placed at contact@alzya.support  and our customer service team will try to accommodate any changes before the order is packed for shipment. Please note that this is not always possible. 

What's Your Return Policy?

While we're confident you will love the product you ordered, you have 30 days to decide if an item is right for you.

If you would like to return the item, please contact us within 30 days of delivery. Please email contact@alzya.support with your return request. Please be sure to indicate which item or items you will be returning and your reason for return. 

Do not send returned items from the package you received to the sender's address. We will not accept any returns that have not been initiated with us before your return shipment.

Once you receive the return confirmation, you may return the unworn and unwashed products to the provided address. We must receive the returns within 30 days of the return confirmation email. Please note that we do not cover return delivery fees. Returns for underwear are not accepted.

If you have not received your refund within 14 days of shipping your returned product, please contact contact@alzya.support

Galaxyli primarily uses PayPal to process secure payments. Through PayPal, we accept MasterCard, VISA, American Express, Discover.

● Secure Credit Card Payment

We can also accept Credit Card payment using Visa, Master card, American expres and Discover .

Which currency will I be charged in?
All of our transactions are based in USD. If your credit or debit card uses another currency, your bank will apply the corresponding conversation rate of the currency you choose depending on the website you are on.

Do you offer 3 or 4 times payment option?
We accept 3 times payment.

SHIPPING

Where do you ship?
We ship worldwide including Asia, North & Central America, Europe and Oceania, offering the payment via PayPal and Credit Card.

How long does it take to ship my order?
Once you've placed your order, it usually takes 3 to 7 days to process it.
The shipping time is based on the delivery method that you have chosen.

How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.

What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.
You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

RETURNS

Do you accept returns?
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 30 days of delivery
To ask for a return, please contact our customer service.

Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

Are returns free?
To return an item, please contact customer service to obtain a Return Address. After receiving the address, place the item securely in its original packaging and include your proof of purchase.
Your return shipment is free of charge in some cases. If you return an item and the reason for return isn't a result of an Alzya.com error, the cost of return shipping will be deducted from your refund.

How long does it take to process a return?
Returns are confirmed within 30 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 30 days of our services accepting your return.

If you still have any questions or concerns, please contact us at our Support Center.