1. Ordering
2. Shipping
3. Sizing
4. Gift Cards
5. Backorders
6. Garment Care
7. Customer Reviews
ORDERING
Are items in my shopping cart reserved for me?
Items in your cart are not reserved for you until you've completed the checkout process and received the order confirmation email from us. For payments via bank transfer, items will be reserved for you for the next 24 hours awaiting your payment. If payment is not received within 24 hours, your order will be cancelled.
I cannot add the item I want to my shopping cart. Is it still available?
If you are unable to add an item you want to your shopping cart, it means it is currently out of stock. See how you can join the waiting list below.
The design I like is out of stock. How do I join the waiting list?
Let us know if you want a design back in stock! We try to restock popular sold out designs whenever possible.
Here's how you can join the waiting list:
Step 1) Select the out-of-stock size you are interested in.
Step 2) Enter your email address in the box to be notified when the item is back in stock.
Step 3) Click on "Join Waiting List" button.
You will be notified when the size is back in stock. The back-in-stock notification does not reserve an item for you, and does not obligate you to make a purchase. Items are available on a first come first served basis, so do place your order quickly to secure the item.
Do I need to set up an account to place an order?
Do register an account with us and you'll be able to save your address and track your orders so you can shop more easily next time.
Can I change my order or shipping method?
Due to our efforts to ensure you receive your order quickly, we will not be able to accommodate any modification to your order once its status is "Awaiting Fulfillment". Kindly ensure your details are correct before confirming and making payment for your order.
I've made payment for my order via PayPal. However I did not receive an order confirmation email from ALYSSANDRA.
Upon successful payment, you should receive 2 email confirmations:
1) Order confirmation from ALYSSANDRA
2) Payment confirmation from PayPal
If you did not receive both email confirmations, do check if they have landed in your spam folder instead :)
Contact us should you require further assistance.
I've made payment for my order via Credit/Debit Card. However I did not receive an order confirmation email from ALYSSANDRA.
Upon successful payment, you should receive an order confirmation email from ALYSSANDRA.
If you did not receive the email confirmation, do check if it has landed in your spam folder instead :)
Contact us should you require further assistance.
After trying to make payment, I received an error message "Something went wrong with your order".
Contact us immediately so we could help check if your payment has gone through successfully.
How can I view my store credits?
Log into your account and you would be able to view your available store credits.
How can I utilise my store credits?
Simply check out your order as usual. During the payment stage, you will be given the option to offset your bill with your available store credits. No coupon code is required. You can then proceed to make payment for the balance amount as usual.
Do you offer any membership programme?
Yes! Simply spend S$100 in a single order to qualify for our ALY Platinum membership. Find out more about the exclusive discounts here.
I am a ALY Platinum member. How do I enjoy the discount?
Simply log into your account to view the discounted prices you are entitled to. No coupon code is required. There will not be a separate line of discount during checkout.
How do I change the viewing currency?
All our prices are stated in SGD.
Here's how you can view the indicative prices in your preferred currency:
1) On PC: Right at the top of the webpage, select your preferred currency from the dropdown list.
2) On mobile: Go to menu > At the bottom of the drop down list, click on the link "Select Currency".
Do note that the final exchange rates will be determined by your credit card company and it is not within our control. As such, the final prices you are charged may differ from the indicative prices shown.
SHIPPING
Can I request for delivery at specific timeslot?
We are unable to specify the time of delivery.
For Qxpress courier deliveries, the delivery times are Mon-Fri 9am-9pm Sat 9am-2pm, excluding public holidays.
Can I self collect my order?
All orders are sent via SingPost or courier. Self collection is not available.
How can I track my order?
Refer to the tracking links provided for your shipping option here.
I have entered an incorrect shipping address, what should I do?
Please contact us immediately after you've placed your order for assistance. If your order has not yet been shipped, we will assist in amending your shipping address. However, if your order has already been shipped, we will be unable to change the shipping address.
Mails may be returned to us if an incorrect/incomplete mailing address has been provided. In such cases, customers will bear the reshipping cost for us to resend the package to you.
Will my parcel be charged customs and import charges?
For international customers outside of Singapore, please be aware that import duties, taxes and charges in the destination country are not included in the item price or shipping charges. These charges are the customers' responsibility. Customs policies vary from country to country and we have no control over these charges. Please contact your local customs office for further information before you order, so you are not surprised by charges you were not expecting.
SIZING
How do I select the suitable size for me?
You can refer to our size guide or contact us for assistance.
Can I request for exchange of size?
Yes! Please refer to our exchange & return policy here.
Kindly note that Sale items are strictly non-returnable and non-exchangeable.
Do you have a physical shop where I can try on the clothes?
We are an online-only boutique and do not have a physical shop.
I'm in between sizes. What size would you recommend?
Most of the apparel are not highly stretchable, hence we recommend you take the larger size if you are in between sizes. Do contact us for further assistance.
GIFT CARDS
Do you sell Gift Cards?
Yes we do! You can place your order here.
Is there an expiry date?
The gift card will be valid for 1 year from the date of purchase and it has to be utilised within this timeframe.
How do I redeem my Gift Card?
You can refer to the simple steps here.
How can I check the remaining balance of my Gift Card?
You can check your balance here.
Can I return or refund my Gift Card?
Gift cards cannot be returned or exchanged for cash. All returned items that were paid for with a gift card will be refunded as store credit to your account for you to use against a future order.
BACKORDERS
What is a backorder?
Backorders are opened for popular sold out designs, so you could get a second chance to own the piece you have been eyeing. Orders are placed with the factory to re-manufacture the items and stocks typically take 7-8 weeks to arrive from the time the backorder opens.
How do I order a backorder item?
It’s as easy as purchasing an instock item! Create a new order. Place a separate order for backorders and instock items as they will be shipped separately. If you put in an order consisting of backorders and instock items, your combined order will only be dispatched when the backorder has arrived.
How do I track the status of my backorder?
The backorder status and estimated arrival dates will be updated on the respective product page.
Terms of backorders
The arrival of backorders is dependent on the manufacturing process and shipping, typically taking 7-8 weeks. Backorders are subjected to unforeseen delays and cancellations. As we are unable to confirm the exact arrival dates, please only join backorders if you are comfortable with the long wait. In the event we are unable to fulfill your backorder, we will notify you as soon as possible and provide you with a full refund.
Alyssandra reserves all rights to cancel backorders and change the terms & conditions any time.
GARMENT CARE
How should I care for my apparel?
Now you've got a gorgeous new outfit, how should you care for it so that it will last? Here are some handy tips:
- We highly recommend you always separately hand wash all apparel in cold running water.
- Do not soak the apparel, as colour transfer may occur.
- Strong detergents e.g. Dynamo should be avoided.
- To maintain the garment's shape, lay it flat to dry. Dry the clothing inside out to maintain the vibrancy of the colours.
- We recommend you steam iron where possible. Otherwise, press iron on reverse side of apparel with low heat. Never use a flat iron on pleats!
Tips for caring for denims & chambray:
- Denim dye may be transferred to lighter materials, so do avoid wearing denims with light coloured items/accessories especially for the first few wears to prevent colour transfer.
- Do wash denims before wear. Always wash denims separately in cold running water.
- To prevent colour bleeding, you can try soaking denims inside out in cold water and white vinegar mix for at least an hour.
Tips for maintaining pleats:
Pleats are really pretty but they require extra love during laundering to maintain their looks.
- Hand wash gently in cold running water and allow it to air dry.
- Do not put pleated garments in dryer, as the high temperature will cause permanent damage on the pleats.
- Use a steam iron only when necessary. Hang up the dress to allow the pleats to fall in place naturally, then use swift up-down motion to steam iron the pleats. Do not pull open the pleats during steam ironing.
- Never use a flat iron as that can flatten out the pleats!
Why are some pockets sewn shut?
You might have noticed that some of the functional pockets are sewn shut. This is to help maintain the shape of the apparel during packing. To open up the pockets, you can use an unpicker or a pair of small sharp scissors to cut open the stitches carefully.
You may also choose to keep the pockets sewn shut if you prefer to retain the crisp look.
CUSTOMER REVIEWS
How can I post my review?
Should you require assistance on your order with regards to exchange/return or unsatisfactory product, do contact us here so we can help resolve the issue for you quickly.
Once your shopping experience is completed, you are welcome to leave your feedback on our services here under "Site Reviews".
You can also review the products you've bought from us. Simply go to the specific product page and leave your comments there.
Can I leave an anonymous review?
Rest assured your full name & email address will not be displayed.
If you submit your review directly on our website, you can input the display name. After submitting your review, you'll receive an email asking you to verify your review & confirm your email address. If you wish to remain anonymous, simply ignore that verification email.
If you are submitting your product review via the post-purchase review request email, the display name will automatically be shown as your first name and the first letter of the last name. There will be a "Verified Buyer" badge next your display name to authenticate your review.
Can I edit a review I posted?
You will not be able to edit a posted review. However, you can still post a new review.