Loading... Please wait...

FAQ

1. Ordering
2. Shipping
3. Sizing
4. Gift Cards
5. Backorders
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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 the item you want to your shopping cart, it means it is out of stock.


The design I like is out of stock. Will you be bringing in new stock?
We try to restock popular sold out designs whenever possible. If restocks are available, the estimated arrival dates will be indicated on the product page and you can
 contact us to join the waiting list. Once the item is available for purchase again, we will inform everyone on the waiting list. The 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?
You can shop without creating an account. However, register an account with us and you'll be able to save your address and track your orders so you can shop even quicker 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 accomodate any modification to your order once its status is "Awaiting Fulfilment". 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.
After making payment on PayPal, please click on the link "Return to ALYSSANDRA" to be redirected back to our website to complete your order. Otherwise, your order will not be processed. Upon successful completion, you should receive 2 email confirmations:
   1) Order confirmation from ALYSSANDRA
   2) Payment confirmation from PayPal
Contact us immediately if you do not receive both email confirmations.


I've made payment for my order via Mastercard/VISA. However I did not receive an order confirmation email from ALYSSANDRA.
Upon successful payment, you should receive an order confirmation email from ALYSSANDRA.
Contact us immediately if you do not receive the email confirmation.



After trying to make payment via Mastercard/VISA, 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 on a PC and you would be able to view your available store credits on the left hand panel.



How can I utilise my store credits?
If you have store credits in your account, 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. There is no expiry to your store credits, unless otherwise stated.


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 enjoyed by ALY Platinum members 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: At the top right corner of the webpage, click on the link "All prices are in SGD. Change"
2) On mobile: Go to menu > At the bottom of the drop down list, click on the link "All prices are in SGD. Change"
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.



I have not received my order, what should I do?
If you have not received your order after 10 working days, please contact us for assistance.
Kindly note that local normal mails do not have tracking number and customers will bear the risk of lost mail. Kindly opt for registered mail or courier delivery if you wish to track your order.



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.
Kindly note that local normal mails do not have tracking number and customers will bear the risk of lost mail. Kindly opt for registered mail or courier delivery if you wish to track your order.


I have entered an incorrect shipping address, what should I do?
Please contact us immediately after you've placed your order for assistance. We will assist in amending your shipping address if your order has not yet been shipped.
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
here.


Can I request for exchange of size?

Yes! Please refer to our exchange policy here.


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. You can refer to our size guide or contact us for assistance in size selection.


I'm in between sizes. What size would you recommend?
As most of our clothes are not highly stretchable, 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 4-6 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!
1. 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.
2. Follow the same ordering steps
here.


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 6-8 weeks. There may sometimes be unforeseen delays. As such, 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 due to insufficient or defective stock, we will notify you as soon as possible and provide you with full refund. In such cases, the stock will be allocated according to the order in which we've received the backorders, i.e. first come first served.
- Alyssandra reserves all rights to turn down backorders and change the terms & conditions any time.

chat iconDon't Miss Our Latest News!

ALY Platinum

Easy Returns

Instagram