FREQUENTLY ASKED QUESTIONS

Do you need help with your order or do you have a question that you need to be answered fast? Just click on one of the sections below to find the answer.

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If you still can't find an answer to your question, please contact us at info@alisobay.com.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments via credit card or PayPal.



WHAT CURRENCY DO YOU USE?

We use US dollars. When making a purchase, your card will be charged the equivalent of the price in your domestic currency.



HOW DO I REDEEM MY DISCOUNT?

You can redeem a discount when you're in the Shopping Cart by entering your promotional code in the box provided. You can only use one promotional code per order.



I FORGOT TO USE MY DISCOUNT CODE, CAN I USE IT AFTER I PLACED THE ORDER?

As long as the code was valid at the time of placing an order, please just wait until you receive the package, then send us a message with the discount code and your order number. We'll then refund the amount back to your account.



CAN I ADD TO AN EXISTING ORDER?

It is possible to do so as long as your order hasn't been dispathched yet. Just contact us asap and we will help you to place the second order without having to pay the extra shipping fee.



CAN I CHANGE OR CANCEL MY ORDER ONCE IT HAS BEEN PLACED?

Unfortunately our website does not currently allow you to change or cancel anything yourself. Please message us asap and we'll do our best to help you.



WHY HAS MY CARD BEEN DECLINED?

We do not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly - they will be able to fix it for you.



HAS MY ORDER BEEN SUCCESSFUL?

Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelt your email address correctly. If you've checked and you're still unsure, send us a message, we will assist you further.



PRODUCT INFORMATION

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments via credit card or PayPal.



WHAT CURRENCY DO YOU USE?

We use US dollars. When making a purchase, your card will be charged the equivalent of the price in your domestic currency.



HOW DO I REDEEM MY DISCOUNT?

You can redeem a discount when you're in the Shopping Cart by entering your promotional code in the box provided. You can only use one promotional code per order.



I FORGOT TO USE MY DISCOUNT CODE, CAN I USE IT AFTER I PLACED THE ORDER?

As long as the code was valid at the time of placing an order, please just wait until you receive the package, then send us a message with the discount code and your order number. We'll then refund the amount back to your account.



CAN I ADD TO AN EXISTING ORDER?

It is possible to do so as long as your order hasn't been dispathched yet. Just contact us asap and we will help you to place the second order without having to pay the extra shipping fee.



CAN I CHANGE OR CANCEL MY ORDER ONCE IT HAS BEEN PLACED?

Unfortunately our website does not currently allow you to change or cancel anything yourself. Please message us asap and we'll do our best to help you.



WHY HAS MY CARD BEEN DECLINED?

We do not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly - they will be able to fix it for you.



HAS MY ORDER BEEN SUCCESSFUL?

Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelt your email address correctly. If you've checked and you're still unsure, send us a message, we will assist you further.



PLACING AN ORDER

HOW MUCH ARE YOUR SHIPPING FEES?

- Flat Rate $12 - Free for orders over $250



DO YOU SHIP WORLDWIDE?

Yes we do, we ship our items worldwide from our studios in Europe (Slovakia) and the USA. There is a flat shipping fee - $12 on all orders, no matter where we ship from or where we ship to. The only difference is the delivery time. You can find more information in the SHIPPING INFO section under each product.



HOW LONG DOES THE SHIPPING TAKE?

We use the shipping service provided by Slovak Post & USPS. Both services ship the package to the country of destination, where it is taken over by the national postal service. ​ Slovak Post: ​ Shipping within Europe ​ - Delivery between 3-8 business days - Fully trackable Other countries ​ - Delivery between 6-14 business days (shipping may take longer to some countries in Asia, Central and South America, Australia and New Zealand) - Fully trackable ​ USPS: ​ Shipping within the USA ​ - 3-day Priority Mail - Fully trackable ​ Shipping to other countries ​ - First Class International Package - delivery between 8-15 business days - Fully trackable



HAS MY ORDER BEEN DISPATCHED?

When your order is dispatched, you will receive a confirmation email that includes the tracking number for the parcel. If you don't receive an email within 3 working days, please contact us at info@alisobay.com. Please note: our pre order items take a week to dispatch.



CAN I TRACK MY ORDER?

Yes, each parcel is fully trackable. You wil receive tracking number as well as tracking link in the confirmation email, once we dispatch your package.



WHICH COURRIER DO YOU USE?

All the deliveries leave Slovakia via Slovak Post and are then passed over to your local postal service for delivery. Orders dispatched from the USA travel with USPS.



IT'S PAST THE ESTIMATED DELIVERY PERIOD AND I HAVEN'T RECEIVED MY PACKAGE, WHAT SHOULD I DO?

If you haven't received your order, plese first check the tracking log through the tracking link - that you can find in the shipping confitmation email. Don't hesitate to contact us for more information.



DELIVERY INFORMATION

RETURNS AND REFUNDS

WHERE DO I DIRECT PRESS REQUESTS?

Please email us at info@alisobay.com.



DO YOU OFFER WHOLESALE?

Yes, we do. Please contact us at info@alisobay.com to request our latest catalog.



ARE YOU CURRENTLY OFFERING ANY CARREER OPPORTUNITIES?

We do not have an opening at the moment, however if you are interested in joining our AlisoBay fam, send us your resume to info@alisobay.com, we will make sure to contact you as soon as a new opportunity arises.



I WOULD LIKE TO COLLABORATE, HOW SHOULD I PROCEED?

We are always looking for like minded, creative individuals, who share the same values and like us want to make this world a more colorful place. Please send us your ideas and proposals to info@alisobay.com or DM us on Instagram. We are looking forward to hearing from you!



COLLABORATION

WHERE DO I DIRECT PRESS REQUESTS?

Please email us at info@alisobay.com.



DO YOU OFFER WHOLESALE?

Yes, we do. Please contact us at info@alisobay.com to request our latest catalog.



ARE YOU CURRENTLY OFFERING ANY CARREER OPPORTUNITIES?

We do not have an opening at the moment, however if you are interested in joining our AlisoBay fam, send us your resume to info@alisobay.com, we will make sure to contact you as soon as a new opportunity arises.



I WOULD LIKE TO COLLABORATE, HOW SHOULD I PROCEED?

We are always looking for like minded, creative individuals, who share the same values and like us want to make this world a more colorful place. Please send us your ideas and proposals to info@alisobay.com or DM us on Instagram. We are looking forward to hearing from you!