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.

WHY CAN'T I FIND AN ITEM THAT I SAW ON YOUR INSTAGRAM / PINTEREST / FACEBOOK ?

Oh no! It is probably because the purses that we feature on our social media usually sell out very quickly so it is possible that they are no longer available. If you feel like you simply have to have that particular style, don't hesitate to message us. We will do our best to help.



WILL THE PURSES THAT ARE SOLD OUT BE BACK IN STOCK?

We rarely restock our purses, however we always try to help and find a solution for you, so don't hesitate to message us.



DO YOU OFFER VEGAN PURSES?

We offer both vegan and non-vegan purses. Majority of our purses are made with vegan suede leather. However some of them do contain adornments like feathers, wool and other animal products. If you want to check whether a purse is entirely vegan, do not hesitate to contact us at info@alisobay.com.



ARE ALL YOUR PURSES THE SAME SIZE?

We currently offer our purses in 3 different sizes - Small, Medium and Large. You can find the detailed measurements for each purse in its description.



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

HOW DO I RETURN AN ITEM?

We want you to be happy with your online purchase. In case your purse arrives and it is not in your taste, please let us know asap, we’ll happily accept a return as long as it is returned within 7 days of receipt and is unused. Contact us at info@alisobay.com and we will provide you with the detailed instructions for returning an item. Please Note: Custom orders are non-refundable.



WHEN WILL I RECEIVE MY REFUND?

Once we receive the returned item, it will undergo a quality review and once cleared, you will receive a refund directly to the original method of payment used for purchase (excluding original shipping cost). You will receive email notification of the status of your refund once finalized.



WILL I GET A REFUND IN CASE MY ITEM WAS LOST IN MAIL?

We have not experienced the case, however if the day will ever come, then YES, we will fully refund you. Please Note: The loss of the package must be confirmed by the tracking log. (You can find it through the link in your shipping confirmation email.)



COLLABORATION

HOW DO I RETURN AN ITEM?

We want you to be happy with your online purchase. In case your purse arrives and it is not in your taste, please let us know asap, we’ll happily accept a return as long as it is returned within 7 days of receipt and is unused. Contact us at info@alisobay.com and we will provide you with the detailed instructions for returning an item. Please Note: Custom orders are non-refundable.



WHEN WILL I RECEIVE MY REFUND?

Once we receive the returned item, it will undergo a quality review and once cleared, you will receive a refund directly to the original method of payment used for purchase (excluding original shipping cost). You will receive email notification of the status of your refund once finalized.



WILL I GET A REFUND IN CASE MY ITEM WAS LOST IN MAIL?

We have not experienced the case, however if the day will ever come, then YES, we will fully refund you. Please Note: The loss of the package must be confirmed by the tracking log. (You can find it through the link in your shipping confirmation email.)