FAQs

Answers to the questions we hear most. For full details, see our Shipping Policy, Return & Refund Policy, and Exchange & Replacement Policy.

Ordering & Sizing

Having trouble selecting a size?
If you're unsure about sizing, email us at support@aljaira.com before ordering. We're happy to help.

How can I cancel my order?
All our products are made to order. You can cancel for a full refund within 24 hours of placing your order; a valid request within this window is honored even if production has started.

How can I modify my order?
Requests to change the size, color, or design must be submitted within 24 hours. Requests to change your shipping address must be submitted within 48 hours. After these windows, production may already have started and we cannot guarantee changes.

Can I ship to multiple addresses?
No — we support one delivery address per order. Please place separate orders for different locations.

Shipping & Delivery

How much does shipping cost?
Shipping depends on your destination, order value, and method. Orders below $150 qualify for free non-expedited shipping; orders $150 and above qualify for free expedited shipping. Exact charges show at checkout (see our Shipping Policy).

How long does delivery take?
Because every item is custom made to order, total delivery time = production + transit. Production takes 5–10 business days, then transit is: Non-Expedited (Free) 3–4 weeks; Standard + Insurance 2–3 weeks; Expedited + Insurance (DHL / FedEx) 7–12 working days.

Where is my order?
Once your order is dispatched, you'll receive an email with your order number and a tracking number.

Do you deliver to PO Boxes or Military APO/FPO addresses?
Yes. APO/FPO orders ship via DHL Global Mail and are handed to USPS through the military mail system, which can take up to 45 additional days; tracking stops updating once a package enters that system.

Will I be charged VAT, duties, or customs fees?
International orders ship Delivered Duty Unpaid (DDU); we do not collect VAT. Taxes, duties, and customs fees are the recipient's responsibility. If a package is returned because customs charges were not paid, any refund is issued minus the original shipping cost and a 20% handling fee.

Returns, Replacements & Refunds

What if my item arrives wrong, damaged, or defective?
Contact us within 30 days of delivery with your order number and clear photos of the full product and the affected area (a photo of the shipping label is not required). For our errors, you normally do not need to return the item — we arrange a free replacement or refund (see our Exchange & Replacement Policy).

I ordered the wrong size — what can I do?
If the item was made in the size you selected but does not fit, we offer a one-time size replacement for a fixed fee of $15 per item; the original does not need to be returned.

How are exchanges handled?
If we sent the wrong item or a faulty product, we arrange a free replacement or refund. If you selected the wrong size, we offer a one-time replacement for a $15 fee. If you changed your mind after the 24-hour window, we may offer store credit or a discount code rather than a free exchange.

Can I return an item?
Report eligible items within 30 days of delivery. Most cases are resolved without a return; a physical return is only needed when we authorize it in writing. EU customers also have a 14-day cooling-off right (with the standard exception for custom or personalized items). See our Return & Refund Policy.

How long do refunds take?
Once approved, we process refunds to your original payment method within 3–5 business days. Funds then appear within 3–5 business days for PayPal and up to 10–15 business days for credit/debit cards.

Payment

What payment methods are accepted?
We accept the secure payment methods shown at checkout, including major credit and debit cards and PayPal.

Contact

Still need help? Email us at support@aljaira.com, or visit our Help Center.