FAQS
SHIPPING
My shipping address/my details are incorrect – how can I change it?
Unfortunately, we won’t be able to edit your order. Since our orders are shipped automatically from our warehouse no manual changes can be made. Please check your items and address details to confirm the correct details at checkout.
What is the status of my order?
Once the order is placed you will receive a confirmation email within the next 24 hours.If you can’t find the email please check your spam folder. We will send you another email once the order has been shipped with your tracking number. We aim to have all orders shipped within 1-2 business days. Any orders placed over the weekend or on a public holiday are shipped the following business day. If you have any further questions about the status of your order please email Customer Care via info@inalbis.es.
Will I have to pay for customs and duties?
Duties, taxes, and other customs fees are calculated depending on the value of your purchase and the country to which your purchase is being shipped. Parcels are shipped from within the EU (Spain), meaning no customs duties are incurred when purchasing from Europe. For non-EU countries please familiarize yourself with your local duties and taxes.
My parcel tracking says it has been delivered but I have not received it. What should I do?
Parcels are sent with a 'No Signature Required' delivery service. So if no one is home at the time of delivery and the driver deems the area safe to leave, the parcel will be left in a safe location at the address. If there is no sign of your parcel please also check in with members of your household, your mailbox, body corporate/building management, and even with your neighbors who may have collected this for you for safekeeping. Once you have checked all possible delivery locations and still have no luck in finding your parcel, please send us an email so we can investigate further with the courier.
Can I place my order to a pick-up place or can I pick up my order at your warehouse?
No, unfortunately, we are not able to ship to any pickup point and we can not receive customers at our warehouse.
How much is shipping to…?
Please refer to our checkout page for shipping costs.
ORDER ISSUES
I want to make changes to my order, what can I do?
Unfortunately, we won’t be able to edit your order. Since our orders are shipped automatically from our warehouse no manual changes can be made. Please check your items and address details to confirm the correct details at checkout.
I want to cancel my order, what can I do?
Once an order is placed we're unable to cancel the order. Once received you're welcome to make a return with us, as long as your items meet our returns criteria.
I placed an order but have not received an order confirmation or any further communication, what should I do?
Make sure you check your junk/spam folder in case it has ended up there. If you still can not find it, you may have entered in your email address incorrectly or used another one. Please reach out to our team at info@inalbis.es so they can resend it to your correct email address. Make sure to include your full name, email address, and order number if you have it.
I’m missing part of my order, is the rest still coming?
We're so sorry to hear there is an issue with your order, this is definitely not something we want our customers to experience. Could you please send an email with your order number to our Customer Care Team at info@inalbis.es so we can look further into this.
I’ve received the wrong item or size, what should I do?
If you've double-checked your order confirmation and received the wrong size or item, please reach out to our Customer Care Team at info@inalbis.es so we can help immediately!
My item arrived faulty, what do I do?
Oh no! If you believe you have received a faulty item please email our Customer Care Team at info@inalbis.es right away with images and your order number and we will resolve this for you as soon as we can.
RETURNS
What is your returns policy?
Items can be returned back to us within 15 days of delivery for a store credit or refund. Refunds and store credit exclude item(s) purchased during a sale/promotion.
Items must be returned in its original condition with the original packaging and all tags/garment stickers attached. Any garments that appear to have been worn, washed, or altered in any way will be refused. Please take care when trying on garments, as we cannot accept garments that have incurred any marks, stains, makeup stains or odors.
Please see our Returns page for all the details.
I bought an item on sale or an item using a promotional code, can I return it?
Sale items are final and not eligible for return, exchange or refund. Please select items during promotional/sale periods carefully to avoid any disappointments. Items bought with a promotional code are eligible for return.
Have you received my return?
We’ll let you know via email once we have processed your return, but if you have taken note of your return parcel’s tracking ID then this will let you know as soon as your parcel has reached us!
Do you offer refunds?
Yes, we do! However, we do not offer refunds on items that were purchased during a sale.
Where will you refund my order?
All refunds will be processed back to the original payment method used to place the order.
When will I get my refund?
Depending on your bank’s clearance times will determine when you will see a refund back to your original payment method. This usually takes 2-5 business days but can take up to 10 business days for some financial institutions.
My shipping address/my details are incorrect – how can I change it?
Unfortunately, we won’t be able to edit your order. Since our orders are shipped automatically from our warehouse no manual changes can be made. Please check your items and address details to confirm the correct details at checkout.
What is the status of my order?
Once the order is placed you will receive a confirmation email within the next 24 hours.If you can’t find the email please check your spam folder. We will send you another email once the order has been shipped with your tracking number. We aim to have all orders shipped within 1-2 business days. Any orders placed over the weekend or on a public holiday are shipped the following business day. If you have any further questions about the status of your order please email Customer Care via info@inalbis.es.
Will I have to pay for customs and duties?
Duties, taxes, and other customs fees are calculated depending on the value of your purchase and the country to which your purchase is being shipped. Parcels are shipped from within the EU (Spain), meaning no customs duties are incurred when purchasing from Europe. For non-EU countries please familiarize yourself with your local duties and taxes.
My parcel tracking says it has been delivered but I have not received it. What should I do?
Parcels are sent with a 'No Signature Required' delivery service. So if no one is home at the time of delivery and the driver deems the area safe to leave, the parcel will be left in a safe location at the address. If there is no sign of your parcel please also check in with members of your household, your mailbox, body corporate/building management, and even with your neighbors who may have collected this for you for safekeeping. Once you have checked all possible delivery locations and still have no luck in finding your parcel, please send us an email so we can investigate further with the courier.
Can I place my order to a pick-up place or can I pick up my order at your warehouse?
No, unfortunately, we are not able to ship to any pickup point and we can not receive customers at our warehouse.
How much is shipping to…?
Please refer to our checkout page for shipping costs.
ORDER ISSUES
I want to make changes to my order, what can I do?
Unfortunately, we won’t be able to edit your order. Since our orders are shipped automatically from our warehouse no manual changes can be made. Please check your items and address details to confirm the correct details at checkout.
I want to cancel my order, what can I do?
Once an order is placed we're unable to cancel the order. Once received you're welcome to make a return with us, as long as your items meet our returns criteria.
I placed an order but have not received an order confirmation or any further communication, what should I do?
Make sure you check your junk/spam folder in case it has ended up there. If you still can not find it, you may have entered in your email address incorrectly or used another one. Please reach out to our team at info@inalbis.es so they can resend it to your correct email address. Make sure to include your full name, email address, and order number if you have it.
I’m missing part of my order, is the rest still coming?
We're so sorry to hear there is an issue with your order, this is definitely not something we want our customers to experience. Could you please send an email with your order number to our Customer Care Team at info@inalbis.es so we can look further into this.
I’ve received the wrong item or size, what should I do?
If you've double-checked your order confirmation and received the wrong size or item, please reach out to our Customer Care Team at info@inalbis.es so we can help immediately!
My item arrived faulty, what do I do?
Oh no! If you believe you have received a faulty item please email our Customer Care Team at info@inalbis.es right away with images and your order number and we will resolve this for you as soon as we can.
RETURNS
What is your returns policy?
Items can be returned back to us within 15 days of delivery for a store credit or refund. Refunds and store credit exclude item(s) purchased during a sale/promotion.
Items must be returned in its original condition with the original packaging and all tags/garment stickers attached. Any garments that appear to have been worn, washed, or altered in any way will be refused. Please take care when trying on garments, as we cannot accept garments that have incurred any marks, stains, makeup stains or odors.
Please see our Returns page for all the details.
I bought an item on sale or an item using a promotional code, can I return it?
Sale items are final and not eligible for return, exchange or refund. Please select items during promotional/sale periods carefully to avoid any disappointments. Items bought with a promotional code are eligible for return.
Have you received my return?
We’ll let you know via email once we have processed your return, but if you have taken note of your return parcel’s tracking ID then this will let you know as soon as your parcel has reached us!
Do you offer refunds?
Yes, we do! However, we do not offer refunds on items that were purchased during a sale.
Where will you refund my order?
All refunds will be processed back to the original payment method used to place the order.
When will I get my refund?
Depending on your bank’s clearance times will determine when you will see a refund back to your original payment method. This usually takes 2-5 business days but can take up to 10 business days for some financial institutions.