Frequently Asked Questions

Do I need to register before placing an order?

No. You can place an order directly through our website without creating an account. If you need help, email support@alessaofficial.com.

How do I place an order?

Select the products and sizes you want and add them to your cart using “Grab it now” or “One-click order”. Open “Review and order” or the cart in the top-right corner of the website to review your order. Then select “Risk-free order”, enter your delivery details and choose one of the three payment methods: cash on delivery, card or PayPal.

What happens after I complete my order?

Once the order is completed successfully, its number and estimated fulfilment time will be displayed. You will receive an automatic order confirmation by email, followed by a phone call or SMS notification from us.

How can I track my orders?

Sign in to your customer account from the top-right corner of the website and select “My orders”. Each order has a “Track” button where you can find all available information about it.

The product I want is out of stock. Can I still order it?

Yes. Every out-of-stock product has a “Notify me when available” button. It lets you vote for the item to return to production. If a style receives enough votes, it will be reissued and you will receive an email when it is available again.

Which payment methods can I use?

You can pay in one of three ways: cash on delivery to the courier, card payment on the website or PayPal.

How will I receive my products and how much does delivery cost?

The available delivery options and final shipping cost depend on your destination and order. You will see them at checkout before you pay. Standard delivery with Speedy usually takes 3–7 business days after dispatch, while express delivery with DHL usually takes 2–3 business days after dispatch.

On the delivery day, you will receive an SMS or Viber message containing the shipment number and the courier’s phone number, should you wish to change the delivery time or location.

Can I order by phone?

Please place your order through our website. If you need assistance, email support@alessaofficial.com.

Can I cancel my order?

Yes, provided that it has not yet been dispatched. If it is already on its way, you can use the “open and test” option upon delivery and refuse the shipment then.

What does partial delivery mean?

If some products in your order are unavailable, we can deliver the available products first and the remaining products later. Partial delivery is not available for orders prepaid through the website; these are dispatched when all products in the order are available.

Can I change my delivery address after placing an order?

Use the link for changing the address in the SMS you receive. If that option is unavailable, email support@alessaofficial.com as soon as possible and include your order number.

Can I return or exchange ordered products?

Yes. We are proud to offer particularly easy and low-risk return and exchange terms, including Alessa’s lifetime right of return and exchange.

Returned or exchanged items must be in their original saleable condition: unworn, with all labels attached and not treated in any way. If an item is defective, our quality guarantee applies and its exchange or return is entirely at our expense, regardless of whether these three conditions are met.

What should I do if I receive a damaged item?

Email support@alessaofficial.com as soon as you discover the damage and include your order number and photos of the item. We will assist you with an exchange or refund.

Which documents do I need to return a product?

Every shipment includes a return and exchange form. Complete it if you wish to return a product. If you submit the return or exchange through your account on the website, you do not also need to complete the paper form.

What is the address for product returns?

Send your return or exchange parcel to ALESSA (Miare EOOD), 53 Tsarigradsko Shose Blvd, 4000 Plovdiv, Bulgaria. If you need help, email support@alessaofficial.com.

Are there products that cannot be returned?

Yes. Custom-made items cannot be returned or exchanged.

Who pays the courier costs for delivery and a subsequent exchange or return?

Shipping costs and free-shipping eligibility depend on your destination and order and are shown at checkout. A free-delivery offer does not automatically include return shipping or delivery of an exchange. Email support@alessaofficial.com to confirm the applicable costs for your country before arranging a return.

How can I change my order?

Email support@alessaofficial.com as soon as possible and include your order number. We can make changes only before the order is dispatched.

I am not sure about the size. How can I find the most suitable size?

Use the size chart shown below the name of each product. It contains detailed measurements in centimetres that you can compare with your own. If you are still unsure, email support@alessaofficial.com and our fashion consultants will help you.

What is the delivery time?

Standard delivery with Speedy usually takes 3–7 business days after dispatch. Express delivery with DHL usually takes 2–3 business days after dispatch. Delivery times are estimates and vary by destination; the available options are shown at checkout.

I have online credit. How can I use it?

If online credit is available in your customer account, you do not need to do anything. We will deduct it when processing your next order.

How are refunds for returned products processed?

After receiving the returned products, we check that they meet our return requirements. Approved refunds are issued by bank transfer within 7–14 days of receiving the items.

*For a cash-on-delivery order, the receipt provided by the courier for the delivered shipment serves as the purchase receipt because shipments are sent using the postal money order service.

Can a gift voucher be paid out in cash?

No. The value of a gift voucher cannot be paid out in cash.

Will I receive confirmation that my returned products have arrived?

If the returned products meet our return and exchange requirements, the refund procedure begins without a separate confirmation. You can check the return status in your account under “My orders” → “Return and exchange”, or email support@alessaofficial.com.

How can I make a complaint about a product?

If you discover a problem with a product, email support@alessaofficial.com and include your order number and details of the problem. We will assist you as quickly as possible.

Are reissued products always made from the same fabric?

A reissued product may use a fabric that differs from an earlier production run because the original fabric is no longer available or a different batch has been supplied. When an unavailable fabric is replaced, we always use an alternative with a similar weight and composition. Alessa is not responsible for differences in fabric between separate fabric deliveries.

Can I change the password for my Alessa account?

Yes. Sign in to your Alessa account and go to “My profile” → “Personal information” → “Password” → “Edit”.

Can an expired promo-code discount be applied?

Unfortunately, a promotional discount cannot be applied after its expiry date or to an order that has already been dispatched.

Do you accept international orders?

Yes. We deliver worldwide. Enter your address at checkout to see the delivery services available for your country and their final prices before you pay.

Standard delivery with Speedy usually takes 3–7 business days after dispatch, while express delivery with DHL usually takes 2–3 business days after dispatch. Delivery times are estimates and vary by destination.

Shipments to countries outside the EU may be subject to customs duties and charges imposed by the destination country. These are not included in the delivery price and depend on the shipment’s taxable value. The recipient must pay all duties and charges set by the relevant authorities; Alessa.bg cannot determine or pay them.

For DHL shipments, import duties and charges can be paid in cash to the courier upon delivery or through the online payment portal linked in the SMS or email you receive. DHL accepts VISA and MasterCard debit and credit cards.

If the recipient refuses to pay customs charges after the order has left Bulgaria and the shipment must be returned, Alessa.bg reserves the right to deduct the additional return costs from the amount refunded to the customer.

Do you have physical shops?

Alessa clothing is available exclusively through our official website, alessa.bg.

I love Alessa and would like to become a partner and sell your clothes. How can I do this?

Email sales@alessa.bg and tell us about your proposal.