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Frequently asked questions
39 questions- No. You can place an order without creating an account: add your items to the cart and check out with your contact and delivery details. With an account, you can also follow all your orders in My orders. If you need help, email support@alessaofficial.com.
- Choose your item and size, then select “Add to cart”. Open your cart to review the items and select “Checkout”.
Enter your contact details and delivery address, choose from the delivery and payment options available for your order, and review the total before confirming. If you choose an online payment method, complete the payment steps shown on screen.
- After your order is placed successfully, you will see a confirmation with your order number and receive a confirmation email. Check your spam or junk folder if it does not arrive.
You can follow the order's progress in My orders. Once it is dispatched, use the tracking information available there to follow your parcel. We may contact you if we need to clarify something about your order; a phone call is not a required step for every order.
- 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.
- See our Shipping & Delivery page for delivery information. Enter your destination at checkout to see the services available for your address and the final shipping cost before confirming your order.
Delivery time starts after dispatch. Check the product page for its dispatch timeframe or expected dispatch date, and your order confirmation for the estimated fulfilment time. Delivery estimates vary by destination and service.
- Before your order is dispatched, email support@alessaofficial.com as soon as possible with your order number and the change you need, including any delivery-address correction, or your cancellation request. We will check whether it can still be updated before dispatch.
If your order has already been dispatched, we may be unable to stop the delivery or change its details. Follow our return instructions, or contact us for help arranging the return.
- Check your spam or junk folder and the email address used at checkout. If you have an account, check My orders too.
A pending amount in your bank or payment app does not by itself confirm that an order was completed. Please do not place the same order or pay again until the first attempt has been checked.
Email support@alessaofficial.com with the email address used at checkout, the approximate time, amount and payment method. If available, include the order number or payment reference. Hide unrelated transactions and sensitive payment details in any screenshot; never send your full card number, security code or password.
- Check the delivery address and the courier's tracking details, including any delivery photo or collection-point information. Ask anyone at your address who may have accepted the parcel, and check any safe place you agreed with the courier.
If you still cannot locate it, email support@alessaofficial.com with your order number and tracking number. Let us know what you have already checked so we can investigate the delivery with the courier.
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- Check your order confirmation and My orders to see whether the item is arriving separately.
- If it is missing or incorrect, email support@alessaofficial.com with your order number, the item expected and photos of the items, labels and packaging. Keep the packaging.
If we sent the wrong item, contact us before paying for return shipping; we will arrange a solution at our expense. If the label is correct but the fit is not, follow the return or exchange instructions.
- Alessa offers a lifetime right of return and exchange. Items must be unworn, with all labels attached, untreated and in their original saleable condition. For a faulty item, our quality guarantee applies instead; contact us for assistance.
- Sign in and open My orders, select your order and choose the return or exchange option. Select the items and follow the instructions to submit your request.
- Pack your items securely and follow the shipping instructions. The return address is ALESSA (Miare EOOD), 53 Tsarigradsko Shose Blvd, 4000 Plovdiv, Bulgaria.
See our return and exchange information for the conditions and shipping costs. If you cannot access your order or need help, email support@alessaofficial.com.
- Once we receive and inspect your returned items, we process the approved refund using the method agreed for your return. Open the return request in My orders to see the options available for your order.
- Alessa account credit (deposit) for future purchases: 1–2 business days after inspection and approval.
- Bank transfer, where available: 7 business days after inspection and approval. Enter the account holder's name and IBAN when selecting this option.
If you paid by card or PayPal and want the refund sent to the original payment method, contact support@alessaofficial.com with your order number so we can check the options for that payment. A refund to an original card payment goes back to the card used for that payment, rather than another saved card.
You can check the return status in My orders. The time for a monetary refund to appear in your account can also depend on your bank or payment provider.
- Please check that you have entered the code correctly and that the promotion has started and has not expired.
Some codes are valid only for a particular website, delivery country, customer account or first order. A code may also stop working once its usage limit has been reached. Check the offer's terms to make sure you qualify.
Only one percentage-discount promo code can be used per order. Product exclusions and rules for combining discounts may also apply; check the promotion's terms and the discount shown at checkout before confirming your order.
An expired code cannot be applied, and promotional discounts cannot be added to an order that has already been dispatched.
If the code still does not work, email support@alessaofficial.com with the code and a screenshot of the message shown at checkout. We will help you check it.
- 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.
- If all items are ready, they can be dispatched together. If some are not yet available, we may send the available items first and the remaining items later.
Orders prepaid online are dispatched once all items in the order are available. Check the progress of your order and any available parcel tracking in My orders.
- We ship internationally. Enter your delivery country and address at checkout to see whether delivery is available for your destination, which services you can choose and the shipping cost.
You can also read our Shipping & Delivery information. If your country is not listed or no service is available for your address, contact support@alessaofficial.com before placing an order.
- Deliveries within the EU customs area are not subject to import customs duties. Other destinations, including territories with separate customs rules, may charge import duties, taxes or clearance fees.
Check the information and total shown at checkout. If these charges are not included, you are responsible for paying any amounts due to the courier or local authorities. The amount depends on the destination's rules and your order.
Follow the courier's payment instructions when a charge is due. Customs clearance may affect the delivery time.
- Check the courier's tracking for the reason. An address problem, missed collection or another delivery issue may cause a parcel to be returned.
Email support@alessaofficial.com with your order number and tracking number. We will check where the parcel is and explain the available next steps, including any applicable delivery cost. Please do not assume that a new parcel or a refund is arranged automatically.
- Gifts added to an order, digital gift vouchers and orders that took part in a Giveaway cannot be returned or exchanged.
Our usual return conditions apply to all other items.
If an item is faulty or does not match what you ordered, contact support@alessaofficial.com. These exceptions do not affect your rights.
- For a change-of-mind return, you pay the cost of sending the parcel back to us. The price depends on the country you send it from, your chosen courier, and the parcel's weight and dimensions.
You can check the cost directly using your courier's online shipping calculator before booking. Enter your own collection address and our return destination: ALESSA (Miare EOOD), 53 Tsarigradsko Shose Blvd, 4000 Plovdiv, Bulgaria.
An exchange also involves delivery of the replacement item. This is a separate shipping cost, depending on the destination and delivery service; see our Shipping & Delivery information. Free delivery on your original order does not automatically cover the return or replacement delivery.
If an item is faulty or we sent the wrong item, contact support@alessaofficial.com before paying for return shipping so we can arrange the appropriate solution at our expense.
- 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 “Orders and returns” → “Returns”, or email support@alessaofficial.com.
- Open the relevant order in My orders and check that all required fields in the return form are completed. If a message appears, keep a screenshot of it.
If you ordered without an account, cannot find your order or the form will not submit, email support@alessaofficial.com using the email address from your order. Include your order number, the items you wish to return or exchange, and the error message if there is one.
A form error does not mean that your request has been submitted or that your return rights have been lost. Contact us promptly so we can help you register the request and give you the correct shipping instructions.
- Before combining items from different orders, email support@alessaofficial.com with all order numbers and the items you want to return or exchange. We will check whether they can be sent together and which return references to include.
The current online form handles one order at a time. Please do not assume that a request for one order also registers the items from your other orders. Wait for the combined-parcel instructions before sending them together.
- Email support@alessaofficial.com with your order number or return reference and the change you need. Tell us whether the parcel has already been sent and include its tracking number if it has.
We will check what can still be changed at its current stage. Avoid creating a second request for the same items unless we ask you to. A request to change the return does not automatically cancel a courier booking or update a parcel already in transit.
- Pack the items securely to protect them in transit. For a change-of-mind return, keep the original labels attached and include the item's original packaging and any accessories supplied with it, in line with our return conditions.
Follow the document or reference instructions in your return request and remove or cover old shipping labels before attaching the new one. Keep your proof of postage and tracking number.
If packaging is missing, or you are returning a faulty item, contact support@alessaofficial.com for the appropriate instructions rather than assuming the return cannot be made.
- Check your courier email, text messages or online account for the tracking number. The courier or drop-off point may be able to provide a copy of the receipt.
Email support@alessaofficial.com with your order number, courier, dispatch date and any tracking details you can find. We can check the available information, but losing the receipt does not itself confirm that the parcel reached us. Refund processing depends on the return being received and checked.
- Enter your delivery country at checkout to see the payment options available for your order. These may include credit or debit card, PayPal, Apple Pay or Google Pay.
Apple Pay and Google Pay depend on your device, browser and wallet setup. Cash on delivery is available only for eligible destinations and orders; if it is available for yours, you will see it at checkout.
- You can view your available Alessa account credit in your customer account. To use it, sign in and choose to apply it at checkout. If your credit does not cover the full order total, you can pay the remaining balance using an available payment method.
- Read the message shown at checkout. Check your card details, expiry date and billing details, and complete any verification requested by your bank or payment provider. Your bank can check available funds, limits and whether online or international payments are enabled.
Before retrying, check whether an order or payment already appears in your account. If the result is unclear or an amount is pending, contact support@alessaofficial.com first rather than repeatedly submitting the payment.
If the payment was definitely declined, you can use another payment method offered at checkout. For help, send us the error message and approximate time of the attempt, without your full card number, security code or password.
- Check whether each entry is pending or completed. A temporary authorisation and a completed payment can appear separately; two entries do not necessarily mean two completed charges.
If you see two completed payments, an unexpected amount, or cannot tell which entry relates to your order, email support@alessaofficial.com with your order number, payment references, dates and amounts. You can attach a screenshot with sensitive details hidden.
We will check the payments before advising what happens next. The time for a pending authorisation to disappear depends on your bank or payment provider; please do not make another payment while the result is being checked.
- Compare the refund with the amount actually paid for the returned items, after any discounts, rather than their original price. If only part of an order is returned, the amount relates to those returned items.
If you paid partly with Alessa account credit, check both your credit balance and any monetary refund. The total may be recorded in more than one place. Delivery charges and any applicable return or exchange costs should be checked separately against the terms for your order; a smaller refund should not be assumed to be an unexplained fee.
Email support@alessaofficial.com with your order number and the amount you expected. We can check the returned items, discounts, payment split and any applicable charges and explain the breakdown.
- Use the redemption instructions supplied with your gift voucher and check its validity and any stated restrictions. A gift voucher and Alessa account credit are different: follow the voucher instructions rather than assuming its value is already in your credit balance.
If a digital voucher has not arrived, check the recipient email address, scheduled delivery date and spam or junk folder. If it is still missing, email support@alessaofficial.com with the purchase order number and buyer or recipient email address.
If a voucher is not accepted, send us the message shown and the purchase reference so we can check it. Do not share the full voucher code publicly.
- If your size is unavailable, select “Notify me when in stock” on the product page and leave your details. We will email you if it becomes available again.
Signing up does not reserve the item or guarantee that it will return to stock. If you need something for a particular date, choose an available style and check its dispatch information before ordering.
If you receive a restock email but your size is unavailable when you open the page, it may have sold out again. Check the size and colour in the email and sign up again if the notification option is available. A notification does not reserve stock.
- Email support@alessaofficial.com as soon as you notice the problem. Include your order number, a short description and clear photos of the item, the affected area and its label.
Please contact us before arranging return shipping or attempting a repair. We will review the issue and explain the appropriate next steps. Returns or exchanges for a confirmed defective item are at our expense under our quality guarantee.
- Follow the care label attached to the garment and any care information on its product page. Washing, drying and ironing instructions vary by fabric, decoration and construction.
If a care symbol is unclear or the label is missing, email support@alessaofficial.com with the product name or order number and a photo of the label before cleaning the item. Avoid choosing a washing method based only on how a similar garment is washed.
- Email support@alessaofficial.com with your order number, when you noticed the problem, a description and clear photos of the affected area and care label. Include how the item has been worn and cleaned so we can assess the issue.
Please contact us before attempting repairs or sending the item back. A quality complaint is assessed separately from an unworn change-of-mind return; wearing an item does not automatically rule out a fault claim. We will explain the next steps after reviewing the details.
- If you are signed in, open “Personal details” in your account to change your password.
If you have forgotten your password or cannot sign in, open the account icon at the top of the website and select “Forgot your Password?” on the sign-in form. Enter the email address linked to your account and follow the recovery instructions sent to you.
Check your spam or junk folder if the email does not arrive. If you no longer have access to that email address or still need help, contact support@alessaofficial.com. Never send us your password.
- Alessa is an online store. You can browse the collection and place your order here at alessaofficial.com.
- Use the unsubscribe link in a marketing email, or sign in and open your communication preferences.
If you need help, email support@alessaofficial.com from the address you want to unsubscribe. Unsubscribing from promotions does not stop essential messages about an existing order, payment or return.
- Email support@alessaofficial.com from the email address linked to your Alessa account and ask for account deletion. We may need to verify that the request is from the account holder.
Please mention any open orders, returns or unused account credit so we can explain how they will be handled. Some transaction records may need to be retained to meet legal obligations; deleting an account does not cancel an existing order or return request.
