Shipping policy

Our manufacturer is based in the westernmost point of Europe, Lisbon, Portugal, and this is where all orders will be created and dispatched from.

We have the ability to deliver our products worldwide due to our partnership with some of the world’s leading global courier services. We currently use DHL for domestic or international deliveries.

All orders are processed within 1-10 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates

Shipping charges for your order will be calculated and displayed at checkout.

if you require products delivered by a certain date, please email contact@aleana-hand.com to verify your product availability. Some products that can be order online may not be in stock. For orders with deadlines please order well in advance.  

Shipment confirmation & Order tracking

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.

Track your DHL parcel here

Please allow 24 hours for the tracking information to become available. 

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at contact@aleana-hand.com with your name and order number, and we will look into it for you.

Customs, Duties and Taxes 

• All goods will be sent "DAP" - Delivered at Place - as standard. This means that we will arrange for carriage to the stated delivery address, but that the buyer remains responsible for all costs related to import clearance.
• Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. 
• We are not responsible for any customs restrictions, tariffs, or other regulations that may apply at Customs in any country. Any duties or taxes that may apply are your responsibility. If you have any questions, we encourage you to speak with your customs office, although we will ship any products you order to the address you provide.
• The responsibility is yours to check with your country's customs office to verify that your products can clear customs.
  
• If you refuse a shipment due to import duties, the following refund terms will apply:

You will be refunded the cost of the products minus a 20% restocking fee.

The initial shipping cost will not be refunded.

The return shipping cost will be deducted from your refund.

Customs Clearance Fees: Any fees billed by DHL or other carriers for customs clearance work already initiated will also be deducted from your refund.

• By ordering from aleana-hand.com, you are stating that you agree to the above disclaimer.

Damages

In the event that your order arrives damaged in any way, please email us as soon as possible at contact@aleana-hand.com with your order number and a photo of the item’s condition. Please save all packaging materials and damaged goods. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

Solely customer is responsible for the accuracy of the delivery address.

Shall a customer miss the delivery or a shipment of goods was not possible to deliver because of a customer fault, and a shipment was sent back to the Seller, the contract is to considered rescinded, and the Seller will refund to a customer full purchase price of goods less a charged to a customer delivery charge, and any direct costs, associated with shipping back, incl. customs clearance costs, to the customer’s original payment method within 14 days after receiving a shipment back. 

Shipping Disclaimer

After your order has been placed, processed and payment approved, your product will ship via DHL unless otherwise specified. Once the package leaves our warehouse it becomes a property of the shipping company. Shipping is a service you purchase from DHL along with your order from us, so any shipping issues must be handled by DHL. We do not assume any responsibility for postal delays. We are not responsible for any shipping issues. We are not able to control, manage or change how packages are handled by the carrier after pickup from our facility, during transit, as well as delivery. In the event you are unable to locate your delivery please contact the carrier as they are best able to help.

Please do not reach out to us on social media for shipping issues, email is best.

Can I change or cancel my order?

Changing/cancelling order is difficult because the production commenced on the day of order acceptance, however, we can accept changes or cancellation within 2 hours of order confirmation at free of charge.

Cancellation after 2 hours of order confirmation will be subject to a 10% cancellation charge of the items cancelled.

Cancellation after 24 hours of order confirmation will be subject to a 20% cancellation charge of the items cancelled.

Once an order is cancelled, we cannot undo this. You will need to replace the order yourself.

How do I submit a request to cancel my order?

Please email your cancellation request with your order number to us at contact@aleana-hand.com

Pre-Order Policy

Please kindly note, Pre-orders cannot be cancelled/refunded once placed. 

The benefit of purchasing Pre-order items is that you will secure your product without risking the item becoming sold out shortly after we list it online.

You will proceed through the check out as usual & make full payment when making a Pre-order. 

Your order will only be shipped upon arrival of the ordered Pre-Order item/s, usually as per the date suggested on the product page at time of order placement.

For any questions left unanswered from these terms, please contact us at contact@aleana-hand.com