DELIVERY & RETURNS

Delivery and Returns Delays

We do our very best to process and ship your order as quickly as possible, however once your order is transferred to Ukrposhta, it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable by Ukrposhta and returned to our Headquarter.

Please note, ALENA TOFIL is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from Ukrposhta to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.

Please allow our full shipping times to pass before reaching out to our Customer Care team!

For international orders, shipping may take up from 14 to 21 business days.
If your order is traveling beyond these time frames, please email our Customer Care team by clicking HERE with your order number and tracking information so that we may assist you further!

For returned orders, please note that we will issue a refund of cost of goods sold, delivery cost if not refundable for your order once it is received at our Headquarter and confirmed to be undeliverable. We are unable to process a refund of the cost of goods sold except delivery cost for a returned order until we physically receive the package. We apologize for any inconvenience!

How do I track the delivery of my order?

Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

What should I do if my order hasn’t been delivered?

We’re so excited for you to receive your order! International shipping may take 10-21 business days. Please note that business days do not include weekends or holidays! We recommend reaching out to your local post office for more information on the status of your order.

If your order has exceeded typical shipping times, please contact us by WhatsAP +380638241284 or e-mail welcome@alenatofil.com, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further. :)

What countries do you ship to?

We do not currently ship to the following countries:

Belarus
Congo – Brazzaville
Congo – Kinshasa
Côte d'Ivoire (Ivory Coast)
Guatemala
Iran
Iraq
North Korea
Russia
South Sudan
Sudan
Syria
Tajikistan
Uzbekistan
Venezuela
Vietnam

RETURNS & REFUNDS

Return Policy

Unfortunately, due to the cost nature of our products, once an order has shipped, we are unable to offer refunds, returns, or exchanges.

All sales are final. ALENA TOFIL reserves the right to refuse any returns at any time.

I need my refund redirected to a different account.

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account