FAQ ALENA TOFIL

PAYMENTS

1.What forms of payment do you accept?

We accept Debit and Credit cards.

2.Will I be charged International Bank Fees?

When placing an order, the final total you see during checkout is in EURO.

Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions.

Please reach out to your bank for more information on any additional charges/fees!

PRODUCTS

1.Where are your products made?

Our products are made in Kyiv, Ukraine.

2.I might be allergic to your products! What can I do?

Oh no! We’re so sorry to hear that. :( Unfortunately, we have a strict no return, refund or exchange policy. If you have allergies or are sensitive to some cosmetic ingredients, we recommend only purchasing one item at a time to test for any type of reaction before purchasing multiple items. Full ingredient listings are available for each of our products as well, which we recommend reviewing with your general practitioner. We hope this information is helpful!

3.Will you restock if something sells out?

Yes, if something sells out, it will either be restocked or discontinued. If it's discontinued, we will remove it from the website.

DELIVERY

1.Can my parcel be redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address.
If your package returns to us due to an incorrect address, it will be cancelled and refunded the cost of goods, delivery cost not refunded. We will notify you if this happens!

2.Are there any known delivery delays in my area?

We recommend visiting the website for your local post office for delays specific to your city!

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.
We do our best to ship orders to you as quickly as possible. Depending on your location, your order may take longer than 21 days for delivery due to courier delays, civil unrest, Covid 19 restrictions and other issues beyond ALENA TOFIL's control. For the most up-to-date information regarding potential delays in your location, please reach out directly to your local Customs Bureau and Postal Institutions.

3.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 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!

4.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.

5.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. :)

6.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

1.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.

2.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