FAQs
Frequently Asked Questions (FAQs)
Orders & Shipping
How do I know if alài has received my order?
Once your order is placed, you’ll receive a confirmation email with your order details. An invoice email will follow shortly after.
I’ve placed an order, but didn’t receive a confirmation email.
Please allow 10 minutes for order processing. If you still haven’t received confirmation, contact us via WhatsApp or email us at info@wearalai.com.
When can I expect my order to arrive?
Orders are shipped according to the expected release date shown during checkout.
I missed my delivery—what should I do?
We attempt delivery up to 3 times within the UAE. If all attempts are missed or you want to schedule a specific time, contact our team via WhatsApp or email to reschedule.
Can I change my delivery address or date?
Yes! Contact us using your registered phone number or email. Note: changing the address may affect the delivery timeline.
Order Issues
I received a wrong or damaged item. What should I do?
Contact us within 2–3 days via WhatsApp at +971 50 626 8812 or email info@wearalai.com. Include your order number, item name, and a photo of the damaged/wrong item.
I have a missing item in my order.
Please reach out via WhatsApp or email with your order number and the missing item details.
Can I change or cancel my order after placing it?
Currently, changes to existing orders aren't possible. You may cancel and place a new one. We're working on more flexible options soon!
Can I reverse a cancelled order?
Unfortunately, cancelled orders cannot be reversed. You'll need to place a new one.
Product Availability & Pre-Orders
How will I know if an item is out of stock?
Out-of-stock items are clearly marked on the product page. Occasionally, items may become unavailable during checkout.
When will out-of-stock items be available again?
We can’t guarantee a restock date. Add the item to your wishlist and subscribe to our newsletter for updates.
What does “Pre-Order” mean?
Pre-ordering lets you secure items before the official launch. You’ll be among the first to receive it once it’s available.
When do I pay for Pre-Orders?
Payment is required in full at the time of placing the Pre-Order.
Returns, Refunds & Exchanges
How can I return a product?
If you have an account with alái:
- Go to “My Orders” on our website.
- Select the item you wish to return and click “Return.”
- Choose a reason and submit your request.
If you don’t have an account, you can still request a return using the order number sent to your email. Simply contact us via WhatsApp or email, and we’ll assist you with the return process.
When will I get my refund?
- Items are quality-checked within 2–3 days after collection.
- Refunds to credit cards are processed in 5–14 business days.
- Pre-Order refunds are issued as store credit only.
How do I track or verify my refund?
Check your return request confirmation email for full details.
Can I return an item after 14 days?
No. Returns must be requested within 14 days of delivery.
Can I modify the items in my return after submitting?
No, return requests cannot be edited once submitted.
How can I exchange for a different size?
At the moment, we do not offer direct exchanges.
Instead, you can return the item and then place a new order for the size you want.
If you have an account:
- Go to “My Orders” on our website.
- Click “Return”, select your item, and follow the steps.
If you checked out as a guest, you can use the order number sent to your email and contact us via WhatsApp or email for assistance.
Can I cancel a return request?
Yes, you can cancel it via the website.
Payments & Troubleshooting
Why was my payment declined?
It may be due to incorrect details or insufficient funds. If issues persist, contact your bank.
Need Help?
Our customer care team is happy to assist you:
WhatsApp: +971 50 626 8812
Email: info@wearalai.com
Visit our Contact Us page
Message us via our social media platforms