Shipping Policy

At Alizua, we’re committed to delivering your order as quickly and safely as possible, no matter where you are in the world.

1. Order Processing Time

All Alizua dresses are made-to-order. Processing time depends on the style: 

• Standard styles: 3–5 business days 
• Complex styles (intricate beading, lace, or multi-layer designs): 5–10 business days 
  
• During peak seasons, processing may take an additional 2–3 business days. You will receive an email with tracking info once your order ships.

2. Shipping Time & Delivery Estimates

Total Delivery Time = Processing Time (5–7 business days) + Shipping Time (7–15 business days for standard). Most orders arrive within 12–22 business days. Expedited shipping: 4–7 business days after dispatch.

Note:Delivery times are estimates and may vary due to customs clearance, weather, or courier delays. We cannot guarantee exact delivery dates.

3. Shipping Fees                    

4. Tracking Information 

• Order Tracking: Once your order ships, you will receive a shipping confirmation email with a tracking number. Please allow 24–48 hours for tracking information to update in the carrier's system. If you haven't received a tracking email within 7 business days of placing your order, contact us at support@alizua.com. 
  
• Track via 17track.net or your local carrier’s site.

5. Delivery Issues

• Customs Delays: Occasionally, customs clearance may take longer than expected, which is outside our direct control. However, we will provide all necessary documentation and assist with the clearance process to minimize delays. If your order is held in customs, please contact us and we will help follow up.
  
• Address Changes: You may request an address change anytime before your order ships by emailing support@alizua.com. We will update the address at no extra cost if the order has not been dispatched. Once your order has shipped, we cannot guarantee address changes, but we will do our best to intercept the package with the carrier. If the package is returned to us due to an incorrect or undeliverable address, you will be responsible for the reshipping cost.
  
• Marked "Delivered" but Not Received: If tracking shows "delivered" but you have not received your package, please first check with family members, neighbors, building management, or safe locations such as your porch, mailbox, or parcel locker. If you purchased shipping protection, contact us and your order is covered by shipping protection.
• Lost/Damaged Packages: Refuse delivery if damaged and contact us immediately.

📧 Need Help?

Email: support@alizua.com
Service Hours: Mon–Fri, 8:00–18:00 (GMT+8)

Products

Q:How do i choose my size?

Kindly note that most of our dresses are made from scratch and our sizing standards may differ from other brands. For the best fit, we recommend consulting our size chart on the product page and taking precise measurements before choosing a size.
Should you experience any fit issues upon receipt, please contact our customer service team. We are dedicated to assisting you in finding the optimal solution.

Q:What if the size of the item i bought is too big/small？

For returnable items, if you are not satisfied with your item, you may return it for a refund and reorder the item in a different size, if available.

The following items are returnable: Standard-size dresses , shoes and most accessories. You can check the return eligibility of an item in the "Return Policy" section on its product page or on the order details page.

Q:Is the size chart for dresses based on American or European sizes?

Our size chart for dresses is based on actual body measurements and may vary slightly from your local sizes. For the best fit, we recommend obtaining the exact body measurements and comparing them with our "Sizing Guide" on the product page.

Q:Do you have a physical store?

Alizua is an online-first brand with a heart for design. Our creative studio is located in Washington, USA. You can read more about our journey on the About Our Story page and Contact Us.

Order

Q:Are there any further discounts available for purchasing multiple or bulk orders?

Our store strives to offer a wide range of dresses at reasonable and affordable prices. Our aim is to ensure that every girl can find her flattering style for any event. If you're interested in placing a bulk order, we are more than happy to discuss special deals based on the quantity and amount of dresses you'd like to purchase. For more information on available discounts, feel free to contact our online assistant or email us. We're here to assist you in making your event truly memorable and stylish.

Q:Can I make changes to the order?

To ensure order accuracy, we'll send a confirmation email for review. You can communicate any changes within the specified time. Orders are processed after confirmation or within 24 hours. Changes after processing may not be possible due to schedule and material constraints. Your satisfaction is our priority, and we're here to assist you throughout the process. Thank you for understanding.

Q:How can I track the status of my order?

After placing your order, log in to My Account to check its status. You'll find updates on processing, shipping, and delivery. For any questions, contact us via email or online chat. We're here to provide excellent service.

Q: Can I cancel my order after placing it?

Within 24 hours of placing the order: Full refund.
Within 24–72 hours: 70% product refund + full shipping refund.
After 72 hours (before shipping): 50% product refund + full shipping refund.
After shipment: Orders cannot be canceled.

Q: What if I receive a defective or incorrect item?

Please contact our service team within 3 days of receiving your item, with photos of the problem. We’ll resolve it quickly via exchange or refund.

Payment

Q:I was trying to make a payment, but why was it declined?

We offer safe and convenient shopping with popular payment options like PayPal, Credit Cards, and Debit Cards. If your payment is declined, it could be due to bank restrictions or other factors that take effect, such as cards used in another place, frequently used recently, etc. Try using another card or contact your bank to lift that restriction and order again.

Q:How do I use the coupon?

Please fill in or paste the coupon code in the designated box provided on the checkout page, then click "Apply." Both registered coupons and those provided by our sales team through negotiation can be used in this section.

Q:Is it safe to pay on your website?

Ensuring the security of our customers' information is of utmost importance to us. We have undergone verification by International Bank Validation System and Paypal, and we strictly adhere to their terms and policies. Rest assured, your shopping experience here is safeguarded and you can shop with confidence knowing that your information is protected.

Q:What kind of cards can be used to pay?

We accept a wide range of credit and debit cards for payment, including Visa, MasterCard, AMEX, and more. Making payments is convenient and hassle-free on our platform.

Shipping

Q:Can I change the shipping address?

You can modify the shipping address before the order enters the delivery stage. Depending on the destination and local policies, there might be additional shipping costs and customs duties. Feel free to check with our online assistant or your local department for more information.

Q:How long is the shipping time?

We promise safe and efficient door-to-door delivery for every order. Typically, it takes about 5-10 days from dispatch to reach your house. However, please understand that factors like holidays, adverse weather conditions, or other unforeseen events may affect the delivery schedule and the estimated arrival date.Part of our in-stock items ship within 24 hours from our U.S. warehouse at 2120 37th St, Everett, WA 98201.Average delivery time is 3–7 business days for most U.S. locations.

Q:What happens if I miss the delivery?

If the initial delivery attempt fails, you can find the contact information of your local express service in the delivery failed email we send you. You can arrange for another delivery on a more convenient day. Please note that if you miss multiple delivery attempts, there may be an additional charge for re-delivery. Additionally, parcels that are returned to us or destroyed by the express service due to prolonged non-response from customers cannot be considered our responsibility.

Q:Where do you ship to? Can delivery be made to my area??

Our products support global shipping. Whether you are in the United States or any other country around the world, we can accurately deliver goods to your home.

Return & Refund

Q:Is it possible to return the dress upon receipt?

Yes, you can return the dress and receive a refund if there is any issue with the dress you received.

Q:Once I return the dress, when can I expect to receive the refund?

Upon receiving the returned dress, we will process the refund. Typically, you can expect to receive the refund within 3-7 days.

Q:Where should I send the dress for return?

Please contact our service team to obtain a return form before sending back the items. Do not return the dress to the address mentioned on the parcel.