Question 1

How do I place an order?

Accepted Answer

Add products to your cart, open the cart and click Checkout. Enter your contact and delivery details, choose the available delivery and payment options, review your order and click Place order. No account is needed.

Question 2

Can I change my order?

Accepted Answer

Please contact customer support as soon as possible with your order number. We can usually help before the order has been dispatched.

Question 3

Can I cancel my order?

Accepted Answer

Contact customer support with your order number. Before dispatch we can usually cancel it; after delivery your 14-day right of withdrawal applies.

Question 4

How do I know if my order was received?

Accepted Answer

After you place your order, a confirmation page shows your order number. Automatic confirmation emails are not yet active, so please keep your order number.

Question 5

Where do you deliver?

Accepted Answer

Alicen SL serves customers in the European Union. The countries we deliver to are those available in the country field at checkout.

Question 6

How long does delivery take?

Accepted Answer

Standard delivery is estimated at 3–5 business days and express delivery at 1–2 business days after dispatch. Times are estimates.

Question 7

How much does shipping cost?

Accepted Answer

Standard delivery costs €5.90 for orders below €50.00. Express delivery costs €12.90.

Question 8

Do you offer free delivery?

Accepted Answer

Yes — standard delivery within the EU is free for orders of €50.00 or more.

Question 9

Can I track my order?

Accepted Answer

Automatic shipment tracking is not yet available. Contact customer support with your order number for a status update.

Question 10

Which payment methods are available?

Accepted Answer

Payment methods will be displayed during checkout based on the payment providers currently available. Online payment is not yet active, so orders are saved as awaiting payment and you are not charged at checkout.

Question 11

Is payment secure?

Accepted Answer

The website uses an encrypted HTTPS connection and Alicen SL does not store card details. Once online payment is activated, payments will be processed by the connected payment provider.

Question 12

Which currencies are supported?

Accepted Answer

Prices are set in euros (EUR, default). You can display prices in EUR, USD, GBP or PLN with the currency selector.

Question 13

How do I return an item?

Accepted Answer

Contact customer support with your order number and the items you want to return. We'll send you the return instructions.

Question 14

How long do I have to return an item?

Accepted Answer

You can withdraw from your purchase within 14 days of receiving the goods, without giving a reason.

Question 15

Who pays return shipping?

Accepted Answer

When you withdraw from a purchase, you pay the direct cost of returning the goods unless stated otherwise. For damaged or faulty items, we cover the return costs.

Question 16

When will I receive my refund?

Accepted Answer

Within 14 days of receiving your withdrawal notice, using the original payment method. We may wait until we receive the goods or proof of sending.

Question 17

Are products in stock?

Accepted Answer

Each product page shows current availability. You can't add more items to your cart than are in stock.

Question 18

What if an item is out of stock?

Accepted Answer

Out-of-stock items are marked as sold out and cannot be ordered. You can save them to your favourites and check back later.

Question 19

Where can I find product dimensions?

Accepted Answer

Dimensions, materials, colour and other details are listed on each product page under Product details.

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