Questions & Answers


Payment

Alyaka.com has three main currencies GBP, USD and EURO. You will see either of these, depending on your location which is determined automatically based on your IP address. We do not have currency switcher at the website. When you pay using a card not in any of those currencies, our payments processing bank will convert your total to your local currency at the currency exchange rate on the day of your order.

We accept all the most common payments. You can pay for your order using one of the following cards: American Express, Maestro International, Maestro UK, MasterCard, MasterCard (Debit), Visa, Visa Debit, Visa Electron. In addition, you can pay for your order through PayPal. On the top of that we have KLARNA payment solutions available for certain regions. It's a great way to own something you always wanted. To read more about KLARNA payments click here. Payment in cash is not provided.

Our on-line ordering service is fully secure. Our payment systems provider uses the very latest industry standard Secure Sockets Layer (SSL) encryption technology to allow for the encryption of potentially sensitive information and to ensure absolute safety.  All credit card transactions processed from this site use 128 bit encryption to create a safe and secure shopping experience for you. Once you get to the payment stage, you will enter a secure area and your credit card details are handled by the highest security standards available. If you have any questions/comments regarding privacy or security, please do not hesitate to contact us. 

Please refer to this page to get a detailed information on KALRNA payments.


Personal Account

Alyaka.com provides the opportunity to add your favourite products to your wishlist so that you can quickly place an order with them later. Wishlist is available only to authorized users. Any product can be added to your wishlist, to do this, simply click on the appropriate button on the product page. To go to the wishlist, just click on the icon in the upper right corner of the page (please note that you must be logged in to the site)

If you have already made purchases as an authorized user, then information about these orders will be available at any time in your personal account. To view information about your orders, do the following: 1) Login to Alyaka.com (make sure that you log in to the same account from which you made the order of interest to you). 2) Go to section My Orders This section displays current order information. You can always contact us if you have any questions.

At any time you can change the basic data of your account. To do this, you need the following: 1) Log in to your account if you have not already done so. 2) Go to the account information section if you want to change the main data: name, surname, date of birth, etc. 3) Go to the address book section if you want to change the shipping address and billing address.

IYou can get a personal account on Alyaka. Your own account will provide you with the following features: 1) Store data for ordering (your data will never be transferred to third parties). 2) Receive personal discounts and offers. 3) Form your wishlist. 4) Track all your orders in a special section. If necessary, you can delete your account with all the data at any time. Just log in and select appropriate option.


Orders

We normally begin processing your order as soon as it is placed, therefore it is currently not possible to amend or cancel it before it is shipped. Under some rare circumstances we can try and intercept it with the warehouse. If you noticed an error, please contacts us immediately and we will do our best to assist you. However, please note that success if not guaranteed. Therefore, pease double-check your information at checkout to make sure it's correct. If you decide to cancel your order, we will gladly assist you in returning it after it has been received.

We are unable to change your order if a discount or gift voucher code was not used at the time of purchase. Each order is limited to one Discount code, which must be typed correctly in the Discount box on the checkout page. When a discount code requires a minimum spend, delivery fees, taxes, samples, testers, and trial size products are not included. If you are having trouble using a code, please contact us before placing your order because we are unable to apply discount code retrospectively.

You should receive a shipment confirmation email after your order has been shipped. If you do not receive an email, it is possible that it went into your spam folder or was rejected by your security systems because our email address was not added to your contacts. You can reach out to our customer service team to have the dispatch email resent or to inquire about the status of your order.


Delivery

We pride ourselves on presenting you with a wide array of shipping and delivery options for your online orders, and we ship worldwide. These delivery options are designed to perfectly suit your needs, and you can always contact Customer Service for special accommodation requests. Our ordering process offers you worldwide destination delivery options during checkout, where you will also be able to review your entire order – address, location, and all – before pressing submit to complete your transaction. We use RoyalMail/Fedex/DHL for our deliveries. For more information visit Shipping Information

We ship Worldwide. Please see our Delivery section for a complete list of countries. Please contact our Customer Service team here if you have any questions about a specific location.

You may be requested to sign for your order depending on the delivery area and service utilised. If you are not available, the courier may retry delivery the following business day. If this isn't possible, you may be contacted and requested to schedule a re-delivery.

Yes, our couriers need that someone sign for the order at the delivery address. It isn't required that it be the customer's addressee.

Yes, if your item does not require signature, the courier can deliver it to a safe location according to your instructions.

Once the delivery reaches its destination country, any customs or import duties are levied. The recipient is responsible for any additional customs clearance fees. We have no control over these fees and have no way of knowing what they will be. Customs policies differ greatly from nation to country, so you should check with your local customs office for further details.

Some products that include fragrances, sprays and some other "dangerous products" may not be shipped outside the UK mainland or Europe. You can not order these goods outside the specified regions. if you have such products in your cart, you will not be able to select shipping method in checkout.

After placing the order, you will find yourself on a page where all possible information about the order will be presented. There you can find the number of the parcel - with its help, in your personal account you can at any time get relevant information. If you place an order as a guest, you can clarify the status of your order by contacting us.

Our delivery options are fully tracked (with the exception of Free Standard Delivery). If you have not received your order within the times stated for your destination and you have noticed unusual activity on your tracking number, please contact us for help. For orders to International destinations that are delayed, please check if your order has been held in customs clearance. You may be required to pay sales tax or customs duty. For UK Standard orders, please check if Royal Mail have left a 'Something for You' calling card. It is also worth speaking to your local sorting office in case they are holding a package for you.


Returns & Exchanges

Unopened items returned to Alyaka within 28 days of receipt will be refunded if they are in their original resalable condition. Simply follow our Returns and Exchanges policy to return the item(s) to Alyaka in their original condition within 28 days of receipt. Certain items, such as mascaras, eyeliners, lip balms, lip glosses, deodorants, and intimate products, are non-returnable due to hygiene concerns unless they are still unopened or are defective. For a complete list of products that are not permitted, please contact us.

You have the right to cancel your order under the distance selling legislation within 7 working days after receiving the goods if you send us a cancellation notice in writing and return the items to us in their original, unopened and unused condition. Please read our Returns and Exchanges section for more information on how to cancel your order or return products.

Please see our Returns and Exchanges section and our Terms and Conditions for full details.

If you are returning an item or products to us for a refund or exchange, you are responsible for the expense of returning the item to us. If you receive an item that is not what you purchased or is missing, please contact us and we will provide instructions on how to return or receive the correct item(s) free of charge.

Please contact our customer support team right once if an item you ordered is damaged, inaccurate, or missing. Mention your order number, your name and order number, the nature of the problem, and whether a refund or replacement is required. After that, we'll give you advice on how to proceed. Damages, defects, missing items, or any other faults that are not reported within seven days of delivery will not be accepted for return. We will arrange for a replacement to be shipped at no cost to you. Please keep the products since you will be required to return the damaged or incorrect item in its original packing.

We do not currently accept product exchanges. If you need to return an item, please contact us for a Returns Merchandise Authorization (RMA) number and follow the steps outlined in our Returns procedure. You need place a separate order for the goods you want to buy.

Alyaka will refund your payment for the items as quickly as feasible, using the original or agreed-upon payment method, and no later than 14 working days after we receive the products.

Please contact us with your order number and the correct refund amount if you believe you have been refunded the incorrect amount. You will be repaid the full value of the items returned less the delivery price because delivery charges are non-refundable. If a discount or gift voucher was applied to your original transaction and the refund of a returned item implies the discount or gift voucher is no longer valid, the amount reimbursed will be modified to reflect this.


Website Experience

If you'd like to review a product, go to the relevant product page and scroll to the 'Review' box beneath the product details. If you want to post a review, please keep in mind that reviews are moderated before they are published. We will edit any misuse of the language and may change the spelling / grammar where necessary. Also note that by leaving a product review you are giving consent for your views to be used by Alyaka for marketing purposes.

We regularly send information about new offers, promotions and discounts to all our users who subscribe to the newsletter. You can become a member of our newsletter by registering on the site (note: by default, the newsletter is enabled for all new accounts), or by subscribing to it after placing an order. You can refuse to receive our newsletter at any time.

Different discounts are available for buyers of Alyaka: seasonal, personal, working from a certain price of the order, etc.  To apply the discount to your order, you need to enter the code for receiving the discount in the special box on the cart pages: Before using the discount code, you need to consider several points: 1) Almost all discounts require certain conditions to be met. Make sure that all the requirements are met for your chosen discount. 2) In one order you can use only one discount. For example, you cannot activate discounts at the same time for 20% and 15%. In this case, the last code you entered will be used. If you are sure that you have fulfilled all the conditions, but the discount still does not apply to the order, please contact us.

Sometimes Alyaka.com holds special offers. If you fulfil the conditions of such a promotion, then a free gift will be added to your order. Details can be found on the page Offers. The gift will be automatically added to your order when you proceed to checkout. If this does not happen, please make sure that you have fulfilled all the conditions of the promotion. Important: for stocks with requirements for the purchase price, only the final order value is taken into account. If you are sure that you have fulfilled all the conditions, but the gift has not been added to your order, it is possible that the gift is no longer in stock. For more information, please contact us.

On Alyaka website you can purchase gift cards with different denominations. After the acquisition, an email with your card code will be sent to your email address. With the help of it, pay for purchases in our store, or give it to someone else.


Samples & Products

We add samples with every order. However, please note that we cannot guarantee what samples will be added to your order. Do be upset if you haven't received a samples that you wanted to try.


Complaints

We try to do our best to make you more comfortable using our store. But unfortunately it is impossible to take everything into account. If you have any complaints, please contact us.

It is impossible to guarantee in advance how the body reacts to a particular cosmetic product.  If you have any complaints or doubts about the quality of the goods, please contact us.

While we strive for perfection with every order, and we really hope you enjoy each of your orders, we also understand that unforeseen issues may cause you to feel unsatisfied with your items. We are 100% happy to offer a refund on all of the goods in accordance with your legal “cooling off” rights which allow you to cancel your contract with us within 14 days of receiving the goods. Please see our terms and conditions for more details including instructions how to return goods in accordance with “cooling off” rights. More information can be found in Returns & Exchanges


Technical Problems

If you're having difficulty signing in to your account, you may have entered your email address and/or password incorrectly. If you have checked this and you still can't log in, please use the forgotten password link to regain access to your account. Should this be unsuccessful, please contact our team who will be happy to help you.

We use cookies to keep track of who you are, so please make sure you accept them. A cookie is a very little text file that a web page server places on your hard disc. If you disable cookies, you may encounter technical difficulties when accessing our website. You will not be able to use this website if JavaScript is disabled. In your browser's preferences, which is normally available in the Edit menu, you can change your cookie and JavaScript settings. Please contact our customer care staff if these issues persist. We'll email you instructions on how to enable cookies in your browser.

We recommend entering your coupon code a second time to double-check that all characters are correct. Please note that we have some products that are not eligible for discounts at any time. These products include but not limited to Alyaka Gift Sets, Alyaka Sample kit, Products that are already on offer or have a reduced price. All products that are not eligible for discounts should have a note at the end of product description.
Discount code cannot be used in conjunction with any other offer. Check that a gift coupon is still valid before using it. The validity of gift voucher coupons is 12 months from the date of issue. If you are still experiencing problems, please contact us.


Contact Us

Please contact customercare@alyaka.com for all enquiries. We aim to reply to emails within 24 hours (working days) however this may take longer during busy periods. You can also use the following page to submit your request.