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FAQs

How can I register?

You can register on our website while purchasing our products, by checking the box "Create an account", below the "Checkout Details" form.

You can also register by clicking on LOG IN on the top right of any of our webpages.

How can I reset my password?

If you have forgotten your password, click on LOG IN on the top right of any of our webpages and then on the link "Forgot your password?".

How can I look for an item on your website?

You can browse our products by clicking on the "SHOP" link, below our logo.

Do prices include VAT?

Yes, all prices shown include VAT.

What if an item is not available?

If an item is currently not available, we will try to restock it as soon as possible. If we are unable to restock an item, it will no longer be displayed on our website.

How can I change my account details?

After logging in, click on "MY ACCOUNT" at the top right and from the next page you can change all your personal data.

Can I have my order delivered to another address?

You can have your order delivered wherever you prefer: at home, at work, at a friend's place... Let us know where you want your parcel shipped when you place your order.

I haven't received my order yet

After checking the order status by logging into your account, report the problem to us. You can find all our contact details on the "Contact Us" page.

How can I use a promotional code?

If you have a promotional code, enter it in the "Promotional code" bar that you will find on the Checkout page under the "Payment Options" section and then click on "APPLY COUPON".

Can I change my order?

When an order has been accepted it is no longer possible to modify it from our website.

Can I cancel my order?

When an order has been accepted it is no longer possible to cancel it from our website.

If I have made a mistake while entering my personal information, can I ask you to reprint my receipt?

Our receipt issuing system is automatic, so we are not able to reprint them. We invite you to carefully check the billing information you give us before placing your order.

What if I received the wrong item?

Report the incident with the relevant details by filling out the form on the Contact Us page, we will replace it as quickly as possible at no extra cost.

Is there a deadline to return an item?

Yes, after receiving your order, you have 14 days to return any item.

How can I return an item?

An item can be returned only if intact and in its original packaging. If possible, the parcel should be prepared using our packaging and sent to the following address:

ALERO / STORE

Via Madonna delle Grazie, 35 / d

66050 SAN SALVO (CH)

Italy

The return can be made via courier service or a Poste Italiane office, by registered mail or ordinary parcel. You should keep your receipt until your order is replaced or refunded. Return shipping costs are the customer's responsibility.

How can I make a suggestion or report a problem with your website?

We are very interested in your comments or reports, as they allow us to improve the quality of our services. Please contact our Customer Service via email at ordini@alerostore.com

How can I contact you if I have any further questions?

Write to us using the contact form on the "Contact Us" page

How can I change my preferred payment option and shipping address?

Your payment option can be selected when you place your order. As for the shipping address, you can change it by accessing your personal page and entering the "ADDRESSES" section.

How can I add an item to the cart?

Just click on the "Add to cart" button on each product page, after selecting the color and/or size of your choice.

How can I verify that I placed my order correctly?

Every time a new order is accepted, we will send a confirmation email to the address you registered with.

What are the general sales conditions?

To view all our general sales conditions, click here.

What are the shipping options?

ALERO / STORE only sends packages via Express Courier; the parcel can be tracked on the courier's website and at least 2 delivery attempts are made. You will receive a confirmation email when we send your parcel.

How long will it take to deliver my order?

ALERO / STORE sends out your order as soon as possible; delivery time frames are 24/48 hours for Italy and 72 hours for the islands (Sardinia, Sicily and smaller islands).

Can I change the delivery address after placing the order?

Once the order has been confirmed, you can change the delivery address by sending an email to info@alerostore.com.

I paid via bank transfer, but my order has not been shipped yet

The transfer takes 2-4 working days to be credited to our bank account and this generally depends on the customer's bank. Please do not send us scans or receipts of the payment as they will not be considered. Products will be shipped only when we receive the payment.

Where can I find my order tracking ID?

You can find the identification number of your order in the email we sent you as confirmation of your order. You can also find it in your personal area in the "ORDERS" section.

How can I check my order status?

You can check your order by logging into your personal area.

The package has been returned to the sender, what now?

If a parcel has been returned to the sender because the address was incorrect, the recipient was noted as absent or other issues with delivery, another attempt will be made only after the customer pays the extra shipping costs. Please always make sure that you have entered the right address and add a phone number to the shipping information.

How can I exercise my right to withdrawal?

It is possible to exercise the right to withdrawal within 14 days of delivery, in compliance with Legislative Decree 21/2014. The costs of the return will be the customer's responsibility. For detailed information read the "Right of withdrawal" section on the "Terms and Conditions of Sale" page.

How is the refund credited?

The refund will be made to the same payment method (credit card / PayPal / Stripe) you used to make the purchase.

What if I receive a damaged item?

Send the report of the incident to order@alerostore.com within 3 days of delivery (or fill out the form in the contact section), we will replace the item as quickly as possible with no extra costs. We invite you to always check the package at the time of delivery and, in the event of visible damage, sign 'with reserve' specifying the anomaly you found.

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