FAQ

ORDERS

· HOW CAN I KNOW IF MY ORDER HAS BEEN PROCESSED CORRECTLY?

Thank you for buying from ALOHAS! Shortly after you have placed your order, you will receive a confirmation email including your order number (starting with INT) and a summary of the products purchased.

If you have not received the confirmation email for your order 24 hours after making the purchase, most frequently the reason is that there has been an error in the email address you provided. In any case, please contact our Customer Service team through the form to solve your problem.

Please note that orders are shipped 1 or 2 business days after purchase, except for orders placed during the weekend or on a local holiday. In those cases, orders are processed during the next business day. As soon as your order is shipped, you will receive a notification email, along with the tracking information.

· HOW CAN I USE A PROMOTIONAL CODE?

You can enter the promo code (make sure to write it exactly as it appears) before confirming the order and making the payment. Only one promo code can be used at a time.

The codes will not apply to products on sale, unless otherwise specified.

If you are reading this, you will be glad to know that we have a 10% discount code that you can use on your first purchase. You can also apply it if you have never used it before. The code is: BESOCIAL

· HOW CAN I TRACK MY ORDER?

Access your shipping confirmation email to track your package and check delivery status. There should be a link in the email that will redirect you to the carrier website, where you can get an updated status of your order.

** If you have not received this email, check your spam folder. If you are not there, please contact our Customer Service team via form.

· HOW DO PRE-ORDERS WORK?

When a product appears on pre-order, it means that it is still in production, yet available for purchase. Products on pre-order will be sent to customers as soon as the stock is ready.

The estimated shipping date is specified on the product page. We will send emails with updates on the estimated delivery date or in case of delays.

Pre-order products must be fully paid for at the time of purchase.

· IF AN ITEM IS OUT OF STOCK, WHEN CAN I BUY IT?

We are sorry to hear that the item you want is out of stock.

Part of our products are what we call “Essentials”, and we try to make sure they are available throughout the year. If you contact us by filling in the form with the model name and size, we will try to give you an estimate of when it may be back in stock.

Products belonging to other collections are usually temporary, meaning sizes are replenished throughout the season but no more once following collections launch.

The best way to stay up to date about your desired items is to use the ‘Notify me when back in stock’ feature that appears by the different sizes of each sold out product. If you select this function, we will send you an email notification if and once the product is back in stock or returned by another customer.

· I HAVE A PROBLEM WITH MY ORDER, WHAT CAN I DO?

Do not worry! For issues related to purchases, such as: order status, changes in delivery address, errors when placing the order, erroneous products, defective items, partial deliveries, etc., please use our contact form so we can help you.

SIZING & CARE

· HOW CAN I LEARN ABOUT SIZE AVAILABILITY?

You will find the size range and the availability for each size on every product page.

You can also use the tool on our website to filter products by size.

· IS THE FIT TRUE TO SIZE?

When it comes to fashion, we know that the most important thing is to find the perfect fit. Everybody is different, and that’s why all our footwear and clothing are designed to provide maximum fit consistency within a range of styles.

Style, structure or materials can have an effect on fit. You can visit the "SIZE CHART" section, located below the description of each product, to know if the product you are interested in fits small, large or according to the size.

· HOW LONG DOES A PAIR OF ESPADRILLES LAST?

ALOHAS espadrilles are ideal for the summer season (or for those idyllic places where it’s always warm), but they don't last forever. The espadrilles, given the materials they are made of and the fact that they are handcrafted, are considered a seasonal item and have limited durability.

· HOW CAN I TAKE CARE OF MY ALOHAS SANDALS / ESPADRILLES?

Our shoes do not get along with water, so we recommend that you avoid stepping on wet areas. The lower part of the espadrilles, which is made of jute, should never get wet or humid. You can keep your ALOHAS in good condition for longer if you always keep them dry, especially the soles.

PAYMENT

· WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept the following payment methods through our website:

- Visa

- Mastercard

- American Express

- Maestro

- Apple Pay

- Google Pay

- PayPal Express Checkout

- Shopify Payments

- Amazon Pay

- SPEI- Criptomonedas

- Aplazame

- iDEAL (Mollie)

- SOFORT Banking (Mollie)

- KBC/CBC Payment Button (Mollie)

- Giropay (Mollie)

- ING Home'Pay (Mollie)

- Cartes Bancaires (Mollie)

- ComproPago (Oxxo, 7Eleven,..)

SHIPPING

· DO YOU SHIP WORLDWIDE?

Of course! All of our inventory is stored in our warehouse in Barcelona (Spain) and can be shipped worldwide. No matter where you are, we will make sure you receive your ALOHAS in time to enjoy them.

** Please note that if the delivery address is in a country outside the EU, you automatically become an importer. This means that your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the payment of duties and taxes. ALOHAS will not be made responsible for the payment of these costs. In case you decide not to comply with the payments of said tariffs and reject the package, ALOHAS will not be able to reimburse you for the full amount of your purchase, since we will have to subtract the costs of returning the rejected package to origin. **

· DO YOU OFFER FREE SHIPPING?

Yes! We offer free shipping on all orders for an amount of 190€ or above.

· HOW LONG UNTIL I RECEIVE MY PACKAGE? AND HOW MUCH WILL DELIVERY COST?

We have shipping options available for every budget.

STANDARD SHIPPING: Orders within the EU usually arrive 2 to 4 business days after they have been shipped.

EXPRESS SHIPPING: Orders within the EU usually arrive 1 to 2 business days after they have been shipped. International orders (outside the European Union) usually arrive 1 to 3 business days after they have been shipped.

In any case, the prices applied to these shipping options vary depending on the destination of the package. The easiest way to find out the exact cost of shipping is to simulate a purchase on our website.

Occasionally, some orders are delayed at customs, which increases the delivery time. If this is the case, contact us through our contact form.

** Please note that the estimated arrival date is calculated once the products leave our warehouse. Packages usually ship 1-2 business days after the order is confirmed.

RETURNS

· WHAT IS YOUR RETURN POLICY?

To make sure we can process your return successfully, please adhere to the requirements below when returning your package:

- The return request must be made within 15 days of receiving the order

- Changes are only possible using Store Credit

- Items must be unused and in their original condition, and labels and seals must not have been removed

- The packaging / box must be the original and must be in perfect condition *

- Do not adhere labels or tape to the shoe box / packaging *

-Download the return form and place it inside the package: //drivegoogle.com/file/d/0b4sgp4zvfpslnc1zaexwwvvhrmvdg/view

- Use a plastic bag to cover the package (this is where the return label must be attached)

* If packaging requirements are not met, a 5€ penalty will be deducted from your balance.

Please note that pierced earrings including earring pendants and ear cuffs are non-returnable for reasons of hygiene and safety.

WE DO NOT REFUND SHIPPING COSTS (OR CUSTOMS CHARGES) IN ANY CASE.

If you are eligible for free returns and you have problems with the prepaid label or you come across an issue when sending the package, please contact us before paying for shipping costs yourself. In case you do pay for sending the package, we will not cover the expense because we have an established process for free returns in your country.

· DO YOU OFFER FREE RETURNS?

Sure! We offer free returns in the European Union*, United States, Canada and Australia.

*Does Not Include: Albania, Andorra, Bosnia and Herzegovina, Croatia, Gibraltar, Iceland, Kosovo, Liechtenstein, Macedonia, Monaco, Montenegro, Norway, San Marino, Serbia, Switzerland, Turkey.

· HOW CAN I RETURN AN ITEM?

Keep in mind that there are several steps in the return process. After your items are received in our warehouse, they have to go through an inspection for approval of the refund, and once passed, they are re-entered into the system.

If the return is approved, the refund is automatically processed according to your selection: Store Credit or Payment Method. Once the procedure is complete, you will receive a refund confirmation email.

Generally, refunds are processed within the following week after receiving the return items. In some cases, especially during sales or in summer, when the volume of purchases is much higher, the process can be delayed because our logistics team has to open each package one by one for review.

Therefore, the entire return process can take up to 21 business days from the moment we receive the package until the time the money is returned to your bank account: up to 6 days for processing and up to 15 days to complete the bank transaction.

· HOW CAN I RETURN AN ITEM IF MY COUNTRY IS NOT ON THE FREE RETURNS LIST?

Unfortunately, if your country is not included in the list of countries eligible for "FREE RETURNS", you must cover the costs associated with the return, even if you are looking to exchange the product. The expense must include shipping and taxes.

Please make sure that you adhere to the general requirements (return policy) to return your package.

Request the return through this link: https://www.alohas.io/a/returns

The system will automatically detect your country and display the following notification: No return label is required for this return. The customer will send back the package.

The delivery address where you have to send your return item(s) will be provided to you via email after you complete the return request.

You can select the shipping method of your choice, but we always recommend keeping the tracking information, as we may request it.

· HOW LONG WILL MY REFUND TAKE?

Keep in mind that there are several steps in the return process. After your items are received in our warehouse, they have to go through an inspection for approval of the refund, and once passed, they are re-entered into the system.

If the return is approved, the refund is automatically processed according to your selection: Store Credit or Payment Method. Once the procedure is complete, you will receive a refund confirmation email.

Generally, refunds are processed within the following week after receiving the return items. In some cases, especially during sales or in summer, when the volume of purchases is much higher, the process can be delayed because our logistics team has to open each package one by one for review.

Therefore, the entire return process can take up to 21 business days from the moment we receive the package until the time the money is returned to your bank account: up to 6 days for processing and up to 15 days to complete the bank transaction.

· I’VE RECEIVED THE RETURN EMAIL CONFIRMATION, BUT I DIDN’T GET THE MONEY BACK, WHAT’S GOING ON?

Do not worry. If you have received an email confirmation for your refund, it has been successfully processed. You will have the money back soon!

For Visa or Mastercard refunds on Stripe, our payment platform, it can take up to 10-15 business days for the money to be returned to your bank account. If the payment was made via Paypal, the refund will be made according to Paypal’s return policies.

Please look for your refund under the name Sunset Ventures SLU, not ALOHAS. Remember that we do not refund shipping costs.

If you experience an issue with your refund, let us know through our contact form and we will gladly help you.

· WHY HAVE I RECEIVED A GIFT CARD (STORE CREDIT) INSTEAD OF A REFUND?

All returns are processed automatically. The refund is made according to the option you selected when filling out the online refund request: Store Credit (gift card for the amount of purchase) or Payment Method.

Please contact our Customer Service team through our contact form to request a modification. It would be very useful if you could provide us with the Store Credit code when you contact us.

· HOW DOES STORE CREDIT WORK?

Store Credit (equivalent to a gift card) works as a unique code that gives you access to a given amount of money to spend on ALOHAS. You will receive this code by email, usually after you have returned an unwanted item(s) and want to exchange it for another item(s).

How to use it? Add the items you want to your shopping cart. When confirming your purchase, enter your Store Credit code (exactly as it is) in the "promotional code" section. Store Credit works as a credit, so if you do not use it up, you can use the remaining amount for an upcoming purchase. If the price of your purchase is greater than the balance of your credit, you will simply have to pay the difference.

OTHER QUESTIONS

DO YOU HAVE ANY OTHER QUESTIONS? CONTACT US!