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Free Shipping on All Orders Over AED500 Inside UAE
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F.A.Q

Shipping information

Depending on the item(s) you purchase on AlAINAQUA.COM and the location to which the item(s) will be delivered, different shipping methods will be available. At checkout, you will be prompted to choose preferred shipping method.

At the moment, we only ship to GCC countries including UAE, Oman, Kuwait, Saudi Arabia, Bahrain and Qatar. For international orders, please contact admin@alainaqua.com.

If you have any questions, please don’t hesitate to contact our Customer Experience Department by mail or by phone at T +971 2 651 5555.

Once your order has been shipped, you will receive an email with your tracking and shipping information. Simply click on the link in the email or select the ‘track order’ option here and enter your order number and email address or sign into your account.

We ship only on business days. Business days are from Sunday to Thursday, excluding holidays. Any order placed after 12 P.M. GST will be processed the following business day. Due to a high volume period, your order may take longer than anticipated though it usually takes from 5-7 business days.

For remote locations, please add an additional 2-5 business day to each shipping method’s expected delivery time.

All UAE shippings above AED 500 are eligible for free shipping. The delivery charges for the products less than AED 500, will be displayed in the checkout page before completing the payment.

Payment information

We gladly accept Visa, MasterCard and American Express. If your card has been issued outside the United Arab Emirates, please note that your order may need additional verification before it can be processed.

Fortunately, we also accept COD orders and all orders must be paid in full once product delivered.

All prices on our website are included VAT. Other fees like customs duties may apply.

When ordering goods from alteredcompany.com for delivery outside of the United Arab Emirates, your order may be subject to import duties and taxes which are levied once the package reaches your delivery country. Any additional charges for customs clearance must be borne by you and unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office.

Additionally, please note that when ordering from alainaqua.com, you are considered to be the ‘Importer of Record’ and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.

We do our best to provide accuracy in the pricing and other product information displayed on our website, but mistakes sometimes happen. In such cases, ALAINAQUA.COM expressly reserves the right not to honor pricing errors found on this website when accepting an online order. If an error occurs, we’ll let you know and cancel the order. Any authorized payments for that order will be immediately refunded. If you find an error once your order is delivered, please contact our Customer Care team or refer to our return policy.

We use your info to fulfil your order accurately and quickly and to improve your shopping experience. We respect your privacy and never share this information with anyone, except in connection with your order. If you want to know more, take a look at our Private Policy.

Orders

Click on a Product Photo or Product Name to see more detailed information. To place your order, choose the specification you want and enter the quantity, and click ‘Add to cart’.

Please enter the required information such as Delivery Address, Quantity Type etc. Before clicking “Place Order”, please check your Order Details carefully. If you want to add a new Delivery Address, click ” Add a new address”. If you want to edit a current Delivery Address, click ‘Edit this address’. After confirming your Order, you will be automatically taken to the Payment page.

You can contact our customer support team by provided email or mobile phone. In case, it’s not convenient to talk, you can come to our offices to make your request.

You can contact our customer support team by provided email or mobile phone. In case, it’s not convenient to talk, you can come to our offices to make your request.

Cancelation & Refund

Customer can cancel their order within 24 hours; refunds will be made back to the payment solution used initially by the customer.  Cancelation will be free of charge in case product not shipped already. If product has been already shipped, shipping & handling fees are non-refundable.

Please allow for up to 45days for the refund transfer to be completed.

To ensure fast response, submit your order number along from ordered email to our customer service team at customers@alainaqua.com. Our team will be cancelling your order and proceed with refund immediately.

Alainaqua.com has a free returns policy, where you can request to return a product purchased on Alainaqua.com for refund within 15 days of its delivery.

If the product you receive is damaged, defective, counterfeit or not as described on the website, subject to return of the affected product to us within 7 days of its delivery and satisfaction of our assessment and validation process, you will be entitled to receive a full refund of the price paid for the product, along with any shipping fees applied.

If you change your mind after delivery of a product purchased, you can also return the product to us for a refund within 45 days of its delivery except in respect of:

  • Marked as non-returnable
  • Products with their retail packaging, seals or boxes opened or missing and any tags or labels which were attached.

Note:We reserve the right to refuse any returned shipments if the product has been used or tampered with. Shipping & Handling fees are non-refundable.

WARRANTY

AlAinaqua (Altered) products are under warranty for two (2) years from the date of purchase.
AlAinaqua (Altered) takes great pride in the design and craftsmanship of all our products. We strive to make sure every item we sell is perfect. In the unlikely event that a product does not match up to our high standards we will try our hardest to address the problem.

Any unanswered questions?

CONTACT US

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It’s almost impossible to change habits. So instead we decided to change things. Our products save energy and resources so you don’t have to.
Conscious design for new habits.

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