ONLINE ORDERING 


Can I modify or cancel my order?

To ensure the fastest possible delivery, orders are processed immediately upon confirmation and cannot be modified or cancelled. 

If you wish to add an item, we invite you to place a new order. Upon receipt of your package, you may use our complimentary returns service to return any unwanted items (please refer to our Returns Policy).


Can I combine two or more orders into a single shipment?  

Each order undergoes dedicated and immediate logistics handling; therefore, separate orders cannot be consolidated into one parcel. Once your parcels are dispatched from our warehouse, you will receive a separate shipping confirmation email for each order, along with distinct tracking numbers and invoices. 


Can I place an order from my mobile device?   

Our website is fully optimized for smartphones and tablets, allowing you to browse and complete your purchases with the same fluidity and security as on a desktop computer. 


How do promotional codes work?   

When reviewing your Shopping Bag, enter your code in the dedicated field and click "Apply". Promotional codes cannot be combined (only one code per order).

Should you experience any difficulty, our Client Service team remains at your full disposal.


Why did the items in my Shopping Bag disappear?   

Until an order is finalized, items added to your Shopping Bag remain available on the website and may be purchased by other clients. Should an item sell out before you complete your checkout, you will receive a notification stating that the item is no longer available. 


Can I claim a tax refund for orders placed online or through the Client Relation Center? 

Tax-free shopping is not available for purchases made on our online boutique or remotely via our Client Relations Center. Tax refund services are strictly reserved for purchases completed in person within our physical boutiques, in accordance with local customs regulations.   

 PRE ORDER


What is a pre-order? 

A pre-order allows you to reserve a creation that is not yet available for immediate purchase, but will be released soon. 


When will my pre-order be dispatched? 

An estimated shipping date is specified on the product page as well as in your shopping bag. This date may be subject to minor adjustments. 


Can I combine an in-stock item and a pre-order item in the same order? 

Currently, it is not possible to combine immediately available items and pre-order pieces within the same shopping bag. 

We invite you to place two separate orders: one for your in-stock creations, and a second order dedicated to your pre-ordered pieces. 


What happens if I order multiple pre-order items with different dispatch dates? 

If your order contains several pre-order pieces with different shipping dates, all of your creations will be dispatched together in a single shipment, aligned with the latest estimated delivery date. 

DELIVERY AND RETURNS


What delivery options are available? 

Depending on the destination country, two shipping options may be available:

* Standard Delivery: 2 to 4 business days

* Express Delivery: 1 to 2 business days

Enjoy complimentary shipping depending on your destination country.

The most precise estimated delivery date will be displayed at checkout, based on your destination. 


How can I track my order? 

Click here to access our tracking portal. Enter your order number and email address to follow the status of your shipment. Your order number can be found in your order confirmation and shipping confirmation emails.  

If you have a client account, you can access all information regarding your orders in the « My Account » section.  


Do not have an account yet?

Create one now to enjoy exclusive services and personalized privileges. 


Can I return my order? 

You have 30 days from the date of parcel delivery to return your creation. Please complete the online return form to generate your complimentary pre-paid shipping label. 


Can I receive a refund on a different payment method than the one used for purchase? 

For security and fraud prevention reasons, refunds cannot be issued to a credit card or payment method different from the one used for the initial purchase. 

PAYMENT 


Which payment methods are accepted online? 

Maison-alaia.com accepts the following payment methods, which may vary depending on your location: Credit Cards (Visa, MasterCard, Discover, American Express), Apple Pay, Google Pay, and PayPal. 


When will my credit card be charged? 

The total amount will be debited from your card upon dispatch of your order.   

FIND YOUR SIZE


How to find my ready-to-wear size?

On each ready-to-wear product page, click on “Find My Size”. This interactive tool will guide you in selecting your ideal fit based on your measurements and preferences.


How to find my shoes size ? 

Under the “Size & Fit” tab on each product page, you will find our international size conversion chart to help you determine your size according to your country.


How to know what can fit in my bag ? 

Size and capacity details are available in the “Details” section on bag product page.

CARE


Always refer to the washing and care instructions on the label of your Alaïa item. In case of any doubts, please contact our Customer Relations Center.


Pay attention to the mix of materials.


How do I take care of a leather product?  


How to wash and how often: Leather is an animal-based material. This means it needs a different, special type of care compared to all other materials. There are no specific circumstances where you should clean your leather product, but we would still recommend you do it at least once every two or three months. Before each use and cleaning process, don’t forget to remove any dust with a soft cloth.

Hand cleaning: The type of leather that you are dealing with dictates what cleaning method you will need to use. Remember that across all leather types, the main rule is to avoid using too much water or any harsh chemicals. These would lead to dryness and cracking. Most of our leather goods are made in aniline or semi-aniline leather. To clean these, use a damp cloth with a mild, non-alkaline leather-specific soap. These leathers often have a more natural finish, so it's crucial to avoid harsh chemicals that might disrupt the leather's appearance. Always test your cleaning method on a small, hidden part of your product, to be sure it is suitable for your product before applying it more widely. You can always check the leather type of your product on our website.

Machine-wash: Never put your leather goods in the washing machine as the water, friction, laundry detergent and heat would damage them permanently!

Iron: Leather does not require ironing of any kind.

Storing: Always store your leather items in cool, dry places with proper circulation and away from direct sunlight to avoid fading and the appearance of moisture. Always store your leather goods in their natural shape (don’t hesitate to stuff the bags to keep their form). This helps to avoid the appearance of any creases.

Every month, take some time to inspect your leather goods to prevent any damage.


How do I take care of a cashmere product? 


Handwash: You can wash cashmere with a special detergent for wool, diluted shampoo or even hair conditioner. Make sure the washing and rinsing are done quickly. Rinse gently with cold water several times until the water is completely clear. Drain off the rinsing water without wringing and gently roll your jumper or scarf into a terry towel. Dry your cashmere flat on another dry towel, away from any heat source. Always prefer white towels to avoid colour transfer.

Machine-wash: Some brands recommend machine-washing cashmere, as this process is more consistent than by hand. Put your cashmere item in a washing net or pillowcase. A special detergent for wool is recommended for cashmere.

Set your washing machine on the wool programme (cold) and do not spin at more than 600 rpm.

Dry: Dry your cashmere by laying it flat on a dry towel, away from heat sources and out of direct sunlight.

Iron: if your cashmere has been laid flat and hasn’t been wrung, it will return to its original shape and ironing will not be necessary. If ironing is necessary, do it inside out, gently, eventually adding a layer of fabric (a towel, for example) between the product and the iron. Prefer a low-heat iron and little steam, without pressing. You can also remove wrinkles from your cashmere by hanging it in a steamy bathroom. The steam’s humidity will remove the creases.

Storing: store your cashmere products clean and folded, in a dry place away from direct light to avoid colour fading. Keep cashmere away from rough surfaces and sharp objects to avoid snagging, and separate from items with zippers or Velcro to prevent pilling. (source)

Pilling: fibres of wool and cashmere can break over time, causing pills. To remove them, use a lint roller. 


How do I take care of a wool product? 


Handwash: Handwash your wool garment in cold water, gently, without rubbing or wringing it. You can use your own hair shampoo as a detergent! Add a few drops of white vinegar to the final rinse water.

Machine-wash: Put your item in a washing net or pillowcase. A special detergent for wool is recommended for the machine wash. Set your washing machine on the wool programme and do not spin at more than 600 rpm.

Dry: To dry your wool garment, roll it in a dry towel or spread it between two towels and roll it with a rolling pin. Then lay your sweater out flat, on a dry towel. To dry your wool garment, roll it in a dry towel or spread it between two towels and roll it with a rolling pin. Then lay your sweater out flat, on a dry towel.

Iron: Iron your woollen garments inside out, using a low-heat iron with little steam. You can also remove wrinkles from your wool product by hanging it in a steamy bathroom. The steam will help remove the creases.

Storing: store your wool products clean and folded, in a dry place away from direct light to avoid colour fading. Keep wool away from rough surfaces and sharp objects to avoid snagging, and separate from items with zippers or Velcro to prevent pilling. (adapted from source)

Pilling: fibres of wool and cashmere can break over time, causing pills. To remove them, use a lint roller. 


How do I take care of a silk product? 


Handwash: Soak your silk garment in lukewarm water (for 5 minutes maximum, oversoaking causes dye transfer). Preferably use a special detergent for silk or a mild soap. Gently rub the stains if they are any. Then drain the water and refill your recipient with clear lukewarm water. Do not squeeze, wring or twist the garment while rinsing it, only lift and lower it. Before drying you can roll the garment in a towel to absorb excess water.

Machine-wash: While the best method is hand washing, machine washing silk is possible but not recommended. Choose a “Hand Wash” programme, without a spin cycle, and use a detergent recommended for silk. Fabric softener is not recommended because this builds up residue on the fabric. Preferably use a protective laundry net to protect your delicate garment. Dry it immediately after the end of the cycle.

Dry: Air-drying silk allows the silk to best retain its shape afterwards. To dry your silk garment, place it between two clean terry towels and dab it. Then dry your silk textiles flat, away from direct sunlight and heat. Silk should not be twisted to dry, as this may damage your garment.

Iron: Pressing is the best method to iron silk. Gently press downward through the cloth briefly. Lift the iron, allow the area to briefly cool, and then repeat on another section of fabric. Silk is particularly sensitive to high temperatures. It should be ironed inside out, using the lowest heat setting available on your iron, as high temperatures might result in scorching or burning. Don’t hesitate to use a clean, slightly damp cloth to avoid direct contact with the iron.

Storing: Store silk in a cool, dry, dark place. Fluctuating temperatures can weaken silk fibres over time. Use cedar accessories like shirt boards to maintain the shape, and hang silk on padded hangers if you have any.


How do I take care of a linen product?  


Handwash: To handwash your linen garment, immerse it in warm water, not exceeding 30°C. We recommend using a special detergent for linen or delicate fabrics. Leave your clothes in the water for 30 minutes and jiggle them from time to time. Then, rinse the garments with warm water. Never wring clothes out, as this will damage the fibres and cause numerous creases. Instead, press the clothes against a flat surface to remove excess water.

Machine-wash: Your linen garments can be washed at up to 40°C with a special linen detergent or one for delicate fabrics. Preferably use a programme with a short cycle or no spinning to avoid creasing. Avoid fabric softener as it can damage linen fibres.

Dry: Linen can be dried in the dryer but always prefer drying in open air to avoid any shrinking of the fabric. Mixed linen, such as a linen-cotton blend, should be dried more gently.

Iron: Ideally, you should iron a linen garment when it is still humid, and at a high temperature setting (200-220°C). Depending on the fibres, linen does not always require ironing.

Storing: To prevent deep creases, fold your linen clothing gently along the natural seams and avoid sharp creases. Lay the garment flat on a clean surface and fold it with care, smoothing out any wrinkles as you go. Hang it carefully or lay it on slatted shelves. Store your folded linen in a cool, dry place where air can circulate. 


How do I take care of a cotton product? 


Handwash: To handwash your cotton garment, immerse it in warm water, not exceeding 30°C. We recommend using a special detergent for cotton. Leave your clothes in the water for 30 minutes and jiggle them from time to time. Then, rinse the garments with warm water. Never wring clothes out, as this will damage the fibres. Instead, press the clothes against a flat surface to remove excess water.

Machine-wash: We recommend washing at a maximum of 30°C, selecting either a cotton or gentle wool cycle that does not spin at more than 800 rpm. We also advise turning the garment inside out and washing it with similar colours to avoid colour fading.

Dry: Line drying in open air is highly recommended. Make sure your garment is properly stretched out when you hang it, so it does not change shape. For coloured garments, avoid direct exposure to sunlight to prevent colour fading.

Iron: If your garment is dried flat, it may not require much ironing. However, if creases remain, ironing is possible. Cotton garments can resist high heat. Between 150°C and 200°C would be the ideal ironing temperature.

Storing: Store your cotton products clean and folded to avoid stretching, in a dry place away from direct light.


How do I take care of a viscose product? 


Handwash: To handwash your viscose garment, turn it inside out before washing. Then immerse it in cool water. We recommend using a special detergent for delicate fabrics. If there are any stains, rub the garment by hand. Then, after a few minutes, rinse the garment with cold water. Press the clothes against a flat surface to remove excess water.

Machine wash: Wash your viscose clothes inside out, using a 30°C delicate or cold water setting. Fabric softener is not recommended because this builds up residue on the fabric. Preferably use a protective laundry net to protect your garment and reduce friction.

Dry: Hang or lay flat to preserve the original shape of your viscose clothes. Putting viscose in the dryer and exposing it to direct sunlight are not recommended since this can cause shrinkage and colour fading. Gently pull and shape the garment back to its original form as it dries. Don't leave it crumpled, as this will create set-in wrinkles that can be difficult to remove.

Iron: Iron your viscose clothes inside-out. Using a cool iron, gently smooth and stretch it to its pre-wash outline. Most creases vanish from viscose during reshaping, so it shouldn’t need long on the ironing board. A cool iron (no steam or spray) will deal with creases that have made it through to the final stage.

Storing: Fold your viscose garment neatly and store it in a cool, dry place. Avoid hanging viscose garments for extended periods, as this can cause stretching.

AFTER SALES 


Which Alaïa products are eligible for the repair service? 

Our after-sales repair service applies exclusively to faulty, authentic Alaïa creations purchased directly through:

* The official Alaïa website

* The Alaïa Client Relations Center (CRC)

* An official Alaïa retail boutique 


Which product categories can be repaired? 

* Ready-to-wear

* Bags & Small Leather Goods

* Shoes

* Accessories (Perfumes and candles are excluded from this service.)


How do I request a repair?  

The process depends on where your product was purchased:

* Online & Client Relations Center purchases: Please contact our Client Relations Center. You will be invited to provide details and photographs of the fault for an initial assessment.

* Boutique purchases: Please visit any Alaïa boutique, where our team will assist you with the request.



For more information, please refer to our condition of service.