Shipping & Order Resolution
At Alene, we make sure every order is handled with care.
Please reach out to us first
If anything about your order isn't right, the fastest path to a resolution is contacting our team directly — not your bank.
We resolve more than 99% of issues within 24-48 hours of being contacted. Filing a chargeback before reaching out adds weeks of delay for you, and prevents us from helping until the dispute closes.
Shipping & Fulfillment
Every order placed with Alene will be fullfilled — thats our guarantee. We've experienced a surge in demand recently, whihc menas some orders may take a bit longer to ship than usual as we work through volume.
You'll recieve tracking information by email as soon as your order is on its way. If you haven't seen an update in a while, that's almost always because we're processing a high volume of orders, not because anything is wrong. We appreciate your patience while we get your order out the door.
Why contacting us beats filing a dispute
It's Faster
Most issues are resolved within 24-48 hours when you email us. Bank disputes routinely take 30-90 days.
It's Simpler
One email, one reply, one solution. Bank disputes require paperwork, hold times, and follow-up calls on your end.
It Protects Your Account
Frequent chargebacks can flag your bank account or card for review. Resolving things directly avoids that entirely.
We get it — when an order feels off, it's tempting to call your bank. We're a real team that genuinely cares about your experience. Give us a shot and we'll make it right.
Our Promise to you: Every order will be fulfilled. Every concern will be heard. If something goes wrong, we'll work with you until it's resolved. That's our commitment.