All prices on the website include FREE standard shipping worldwide*. Your items are shipped from our warehouses located in either Malaysia, Vietnam Hong Kong (China), or US.
Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.
Most international orders will now be shipped from our warehouse in Hong Kong or Netherlands (as per available stock), which will greatly expedite the shipping times for your order.
Territories of the United States: For those who reside in a territory of the United States that we ship to, please allow anywhere between 5-15 business days for your order to reach your destination.
*Free shipping excludes United Arab Emirates, India, and Switzerland. Due to increased shipping rates, we are no longer able to cover the cost of shipping to these regions.
TRACKING YOUR ORDER
You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
Canadian Customers: If your order is shipping from our U.S. warehouse, it will ship via USPS. Once your package has arrived at the Canadian border it will immediately be handed over to Canada Post who will then be responsible for final mile delivery. You can then take your same USPS tracking number and input it into the Canada Post website for more thorough updates on the status of your order.
*Due to delays at Customs in Richmond, BC, some Canadian orders may take longer than 15 days to arrive.
COURIER PHONE NUMBERS
| COURIER |
PHONE |
GET HUMAN INSTRUCTIONS |
| USPS |
1-800-275-8777 |
Press 0 , then 0, then press 5, then 5, then 2 |
| FedEX |
1-800-463-3339 |
Keep saying "Speak to a representative" at each prompt |
| UPS |
1-800-742-5877 |
Press 0 at each prompt, ignoring messages |
| Canada Post |
1-800-267-1177 |
Press 0 at each prompt, ignoring messages |
| DHL Express |
Varies by country |
Click here for customer support |
| Hongkong Post Speedpost |
852-2921-2222 |
Press 8, then press 5 |
| GLS |
Varies by country |
Click here for customer support
|
INTERNATIONAL TAXES AND DUTIES
International customers (outside of the United States) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by I love Alma, and thus cannot be refunded.
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend contacting your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.
Please note that DHL pays on your behalf for any duties and taxes that are due on the goods, as soon they enter the country. This simple process ensures that the courier can deliver your package in shortest possible transit time. The goods are released to you only upon the full repayment of any duties and taxes that were paid on your behalf. On some occasions, you may receive an invoice from DHL after the delivery of goods, for the charges they have paid on your behalf at the destination, plus a small administration fee.
WRONG ADDRESS DISCLAIMER
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at orders@nuovosite.com as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
If it's too late for our team to cancel your order, you can return your order to us once you've received it. For more information on how to return your order click here.The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.
Extra Shipping Charges: If you upgraded your shipping and the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the upgraded shipping fees.
RETURNS
By placing an order at I LOVE LMA, you are responsible for the cost of return shipping back to I LOVE ALMA. Please refer to our international returns policy here for further information on how to return your packages.
DELIVERED BUT NOT DELIVERED
All of our shipments include Tracking with Delivery Confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact couriers at numbers above in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.
USA STATE SALES TAXES
Please note that I LOVE ALMA charges state sales taxes on orders to California and Pennsylvania at the rate application for the county of the purchaser. These collected taxes are mandated by the local state governments and Luxy Hair in no way benefits from this and directly pays this amount collected to the state.
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