About Service Shipping Returns
Welcome to AFLALO, where our heritage began just last year. Founded by Yael Aflalo, Ludvig Frössén and our illustrious team, we blend luxurious craftsmanship with the world's finest materials. Silhouettes designed to become your everyday staples, alongside those exquisite few destined for only a handful of unforgettable outings. Experience the sublime, the practical, and the occasional nipple indiscretion with AFLALO.
Service
For all inquiries: aflalo@aflalonyc.com



How can I create an account on aflalonyc.com?

Creating an account is simple. Click on 'Account' at the top right corner of your screen, enter your email, and follow the prompts to create a password and add your name.

What are the benefits of creating an account?

An Aflalo account provides a secure and convenient shopping experience. It allows you to add products to your wishlist, save your order history, billing, and shipping addresses, and track your orders.

How do I sign up for Aflalo news & updates?

Subscribe to our newsletter to stay updated on the latest collection launches, news, and more. Simply enter your email address in the bottom left corner of our footer on aflalonyc.com, or create an account and select the option to receive Aflalo updates. 

If you already have an account and wish to update your email preferences, login and navigate to 'Account,' then click on 'Profile.' There, you will find an 'Edit' button to adjust your newsletter settings and other profile information.

How do I reset my password?

If you forget your password, click "forgot?" during login. You will receive an email with a link to create a new password.

How can I delete my account?

To delete your account, please contact our Customer Service Team at aflalo@aflalonyc.com.

How do I place an order?

To place your order, select your desired item(s) in your preferred size and color, and add them to your Shopping Bag. The Shopping Bag will appear on the right-hand side of the screen and can be accessed anytime by clicking the "Bag" icon in the top right corner. Once you've finalized your selections, click "Checkout" to provide your delivery and payment information. Upon confirmation of your order, you will receive an Order Confirmation email.

I haven't received my order confirmation email. Has my order been confirmed?

If you haven’t received an order confirmation email within an hour of placing your order, please check your spam or junk email folder. If you still cannot find the confirmation email, please contact our Customer Care team at aflalo@aflalonyc.com, and someone from our team will be able to assist you.

What is the status of my order?

If you have an account, you can check your order's shipping status by visiting the Account page and clicking on Orders. 

After checkout, you will receive an Order Confirmation email. Once your order has shipped, you will receive another email with tracking information to monitor your shipment's progress. To track your order, click the tracking link in the Shipping Confirmation email.

If you need further assistance in tracking or locating your order, please contact us at aflalo@aflalonyc.com, and someone from our team will be able to assist you.

Has my order been shipped?

Once your order is shipped, you will receive a confirmation email with the tracking number. You can track your parcel on the carrier’s website using this number.

I haven’t received my order. What should I do?

If you haven't received your order, please open a claim with the carrier and contact our Customer Service at aflalo@aflalonyc.com. Claims regarding delivery must be submitted within 7 business days following the expected delivery date.

Can I modify or cancel my order?

If you need to change or cancel your order after placing it, please reach out to us promptly at aflalo@aflalonyc.com. Orders may only be canceled prior to shipment. 

If you would like to cancel an order that contains a Pre-Order item, please reference the Pre-Order section. 

What makes an item Made-to-Order?

Made-to-order items are handcrafted in our atelier in NYC, cut exclusively for you after your order is placed. These items always clearly state "Made-to-Order" in their Product Description, and require 7-10 business days to be made and shipped. Please keep in mind that this timeline is an estimate and can be subject to change.

When you place an order for a Made-to-Order item, that item is prepared for production and will ship as soon as it is finished.

When will I be charged for Made-to-Order items?

Payment will be processed for all Made-to-Order items at the same time that the order is placed.

When will I receive my in-stock items if my order includes a Made-to-Order item?

All in-stock items will be shipped following our typical shipping & delivery policies, via the shipping method selected at checkout. Made-to-Order items will ship separately as soon as they are finished. 

Can I cancel my Made-to-Order item?

If your Made-to-Order item is delayed beyond the originally provided estimated timeline, we will accommodate your request to cancel your order. You can submit this request by contacting our Customer Service Team at aflalo@aflalonyc.com.

Can I return a Made-to-Order item?

Made-to-Order items are Final Sale and not eligible for return, unless otherwise specified.

What makes an item Pre-order?

Pre-order items are finishing production and not yet ready to ship. These items are always marked clearly as "Pre-order" with an estimated shipping date on their product pages. Please keep in mind that these dates are estimates and are subject to change. 

When you place a Pre-order, the items are reserved for you and will ship as soon as they are available.

When will I be charged for Pre-order items?

Payment will be processed for all Pre-order items at the same time that the order is placed.

When will I receive my in-stock items if my order includes a Pre-order item?

All in-stock items will be shipped following our typical shipping & delivery policies, via the shipping method selected at checkout. Pre-order items will ship separately as soon as they are available. 

Can I cancel my Pre-order?

If your Pre-ordered item is delayed beyond the originally provided estimated ship date, we will accommodate your request to cancel your order. You can submit this request by contacting our Customer Service Team at aflalo@aflalonyc.com.

What makes an item Waitlist?

If an item is waitlisted, that is an indication that we may produce more of that item soon, depending on customer interest. These items will be clearly marked with the note “Join the Waitlist” on their product description pages. The timeline to restock will vary depending on the product.

How do I find out when a Waitlisted product is back in stock?

To be notified when a product is back in stock, select your desired color and size, then enter your email to subscribe to the Waitlist. 

Which payment methods do you accept?

We accept the following payment methods:

  • All major credit and debit cards (American Express, Mastercard, Discover, Visa)
  • Apple Pay

Our Size Guide is accessible on every product page, via the 'Sizing' link. Additionally, for products showcased on models, we provide the model's height and size information to assist you in finding your best fit.

Can I purchase a Gift Card?

Yes. We offer digital Gift Cards from $100-$1,000. To add a gift card to your bag, visit the gift card page or search “gift card” via the search bar on aflalonyc.com. 

How do I send someone a Gift Card?

To send someone a gift card, first visit the gift card page on aflalonyc.com. Once you’ve selected an amount, filled out all of the details and selected your desired send date, add them to your Shopping Bag. The Shopping Bag will appear on the right-hand side of the screen and can be accessed anytime by clicking the "Bag" icon in the top right corner. Once you've finalized your selections, click "Checkout" to provide your delivery and payment information. Upon confirmation of your order, you will receive an Order Confirmation email.

Can I personalize the Gift Card message?

Yes, you can personalize your gift message by writing a custom note in the “your message” box on the gift card page.

When will the Gift Card be sent to the recipient? 

You can choose the send date of your gift card via the gift card page. If you do not select a date prior to checkout, your recipient will receive the gift card immediately after you place your order. You'll also get a confirmation email once your gift card has been successfully delivered to your recipient.

Does my Gift Card expire? 

Yes. Aflalo gift cards expire after 12 months. 

Does Aflalo offer gift boxes or gift wrapping?  

All Aflalo orders will be shipped in our signature Aflalo packaging. Sweaters, knit tops, and knit dresses will be wrapped in tissue paper and packaged in a box or shopping bag. All other garments, such as outerwear, jackets, dresses, skirts, pants, and tops will be packaged on a velvet Aflalo hanger and folded in our signature satin garment bag. 

At this time, we do not offer specialized gift boxes or gift wrapping. 

Can I choose to receive a Gift Receipt on my order? 

Receipts and packing slips shipped with your Aflalo order will never include price information. If you need to reference the price of your items, this information will always be provided in your Order Confirmation email. 

Shipping
What are Aflalo’s shipping times and costs within the US?

Standard Shipping
We offer complimentary standard shipping with an average delivery time of 4-7 business days.

Expedited Shipping
Expedited 2-3 day shipping is available for all orders at a cost of $30. 

Next Day Shipping
Next Day Shipping is available at a cost of $40. Orders for Next Day Shipping must be placed by 12:00 PM ET. Orders placed after 12:00 PM ET will ship on the following business day. We do not ship on Saturdays or Sundays. 

Alaska, Hawaii, and Puerto Rico
The shipping and delivery times mentioned apply to the continental U.S. only. Please expect an additional 2-5 business days for your order to arrive due to carrier restrictions in your region.

Please be aware that our fulfillment & shipping services will be paused on United States holidays. Orders placed over these dates will be processed on the next business day.

All orders are processed automatically, and we are unable to expedite or delay shipments beyond what is specified in the shipping methods provided.

What countries does Aflalo ship to?

We currently ship to the following countries: Australia, Austria, Belgium, Canada, Croatia, Denmark, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Luxembourg, Monaco, Norway, Portugal, Spain, Sweden, Switzerland, The Netherlands, and The UK. All international orders are shipped with Complimentary UPS Worldwide Expedited® Shipping. 

If you don’t see your country listed and are interested in placing an order, our team will always do our best to accommodate you. Please inquire by sending an email to aflalo@aflalonyc.com with your destination country and a list of the items you are interested in purchasing.

Do I need to pay customs fees?

Customs and Duties are included in the price of all Aflalo items for our international customers. No additional payment is required by the recipient upon delivery of an international order.  

Returns
What is your Return Policy?

You may request a return on any product via our online Returns Portal within 14 days of the date your order was shipped, provided it is in its original condition and packaging (unworn, including all accessories and dust bags). Returns are only accepted with the provided prepaid label, which will be emailed to you once your return request has been approved. You will then have another 7 days to drop off your parcel at a UPS access point. 

Returns are only accepted with the provided prepaid label.

Is there a return fee?

We charge a $20 return shipping & restocking fee for all credit card refund returns. This return fee is waived if you choose to return your items for store credit instead. 

How do I return my order?
  • To return your order, please follow these steps:
  • Request your return in the Returns Portal
  • We will email you a Prepaid Return Label once your request has been approved
  • Print & Attach the Return Label to the box
  • Drop off your parcel at a UPS Access Point, or schedule a pickup via the UPS website
Can I return a Made-to-Order item?

Made-to-Order items are Final Sale and not eligible for return, unless otherwise specified.

How do I make an exchange? 

Currently, we do not offer exchanges. To exchange an item, please return it for a refund or store credit and place a new order.

What do I do if I receive a damaged or incorrect item?

If any items in your order arrive damaged, or do not match your order, please contact our customer service team at aflalo@aflalonyc.com with photos and a description of the damages and/or errors within 7 days of receiving your order. 

What do I do if my package arrives damaged?

If your order arrives in a damaged or faulty shipping box, please contact our customer service team at aflalo@aflalonyc.com immediately with images of the damage so that we are able to resolve the issue with the carrier as soon as possible. All reports of damaged or faulty parcels must be submitted within 7 days of your package’s delivery date. 

Did you receive my returned order?

You will receive a confirmation email once your return is processed. In the meantime, you can check the status of your return by following your return’s tracking number, or via the Orders page. 

If it has been more than 10 days since you dropped off your return and you have not received a return confirmation email from us, please contact our customer service team at aflalo@aflalonyc.com for assistance. 

When will I receive my refund?

All refunds will be issued to your original payment method and credited back to your account within 10 business days of receiving your return, depending on your bank. Please kindly note that we reserve the right to decline refunds for items that are not in their original condition (worn, damaged, etc.).

If you have chosen to return your item in exchange for store credit, you will receive credit in the form of a gift card for the total credit amount as soon as your return has been processed. Your return confirmation email will include information on how to use your gift card on aflalonyc.com. 

What is your International Return Policy?

For international orders, you may request to return any product within 7 days of order delivery by emailing our customer service team at aflalo@aflalonyc.com, provided it is in its original condition and packaging (unworn, including all accessories and dust bags). Once your return request is approved, you will receive an email with your return number and prepaid UPS shipping label. You will then have another 7 days to drop off your parcel at a UPS access point. 

Returns are only accepted with the provided prepaid label.

How do I return my International Order?

To return your order, please follow these steps:

  • Request your return by emailing us at aflalo@aflalonyc.com
  • We will email you a Prepaid Return Label and Customs Documents once your request has been approved
  • Print your return label and customs documents. Sign the customs documents and place both the documents and the return label in a clear plastic pouch attached to the outside of your package
  • Drop off your parcel at a UPS Access Point, or schedule a pickup via the UPS website
Is there a return fee for international orders?

There is a $50 Return Shipping & Restocking fee for all International Orders. 

Can I return a Made-to-Order item?

Made-to-Order items are Final Sale and not eligible for return, unless otherwise specified.