Customer Care

Terms & Conditions

By accessing or using the ALORAH website and/or placing an order through our website, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

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These Terms & Conditions apply to all purchases made through the ALORAH website.

1. Orders & Order Confirmation

  • Customers must provide accurate, complete, and up-to-date information when placing an order, including their name, contact number, delivery address, and any other information required to process the order.
  • Once an order is placed, ALORAH will process the order subject to product availability and successful order confirmation.
  • ALORAH reserves the right to cancel, decline, or modify an order if a product is unavailable, if there is an error in the product or pricing information, or if there is an issue with the information provided by the customer.
  • ALORAH may contact customers by phone, WhatsApp, or other available communication methods to confirm an order before dispatch.
  • An order will be considered confirmed only after ALORAH has successfully verified the required order details.

2. Product Availability

  • All products are subject to availability.
  • Although we make reasonable efforts to keep website stock information accurate, there may be occasions where a product becomes unavailable before an order can be processed.
  • If an ordered item becomes unavailable, ALORAH will contact the customer and provide an appropriate solution, which may include cancellation of the unavailable item or another mutually agreed option.

3. Prices & Payments

  • All product prices displayed on the ALORAH website are subject to change without prior notice.
  • The price applicable to an order will be the price displayed at the time the order is placed, subject to any applicable promotional terms.
  • Available payment methods may include Cash on Delivery (COD), PayHere, KOKO, and Bank Fund Transfer.
  • For bank transfers, orders will be processed only after the payment has been successfully verified.
  • Customers are responsible for providing accurate payment information and completing payments through the selected payment method.
  • ALORAH is not responsible for delays resulting from incorrect payment information or unsuccessful payment transactions.

4. Order Processing

  • Orders are usually processed within 1 to 2 working days after order confirmation and/or payment verification, where applicable.
  • Orders placed on weekends or public holidays will normally be processed on the next working day.
  • Once an order has been processed and dispatched, the relevant delivery information may be provided to the customer through the contact details provided at checkout.

5. Delivery & Shipping

  • ALORAH delivers orders islandwide across Sri Lanka.
  • Delivery usually takes an additional 3 to 4 working days after the order has been processed and dispatched.
  • The total delivery period may therefore vary depending on order confirmation, processing time, delivery location, and courier service.
  • Delivery times are estimates and may vary due to courier delays, weather conditions, public holidays, remote delivery locations, unforeseen circumstances, or other factors beyond our reasonable control.
  • Customers are responsible for providing accurate and complete delivery and contact information.
  • ALORAH will not be responsible for delivery delays or failed deliveries caused by incorrect, incomplete, or unavailable customer information.
  • Customers are expected to remain available to receive their orders at the provided delivery address.

6. Returns & Exchanges

ALORAH offers exchanges only in cases where the issue is confirmed to have been caused by ALORAH. Exchanges may be accepted only for the following reasons:

  • Wrong item sent.
  • Wrong size sent.
  • Wrong colour sent.

Exchange requirements:

  • Customers must contact ALORAH within 24 hours of receiving the order if they wish to request an exchange.
  • Customers may be required to provide clear photographs and/or an unboxing video showing the issue.
  • All exchange requests are subject to inspection and approval by ALORAH.
  • The item must be returned in its original condition, together with all original tags, labels, packaging, and accessories.
  • Items that have been worn, washed, altered, stained, damaged, or otherwise used are not eligible for exchange.
  • Items worn to a function, party, event, or any occasion are not eligible for exchange.
  • Customer-requested changes based on personal preference, including a change of size, colour, design, or style, are not eligible for exchange.
  • Change-of-mind requests are not eligible for exchange.
  • Products must be returned in a condition suitable for resale, subject to the requirements above.

Exchange delivery charges:

  • If the issue is confirmed to have been caused by ALORAH, ALORAH will cover the applicable return and replacement delivery charges.
  • If an exchange request does not meet the requirements of this policy, the request may be declined.
  • No cash refunds will be provided for approved exchanges, except where a refund is required under applicable law.

7. Damaged, Defective or Incorrect Items

  • If you receive an item that is damaged, defective, or different from the item you ordered, please contact ALORAH within 24 hours of receiving the order.
  • Clear photographs and/or an unboxing video may be required to verify the condition of the package and product upon delivery.
  • If the issue is confirmed to be an error or fault attributable to ALORAH, we will arrange an appropriate replacement or other applicable remedy.
  • ALORAH will cover the applicable return and replacement delivery costs where the issue is confirmed to be caused by ALORAH.
  • Damage caused after delivery through customer use, washing, alteration, improper handling, or failure to follow product care instructions will not be eligible for exchange.

8. Product Colors, Images & Sizes

  • We make reasonable efforts to display product images and colors as accurately as possible.
  • Actual product colors may vary slightly from the images shown on the website due to lighting conditions, photography, image processing, and individual device or screen settings.
  • Customers are responsible for reviewing the available size information and size chart before placing an order.
  • Customers are encouraged to contact ALORAH before placing an order if they require assistance regarding sizing or product details.
  • Minor differences in appearance, texture, pattern, or color that do not constitute a material defect may not be considered grounds for an exchange.

9. Order Cancellations

  • Customers may request cancellation of an order before the order has been dispatched.
  • Cancellation requests received after dispatch may not be accepted.
  • Customers who place COD orders are expected to accept and receive the parcel.
  • Customers who repeatedly refuse or fail to accept COD orders without a valid reason may have the COD payment option restricted or removed from future orders.
  • ALORAH reserves the right to restrict certain payment or ordering options where there is a reasonable history of refused, fraudulent, or problematic orders.

10. Promotions & Discounts

  • Promotional offers, discounts, vouchers, and special campaigns may be subject to additional terms and conditions.
  • Promotional offers cannot be combined with other discounts or offers unless specifically stated by ALORAH.
  • Each promotion may have its own validity period, eligibility requirements, product exclusions, or other conditions.
  • ALORAH reserves the right to modify, suspend, or terminate any promotion or discount offer, subject to applicable law.

11. Customer Information & Privacy

  • Customers may be required to provide personal information such as their name, contact number, delivery address, and payment-related information in order to process and deliver orders.
  • ALORAH will handle customer information responsibly and take reasonable steps to protect it.
  • Customer information may be shared with trusted third-party service providers, including courier, delivery, payment, and technology service providers, where reasonably necessary to process and fulfil an order.
  • Such information will not be used for purposes unrelated to the operation of the business except where permitted or required by applicable law or with the customer's consent where required.

12. Website Content & Intellectual Property

  • All content available on the ALORAH website, including product photographs, images, logos, graphics, designs, text, descriptions, and other materials, is owned by or licensed to ALORAH unless otherwise stated.
  • Customers and other website visitors may not copy, reproduce, modify, distribute, republish, sell, or commercially use any ALORAH website content without prior written permission from ALORAH.
  • Unauthorized use of ALORAH's intellectual property may result in appropriate legal action.

13. Website Information & Errors

  • ALORAH makes reasonable efforts to ensure that product descriptions, prices, images, availability information, and other website content are accurate.
  • However, occasional typographical, pricing, technical, or other errors may occur.
  • If an error is identified, ALORAH reserves the right to correct the information and, where appropriate, contact affected customers regarding the order.
  • If an order cannot reasonably be fulfilled due to an obvious error in price, product information, or availability, ALORAH reserves the right to cancel the affected order and notify the customer.

14. Events Beyond Our Control

ALORAH will not be responsible for delays or failures in fulfilling an order where such delay or failure results from circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather, public emergencies, courier disruptions, technical failures, power outages, government restrictions, or other unforeseen events.

15. Changes to These Terms & Conditions

  • ALORAH reserves the right to update, modify, or change these Terms & Conditions from time to time.
  • Any changes will become effective once the updated Terms & Conditions are published on the ALORAH website, unless otherwise stated.
  • Customers are encouraged to review this page periodically.
  • Continued use of the website or placing an order after changes have been published constitutes acceptance of the updated Terms & Conditions.

16. Contact Us

For any questions or concerns regarding orders, payments, delivery, returns, exchanges, or these Terms & Conditions, please contact us through our official channels:

17. Acceptance of Terms

By accessing the ALORAH website or placing an order through ALORAH, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

If you do not agree with these Terms & Conditions, please do not place an order through the ALORAH website.

Thank you for shopping with ALORAH.