Members Only

To shop, click on the lock icon located in the top right-hand corner of this page and enter the password provided in your exclusive email.

Please check your spam folder if you are having troubles locating the password.

Having troubles receiving a response?

If you're experiencing issues receiving a reply from our team, it's a good idea to take a look in your spam folder. Occasionally, emails can get filtered there for unexpected reasons.

support@aloricollection.com

FAQ

General

How can I shop?

Our shop is temporarily closed for site maintenance. Don't worry, we'll be back soon!

Stay informed about restocks, new products, sales and pre-orders by subscribing to our newsletter and following our Instagram (@aloricollection) stories. We regularly share updates, restock notifications and pre-order opportunities on our social media platform.

Why is your shop down?

Our shop is temporarily closed for site maintenance. Don't worry, we'll be back soon!

Stay informed about restocks, new products, sales and pre-orders by subscribing to our newsletter and following our Instagram (@aloricollection) stories. We regularly share updates, restock notifications and pre-order opportunities on our social media platform.

How do I shop the members only sale?

To access any exclusive members only sales, you will need a unique password for shopping. If you have received an email, simply click on the lock icon located in the top right-hand corner of this page and enter the special password provided in your members only email. Please remember to check your spam folder if you are having troubles.

Orders

When will my order ship?

Orders are shipped Monday - Friday and can take upwards of 14 business days to process.

Please note that sales, promotions, weather and holidays can affect fulfillment times.

Where is my confirmation email?

Please allow up to 24 hours to receive a confirmation and to check your spam folder.

How do I know if my order was placed?

Once an order has been completed you will receive a confirmation to the email address associated with your account. If your payment is through an e-wallet, the confirmation may be sent to the email address linked to the e-wallet's account instead. Please note, confirmation emails can take up to 24 hours to be received.

Can I change or cancel an order?

Once an order has been placed we are unable to cancel, change or modify the order. Please ensure all the contents in your cart, as well as your billing information is correct before submitting your order. All sales are final.

How can I change my shipping address?

Please contact us immediately with your order number and full address corrections. Once an order has been fulfilled, we are unable to make changes to the shipping address.

Why was my order refunded / cancelled?

There are a few reasons why orders may end up being refunded and/or cancelled automatically within our system. The most common causes are that the item(s) included in the order were no longer available, invalid information was provided or the payment was unable to be processed.

*Alori Collection has the right to refuse any order placed at any given time. If the reason for cancellation is seen as fit, the order will be refunded immediately and all future orders will be refused. Alori Collection is not required to provide any reason or additional details regarding cancelled orders.

I was charged more than once, help!

There are a few reasons why payments may show more than one charge on your statement. The most common cause is that your billing address failed to match the address linked to your card and was declined.

False charges that show on statements are typically paired with words such as 'pending', 'processing', etc. this is the first sure way to know the transaction failed. While charges typically bounce back within a 24 hour period, if your statement is still showing that two or more payments were made after several business days, we recommend contacting your credit/bank company for further assistance.

If you believe more than one charge has been made after contacting your credit/bank institution, please contact us so we can further investigate the transaction.

Discounts

Do you honor discounts for previously placed orders?

Once an order is submitted, we are unable to manually adjust prices or apply discount codes to match ongoing promotions. This policy applies to all orders placed during a sale or shortly before. All sales are considered final.

Do you offer pro discounts?

Sadly we do not offer professional discounts to working artists at this time.

Shipping

Shipping Insurance Information

We highly advise choosing Ground Advantage or Priority Mail as your preferred shipping method at checkout. These particular shipping methods are the sole options that offer insurance coverage, enabling you to file a claim with the courier for any packages that are lost, stolen, missing, or damaged.

*Alori Collection is not liable for lost, stolen, missing, or damaged packages, and is not obligated to provide refunds or replacements for orders that have a shipping confirmation. Once the courier has received an order, all liability is transferred. Any claims, issues, or complaints must be directed to the courier for resolution.

Why is my tracking code unavailable?

Please allow up to 7 business days for your tracking number to update once you have received your confirmation email. In some cases, USPS tracking may not be available when a package is transferred to a different courier in the destination country. Rest assured, your order is still in transit!

In the event that tracking information is unavailable, we recommend inputting the details into your local postal tracking service's website for further updates. It is important to keep in mind that international shipping durations can vary, with delivery times potentially extending to several weeks due to customs clearance procedures and possible delays in transit.

Can I use a mail forwarding service?

If you are an international customer and choose to use a mail forwarding service, you are doing so at your own discretion. Alori is not responsible for any missing, lost, stolen or damaged orders once the package has been delivered to the forwarding company and/or has left the United States.

Orders placed using a mailing forwarding address will not be valid for refunds or replacements of any kind.

International Shipping & Customs Information

International shipping and destinations outside of the United States are subject to import taxes, duties, brokerage fees, customs clearance and all other expenses related to the import of products into the destination country. You, the customer, are responsible for any additional delivery costs. All orders are shipped via USPS.

*Alori Collection cannot mark orders as gifts, add these additional fees to orders before checkout, predict or calculate which fees and/or taxes, if any, will be charged upon arrival.

Delivery

My order says delivered, where is it?

USPS tracking can prematurely show packages as delivered before it has actually arrived. Please allow 5 - 10 business days for your order to show up and to check for possible delivery delays in your area, as well as with neighbors in case the package was delivered to the wrong address. For more information, please click here.

Orders shipped via Ground Advantage and/or Priority Mail are insured up to $100. For all concerns regarding the status, delivery estimates, shipping times, missing, lost or stolen packages, please contact your local post office for further assistance. Additionally, you may also file a claim online by visiting https://www.usps.com/help/claims.htm or by calling 1-800-275-8777 (USPS Customer Service)

*Alori Collection is not liable for lost, stolen, missing, or damaged packages, and is not obligated to provide refunds or replacements for orders that have been confirmed as delivered. Once the courier has received the order, all liability is transferred. Any claims, issues, or complaints must be directed to the courier for resolution.

My order arrived damaged, what can be done?

Orders shipped via Ground Advantage and/or Priority Mail are insured up to $100. For damage claims, please contact your local post office for further assistance. Additionally, you may also file a claim online by visiting https://www.usps.com/help/claims.htm or by calling 1-800-275-8777 (USPS Customer Service)

*Alori Collection is not liable for damaged packages and is not obligated to provide refunds or replacements for orders that have been confirmed as delivered. Once the order is in the hands of the courier, all responsibility is transferred. Any claims, issues, or complaints must be directed to the courier for resolution.

My order was lost and/or stolen, what can be done?

Once a package has been received by the courier, any and all accountability is handed over. Alori assumes no responsibility for lost, stolen, missing or damaged packages and are not required to issue refunds or replacements on orders that have a shipping confirmation.

Orders shipped via Ground Advantage and/or Priority Mail are insured up to $100. For missing and/or lost mail claims please contact your local post office for further assistance. Additionally, you may also file a claim online by visiting https://www.usps.com/help/claims.htm or by calling 1-800-275-8777 (USPS Customer Service)

*By purchasing from Alori Collection you are consenting to abide by all store policies, terms and conditions. Any misuse of the system will not be accepted under any circumstances. Alori Collection reserves the right to refuse future orders and/or deactivate accounts without prior notice if deemed necessary.

My order arrived incorrect, what can be done?

If the item(s) you received are not what you ordered, please email us directly at support@aloricollection.com within 5 days of the delivery date as provided by the tracking number associated to your order.

Please include your order number, photos of the incorrect item(s) and a legible photo of the packing slip that came included with your order in the inquiry. If this information cannot be provided, your claim will not be submitted.

*Claim requests received after the time frame stated above are not subject for review. Alori Collection has the right to decline any claim requests at any given time and are not required to provide additional details regarding the decision.

My order is being returned to sender, help!

If you've missed deliveries, entered the wrong address or simply haven't collected your package within the appropriate time frame, your local postal or courier service has the right to return your order to the sender; this typically happens after 2 - 4 weeks. This is out of our control and we cannot reship returned orders. If you would like a replacement, we would be more than happy to fulfill a new order for you.

Once the returned package has been physically received, which can take several weeks, we will send you a refund notice for your order. Please note, refunds may take up to 3 - 5 business days to complete depending on the payment method used. This refund includes the price of item(s) only and does not include the original shipping cost, any additional shipping charges and a possible restock fee. We apologize for any inconvenience this may cause.

*Alori Collection reserves the right to reject refund requests for returned packages that show signs of being opened or tampered with. Refunds will not be issued for packages that have been declined by the recipient and returned. All sales are final, and returns are not permitted.

Returns

What is your return policy?

Please be advised that we have a no returns or exchanges policy in place for health and sanitary reasons. All sales are deemed final. If you have experienced any problems or are unhappy with our products, we welcome you to contact us and share your feedback.

I don't like a product, what can be done?

Please be advised that we have a no returns or exchanges policy in place for health and sanitary reasons. All sales are deemed final. If you have experienced any problems or are unhappy with our products, we welcome you to contact us and share your feedback.

Products

Can I find your products in store?

Alori products are only available and exclusively sold through our online store, aloricollection.com

Any third-party sellers purporting to sell Alori products are selling counterfeit and unauthorized products, which will not be eligible for warranty, refund or replacement. Please be aware that we are not affiliated with Amazon, Walmart or any other third-party vendors.

When do your products expire?

Here's a breakdown of the shelf life of our products...

Ultra Mist: 12 months
Revitalizing Toner: 12 months
Face Oils: 12 months
Beauty Spray Toner: 12 months
Custom Beauty Spray (without oils): 12 months
Custom Beauty Spray (with oils): 3 months
Hydra Mist: 12 months
Beauty Oil: 12 months
Beauty Serums: 12 months
Pre-Cleanse & Makeup Remover:
12 months
Overnight Brow Serum: 12 months
Solid Cleaner: 12 months
Liquid Cleaner: 12 months
Beauty Sponge:
replace every 3 months


The scent of the products might diminish over time, especially if they are not used often, but this does not imply that the product is no longer usable. Products that have lost some of their fragrance are still safe to use within the specified time frames listed above.

Are your products cruelty-free or vegan?

Our entire range of products are cruelty-free and have not been tested on animals.

Looking for vegan options? We've got you covered; all of our products list whether or not they are vegan at the bottom of each product description. Vegan products do not contain any animal-derived ingredients.

Are your lashes cruelty-free or vegan?

Our entire line of 3D Thinflex™ Lashes are 100% synthetic, meaning they are cruelty-free and vegan.

Are your brushes cruelty-free or vegan?

Our entire line of 100% synthetic brushes are both cruelty-free and vegan.

What is wrong with my new brush?

Alori brushes are handmade and may have slight variations to the look of the bristles; this will not affect the overall performance of the brush. Once product has been applied to the bristles, they will snap into place and perform as intended.

It is extremely common for bristles to not look perfectly straight or in a desired shape directly out of the packaging, especially if they are stored in protective brush sleeves. Brushes should always be washed before first use; this process helps the bristles regain their intended shape and eliminates any loose bristles that may remain from the manufacturing stage.

Do your products contain sulfates or parabens?

We're proud to say all of our products are free of sulfates and parabens.

My new solid cleaner appears to have been used?

The ring or bubble appearance around the edges of the solid cleaner is normal, this may happen occasionally during the pouring and settling process. The dark or light spots on the surface of the cleaner, some describe it as a "makeup residue" appearance, is also normal and can be caused by the essential oils / mineral-based colorants that are used in solid scented cleaners.

Alori’s promise is to provide you with the best quality and most hygienic products. We can firmly guarantee your new solid cleaner has not been used as we do not, nor have we ever accepted returns for this reason. We hope this puts your mind at ease with your new product. Prepare to have your brush washing experience changed entirely!

I don't like the scent of my product, what can be done?

Due to health and hygiene considerations, we are unable to accommodate exchanges or returns for products, as all sales are considered final.

We acknowledge that scent preferences vary among individuals, with some preferring a faint scent and others desiring a more potent aroma. Our aim is to strike a harmonious balance in fragrance intensity within our products to cater to a wide range of preferences and ensure customer satisfaction.

Other

Why am I not receiving a reply from support?

If your inquiry cannot be answered through this page directly, our customer support team is available Monday - Friday and will get back to you within 48 hours*. Please ensure you have checked your spam folder if you are having troubles receiving a reply.

We do not offer customer support through social media.

*sales, promotions and holidays may affect response times

When is your next sale and/or promotion?

Stay informed about sales, new products, restocks and more by subscribing to our newsletter and following our Instagram (@aloricollection) stories. We regularly share updates, restock notifications and pre-order opportunities on our social media platform.

When are you expecting products to come back in stock?

Stay informed about restocks, new products, sales and more by subscribing to our newsletter and following our Instagram (@aloricollection) stories. We regularly share updates, restock notifications and pre-order opportunities on our social media platform.

Still need help?

Our customer support team is available Monday - Friday
support@aloricollection.com