Welcome to the Aldervanne FAQ. Find answers to some of our most common questions about orders, shipping, returns, payments, and products.
Orders
How do I place an order?
Browse our collection, select the product and options you'd like, add the item to your cart, and proceed to checkout.
Once your payment has been successfully processed, you'll receive an order confirmation by email.
Can I change or cancel my order?
If you need to change or cancel an order, contact us as soon as possible at support@aldervanne.com.
We process orders quickly, so we cannot guarantee that changes or cancellations can be made once an order has entered processing or shipment.
How do I know if my order was placed successfully?
After completing checkout, you'll receive an order confirmation email containing your order number and purchase details.
If you don't receive an email, check your spam or junk folder first. If you still can't find it, contact us.
Can I order multiple products?
Yes. You can add multiple products to your cart and purchase them together.
Depending on product availability and fulfillment, items in the same order may occasionally arrive in separate packages.
Shipping & Delivery
Do you offer international shipping?
Yes. Aldervanne ships internationally to eligible destinations.
Available shipping methods and costs are calculated during checkout based on your delivery location.
How long does shipping take?
Orders are generally processed within 1–3 business days.
Estimated delivery times are:
- United States: 7–14 days
- Canada: 7–14 days
- United Kingdom: 7–14 days
- Europe: 7–14 days
- Australia & New Zealand: 8–15 business days
- Other international destinations: 8–15 business days
These are estimated delivery times, not guaranteed delivery dates.
How long does order processing take?
Most orders are processed within 1–3 business days after payment is successfully received.
Processing time is separate from shipping transit time.
Will I receive tracking information?
Yes.
Once your order has shipped, you'll receive an email containing your tracking information.
Tracking information may take 2–5 business days to become active.
Why hasn't my tracking information updated?
Tracking information may not update immediately after shipment.
Please allow several business days for the carrier's tracking system to register and update your shipment.
If your tracking hasn't updated for an extended period or your order has exceeded the estimated delivery window, contact support@aldervanne.com.
Will my order arrive in one package?
Not necessarily.
If you purchase multiple products, items may occasionally be shipped separately depending on availability and fulfillment.
You may therefore receive multiple tracking numbers or packages for the same order.
What happens if my package is delayed?
Delivery times are estimates and can occasionally be affected by customs processing, carrier delays, weather, holidays, or other circumstances outside our control.
If your order has exceeded the estimated delivery window, contact us at support@aldervanne.com and we'll help investigate.
Returns & Refunds
What is your return policy?
Eligible items can generally be returned within 30 days of delivery.
Items must be unused, unworn, in their original condition, and meet the requirements outlined in our Returns & Refunds Policy.
How do I request a return?
Email support@aldervanne.com with:
- Your order number
- Your name
- The item you'd like to return
- Reason for the return
- Photos if the item is damaged, defective, or incorrect
We'll provide further instructions if your return is approved.
Who pays for return shipping?
For standard returns, the customer is generally responsible for return shipping costs.
If you received an incorrect, damaged, or defective item, contact us so we can determine the appropriate resolution.
How long does a refund take?
Once your return has been received and inspected, an approved refund will be issued to your original payment method.
Please allow up to 5 days for the refund to appear in your account after it has been processed.
Your bank or payment provider may require additional processing time.
Can I exchange an item?
We currently don't offer direct exchanges.
If you need a different size, color, or product, you can request an eligible return and place a new order.
Products & Sizing
How do I choose my size?
Please refer to the size guide on the individual product page before placing your order.
If you're unsure about sizing, contact us at support@aldervanne.com and we'll do our best to assist.
Are product colors accurate?
We make every effort to display product colors as accurately as possible.
However, colors may appear slightly different depending on your monitor, phone, lighting conditions, and device settings.
Will products look exactly like the photos?
We make every effort to ensure our product photography accurately represents the products we sell.
Minor differences in color, texture, or appearance may occur due to photography, lighting, screen settings, and manufacturing variations.
Payments
What payment methods do you accept?
Depending on your location, available payment methods may include:
- Visa
- Mastercard
- American Express
- Shop Pay
- Apple Pay
- Google Pay
- PayPal
- Other payment methods displayed during checkout
Is my payment information secure?
Yes.
Payments are processed through secure payment providers. Aldervanne does not directly store complete credit or debit card numbers on our website servers.
Why was my payment declined?
A payment may be declined because of:
- Incorrect card information
- Insufficient funds
- Bank restrictions
- Security checks
- An expired card
- Payment-provider issues
If your payment is declined, verify your information or try another payment method.
International Orders
Do international orders have additional fees?
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.
These charges vary by country and are the responsibility of the customer unless otherwise stated at checkout.
Can I ship to a different address?
Yes, provided the destination is an eligible shipping location.
Make sure your shipping address is complete and accurate before completing your order.
What happens if I enter the wrong address?
Contact us immediately at support@aldervanne.com.
If your order has not yet been processed, we may be able to update the address.
Once an order has shipped, we're generally unable to change the delivery address.
Customer Support
How can I contact Aldervanne?
You can reach our customer support team at:
Customer Service Hours:
Monday–Friday
9:00 AM–5:00 PM EST
We aim to respond within 1–2 business days.
Where can I find information about my order?
Your order confirmation and shipping confirmation emails contain important information about your purchase.
If you need additional assistance, contact us with your order number.
Still Have Questions?
We're happy to help.
Email: support@aldervanne.com