Refund policy
At Aleyè, your satisfaction is paramount. Each product is meticulously crafted and delivered with the utmost care, reflecting our dedication to quality and exceptional design.
Shipping Information
For Italian Customers:
Our standard delivery service provides estimated delivery within 5 to 6 business days for a fee of €6.90. Enjoy complimentary standard shipping on orders over €69 for Aleyè products only. For a faster option, our express delivery provides estimated arrival within 2 to 3 business days at €11.90.
For EU Customers:
We offer free standard delivery on orders over €69 for Aleyè products only, with a delivery window of estimated delivery within 5 to 9 business days. For orders under €69, standard delivery is €8.90. If you need your items sooner, our express delivery option provides estimated arrival within 2 to 3 business days for €19.90.
Free shipping thresholds apply only to Aleyè products and do not automatically extend to designer items, which may have separate shipping conditions displayed at checkout.
Aleyè Preorder+ Program:
Secure upcoming products at up to 65% off the retail price with our Aleyè Preorder+ program. Orders placed through this program are processed within 7 to 10 business days before dispatch, after which standard delivery times apply.
Aleyè Made-to-Order Products:
Crafted to your specifications, Aleyè Made-to-Order products are handled with exceptional care. Once completed, these bespoke items are dispatched promptly after completion.
Designer Products
Some products available on Aleyè are created by independent designers and produced specifically upon order. Production and delivery times for these items may differ from standard Aleyè products and are indicated on the respective product page and/or during checkout before purchase confirmation. Orders containing multiple items may arrive in separate shipments from different warehouses, and customers may therefore receive two or more tracking numbers. Separate shipments may generate additional shipping costs, which will be specified at checkout.
Additional Shipping Information
All delivery timeframes are estimates and refer to business days. Delivery times may vary due to courier operations, customs processing, or peak periods.
For deliveries outside the European Union, customs duties or import taxes may apply and remain the responsibility of the customer.
Return Policy
We want you to love your Aleyè purchase. If for any reason you are not completely satisfied, our return policy is designed to be easy and hassle-free.
Damaged or Defective Items:
We take great care in packaging your items to ensure they arrive in perfect condition. However, we understand that occasionally, damages can occur during transit. If your item arrives damaged or defective, we recommend contacting us within 7 days of receipt.
For damages caused by the courier, we will assist you in filing a claim with the courier service to resolve the issue promptly. If the item is defective or the damage is not related to transit, we will arrange for a return or replacement at no additional cost to you. Our goal is to ensure you receive a flawless product and have a seamless shopping experience with Aleyè.
Change of Mind
If you change your mind about a purchase, you can return the item within 14 days of the delivery date, provided it is unused and returned in its original condition, complete in all its parts and with its original packaging, which is considered part of the product. We offer a straightforward return process, but please note that the customer is responsible for return shipping costs.
Uncollected Parcels
In the event a parcel is not collected by the customer, whether following delivery attempts or held at a pickup point, initial shipping costs will not be refunded. Additionally, return costs for the uncollected parcel will be deducted from the final refund, equal to the standard shipping fee.
We also reserve the right to apply a 15% handling fee, calculated on the order total, to cover administrative costs related to the return process.
How to Return:
Contact our customer service team at support@aleye.store to initiate the return.
Pack the item securely. Ship the package back to us using your preferred shipping method. The customer is responsible for ensuring the package is returned safely.
Refunds:
Once we receive your returned item, your refund will be processed within 14 business days and issued to the original payment method. Where a withdrawal right is exercised, standard delivery costs are also refunded. Additional fees for express or premium delivery options are not refundable.
Depending on your bank or payment provider, additional time may be required for the refund to appear in your account.
Made-to-Order & Designer Products — Return Requests
Products made-to-order or produced specifically upon customer request, including designer products produced upon order, are generally not eligible for standard returns, as these items are created specifically for each customer.
However, we understand that exceptional circumstances may occur. Return or cancellation requests for these items may therefore be submitted to our customer care team and may be reviewed on a case-by-case basis.
Approval of such requests is not guaranteed and depends on the production stage and the specific circumstances of the order.
Items that arrive damaged or present manufacturing defects remain eligible for assistance in accordance with our standard policy.
Shipping to Norway: Duties & Taxes
Aleyè is an Italy-based studio. When you purchase from our store for delivery to Norway, you are the Importer of Record. Because Norway is not a member of the European Union and Aleyè is not registered under the Norwegian VOEC scheme, the following conditions apply to all orders:
1. Import VAT (MVA)
All orders shipped to Norway are subject to a 25% Value Added Tax (VAT/MVA). This tax is calculated by Norwegian Customs based on the total value of your order, which includes the price of the design objects and the cost of shipping and insurance.
Please Note: Unlike EU-based customers, you will not be charged Italian VAT at checkout. Instead, the 25% Norwegian VAT will be collected by the shipping carrier before or at the time of delivery.
2. Customs Clearance & Handling Fees
In addition to VAT, the shipping carrier will charge a Customs Clearance Fee (Administrative Fee) for processing the import documentation and paying the taxes on your behalf.
These fees are set by the carrier and typically range between 150 NOK and 350 NOK, depending on the carrier and the value of the shipment.
For high-value design items and lamps, additional customs duties may apply (though many decorative objects are duty-free, textiles or specific materials may incur small duty rates).
3. Mandatory Digital Reporting (Digitoll 2026)
In compliance with Norway’s Digitoll regulations effective in 2026, Aleyè provides all necessary digital customs data to the carrier before the package reaches the Norwegian border.
You may receive an SMS or email from the carrier requesting your Personal ID number or D-number to complete the digital clearance.
Failure to provide this information or pay the requested duties promptly may result in delivery delays or the package being returned to Italy.
4. Refusal of Delivery
If a shipment is refused by the customer due to the non-payment of import taxes, duties, or carrier fees, the package will be returned to our studio in Italy. In such cases:
The original shipping cost and any return shipping fees incurred by Aleyè will be deducted from your refund.
Any non-refundable import fees paid by Aleyè during the return process will also be deducted.
5. Technical Standards (Lamps & Lighting)
All Aleyè lighting fixtures are designed and manufactured to CE standards. It is the customer’s responsibility to ensure that these standards meet the specific electrical requirements of their local installation site in Norway.
At Aleyè, we seamlessly blend design and value. Explore our curated collection of lamps and décor, each piece thoughtfully selected to elevate your space. Shop with us today and illuminate your home with style and functionality.
Thank you for choosing Aleyè.
