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FAQ


WHAT IS THE RETURN POLICY?

We currently do not offer refunds at this time, only exchanges or store credit.

- Items must be returned in new & unused condition, with all original packaging and tags attached.

- We cannot exchange clothing that has been worn or used. 

- Initial shipping charges cannot be refunded.

- We offer complimentary shipping on domestic exchanges only

- International exchange shipping labels are not complimentary and must be paid for by the customer.

- Sale items are all final sale.

Store credit does not expire. Reach out to customercare@allinaliu.com for store credit inquiries. You will be provided with a checkout code once the item has been returned.

- ALLINA LIU reserves the right to refuse any exchanges which do not meet our return policy requirements or are returned without written approval.

WHAT IS THE EXCHANGE POLICY?

If you would like to exchange an item purchased on www.allinaliu.com, please begin your exchange by clicking here within 14 days of delivery date

- We apologize but cannot accept exchange or return inquiries after the 14 day period.

- All exchanges must be shipped back to us within 7 days of the request approval. 

We will accommodate an exchange for items purchased on www.allinaliu.com the same style in a different size or color. For a different style, please reach out to customercare@allinaliu.com to receive store credit for your order, return your original item(s) with the pre-paid label that will be provided, and then place a new order online separately.

Exchanges are only processed upon receipt of returned item(s) and are based on stock availability. Exchanged items are shipped free of charge on both domestic and international orders. A maximum of 2 exchanges per item will be allowed. Once the item is received, we will send out your exchange request as soon as possible while notifying you with new tracking. 

To begin your exchange request, please click here.

WHAT IS THE ORDERING PROCESS?

ALLINA LIU ships from Brooklyn, NY. Please allow 2-3 days for processing prior to shipment. Every domestic shipment(s) will be prepared and delivered by means of UPS inside 2-3 business days, pending installment approval and check. Every international request will be delivered by means of UPS or USPS. We are not responsible for lost or stolen packages. Please reach out to your courier should your package go missing.

Orders over $250 ship free in the United States. Orders over $500 ship free to the rest of the world.

DO YOU SHIP INTERNATIONALLY?

Yes. We ship worldwide via UPS or USPS (depending on courier availability). Customer is responsible for customs charges for all international orders if order is under $500 USD.

We offer free shipping including import fees for orders over $500 USD.

Shipping to Canada is a flat rate of $15.

Shipping to the rest of the world is a flat rate of $18.

If the recipient refuses delivery of their order due to a customs charge your package will be considered abandoned and disposed of by the shipping carrier and therefore, your order is not eligible for store credit or exchange.

WHAT SHOULD I EXPECT FOR TAXES & DUTIES?

Orders that are designated for shipment to countries outside of the U.S. may be subject to local taxes, customs, duties, and fees levied by the destination country ["Import Fees"]. The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees if your order is under $500 USD.

We offer free shipping including import fees for orders over $500 USD. If you refuse a shipment from ALLINA LIU, you are responsible for the original purchase and shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to ALLINA LIU.

Please note that we have no control over these charges and cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Cross-border shipments are also subject to opening and inspection if needed by customs authorities.

WHAT FORMS OF PAYMENT ARE ACCEPTED?

We accept all major credit cards: VISA, MASTERCARD, DISCOVER, & AMEX.

WHAT DOES PRE-ORDER MEAN?

Some styles are pre-order items. These products will clearly state in the product name that they are pre-order. Each pre-order style will provide a delivery estimate in the product description. On rare occasions, pre-order styles can run late or come early.

DO YOU SHIP TO P.O. BOXES?

Please note that USPS is the only service that can deliver to P.O. Boxes or APO/FPO addresses. If you need to have your item shipped to a P.O. Box, please select USPS as your shipping carrier. If you entered a P.O. box as your delivery address with any other carriers, we will reach out to you via e-mail to get an alternative address which may delay your delivery. 

DO YOU OFFER EXPEDITED SHIPPING?

We offer expedited shipping at additional cost charged separately. We do not offer expedited shipping on international orders. All fees to ship the package back to customer will be covered by the customer. Once your item has shipped, you will receive a confirmation e-mail with tracking info. Please allow 1 business day for tracking info to be updated. 

WHAT IF I RECEIVE A DEFECTIVE ITEM?

In the unlikely event that you receive a damaged or defective item, please contact customer service immediately at customercare@allinaliu.com and we'll make it right.

WHAT HAPPENS IF MY PACKAGE IS RETURNED TO SENDER / OR I REFUSE MY PACKAGE(S)?

Orders refused or deemed undeliverable by USPS will be returned to our warehouse. We will contact the customer via email and phone a total of three times before cancelling the order. Customers who still want to receive the package must pay for a new shipping label.

WHOLESALE INQUIRIES?

Please reach out to saskia@markedshowroom.com.

PRESS INQUIRIES?

Please reach out to lindsey@lindsey.media.

DO YOU WORK WITH INFLUENCERS/CONTENT CREATORS?

If you'd like to apply for our Partnership Program, please do so here.

IS YOUR BRAND SUSTAINABLE?

Read about our journey to becoming a more sustainable brand here!

WHERE IS YOUR CLOTHING MANUFACTURED?

Designs and fittings are carried out in NYC. Our pieces are proudly produced in China. Our factory is WRAP certified and BSCI certified

“Worldwide Responsible Accredited Production (WRAP) is an independent, objective, non-profit team of global social compliance experts dedicated to promoting safe, lawful, humane and ethical manufacturing around the world through certification and education. WRAP is headquartered in Arlington, Virginia, USA and has branch offices in Hong Kong and Bangladesh and additional representatives in India and Southeast Asia (Thailand & Vietnam).”

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