FAQs

ORDERING

How do I place an order on your website?

Ordering on aelicyglobal.com is very easy.  You can either find the products using the search box or the navigation box at the top. Then you can proceed to check out to place your order.

What modes of payment do you provide?

We use virtually all cards such as Visa, American Express, MasterCard, and PayPal. You can pay only via our website.

How do I cancel/change my order?

You can change/cancel your order if your parcel hasn’t been dispatched.
Address changes and cancellations can be done Monday - Sunday within 12 hours from your purchase at that time, you can mail us via support@aelicyglobal.com. If the item has been shipped or picked up by our courier, you can’t reject it upon delivery.
However, in case your parcel be returned to us, please note that we will be required to pass on a subsidised reshipping postage fee.

 

SHIPPING AND DELIVERY

How is my order processed?

We are shipping our products from multiple warehouses, please allow 1-3 business days for your order to be processed.

How do I track my order?

It can easily be tracked online by entering the tracking number in the link provided with the shipping confirmation email. The tracking details will be available within 5 – 10 business days after your order has been shipped. Status Unavailable/Pre-Shipment or something similar may appear. This is normal, please check weekly as tracking will not update until your order has cleared customs within your country, once your order clears customs a delivery date will be generated.

What modes of Shipping / Shipping Method do you provide?

Our main purpose is to offer you the best shipping options, and to make you even happier, we offer FREE SHIPPING no matter in which part of the world you are.

STANDARD SHIPPING METHOD (Free)
Shipping to USA 7-14 days via UPS (not all products).
Shipping to Europe 7-21 days via ePacket, Royal Mail, etc.
Shipping outside Europe 20-40 days via ePacket, Aramex, etc.

EXPRESS SHIPPING METHOD (Requires extra fee)
Shipping to Europe 2-7 days via DHL, UPS, TNT and other available couriers.
Shipping outside Europe 7-15 days via DHL, UPS, TNT and other available couriers.
Please add your mobile phone number at checkout, in order to receive shipment notification.
 
What if my order arrives and I’m not home?

You are receiving a tracking number by email after we dispatch the parcel. You will always receive shipping notification. However, if you are not at home the shipping company will try to deliver again next working day, if you are still not home then your order will be held in postal office. In that moment you will have to pick up the parcel yourself parcel. We will also try to contact you by email, phone or social media to make sure you receive your parcel during that period, note that we will try to contact you by any means.

What will you do if my order is delivered late or lost?

Email us at support@aelicyglobal.com with your order number and we will carry out an investigation.

 

How secure is my payment?

Do You Offer Exchanges?

No, we do not offer exchanges but instead ask that you return your order for a refund (if applicable).

Security

We make every effort to ensure that your transaction will be secure and safe. We use the industry standard encryption protocol (SSL) to safeguard all of your personal information. Your information cannot be accessed by any unauthorized individual.

 

RETURNS AND DAMAGES

How does your return policy work?

Please visit our refund/return page for more information.

What if my order is damaged or stolen?

We are terribly sorry if your order arrived damaged, defective or it got lost in transit. We would like to sort out any faults immediately. As soon as you discover a fault (within 3 days of receiving your parcel) please contact us immediately with photos or a short video.
If you fail to contact us within 3 days of receiving your order unfortunately we can’t offer you a refund.

How do I get My Refund?

Please visit our refund policy page for more details.

What If I didn’t Receive My Refund?

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@aelicyglobal.com.

What do I do if I get a wrong item?

We pack all the parcels carefully and they are double checked by the delivery team so getting a wrong item is an unlikely event. But in the event that it happens, you can email us immediately and we will sort it out asap. Please ensure the parcel is left in the same condition it was brought to you and post it back to us. Our courier will send it back and immediately bring the right item to you.