Frequently asked questions
Sale online
1. How to register when shopping online on Alenez website?
Click here to be redirected to the registration page. After submitting the information, you will receive a verification email about your account.
2. How do I know my order has been successfully submitted?
Afrer you have completed your online order, the website will display your order information.
Within 24 hours, you will receive an email confirmation containing the order reference number and details of your purchase. If you have an account, you can log in and check your orders in you transaction history.
3. What payment methods can I use?
Alenez supports the following forms of payment:
1. COD (pay on receipt)
2. Direct payment by card
3. Bank transfer in advance
Product
1. Is the item that I receive exactly the same as the product picture on your website?
We try our best to provide our customers with products that look the same as the iamges displayed on the website. However, the actual color of the product may vary slightly and a little brighter from our website images.
2. How can I get the advice for combining scents? How do I know it's the scent I want to make?
The scents at Alenez are algorithmically crafted based on your favorite ingredients. Please contact Alenez via the chat button below or the fanpage to Alenez (facebook or instagram) so you can have the best support from us!
3. When will "out of stock" products be back in stock?
Our product information will be updated on the website or you could chat directly with us or follow us on our social media for latest updates.
4. Is it possible if I want to receive my order after 1-2 hours?
You cant contact us via "Chat with Alenez" or facebook & instagram fanpage. Note: L'Apogée products are handmade and not pre-mixed, production only begins when orders are placed.
5. Can I change the information (product, quantity, shipping address,...) after placing an order?
Currently, the website does not support this feature, please contact hotline 0833 88 99 09 or message "Chat with Alenez " or facebook & instagram fanpage if you need it!
6. Can I open the parcel for inspection before paying for the goods? In case I am not satisfied with the product, can I return it?
The product has a seal, so Alenez does not support checking! About the return policy you can see here.
7. How can I get a VAT invoice?
Please choose to issue a VAT invoice at the payment step or request to issue a VAT invoice after ordering via Fanpage within 24 hours from the time of ordering (except Saturday, Sunday and public holidays).
VAT invoice will be sent as an electronic invoice to email. The maximum time to issue a VAT invoice is 7 days from the date the order is updated with the delivery status successfully and no complaints arise.
8. What shipping provider do you use?
Alenez delivers through a reputable shipping company called Giao Hàng Tiết Kiện.
Orders will be delivered within 1-5 days from the date Alenez confirmed the order successfully (depending on the region)
9. Do you ship internationally?
Products can be shipped to a number of countries in Europe, America, Japan, Singapore,... Cost ranges from 600,000 to 1,100,000VND. Please contact the fanpage for a more accurate quote.
Contact
1. Does Alenez have a store?
Currently, Alenez has 1 official store locates at 25 Dong Khoi, District 1 and Alenez has over 10 distributors all over Vietnam
2. Do you have online customer support?
You can use "Chat with Alenez" right at the website or contact via fanpage so that Alenez can support you!
If your problem is not answered in the "Frequently Asked Questions" section, please contact Customer Service via hotline 0833 88 99 09.