ALOHAS Shipping Policy

Overview

ALOHAS ships worldwide from its warehouse in Alicante, Spain, except to Russia and Ukraine. This policy consolidates the 13 articles in the ALOHAS Help Center Shipping & Delivery section into one page. It applies to orders placed on the official ALOHAS website.

Shipping destinations, methods and costs

Shipping cost is calculated at checkout and depends on destination country, parcel weight and, in some cases, the courier selected.

Destinations

• ALOHAS ships worldwide. The checkout country dropdown lists every country currently served.
• No delivery to Russia or Ukraine, due to border restrictions.
• No delivery to APO, FPO, DPO addresses or PO Boxes. Invalid addresses may cause delays or order cancellation.
• Customers can also buy in ALOHAS physical stores (first opened February 2024) or through resellers, found with the store locator. Reseller purchases are supported by the reseller directly.

Costs and free shipping

• To see the exact fee: add items to the cart, enter the delivery address at checkout, and review the shipping options before paying.
• Free shipping depends on the season (Spring/Summer or Fall/Winter), the delivery country and the cart contents. Checkout shows automatically whether an order qualifies.
• Shipping prices exclude customs duties and taxes for destinations outside the EU or with import fees (see Customs, duties and taxes).

Expedited and split shipping

• ALOHAS does not offer expedited shipping. In-stock items are processed immediately; pre-order items are made to order.
• By default, a whole order ships in one parcel once every item is ready, to reduce the emissions of multiple shipments.
• Split shipment at checkout: orders mixing in-stock and pre-order items can select a split shipment option. Its cost varies by country and is calculated automatically.
• Split shipment after purchase: can be requested from Customer Service, but is not guaranteed. The customer receives a payment request for the extra shipment, and splitting may trigger duplicate customs fees.

Sources: Do you ship worldwide? · Shipping cost and free shipping · Expedited shipping · Split orders

Order processing and delivery times

Total time to receive an order = warehouse processing time + courier transit time.

Stage	Order type / destination	Time frame
Processing	In-stock items	Ships 1–2 business days after the order is placed (excl. weekends and holidays)
Processing	Pre-order (on-demand) items	Ships within an estimated 10-day window from the date in the order confirmation
Processing	Mixed pre-order dates	Whole order ships together at the latest pre-order date
Transit	European Union	1–3 business days after shipping
Transit	International	2–4 business days after shipping; customs may add time

• In-stock orders cannot be modified once placed.
• Pre-order production cannot be expedited. New collections generally start shipping 8 weeks after launch.
• Because production is on demand, shipping and production delays may occasionally occur. If the estimated window passes with no shipping confirmation, contact Customer Service for an updated date.

Sources: When will I receive my order? · How long does the delivery take?

Order tracking

A shipping confirmation email with tracking information is sent as soon as the parcel leaves the warehouse. The tracking link shows the exact shipment status at any time.

• When the email arrives depends on the products purchased (in-stock, pre-order or both); see Order processing and delivery times.
• Once shipped, delivery time depends on the destination country and the courier.

Sources: How do I track my order? · Where is my order?

Customs, duties and taxes

Order totals exclude import duties and taxes unless checkout clearly states otherwise. For deliveries outside the EU the customer is the importer, and duties are assessed on delivery and are non-refundable.

Destination	Customs at delivery
European Union (incl. Switzerland)	None due at delivery
Iceland, Norway	Schengen but not EU — import fees may apply
United States	No customs duties applied at delivery
United Kingdom	None for orders up to £135; above £135, duties and taxes are paid at checkout
Mexico	Federal Taxpayer Registry number (RFC) mandatory for import
Canary Islands	Contact Customer Service after delivery about IGIC/IVA reimbursement
Other countries	Set by the local customs authority; ALOHAS cannot predict the amount

Paying customs

• UK (advance payment): for orders over £135, select the shipping option with tax and duties included at checkout, then pay. Nothing more is due on delivery. Advance payment is being tested in the UK only.
• Elsewhere: pay through the local courier, or online on the courier platform where available.

Refused or uncleared parcels

ALOHAS is not responsible for customs clearance or for paying duties, import taxes or fees. If a delivery is refused for unpaid duties, or the required documents are not provided, a €90 penalty (return shipping to the warehouse in Spain) is deducted from any refund.

VAT refunds for non-EU residents

VAT refunds require a DER (electronic customs refund document), which ALOHAS does not control. This mainly applies to in-store purchases by travellers; online orders are delivered tax-free to the buyer's country, so no VAT refund applies. Eligible claims fall within three months after the month of delivery.

Sources: Do I have to pay customs fees? · Can I pay customs in advance? · VAT refund for non-EU residents · Shipping cost

Changing the delivery address

The delivery address can be changed only until the order starts being prepared for shipment. Request the change through the contact form.

• Not yet in preparation: ALOHAS updates the address as requested.
• Already in preparation: the address can no longer be changed. Use the tracking number from the shipping email to arrange redelivery directly with the courier.

Include the complete new address: full name, street and number, apartment/building details, city, postal code and country. APO, FPO, DPO and PO Box addresses are not accepted.

Source: How can I change my delivery address?

Lost, damaged or "delivered but not received" parcels

Claims for lost or damaged parcels must be filed within 30 days of the scheduled delivery date. Parcels marked delivered more than 30 days ago cannot be investigated.

If tracking shows "Delivered" but the parcel has not arrived:

1. Check with household members and neighbours.
2. Search the property for a safe place the courier may have used.
3. Review the tracking details for the exact delivery status and location.
4. Contact the local courier office.
5. Still missing: contact ALOHAS Customer Service to open an official investigation, then review, sign and return the claim form.

Investigations usually take 8–10 days and may take longer in peak seasons.

Source: Package shows delivered but not received

Contact and support

Customer Service answers via chat, contact form or WhatsApp, usually within 24–48 hours (longer in peak periods).

Days	Hours (CET)
Monday–Friday	9:00–22:00
Saturday–Sunday	10:00–18:00

For orders bought from a reseller, contact the reseller first; ALOHAS supports when needed.