Customer Service

 

 

 

Ordering Procedure
To place an order, you simply add the items to cart and update the quantities you need. Select the appropriate shipping mode and proceed to check out. You could check out as a registered user where addresses and contact information would be collected and stored so that you don't have to key in such information every time you buy.

Alternatively, you may check out as a guest user whereby personal information would not be stored. Please be rest assured that all personal information would not be made available to third parties, unless required by law.

The next step is to complete payment information. There are two payment modes, namely bank transfer or paypal. There is a cut-off time for payment at 8pm. Orders with payments not made by 8pm would be cancelled, so that ready stock can be freed up for other customers.

Please email the payment information (ib nick, date, transfer reference, account to which transfer is made) to us at orders@alyalley.com. After payment, the transaction is deemed confirmed. You will receive an email confirmation after this step and will also receive subsequent order updates via email.


Preorder or Out-of-stock Items
Stock availability information will be displayed in the shopping cart. You may preorder items that are currently out-of-stock. You may also order more units than we have available and that would result in a backorder.

Waiting time for preorder or backordered item varies between 2 to 4 weeks. Waiting time is only indicative and is subject to supplier’s availability.

If there are preorder/backordered items and ready stock items in a single order, the entire order will be shipped in a single consolidated shipment when the preordered/backordered items become available. If you prefer to ship ready stock items first, please email us at email us at orders@alyalley.com after placing your order. Additional shipping charges may accrue.


Samples and Discount Codes
Samples are available free-of-charge as part of our service to customers. Samples are limited and are subject to availability. While we do our best to provide them, we do not guarantee the availability of the samples. If you wish to get more samples for your travel or trial purposes, they are now available for purchase. Simply add them to cart.

Coupon or discount codes are valid for registered shoppers only. In order to use the codes, please log in to your account and apply the code by typing it in the 'DISCOUNT CODES' box and clicking 'Apply Coupon' before checking out. The discount will then be reflected. If the code is not redeemed at this point, it cannot be redeemed for the same order after you have checked out. Only one discount code can be redeemed at any one time, unless stated otherwise. They must be used within validity period and could not be redeemed for cash.  


Shipping Information
We ship local orders via SingPost. From June 2012, we will be offering a subsidized flat rate shipping of $4 for registered mail or smartpac as a result of price hike by SingPost. Smartpac shipping is used for most orders as Dermalogica products packs well in the carton box and it offers tracking which reduces the risk of loss in transit (which is borne by customers). This shipping charge of $4 is waived for orders above $300.

Customers can also opt for FREE normal postage by emailing us and ignoring the flat rate of $4 which was applied automatically on the website. This is not encouraged as customers bear the risk of loss and damage in transit.


International Shipments
We ship internationally. Shipping charges, duties and taxes will be borne by international customers. Shipping charges will be billed separately after order is placed. International customers will receive a confirmation on shipping charges and payment may be made via paypal. An estimate of the shipping charges is as follows: http://www.singpost.com/quick_services/quicks_03postal_02overseas01.htm Alternatively, you may email us your full list of order at orders@alyalley.com to enquire about shipping charges.


Payment Modes
We offer the following payment methods:
(1) Paypal Paypal transaction fee of 3% - 4% is waived until further notice. Order is deemed confirmed after full payment has been received. Payments not made after 8pm (Singapore time) each day would be cancelled, so that ready stock can be freed up for other customers. This transaction fee is absorbed for all orders but will be bore by customers in cases of refund or exchange.

(2) Bank transfer After placing an order, you may make payment via internet banking or ATM transfer to DBS Savings Plus 120-8-004002.

Payment verifications will be done at 8pm (Singapore time). Orders placed before 8pm must be paid by 8pm on the same day to reserve ready stock. Order will be cancelled if payment is not received by 8pm, so that the ready stock can be made available to other customers. Orders placed after 8pm will have to be paid by 8pm the next day.

If you are going to do an interbank transfer, the transfer would only be reflected after 1-2 working days. Hence, please inform us at orders@alyalley.com with your order reference no, so that we do not cancel your order for payments not received on the same day. Order will be cancelled if payment is not received by 8pm on the second working day. Orders would only be processed after payment has been received.


Order Status Updates
You will receive email notifications after you have successfully placed an order, after we have received your funds and order is confirmed, after order has been shipped and after order has been cancelled due to payments not received.


Cancellation Policy
No cancellation is allowed after order has been paid. Cancellation would be made under the following circumstances:
1. Stockout situation. When suppliers are unable to secure stocks for preordered/backordered items, the order of that item will be cancelled and a full refund will made to customers. The other items in the same order will be processed and shipped accordingly.
2. Payment not received. When customers fail to make payment by required cut-off (8pm Singapore time), the order will be cancelled, so that the stock can be made available to other customers.


Return Policy
While we are confident of the quality of what we sell, we want our customers to be happy with their purchases too. If you are dissatisfied with your purchase due to irritation or other reasons, you may request for a return within 14 days from the shipment date of order subject to the following terms and conditions:
1. Customers have to initiate return via email (orders@alyalley.com) within 14 days from the date of shipment of order. No returns or exchanges will be allowed after the 14-day window. (Why? This is to avoid customer returning products which they have previously stocked up)
2. Products returned within 14 days will be replaced with up to 80% of the paid value. A top-up of the remaining 20% and postage is required. (Why? This is to safeguard against abuse of the return policy) 3. Products returned must be 90% full (Why? Sorry, we could not allow returns or exchanges for heavily used items)
4. Customers bear the shipping charges for returns and the risk of lost and damage during return shipment. Hence we encourage the use of registered mail.


Other information
If you have further questions, please email us at ask@alyalley.com or using the 'Contact us' form.