Frequently Asked Questions

 

We're always happy to hear from you, but we know sometimes you just want an answer. Here is a collection of answers to the most often-asked questions. If you can't find what you're looking for, please contact us to let us know.

 

Our Products

Washing instructions?

Wash in 30°C water. Do not tumble dry, iron or use bleach. Hang to dry after washing. Handwash items with fringe.

How do your sizes work?

Please refer to the sizing chart bellow.

What kind of fabrics do you use?

Many of our products are made from 100% cotton. We have over 30 fabrics, each with unique features and characteristics.

 

Ordering from Us

How do I know if ordering online is secure?

At AlenaDesign.com protecting your information is a priority. We always use industry standard encryption technologies when transferring and receiving data exchanged with our site.

Do you charge sales tax?

On all Canadian purchases, the calculation of sales tax is based on applicable provincial taxes. There are zero tax charges to purchases made outside of Canada.

What payment types do you accept?

We accept Visa, MasterCard, American Express, and Apple Pay. No Cash on Delivery (COD) or alternate payment methods are available.

How soon can I expect to receive my order?

Our product is made to order and with the highest regard for quality. You can expect to receive your order within 3 weeks of your purchase.

Are there any limitations on your international shipments?

Yes, unfortunately at this time, we ship only within Canada, the US and the UK. For shipping outside these zones please contact us regarding possible special arrangements.

Having trouble accessing AlenaDesign.com?

Below is a list of supported browsers. Some site features won’t function as expected if you use an old or beta test version.

  • Chrome - Supported for PC, Mac, and Linux
  • Firefox - Supported for PC, Mac, and Linux
  • Safari - Only supported for Mac
  • Microsoft Edge - Only supported for PC
  • Internet Explorer - Only supported for PC

If a site feature doesn't work when using a browser version listed above:

  • Download the latest version above and try again.
  • Try using a different browser as a temporary workaround solution.

 

Returns & Exchanges

Can I return or exchange something if I don't like it?

If for any reason you find yourself unsatisfied with your purchase, Alena provides its customers with a return service. Items purchased online can be shipped back to our warehouse, provided the merchandise is in its original packaging and proof of purchase is presented.

If you are in Canada or the US, return your items to:

ATTN: Alena Design
92 Clancy Dr.
North York, ON M2J 2V8
Canada

If you are in the UK, return your items to:

ATTN: Alena Design
8 Swan Lane Business Park
Newmarket, Suffolk CB8 7FN
United Kingdom

We recommend that you obtain a tracking number for your records. Alena is not responsible for lost return shipments.

Please do not refuse a package or mark it “return to sender”. This may prolong the delivery back to us or result in a lost package.

Please read out complete Shipping & Returns policy prior to sending back the items.

How can I make changes to my order?

Please contact us quickly if you would like to make any changes to your order. We are unable to make changes once your order has been made.

I received a damaged/defective/incorrect item. What do I do?

We apologize for the error with your order and will certainly correct this for you. Merchandise can be returned/exchanged up to 14 days of receipt, and the amount will be refunded to your card through our secure online payment system once the item has reached the warehouse.

In our effort to provide the best quality control, and customer service, please report all issues with orders.