Frequently Asked Questions (FAQ)
Where is Alorar based?
Alorar is operated by KIAOA LIMITED, a Hong Kong–registered company (Business Registration No.: 79390210). Our registered office is located in Kwun Tong, Kowloon, Hong Kong.
Where do you ship from?
All orders are quality-checked and shipped from our primary logistics warehouse in Shenzhen, Guangdong, China. This allows us to ensure product consistency and efficient international delivery.
Do I need to pay customs duties, VAT, or import taxes?
No. All orders are shipped under a DDP (Delivered Duty Paid) model. This means all prices shown on our website are fully tax-inclusive, and we cover import duties, VAT, and customs clearance fees on your behalf. There are no hidden charges upon delivery.
How long does order processing take?
Orders are typically processed within 1–3 business days (Monday–Friday). Orders placed after 5:00 PM (GMT+8), on weekends, or on public holidays will be processed on the next business day.
During peak seasons or public holidays in Hong Kong or Mainland China, processing times may be extended by an additional 2–4 business days.
How long does shipping take?
Once your order has been processed and shipped, the estimated delivery time is 5–10 business days, depending on your location and the shipping carrier.
Total estimated delivery time (processing + transit): 6–13 business days.
How much does shipping cost?
- Standard Shipping: USD $12.99 for orders under USD $59.99
- Free Shipping: Free standard shipping on orders of USD $59.99 or more (after discounts)
Shipping availability and final costs are confirmed at checkout.
Do you offer international shipping?
Yes, we ship worldwide, except to countries or regions subject to international trade sanctions. We do not ship to P.O. Boxes, APO/FPO/DPO, or military addresses.
Which carriers do you use?
We work with trusted global carriers, including UPS, FedEx, DHL, and USPS. The carrier used depends on your destination and package specifications.
How can I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number and tracking link. You can monitor your shipment 24/7 via our Order Tracking page.
Can I change my shipping address after placing an order?
Address changes must be requested within 72 hours of placing your order by contacting help@alorar.com. Once an order has been processed or shipped, we are unable to modify the delivery address.
What is your return policy?
We offer a 30-day return window from the date of delivery. Returns are accepted for defective items, incorrect items, items not as described, and change of mind.
Returned items must be unused, in original packaging, and include all accessories and documentation.
Who pays for return shipping?
- Defective or incorrect items: We cover return shipping costs.
- Change of mind: Customers are responsible for return shipping costs.
We do not charge any restocking fees.
How long does it take to receive a refund?
Once your return is received and inspected (usually within 3 business days), approved refunds are issued to your original payment method within 10 business days.
Original shipping fees are non-refundable unless the item is defective or incorrect.
Can I cancel my order?
Yes. Orders may be cancelled within 72 hours of placement for a full refund, provided they have not yet been processed or shipped.
What if my package is lost or arrives damaged?
If your package is lost in transit (no tracking updates for 20+ days) or arrives damaged, please contact us within 7 days of delivery. We will offer a free replacement or a full refund, including shipping fees.
Are there any items that cannot be returned?
For hygiene reasons, used hair accessories or opened personal care products are non-returnable unless they are defective.