Thank you for visiting our website. We are committed to providing clear, accessible and reliable customer support for customers purchasing T-shirts through our online store. If you have a question about a product, an existing order, delivery, returns, payments or any other matter relating to your purchase, you can contact us using the details below.
Company Name: Alviona
Address: 29 ALLERTON CLOSE, BOREHAMWOOD, WD6 4AF
Email: support@alviona.online
Telephone: +44 7802400670
1. General Customer Enquiries
You may contact us if you have general questions about our T-shirts, our website, the ordering process or the services available through our online store. We aim to provide clear information so that customers can make informed purchasing decisions.
When contacting us, please provide enough information for us to understand your enquiry. This may include the product you are interested in, your order details or a description of the issue you are experiencing.
2. Product Enquiries
If you require more information about a T-shirt before placing an order, please contact us by email or telephone.
You may contact us regarding matters such as:
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Product descriptions
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Available sizes
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Available colours
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Materials or product characteristics
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Product care information
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Product availability
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General product suitability
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Information displayed on a product page
We will provide the information available to us and will make reasonable efforts to clarify any product details that may not be clear from the relevant product page.
3. Order Enquiries
If you have already placed an order and need assistance, please contact us using the email address or telephone number provided above.
To help us identify your order efficiently, please include your order number where available, together with the name and email address used when placing the order.
Order-related enquiries may include:
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Order confirmation questions
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Questions about the status of an order
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Incorrect customer information
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Delivery enquiries
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Missing items
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Incorrect items
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Damaged items
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Questions about returns or refunds
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Other problems relating to an existing purchase
Providing complete and accurate information can help us investigate your enquiry more efficiently.
4. Changes to an Order
If you notice an error after placing an order, such as an incorrect delivery address, product selection or quantity, please contact us as soon as possible.
We will review your request and determine whether the order can still be changed. Whether a change is possible may depend on the status of the order at the time we receive your request.
If an order has already entered processing, preparation or dispatch, it may not be possible to change certain details.
5. Delivery Enquiries
Customers may contact us if they have questions regarding the delivery of an order.
When contacting us about delivery, please provide your order number and any relevant delivery information. This may help us review the circumstances of your enquiry.
Delivery enquiries may relate to:
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The status of an order
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Delivery information associated with an order
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A delayed delivery
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A parcel that appears to be missing
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An incorrect delivery address
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A delivery-related problem
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A parcel received in an unexpected condition
We may request additional information where reasonably necessary to investigate a delivery issue.
6. Missing or Incorrect Items
If you believe that an item is missing from your order or that you received a different item from the one ordered, please contact us promptly.
Please provide your order number and clearly describe the item that is missing or incorrect.
Where relevant, we may request photographs of the item, packaging or shipping information so that we can understand and investigate the issue.
7. Damaged or Defective Products
If a T-shirt arrives damaged, defective or materially different from what you ordered, please contact us and provide details of the problem.
Where possible, include:
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Your order number
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The name of the affected product
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A clear description of the issue
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Photographs showing the condition of the product where relevant
This information allows us to assess the matter and determine the appropriate next steps.
Nothing in this section is intended to limit any rights that you may have under applicable UK consumer law.
8. Returns and Refund Enquiries
If you have a question about returning an item or requesting a refund, please contact us before taking further action where instructions are required.
Please provide your order number, the product concerned and the reason for your enquiry.
Returns and refunds may be subject to the conditions described in the relevant return and refund information made available on our website, together with any rights provided by applicable UK law.
9. Payment Enquiries
If you have a question about a payment associated with an order, please contact us with sufficient information to identify the relevant transaction.
For your security, please do not send full payment card details, passwords, security codes or other sensitive financial information by email.
We may ask for limited order or transaction information where reasonably necessary to investigate a payment-related enquiry.
10. Order Confirmation Enquiries
After placing an order, customers may receive information confirming the details of their purchase.
If you believe that you placed an order but have not received the expected order information, please contact us.
When making this type of enquiry, provide the name and email address used when placing the order together with any other information that may help us locate the transaction.
11. Cancellation Enquiries
If you would like to ask whether an order can be cancelled, please contact us as soon as possible.
Whether cancellation is possible may depend on the processing status of the order and any rights available to you under applicable UK consumer law.
If an order can no longer be stopped before dispatch, other options may be available depending on the circumstances and applicable return conditions.
12. Website and Technical Enquiries
If you experience a technical problem while using our website, you may report it to us by email.
Helpful information may include:
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The page where the problem occurred
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A description of the issue
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The action you were attempting to complete
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Any error message displayed
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Screenshots where appropriate
Please do not include passwords, complete payment card information or other unnecessary sensitive information in screenshots or messages.
13. Updating Customer Information
If you believe that information associated with an order is incorrect, contact us as soon as possible.
Depending on the status of the order and the nature of the requested change, we may be able to update certain details.
Customers are responsible for providing accurate information when placing an order, including their name, delivery address, email address and other information required to process the purchase.
14. Privacy and Personal Information Enquiries
You may contact us if you have questions about how personal information is handled in connection with our website, orders or customer communications.
Please provide enough information for us to identify the nature of your request.
Where appropriate, we may need to take reasonable steps to verify your identity before responding to a request involving personal information.
Any personal information provided when contacting us will be handled in accordance with applicable data protection requirements.
15. Complaints
If you are dissatisfied with a product, order or customer service experience, you may contact us to raise a complaint.
Please provide:
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Your name
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Your order number where applicable
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A clear explanation of the issue
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Any relevant supporting information
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The outcome you are requesting, where appropriate
We will review the information provided and respond based on the circumstances of the complaint.
16. Information to Include When Contacting Us
To help us respond effectively, please include relevant information in your message.
For an existing order, this may include:
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Order number
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Name used for the order
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Email address used for the order
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Product concerned
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Description of the enquiry
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Relevant photographs or supporting information where appropriate
Please avoid sending information that is not necessary for us to handle your enquiry.
17. Contact by Email
You can contact us by email at:
Email may be used for general enquiries, product questions, order support, delivery enquiries, return and refund questions, complaints and other matters relating to your purchase or use of our website.
Please use a clear subject line and include your order number where your enquiry relates to an existing order.
18. Contact by Telephone
You can contact us by telephone at:
+44 7802400670
Telephone enquiries may relate to products, orders or general customer support.
For enquiries that require photographs, documents or detailed written information, we may ask you to provide the relevant information by email so that the matter can be reviewed accurately.
19. Contact by Post
Written correspondence may be sent to:
Alviona
29 ALLERTON CLOSE
BOREHAMWOOD
WD6 4AF
United Kingdom
When sending correspondence relating to an order, include sufficient information to identify the relevant purchase and the reason for contacting us.
Please do not send products to this address unless you have received applicable return instructions confirming what you should do.
20. Customer Support Commitment
We aim to deal with customer enquiries fairly and professionally and to provide information that is relevant to the matter raised.
The amount of information or investigation required will vary depending on the nature of the enquiry. Complex matters, delivery investigations, payment issues or complaints may require additional information before they can be resolved.
Our contact channels are available to assist customers throughout the purchasing process, including before placing an order and after an order has been submitted.
For assistance, please contact:
Company Name: Alviona
Address: 29 ALLERTON CLOSE, BOREHAMWOOD, WD6 4AF
Email: support@alviona.online
Telephone: +44 7802400670