All major credit cards are accepted and processed via Stripe. Other payment methods include Paypal, Wechat Pay and Alipay.
Once an order has been placed, a confirmation email will follow with your order number and order details. Please check all your inbox folders as the confirmation email can make it’s way in your spam/junk folder. In the event that you entered the incorrect email address or cannot locate your confirmation email, please contact customer support.
You can also find your order number by logging into your My Account and clicking on Orders.
You will receive order status updates via email. Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can also check the status of your order by logging into My Account and going into the Orders section. If your order status is Processing, this means your order has been handed over to our operations team to fufill. If you order status is Shipped, it means that your order has been packed and is on its way to you.
You can cancel your order within 24 hours of placing it.
If you have a Privé Alliance account, follow the steps to cancel your order:
- Log into My Account
- Click on Orders and select the order # you wish to cancel
- Click on “Cancel” at the bottom of your order details
You can still cancel your order if you do not have a Privé Alliance account. On your order confirmation email, click "View Your Invoice". You will be redirected to a different page. Click on the link that says "You want to cancel your order? Click here" to complete the cancellation.
Unfortunately, you cannot modify an order once it’s been placed. We ask that you cancel your order, and place a new order containing the item/s you prefer.
If you cannot remember you password, click on "Lost you password?" on the login page and input your username or email address. If you no longer have access to the email associated to your account, please email our customer support for an OTP (one-time password).
You can reach out to us within 24 hours of placing your order and we will try to accommodate the changes before your order is processed. However, we are unable to guarantee the change. Once the order is shipped, Privé Alliance is unable to make any changes on our end.
To help you determine the right size for you, we provide product specific measurements for each garment and the size worn by the model alongside their height.
Orders are processed using FedEx and Canada Post shipping services. Click HERE for more information on our shipping & handling.
Yes, we are able to deliver to P.O. Boxes via Canada Post shipping services.
Privé Alliance cannot estimate how much duties & charges you will be charged. All orders are shipped DDU (delivery duties unpaid) and your local customs will be able to estimate the price. You are responsible for paying these fees upon receipt.
We will need to assess the details of the damage. Once this is done, we will help you manage the shipment back to us, and send you a new item. Please do not send back anything without our knowledge or confirmation.
In each shipping confirmation, the items included in the package will be stated on the packing list. If you did not receive an item or items in the packing list, please contact our customer support.
Items may be returned within 30 days of delivery as long as they are unworn, with the tags attached and in the original packaging. Click HERE for more information on how to return your purchase. Shipping fees are non-refundable and you will be responsible for the courier fees to ship your return/s back to our warehouse.
We do not process direct exchanges. We ask that you return your merchandise for a full refund and place a new order for the size or item you need.
From the day your return package is delivered to our warehouse, our returns team can take up to 5 business days to complete the return process. After this, it can take up to 10-15 business days for the refund to process back into the original method of payment.
Privé Alliance collaborates with several stockists worldwide. You can find more information HERE.
Pop-up events are announced on all our social media pages as well.