1. Understanding alnol’s Limitations
alnol provides a platform for customers to discover and purchase from Designers in different places. It is important to note by shopping on alnol; you understand that:
alnol is a facilitator between you and one of the many talented Designers on alnol;
alnol does not design, own the products of any of the Designers unless or otherwise it is explicitly mentioned that an item is sold by alnol, but we guarantee you a twelve-month warranty for all products sold on our platform. As a member of the community, you have the opportunity to flag an item or a shop that violates any of alnol’s policies. Flagging is confidential. Please send this type of communication to
2. Communicating with Other alnol Members
You can use alnol’s Messages (“Messages”) tool to communicate directly with alnol’s customer support team. Messages are a great way to ask Designers any questions about an item or an order. Messages may not be used for the following activities:
Sending unsolicited advertising or promotions, requests for donations, or spam;
Contacting someone after they have explicitly asked you not to; or Interfering with a transaction or the business of another member.
We are exchanging personal contact, financial or other information to evade the checkout process on alnol, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc.
Interference occurs when a member intentionally interferes with another member’s shop to drive away their business. Interference is strictly prohibited on alnol. Examples of interference include:
Contacting another member via alnol Messages to warn them away from a particular member, shop, or item;
Posting in public areas to demonstrate or discuss a dispute with another member;
Purchasing from a Designer for the sole purpose of leaving a negative review;
Maliciously clicking on a competitor's Promoted Listings ads to drain that member's advertising budget, also known as "click fraud."
3. Placing an order on alnol
When you buy an item or multiple items on alnol, you’re directly supporting an independently well established and talented Design business; By purchasing from a Designer on alnol, you agree that you have:
- Submitted appropriate payment for item(s) purchased and Provided accurate shipping information to us to help get you served promptly.
It is prohibited to share contact information to evade the checkout system on alnol. However, if you need to discuss your order details with your designer, please keep your communication on alnol platform (via Messages or any other published customer-supported channels).
4. Leaving a Review of an Item
Reviews are a great way to learn about a Designer’s items, help good Designers build a strong reputation, or help warn other customers and our Designer performance review team about a poor experience.
You can leave a review, including a one to five-star rating and a photograph of your purchase, for 30 days after your item’s estimated delivery date.
If an estimated delivery date is unavailable, the review window opens after the order’s processing time and shipping time have elapsed.
By leaving a review or photograph, you acknowledge that your content may not:
- Contain private information;
- Contain prohibited medical drug claims;
- Contain advertising or spam;
- Contain threats, harassment, or extortion;
- Include shilling or otherwise falsely inflate a shop’s review score; or
- Undermine the integrity of the Reviews system.
- By uploading a photograph to one of alnol’s websites or alnol’s mobile app, you warrant that:
5. General Conditions Applicable to Returns
To qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 14 days of order receipt with the following conditions:
Items must be an unaltered, unused, and incomplete sellable condition (or the condition they were received from our agents or us). In addition, footwear must be in brand-new condition and without any damage.
Items must be in their original packaging/box/dust-cover, and all brand and product labels/tags/instructions are still attached. Authenticity cards, where provided, should also be returned. Swimwear must have the original hygiene liner attached.
The original order confirmation must accompany the return.
Please note that some products cannot be returned as it's explained in
Non-Returnable Items Clause.
6. Returns Process
Using the online return functionality, a customer can request a return of an item according to the return conditions mentioned above. In addition, items can be returned by arranging collection from your delivery address associated with your account on alnol.
7. Refund Process
Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the total face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).
Your refund will be processed via the following methods:
Cash on Delivery payments is refunded as alnol account credit. A Customer may ask alnol’s customer service to transfer the refunded amount (Store Credit) to a bank account.
In case you paid using online payment (Credit/Debit cards), you can choose to issue a refund on your debit or credit card.
8. Item Return Policies
Damaged Goods and Incorrectly-Fulfilled Orders;
If you receive an item that is damaged or not the product you ordered, please arrange to return the item to us using the Returns Process above. The item must be returned in the same condition you received within 14 days of receipt to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges, cash handling fees, taxes, and any duties. Replacements may be available depending on stock. If an item has a design issue or a defect, this item can be handled under the same return policy. If you believe your item is defective, please use online chat or any other published customer support channels on alnol. If you return an item for a reason like “I changed my mind,” you agree that alnol will refund the full purchase price, excluding shipping and handling fees. A refund is only guaranteed after a quality check on the returned items is concluded.
Footwear returns will only be accepted if the items are in brand-new condition and without damaging the items or packaging. To avoid damage, footwear should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, any type of damage, and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.
10. Non-Returnable Items
All personal use products such as but not limited to,
- Beauty and grooming items (including skincare, fragrance, make-up, and hair care)
- face masks
- vintage pieces
cannot be returned. Unless items are sealed, not used, and in new condition.
In addition, alnol will deduct return shipping and handling fees on all furniture orders.
Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection, but that initial inspection does not constitute a guarantee of your eligibility for a full refund.
12. Gifted Items
Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.
you can request an exchange for your order once within 14 days of delivery. However, we may reject your request if the item is not in its original condition as new. Also, some categories are not eligible for exchange, as explained above in the Non-Returnable Items clause.
We pride ourselves on the highest quality, luxury product at alnol. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team using online chat or any other communication channel published on alnol.com or email