FAQs
Frequently Asked Questions
Welcome
Thank you for choosing Aloma.
Every piece is thoughtfully designed and made in small batches at our London studio. As an independent brand, we’re committed to creating timeless collections while offering a personal and transparent shopping experience.
As we continue to grow, we’re constantly improving our production, delivery and customer experience. The information below explains how ordering, shipping and returns currently work, so you know exactly what to expect before placing your order.
If you can’t find the answer you’re looking for, we’d love to help. Simply email us at hello@aloma-studio.com.
Orders & Shipping
How much is shipping?
United Kingdom: £5
European Union: €18
United States: $49
Shipping costs are calculated at checkout.
Will I have to pay import duties or taxes?
UK orders: No.
For EU, US and all other international orders, import duties, VAT, taxes or customs handling fees may apply depending on your country’s regulations. These charges are determined by your local customs authority and are the responsibility of the customer.
Unfortunately, we cannot predict or control these charges.
How long will my order take?
As many of our pieces are made to order or produced in small batches, please allow a little extra time for us to prepare your order.
We aim to dispatch all orders within 3 business days.
Estimated delivery times:
- UK: 3–5 business days after dispatch
- EU & International: 5–10 business days after dispatch
If you need your order for a special occasion, please email hello@aloma-studio.com before placing your order and we’ll always do our best to help.
How do I track my order?
As soon as your order leaves our studio, you’ll receive a shipping confirmation email with your tracking number.
For international deliveries, please keep an eye on your tracking updates, as your local courier or customs office may contact you if additional information or payment is required.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us at hello@aloma-studio.com as soon as possible.
As many of our pieces are made to order, we may not be able to make changes once production has begun or your parcel has been dispatched.
Returns & Refunds
What is your return policy?
We currently offer refunds to your original payment method. We do not offer exchanges.
To request a return, please email hello@aloma-studio.com within 7 days of receiving your order.
Returned items must then be sent back within 14 days of approval.
Items must be:
- Unworn
- Unwashed
- In their original condition
- With all tags attached
Return shipping costs are the responsibility of the customer unless the item is faulty.
Please refer to our full Returns Policy for more information.
What happens if my parcel is returned to Aloma?
If a parcel is returned because:
- customs duties or taxes were not paid;
- delivery was refused;
- the parcel was not collected from the carrier or collection point;
- an incorrect or incomplete delivery address was provided;
we’ll be happy to either:
- resend your order once it has been returned to us (additional shipping charges will apply); or
- issue a refund, less any original shipping costs and any customs duties, taxes, return shipping or carrier charges incurred that cannot be recovered.
How long do refunds take?
Once we receive and inspect your return, refunds are usually processed within 3–5 business days.
Please note it may take a few additional days for your bank or card provider to process the refund.
My item arrived damaged or faulty.
We’re very sorry.
Please email hello@aloma-studio.com within 48 hours of receiving your order, including your order number and photographs of the issue.
We’ll resolve the problem as quickly as possible.
Product & Sizing
How do your pieces fit?
Most of our signature jersey and mesh styles are designed in One Size, comfortably fitting approximately UK sizes 6–10 thanks to their stretch construction.
For non-stretch fabrics, specific sizes are available and will always be listed on the individual product page.
If you’re unsure which size is right for you, please get in touch before ordering—we’re always happy to help.
Are your pieces made to order?
Many of our garments are produced to order or in very limited quantities at our London studio.
This approach helps us reduce waste, avoid overproduction and create more consciously.
What are your pieces made from?
Whenever possible, we use deadstock, recycled and independently certified sustainable fabrics, many of which are knitted and dyed here in the UK.
You can read more on our Sustainability page.
Account
Do I need an account to place an order?
No.
You can check out as a guest.
Creating an account simply allows you to save your details and view your order history more easily.
I forgot my password.
Simply click “Forgot Password” on the login page and we’ll email you instructions to reset it.
Wholesale & Partnerships
I’d love to stock Aloma.
We’d love to hear from you.
Please email hello@aloma-studio.com with a little information about your boutique and we’ll be in touch.
I’m press or media.
Please contact press@aloma-studio.com and we’ll direct your enquiry to the appropriate person.
I’d like to collaborate with Aloma.
We’re always excited to hear from creatives, photographers, stylists and content creators.
Please send your ideas to hello@aloma-studio.com.
I still have a question.
Email hello@aloma-studio.com and we’ll be happy to help.