FAQs

Order Status & Tracking

  • Can I modify the shipping address of my order after it has been placed?
  • The shipping address of your order can only be modified if your order hasn’t been dispatched from our warehouse.
    To modify your shipping address, please get in touch with our Customer Care team at help@alayabystage3.com or +91-9971144575.

  • How can I track my order?
  • Orders, once processed and shipped can be tracked using the tracking link shared by team Alaya through email.

  • How long will it take for my order to reach me?
  • Your order will get dispatched within 7-10 business days of placing the order. Please note, in some cases, it may take longer to receive the shipment depending on the accessibility of your location.
    For international orders, the average dispatch time is 10-12 business days depending on the country of residence.

  • I was not available to collect my order. Will the delivery be reattempted?
  • Yes. Our courier partner will attempt the delivery up to three times in case you were not available to collect the order. If you are aware of your future unavailability, please do inform our customer care team at help@alayabystage3.com or +91-9971144575 so that we can schedule the delivery accordingly.

    Shipping & Delivery

  • What are the shipping charges?
  • Standard shipping charges on all COD orders are Rs. 50. We don’t charge a delivery fee on pre-paid orders.
    The shipping charges on all international orders, irrespective of order size, are $20.

  • Do the shipping charges vary on the number of items purchased/the weight of the order?
  • No, we have standard shipping charges on all orders irrespective of the order size and weight.

  • How long will it take for my order to reach me?
  • Your order will get dispatched within 7-10 business days of placing the order. Please note, in some cases, it may take longer to receive the shipment depending on the accessibility of your location.
    For international orders, the average dispatch time is 10-12 business days depending on the country of residence.

  • What should be done if my package has been opened or tampered with?
  • We request you to not accept the shipment if it has been opened or tampered with, and immediately inform our customer care team via email help@alayabystage3.com or +91-9971144575.

    Kindly note, any intimation after 24 hours of the attempted delivery, will not be considered.

    Return, Exchange & Refund


  • What is Alaya’s return & exchange policy? How does it work?
  • We are very sorry that you are not happy with your purchase! We offer refunds & exchanges for all items within 7 days of order delivery as long they are in unused condition and with the original packaging.

    Kindly note, all exchanges are subject to stock availability.
    Please follow the following steps to initiate your return/exchange:

    1. Generate your Return/Exchange request from our Returns page.
    2. We will arrange a reverse pickup from your shipping address without any additional charge.
    3. We will contact you to confirm the date of your reverse pickup.
    4. Once the pickup is done and we have received it in our warehouse, we will conduct a routine quality check. Post verification, we will be contacting you to confirm the exchange/refund as per what you have opted for. 
    5. In case of an exchange, we will dispatch the requested size in 3-4 business days post verification.
    6. In case of a refund, please allow us up to 30 business days for the refund to reflect in your account via cashgram.
    7. Reverse Pick-Up Policy: Please note that if the shipment is not picked up within a week's duration after attempting the pick-up, the request will be automatically rejected in case of return or exchange.

    *All orders placed from 24th November 2022 to 30th November 2022 are non-refundable, they can only be exchanged for size or store credit.


  • Which products are eligible for return and exchange?
  • Due to the delicate nature of the garments, we urge you to raise a return request within 7 days of order delivery. Items must be returned in their original condition, original condition means that items must be in unused condition, with no damage or stains. 

    Items should be returned in their original packaging with product tags attached.
    For Sale products, you have to raise a return request within 48 hours, the amount will not be refunded. Sale products can only be exchanged for size or store credit.
    Item is eligible for a return/exchange request only once. Items once exchanged, will not be valid for a return or refund.
    Please note that belts are not eligible for return and exchange.


  • How do I return products?
  • We are very sorry that you are not happy with your purchase! Due to the delicate nature of the garments, we urge you to raise a return request within 7 days of order delivery. We accept returns for items within 7 days of order delivery as long they are in unused condition and with the original packaging.

    Please follow the below steps to initiate your return:

    1. Generate your Return request from our Returns page .
    2. We will arrange a reverse pickup from your shipping address without any additional charge.
    3. We will contact you to confirm the date of your reverse pickup.
    4. Once the pickup is done and we have received it in our warehouse, we will conduct a routine quality check. Post verification, we will be contacting you to confirm the refund/store credit as per what you have opted for.
    5. Please allow us up to 30 business days for the refund to reflect in your account via cashgram.
    6. Reverse Pick-Up Policy: Please note that if the shipment is not picked up within a week's duration after attempting the pick-up, the request will be automatically rejected in case of return or exchange.

    If you have any questions or concerns, please reach out to us at 9971144575 and we'll get back to you.

  • How do I place an exchange request?
  • We would be happy to accommodate a size exchange. In order to do so, please follow the below instructions. We will be picking the outfit from you and dispatching you the new size within 5-7 business days of receiving the outfit. 

    Please follow the below steps to initiate your return:

    1. Generate your Exchange request from our Returns page.
    2. We will arrange a reverse pickup from your shipping address without any additional charge.
    3. We will contact you to confirm the date of your reverse pickup.
    4. Once the pickup is done and we have received it in our warehouse, we will conduct a routine quality check. Post verification, we will be contacting you to proceed with the exchange.
    5. We will dispatch the requested size in 3-4 working days post verification.
    6. Reverse Pick-Up Policy: Please note that if the shipment is not picked up within a week's duration after attempting the pick-up, the request will be automatically rejected in case of return or exchange.
    7. Item is eligible for a return/exchange request only once. Items once exchanged, will not be valid for a return or refund

    If you have any questions or concerns, please reach out to us at 9971144575 and we'll get back to you.

  • How long will it take for me to receive the refund for my returned product?
  • The product(s) will first go through a quality check at our end. Once it clears the check, the refund process will be initiated and the refund will take up to 30 days to reflect in your bank account via cashgram. In case the product does not meet our quality check, we will not be able to process the refund.

    As soon as we receive the products, we will initiate the refund up to 30 days.


  • I returned my order and opted to get store credits instead of a refund. How do I apply them?
  • Once you return a product to us, we will add the value of your order (minus any shipping and/or COD charges) as Alaya Store Credits/Gift Card. You can use your store credits/gift card on future purchases from Alaya.
    At the time of your next purchase, store credit/gift card can be applied at the checkout. Here, the total amount to be paid by you will be calculated after deducting the store credits/gift card applied by you.
    Please note, store credits cannot be used to cover shipping and COD charges.

  • How do I return/exchange multiple products?
  • If you are returning/exchanging multiple products from a single order together, we will generate a single Return ID/Exchange ID for all products. 

    If you are returning/exchanging multiple products from different Order IDs, you will be required to raise separate return/exchange requests for all products.


  • What should I do if I received a damaged/defective/incomplete/wrong order?
  • For any defective/ damaged/incomplete/wrong order delivered, we request you to intimate us within 24 hours of receiving the order with the real images and videos of the product received.
    Kindly get in touch with us at help@alayabystage3.com or +91-9971144575. We will then investigate the case and be in touch with you with the best available resolution.
    Any such complaint raised after 24 hours of receiving the order may not be considered.

    Orders & Payment Policy


  • What are the payment options available?
    1. Credit/Debit cards
    2. Net Banking
    3. UPI
    4. Cash on Delivery for India
    5. Mobile wallets (Paytm, Amazon Pay, Freecharge, Ola Money, PayZapp, Airtel Money, PhonePe, BHIM UPI)
    6. Razorpay (All countries except India)

  • How do I redeem a coupon/voucher?
  • Once you have shortlisted the product you wish to buy, select the size and click ‘Add to Bag’, and view your cart. Here you can enter the discount/coupon code or enter your gift card code, click on Apply Code, and your code will be applied to the final cart value.


  • Is there a purchase limit for a Cash on Delivery (COD) purchase?
  • Cash On Delivery option is available on purchases of up to Rs. 10,000. Beyond this amount, purchases can only be made using Net Banking, Credit/Debit Card, UPI, and Mobile Wallets.