Frequently Asked Questions
Find quick answers to common questions about our winter products, orders, delivery, returns, refunds, payments, and more.
01 What products does Alishan sell?
Alishan offers a curated range of winter and cold-weather products designed to provide warmth, comfort, and convenience during the colder months.
Our range may include blankets, throws, cosy home essentials, and other products suitable for keeping warm.
02 Where does Alishan deliver?
We currently deliver orders within the United Kingdom only.
At this time, we do not offer international shipping.
03 How long does delivery take?
Orders are generally processed within 1–2 business days after payment has been successfully confirmed.
Standard delivery is estimated to take approximately 5–7 business days after processing.
Delivery times may vary due to carrier delays, weather conditions, public holidays, or other circumstances outside our control.
04 How much does shipping cost?
Shipping charges are calculated and displayed during checkout based on your order and delivery details.
If your order qualifies for a promotional or free-shipping offer, the applicable shipping discount will be shown at checkout.
05 Can I track my order?
Yes. Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking information, where tracking is available.
Please allow up to 24 hours for tracking information to become active after dispatch.
06 Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible after placing your order.
We will do our best to accommodate your request, but we cannot guarantee that changes or cancellations will be possible once an order has entered processing or has been dispatched.
07 What is your return policy?
Eligible physical products may generally be returned within 7 days of the delivery date, provided the product is unused and remains in its original condition.
Items should be returned with their original packaging, tags, labels, and accessories where applicable. Proof of purchase may also be required.
Please contact us before sending any item back so we can provide the appropriate return instructions.
08 Who pays for return shipping?
If you are returning an item because you have changed your mind, return shipping costs may be your responsibility.
If an item is defective, damaged, or incorrectly supplied, please contact us before returning it so we can review the issue and provide appropriate assistance.
09 When will I receive my refund?
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds are generally issued to your original payment method within 5–7 business days.
Your bank or payment provider may require additional processing time.
10 What if my order arrives damaged?
If your order arrives damaged, please contact us as soon as possible with your order number and relevant details.
Where appropriate, we may request photographs or other information to help us assess the issue and determine the appropriate resolution.
11 What if I receive the wrong product?
If you receive an incorrect item, please contact us as soon as possible with your order number.
We will review the issue and assist you with the appropriate return, replacement, or other available resolution.
12 What if my parcel is delayed?
Although we work with delivery partners to provide reliable shipping, delays can occasionally occur.
If your parcel appears to be significantly delayed, please contact us with your order number and tracking information, if available, and we will do our best to assist.
13 What happens if I provide the wrong delivery address?
Please carefully check your delivery information before completing your order.
If you notice an incorrect address after placing your order, contact us immediately. We will try to update it if the order has not yet been dispatched.
We cannot guarantee changes after dispatch and may not be responsible for deliveries made to an incorrect or incomplete address supplied by the customer.
14 Are your blankets suitable for winter?
Our blankets and other cold-weather products are selected with warmth and comfort in mind and are intended to help provide additional warmth during colder weather.
Please review the individual product description for specific information about materials, dimensions, features, and care instructions.
15 How do I know the size of a blanket before ordering?
The available dimensions and product specifications are provided on the relevant product page where applicable.
We recommend checking the listed measurements before placing your order to ensure the product is suitable for your intended use.
16 How should I care for my blanket?
Care instructions can vary depending on the material and construction of the product.
Please follow the care instructions provided with the product and, where available, the washing and care information shown on the product page.
17 Do I need an account to place an order?
An account may not always be required to purchase from our store. Available checkout options will be displayed during the ordering process.
Creating an account, where available, may make it easier to manage your orders and preferences.
18 What payment methods do you accept?
Available payment methods are displayed during checkout and may vary depending on your location and the payment options supported by our ecommerce and payment providers.
19 Is my payment information secure?
We use Shopify and third-party payment providers to help process payments securely.
We do not generally store your full payment card details ourselves. Payment information is handled according to the security and privacy practices of the relevant payment provider.
20 How can I contact Alishan?
If you have questions about an order, product, delivery, return, refund, or anything else, please contact us by email.
Email: rongorafashion@gmail.com
Website: alishanstore.com