Shipping and Returns

This website is operated by Alila Professional Cosmetics (“Alila”) is a division of Style Stop Pty Ltd. Throughout the site, the terms “we”, “us” and “our” refer to Alila.

Alila takes pride in the superb quality of our products, our high level of customer satisfaction, and our reputation for providing excellent aftersales service. In order for us to deliver excellent service, we have adopted a Shipping and Returns Policy.

Shipping

At present we only ship within South Africa. Shipping is free on any order with products valued at R1000 or more.

Please contact us directly for international shipping options. 

General returns policy

Unopened, undamaged and resalable products

  • We will exchange any unopened, undamaged and resalable products within 30 days of the date of delivery, provided that such an exchange must be by way of a product or products of the same or lower value than the products being returned.
  • We will refund 100% of the purchase price of any unopened, undamaged and resalable products approved for refund within 7 days of the date of delivery.

Opened products

  • We will exchange any opened products within 60 days of the date of purchase, provided that such an exchange must be by way of a product or products of the same or lower value than the products being returned.
  • We will process a refund of 100% of the purchase price of any opened products approved for refund within 30 days of the date of purchase.

Promotions and courier costs

  • To the extent permitted by applicable law and regulations, a different product refund policy may be adopted for special promotions and packages.
  • All courier costs related to returns and exchanges shall be for your own account.

Several types of goods are exempt from being returned

  • Services, such as training services or makeup services.
  • Gift cards.
  • Downloadable products.
  • Sales items.
  • Neglected products not deemed returnable or refundable. 

There are certain situations where only partial refunds or exchanges are granted

  • Any item that is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 60 days after delivery.

Refunds

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days.
  • A refund admin fee of R120 is applicable on all refunds. 

Late or missing refunds

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at accounts@alila.co.za.

Addresses and further considerations for exchanges and returns

  • If you need to return or exchange an item, send us an email at info@alila.co.za, and send your item to:

Alila Professional Makeup

27 Linksfield Road,

Block 3, 1st Floor,

Dunvegan, Edenvale

  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. The cost of return shipping will be deducted from your refund or exchange.
  • Depending on where you live, the time it takes for your exchanged product to reach you, may vary.
  • If you are shipping an item over R1000 in value, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Gifts

  • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will found out about your return.

Out of Stock Items

  • The most important thing to keep in mind when ordering is that our stock balances fluctuate throughout the day with sales demand and stock that we receive from the manufacturers. Items are constantly being sold and our stock is constantly being replenished. If the item is identified as "Out of Stock", we can special order the item for you and ship it as soon as we get it. Most items ship within 3 weeks.
  • Just because the item you ordered is NOT identified as out-of-stock does not necessarily mean that it will be in-stock at the moment you order it. We will notify you if the item you ordered is out-of-stock. We first try to reply via email and give you 2 days to reply. If we have not heard from you we will then try to call you at the numbers you provide with your order. Be sure to give us your current email address and phone number.
  • When something is OUT OF STOCK and the purchase was made unknowingly, we would gladly process a refund if the waiting period is not satisfactory.