You can only cancel your order if we didn’t process it. Please email alowacustomerservice@gmail.com providing the following information :

• Full Name
• Order Number
• Reason for cancelling

First of all, please know that we’re here to help, so don’t worry. Let’s keep it respectful towards each other. ❤

What you need to do:

First, ensure that your email address and phone number were entered correctly when placing your order to make sure you receive updates. Check your spam/junk folder.

Verify the status of your shipment: does it say “in transit” or “delivered”?

Try contacting the courier directly. If you don’t get a response or the response isn’t satisfactory, please email us with your order number and full name.

Please remember it’s important to remain respectful towards our team. Everything can be resolved! We will reach out to the courier to investigate what’s going on.

For Livrapide:

Please check your email; there should be photos at the bottom of the page showing where your package was left.

Note: We are not responsible if you provided the wrong address.

Our customer service team will respond within 1-2 business days.

The promotional code must be entered during the payment process as it cannot be applied afterwards. We are not responsible if the code is not used at the checkout.

Thank you for your understanding !

If you have received a wrong product, contact us right away at alowacustomerservice@gmail.com with the following informations :

• Your order number;
• Pictures showing the size tag, ALOWA Logo of the incorrect item;
• A short explanation of the issue.

Let us fix this for you! We will review our mix-up and resolve the issue as soon as we can.
Our customer service will get back to you within 1 to 2 business days.

First of all, please know that we’re here to help, so don’t worry. Let’s stay respectful towards each other. ❤

You have 7 days after receiving your order to inform us if your item is defective.

Please send an email to alowacustomerservice@gmail.com with the following information:

• Photos of the defect(s)
• Your order number
• The name(s) of the item(s) you believe are defective

Once your request is approved, you must return the item(s) to us by mail within 7 days.

Important Notes:

• You must return any defective items to us. We will cover the shipping fees.
• We are not responsible for damage caused after receipt of the item. We cannot control how you care for your clothing.
• We do not accept exchanges or returns after washing, even if it is within 7 days. Please handle your clothing with care, loves!

Regarding Stained Items:

It’s important to note that stains can occur since we now have a store and host Pop-Up events where others may try on the items. Usually, stains come out in the wash.

We recommend washing the item (such as bras) before considering it defective.

To maintain your items:

• Wash them inside out.
• Avoid washing them with other garments that could damage the fabric.

PLEASE NOTE: We do not respond to messages sent via Instagram.

Our customer service team will respond within 1-2 business days.

We cannot modify an order once it has been processed.

You will only be able to make changes to the items in your order if it has not yet been processed.

If your order has not been processed and you would like to make changes, please email us at alowacustomerservice@gmail.com with your order number and the item/size changes you wish to make.

Steps:

1. Wait for the email notifying you that your order is ready.
2. Check the store's opening hours before coming to the boutique (available on our website: https://alowaapparel.com/pages/boutique). Please note that hours may change weekly.
3. Once at the boutique, you will be asked to show your receipt.

EXCHANGE OR STORE CREDIT ONLY
*All purchases made during a sale (Black Friday, Boxing Day, End of Season, our Sale section or other promotions) or with a discount of 20% or more are considered final sales.

You can now facilitate an exchange entirely online without needing to send us an Email. Please have your order number and your shipping ZIP/Postal Code ready. Note that if you are not eligible, we can't make any exception. Please be comprehensive.

CLICK HERE to start a return/exchange

Please note: our return policy does not allow refunds on purchases.

For exchange requests for purchases made in store, please refer to our store section.

You do have to pay the shipping fees to return your item. However, we will be in charge of the shipping fees to send you back your new item.

However, it is possible to make an exchange by coming directly to our head office to avoid these costs.

If you ever have a single article, you could send it by postal letter. On the other hand, we are not responsible if your parcel is lost along the way since there is no tracking number.

*Shipping costs will be more expensive if you decide to send your package in a box. You can always ask the employee at the post office for advice.

We offer exchanges or store credit only.

This means that within 14 days of your package being purchased you need to have submitted a request at our returns centre.
Once your request is submitted,  your package needs to be in the mail back to us within 7 days.
Note that if you are not eligible, we can't make any exception. Please be comprehensive.

*Please see the boutique section for purchases made in store.

All purchases made during a sale (Black Friday, Boxing Day, End of Season, our sale section or other promotions) or with a discount of 20% or more are considered final sales.

Any items at or above 20% off will be final sale. Aucun échange ou crédit ne sera émis pour ces commandes.

Thank you for your patience. Please allow time for your package to reach us, along with an estimated processing time of 2 to 3 business days. Your satisfaction is our priority, and we are doing everything we can to process your request as quickly as possible.

• For general customer service inquiries: alowacustomerservice@gmail.com
• For partnership/collaboration requests: collabalowa@outlook.com
  (IMPORTANT: Please visit the "Collaboration" section of the FAQ to review the required information before sending your request.)

First, please make sure that you have sent the email to the correct address. For customer service, the email address is:alowacustomerservice@gmail.com, and for collaboration/partnership inquiries, it is:collabalowa@outlook.com. Second, please note that you will receive a response within 24 to 48 business hours, from Monday to Friday, 9:00 AM to 5:00 PM. Thank you for your patience! There's no need to send us a message on social media.

You will receive a response within 24 to 48 business hours, from Monday to Friday, 9:00 AM to 5:00 PM. Thank you for your patience! There's no need to send us a message on social media. Please note that there may be a longer response time during busier periods (such as Black Friday, Boxing Day, end-of-season promotions, etc).

Why is my promo code not working?

Rewards Program Promo Codes (20%+) do not work on new collections.
You also cannot combine 2 promotional codes together.
Be aware that if you use a code of 20% and more, your purchase will be a final sale.

At this time, we can accommodate only one discount code per order. However, you can combine 1 discount code and 1 store credit/gift card.

Any items at or above 20% off will be final sale. Aucun échange ou crédit ne sera émis pour ces commandes.

You can only use the following discounts in-store:

• Rewards account discounts
• Birthday discounts
• The code you receive via email when signing up for the newsletter (you must show the email for the discount to be applied).

No other codes will be accepted.

Advent Calendar discounts are accepted in-store during the month of December.

Store hours are listed in the "Boutique" section in the main menu of our website or in the "Boutique" highlight on our Instagram.

Please make sure to check our hours before visiting. Thank you!

You cannot visit the store for an exchange without following the proper procedures.

ALOWA APPAREL only offers exchanges or in-store credits. You have 7 days from the date of purchase to return items for an exchange or store credit.

Steps to Request an Exchange:

1. Send an email to alowacustomerservice@gmail.com with your name, order number, and the items you wish to exchange.
2. Once approved, you may visit the store during operating hours (listed at the bottom of the homepage of our website).

Please note:

• We do not accept exchanges or returns during launch days, promotions, Black Friday, or Boxing Day in-store.
• Final Sale Items: Items discounted at 20% or more are FINAL SALE and are not eligible for return or exchange.

Eligibility Requirements:

To be eligible for an exchange:

• Items must be in new condition, unworn, unaltered, unwashed, and free of any customer-caused damage.
• ALOWA APPAREL reserves the right to reject exchanges for items with perfume/fragrance, makeup/deodorant stains, or any visible dirt or damage.
• Items must have all tags attached, original packaging, and hygiene liners intact.

Credit notes (gift cards) whose purchases have been made online and all other gift-cards can be used on our website, at our store but not during Pop-Up shops, special events or during an warehouse sale.

Regarding the expiration of your gift card:

There is no expiration date on a prepaid card, such as a gift card. A gift card purchased by yourself or your friend or obtained through an exchange does not expire.

On the other hand, all gift cards won during a contest, promotions or received for free, expire after a month at Alowa.

*Note: If the gift card won is valid for a shorter period of time or a specific time, we will mention it.

We recommend the same care methods for all our clothing:

- Machine wash cold
- Hang to dry
- Wash and dry inside out
- Do not iron
- Do not tumble dry

We have three popular models of leggings: (1) Hilo, (2) Mylo, and (3) Billy. These three models are designed for high-intensity activities such as weightlifting, cardio, and various workouts, but they can also be worn for any type of activity and everyday life.

1. Firstly, the Hilos are our 'compressive' leggings with a second-skin effect, while still being stretchy. They will snugly mold to the body and provide excellent support. We have several versions of the Hilos, but the most popular ones are the 'seamless' ones.
2. Secondly, the Mylos have a 'buttery soft' fabric and also offer good support. The seam at the top of the buttocks is higher than that of the Hilos, and they are slightly thicker than the Hilos.
3. Thirdly, the Billys are 'super high rise,' meaning they have a very high waist, and they have more seams on the sides (but not in the front). The Billys are more flexible. They provide excellent support as we have added a small seam at the waist.

We offer several models of sports bras and tops suitable for small and larger breasts!

For a very high level of support:

• Aria Sports Bra
• Ela Sports Bra
• Eva Sports Bra
• Ally Sports Bra
• Milie Sports Bra
• Wild Sports Bra
• Sofy Sports Bra

For a medium/high level of support:

• Rosie Tank
• Mila Sports Bra
• Ema Tank
• Ultimate Sports Bra
• Lisa Sports Bra
• Fany Tank
• Hana Sports Bra
• Covery Tank

For a low/medium level of support:

• Tya Sports Bra
• Ambitious Bra 
• Flexy Tank 

Alowa points are the points you earn through the REWARDS PROGRAM on our website. Once you set up your account on our website, you can start earning points with each new order, or you can complete activities to earn points, as well! If you collect enough points, you can get different kind of promotions!
Click here to set up your account : https://alowaapparel.com/fr#smile-home

It is not possible to use a discount of 20% or more (25%, $30, $40) on a new collection. However, you can redeem your points for free shipping or a 15% discount to use on the new collection.

Thank you for your understanding! :)

No, the rewards program is not retroactive. This means you start earning points only after you sign up. We cannot issue points for orders placed before your enrollment.

To become an Alowa Ambassador, you must meet the following three basic requirements:

1. Have previously purchased Alowa products
2. Follow our Instagram page
3. Like our Facebook page

If these criteria are not met, please do not send a request.

If you meet all the criteria but your application is still declined, it means the program is currently full and all spots are taken. If this happens, we encourage you to reapply in a few weeks.

Thank you so much! 😊

Visit this page: https://alowaapparel.com/pages/ambassador-program

When you sign up, you must wait for your application to be approved before you can access your account. Signing up does not mean you can access your account immediately.

The processing time is between 1 to 3 weeks

Try logging in from this link:https://af.secomapp.com/alowaapparel/loginIf your password is the problem, you can try to reset your password via the "forgot password" button.

ALOWA APPAREL is building a community of women who love the world of fitness as much as sportswear and training.
We love working with influencers, big and small. If you’re interested in being featured on our feed, or getting on our PR list, please send the following information to collab@alowaapparel.com :

• Your Instagram user name
• Pictures/Videos : If you have photos of you wearing and enjoying Alowa products, and would like for us to share them on our Instagram feed, please paste a link to a Dropbox folder here. By submitting, you agree to allow us to publish this content on our feed.
• Screenshots of your Instagram insights including Location, Gender percentage, Story Impressions, Post impressions.
• Your media kit (if you have one) : We will not share your media kit.
• Include any other platforms you have ( ex, Youtube, TikTok, Blog )
• And last thing, let us know more about you and what Alowa means to you.

* If the email is not sent to the email above, we will not receive your request, unfortunately.

You can send all necessary information to the following email address: collab@alowaapparel.com.

If you message another email or DM, we may not respond.

Thanks a lot!