Versand

◼ Which countries can enjoy the free shipping campaign?

For now, we only can provide the service of "FREE SHIPPING ON ORDERS OVER US$40" for the countries as below:

United States, Canada, France, Germany, Italy, Netherlands, Spain, Belgium, Luxembourg, Australia, New Zealand, Ireland, Romania, Austria, Czech Republic, Denmark, Greece, Hungary, Latvia, Lithuania, Poland, Portugal, Slovakia, Slovenia, Sweden, Japan, Malaysia, Singapore, South Korea, Thailand, Vietnam, United Arab Emirates.

If your location is not in the above list, we will provide international fast express for your choice.

Note: Due to the reform of the UK VAT policy, we have suspended sales in the UK market. We are actively solving this problem, and once it is resolved, we will notify you.

◼ When will my order ship?

In order to ensure that the flowers received by customers are in the BEST CONDITION, all floral products are made-to-order, so the processing time is different.

Floral series(made of real flower): Please allow 3-5 business days for us to make it for you specially.
Other series(made of clay, knitting rope, wood): Please allow 1-2 business days after placing your order for processing.

All orders are processed and shipped Monday - Saturday, excluding Sunday and holidays.

◼ How long does it take to arrive?

We ship all orders from our Asia workshop. Once shipped, we see delivery happen within the following timeframe:

North America - 7-12 days
Europe - 6-10 days
Oceania - 7-14 days
Asia - 6-10 days
Rest of the world - 8-14 days

Please remind that this does not include the processing times mentioned above.

These timeframes are typical, and sometimes it may vary during sales or promotions. If you think your order is delayed, please contact our customer service team support@alsgem.com.

◼ How do I track my package?

As soon as your order is dispatched, you will receive a confirmation email containing the tracking number. Please allow tracking numbers at least 24 hours to update.

You can log in our website, and click the menu " TRACK MY ORDER" at the bottom to track your package. Or you can click the link in the confirmation e-mail to track your order directly.

◼ Which carrier do you use?

Usually we ship all items with SF Express for international orders, but it may change in accordance with the actual shipping charge.

◼ Can I pay extra to get my order quicker?

Yes, our goal is to offer you the best shipping options, no matter where you live.

Now we have economic standard shipping & fast shipping for your choice. You can select and check the shipping time at checkout.

◼ What about customs fee/taxes?

We are not responsible for customs or import taxes. But we will do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.

It's unusual for orders of small parcel to attract customs fees, except in countries where there is a very low or no tax-free threshold. So in most of the countries, you don't need to pay taxes for these small parcels.

If fees are charged by customs, they are payable by the recipient. If a package is refused for reason of no customs payment, the customer is responsible for reaching out to us and attempt to have it delivered again. We will not refund a customer if their order is refused.