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Frequently Asked Questions

What is Afabrands.com and Alfa Store?

Afabrands.com is an online shopping portal that features natural products such as botanical herbs and plant based raw materials, tree resins, licorice extract, rose flowers, himalayan rock salt and blends, hand made soaps and 100% vegan soy base candles, sea shells and corals, pure essential oils and hydrosol, spices and dry fruits. You can buy products online and the orders wcan be shipped worldwide.

Where can I see complete list of your selling products?

You may view all products at http://www.alfabrands.com/product-list/

I have added a few products to my cart but I won't be buying them now. Can you save my list?

Yes, absolutely. We will keep your cart saved with us. The selected items will not be removed unless you remove them. However, since our inventory sells out fast, it is advised that you complete your purchase as soon as you can.  In this case, we recommend you to become a listed member hence we may remind you of your purchase and any deals or discounts that may come up.

Can the cart be shared with someone?

Yes, you can select items and can share with anyone you like.

Can I buy more than one product and in different packing units and quantities in one go?

Yes, you can. You may choose the products, their respective quantities and packing units and these get added to your shopping cart. You can add as many products you want and then pay for the entire order in one go!

When I select my destination, it says it can’t ship to that destination, what should I do?

You do not need to worry on this. Since this is an automated system, it may give a certain message due to back office programming; however, you may write to info@alfabrands.com and we shall provide customized quote and service to you.

I don't know how to buy online. What should I do?

Below is the list of easy steps for you to make an online purchase:

  1. Select the product that you wish to purchase by clicking the product and select the 'pack size'.
  2. Click the Add to Basket button.
  3. It is optional to Estimate Shipping by choosing the country and zipcode (delivery destination).
  4. Proceed to checkout.
  5. Choose ‘As a Guest’ OR ‘Existing User’ OR ‘Become a Member’.  Recommended to choose ‘Become a Member’. 
  6. Enter your contact details including name, e-mail ID, phone number and other marked fields.
  7. Enter your shipping address.
  8. Click the Proceed to Payment button.
  9. Select your payment mode (Credit card, PayPal, B=bank transfer).
  10. It will process your payment and will generate an Order number. Same will be emailed to you.


How do I know my purchase is complete?

You will see a confirmation message on the screen along with your order number. Moreover, an email with your order number will be sent to you to confirm your purchase.

I did not get a confirmation of payment when I made a purchase at Alfa Store?

When payment is processed, each time the system generates an Order number and an email is sent to your given email address. There is a possibility that the entered email address is incorrect, else you may write to  info@alfabrands.com and we will arrange the Order receipt and schedule delivery accordingly.

What if I wish to arrange pickup myself?

Yes, this is possible. You may choose option of self collection while checking out. The pickup address is mentioned there.

I have an account with Courier Company and would like the courier to pick up?

You may choose option for pickup from Alfa Store while checking out. The physical address is given which you may forward to your courier company mentioning the Order number. The courier company can coordinate with us at info@alfabrands.com to schedule pickup.

What is the order shipping time?

Usually it takes 2 to 4 business days to process your order.

Which destinations are you shipping to?

We are shipping to almost every destination in the world. If you do not find your required destination on list, let us know and we will handle it immediately in a personalized way.

How long will it take to reach me once shipped?

The number of days varies for each destination. Usually by air express delivery, its takes around 3 ~ 5 days to reach destination from dispatch date. For certain destinations, the delivery preiod is slightly longer than usual as per courier schedule.

What units of packing are you offering?

The packing units we have are both consumer and bulk packing. The popular sizes are 1Kg, 5Kg, 25Kg, 10oKg while for few items it is in jars, bottles and pieces.

Do you offer customized and gift packing?

Yes we do but in that case charges apply and we would like you to request this while checking out.

Why was my order cancelled?

Your order may have been cancelled because of any of the following reasons:

  • Non-availability of the product(s)
  • Inaccuracies or errors in pricing information
  • Problems identified by our fraud detection department

We may put additional checks and verifications or seek more information before accepting any order. We will contact you if all or a part of your order is cancelled or if additional information is required to accept your order.

I don't have a credit/debit card. Can I still make a purchase at Alfa Store?

Absolutely! You can pay directly to Bank or through a payment transfer option such as Western Union or PayPal. Once you have a payment confirmation number, share same with us together with Order number at info@alfabrands.com

What are the different modes of payment at Alfa Store?

You can use any one of the following payment methods:

  • Credit card (Visa/ Master/ Amex etc.)
  • Paypal
  • Bank Deposit


I would like to pay when my order is delivered. Is that possible?

We do not offer payment at delivery option. The order can only be placed and executed once payment is received in full.

Do I have to pay any taxes at the time of delivery?

For international destinations, the consignee will bear the taxes and duties, if any, as applicable at destination.

How do I track the status of my order(s)?

1. Visit http://www.alfabrands.com/info/orderStatus

2. Enter your order ID and mobile number/e-mail ID

What should I do if I find my package opened or tampered with upon delivery?

Please don't accept an open or tampered package. Drop us an email at info@alfabrands.com with your order details to report such a delivery.

How do I cancel my order?

Drop us an e-mail at info@alfabrands.com with your order ID and the reason for cancellation within 24 hours of placing the order. For all valid reasons, we will cancel your order and initiate a refund of your order. In case a notification for cancellation is received after 24 hours, the order will not fall within the scope of cancellation or refund.

I want to return my product. What do I do?

RETURN

1. Email us for return of product with your order ID at info@alfabrands.com within 24 hours of receipt of product.

2. Send us back the product via courier (we suggest you go for a reputed courier company) within a day of the receipt of information from us. You are responsible for return shipping costs,  associated taxes, service charges by PAYPAL or payment processors or gateways  as applicable.

3. All returns (where no mistake has been made on the part of Alfabrands) will be subjected to a restocking fee of 20% of the invoiced amount.

4. All returns must have a return authorization (R.A) number to be accepted as a return. Returns sent back to Alfa Brands without an authorization number will not be credited to the customer.

When sending back a product, please ensure the following:

  • The product/products is unused and unaltered.
  • The product/products is returned in its original packaging along with the original price tags, labels, barcodes, invoices etc.
  • Return policy is only applicable to the full priced items.
  • Your original payment method will be charged or credited when the exchange/return  is processed.

 If all above conditions are in place, we will send a refund of the order without courier fee.

RETURN/ EXCHANGE OF SELF COLLECTED PRODUCTS

  • If you are not satisfied with your purchase and the product is in its original condition, you may return it to the same location from where it was collected within 48 hours of collection.
  • If your check/cheque is returned unpaid due to insufficient funds, we may electronically debit your bank account for the check/cheque amount and service fees as applicable.
  • Alfa Brands requires an identification (e.g., driver's license, social security card etc) for any returns.
  • All sales of Gift Cards are final and will not be refunded. 

 

How will I get a refund for the order I cancelled or product I returned?

REFUND

  • For returned products, we will first try to find a replacement for it. If we cannot, we will initiate a refund.
  • We will provide the required shipping documents with the order as may be relevant to the product or destination. The shipping documents will include Commercial Invoice, Airway Bill, Phytosanitary Certificate, Fumigation Certificate and Quarantine Certificate. In case the recipient is requested to submit a document by the courier company and the recipient refuses or is not able to get the shipment cleared, without any fault of the consignee, the refund will not be applicable.
  • For both cancelled orders and returned products, you will receive a refund within 7 business days. The refunds are dependent on external agencies, intermediaries such as banks, payment gateways, processors and external couriers.
  • Your original payment method will be charged or credited when the exchange/return  is processed.
  • Refund policy is only applicable to the full priced items.
  • The client will bear the courier charges, associated taxes, service charges by PAYPAL or payment processors or gateways .
  • Refunds will be issued in the currency that was used to make the purchase.


How long will it take to receive the refund?

You will receive a refund within 7-11 business days or earlier. The refunds are dependent on external agencies such as banks and payment gateways.

Which courier company do you use for delivery?

We have tied up with a number of reputed courier partners. The courier service provider for your order is selected based on your location.

Is it safe to use my credit card on this site?

Yes. All transactions on Alfa Store are 100% safe. We work with world-class payment gateways to process your payment. All the information is processed using SSL data encryption (secure encrypted connection), which protects the information from being viewed by anyone.

Why have I not received my product yet?

Due to unforeseen circumstances, it is possible that your order delivery may get delayed. We will send you an e-mail informing you about the delay along with the new expected delivery date.

Are there any hidden costs when I make a purchase at Alfa Store?

When you make a purchase at Alfa Store with or without freight/shipping fee, all costs are inclusive, meaning that is all we charge for. The taxes in your country are levied as per each destination's rules over which we do not have any control and these will have to be paid by you.

Do your products come with guarantee/warranty details?

Alfa Store assures 100% customer satisfaction, security, quality, support and value for money. Since the items we sell are of perishable nature, we can't offer guarantee/warranty.

My transaction failed but the money was deducted from my account. What do I do?

Drop us an e-mail at info@alfabrands.com along with your transaction details and we will look into it immediately.

I don't want to receive any e-mails from you anymore. What should I do?

Sorry if our emails have been bothering you.

You can unsubscribe from our e-mails by writing to us at info@alfabrands.com  with subject line ‘Unsubscribe’. We will appreciate if you let us know your reason(s) for unsubscribing, in order for us to serve you even better in the future.

Are there any perks of signing up on Alfa Store?

Yes. There are definitely a few benefits of signing up:

  • You will have quicker and smoother transactions;
  • Your past shipping addresses will be saved so that you don't have to enter them all over again for your next transaction;
  • You can track the history of every order with their details in your account.
  • You will be able to earn (through various promotions) introduced from time to time.

Thinking signing up is complicated? All you need to be ready with is your e-mail ID!

I don't remember my password. Help!

Don't worry. Here's what you need to do:

  1. Click My Account on the top right of the site page to access the login window.
  2. Click the Forgot your password link available on the bottom right of the login window.
  3. Enter your e-mail ID in the displayed field.
    We will send you a link in your e-mail.
  4. You can reset your password instantly by clicking the link.