What payment methods do you accept?
All major credit cards are accepted and processed via Stripe. Other payment methods include Paypal, Alipay and its global partners.
Where can I find my order number?
Once an order has been placed, a confirmation email will follow with your order number (5 digits beginning with #) and order details. Please check all your inbox folders as the confirmation email can make its way in your spam/junk folder.
In the event that you entered the incorrect email address or cannot locate your confirmation email, please contact customer support. You can also find your order number by logging into Account and clicking on Orders.
How do I check my order status?
You will receive order status updates via email. Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can also check the status of your order by logging into My Account and going into the Orders section.
- If your order status is Processing, this means that your order has been handed over to our operations team to be fulfilled and packaged.
- If your order status is Shipped, this means that your order has been handed over to the selected carrier and is on its way to you.
Where is my pre-order?
Pre-orders are for products that are not yet ready to be shipped and will be shipped after a certain date has passed. This will vary depending on the release date and you will receive updates concerning your pre-order status via email.
How do I cancel an order?
You can cancel your order within 24 hours of placing it by emailing us at info@privealliance.com. Reference your order number in the subject line and state your request in the body. You will receive an email notification confirming that the request has been received and that the refund process has been initiated. Please allow 5-10 business days, depending on our payment method for the transaction to complete.
Can I modify my order?
You can reach out to us within 24 hours of placing your order at info@privealliance.com and we will try to accommodate the changes before your order is processed. However, we are unable to guarantee the change. Once the order is shipped, Privé Alliance is unable to make any changes on our end.
I made the purchase minimum account but I don't see photocards added to my cart?
Photocards are added manually by our fulfillment team to orders that qualify.
I cannot sign into My Account?
If you cannot sign into your account and do not remember your password, click on “Lost your password” on the login page and input your username or email address. You will receive an email with a link to the email address associated with your registered account that will allow you to reset the password.
What size should I order?
To help you determine the right size for you, we provide product specific measurements for each garment and the size worn by the model alongside their height.
When will you restock products?
Any restocks will always be announced on social media. For updates on future restocks of any items, be sure to subscribe to our newsletter at privealliance.com and follow us on Twitter, Instagram, or Facebook.
What shipping methods do you use?
Orders are processed using FedEx, DHL and other carriers. Click HERE for more information on our shipping & handling.
Do you ship to P.O. Boxes?
No, we are unable to deliver to P.O boxes at this time.
How much will I pay for duties & taxes?
Privé Alliance cannot estimate how much duties & charges you will be charged. All orders are shipped DDU (delivery duties unpaid) and your local customs will be able to estimate the price. You are responsible for paying these fees in order to receive the package from your local courier.
What happens if I receive a damaged product?
Please reach out to info@privealliance.com so that our customer support team can assist you.
A damaged item claim will be opened and once the process is underway, our team will help figure out the best solution for you. Please do not send back any damaged products without our knowledge or confirmation. Visit this page for detailed instructions.
My order is missing one or several items?
In each shipping confirmation, the items included in the package will be stated on the packing list. If you did not receive an item or items in the packing list, follow the instructions HERE
How do I return or exchange an item?
Items may be returned within 30 days of delivery as long as they are unworn, with the tags attached and in the original packaging. Click HERE for more information on how to return your purchase. Shipping fees are non-refundable and you will be responsible for the courier fees to ship your return/s back to our warehouse. We do not process direct exchanges. We ask that you return your merchandise for a full refund and place a new order for the size or item you need.
When will I receive my refund?
From the day your return package is delivered to our warehouse, our returns team can take up to 5 business days to complete the return process. The return process verifies that your order is in suitable condition and our customer support team will confirm your preferred refund method. You will receive a refund confirmation email when the refund is applied. After this, it can take up to 10-15 business days for the refund to process back into the original method of payment.
Where can I physically buy your products?
Privé Alliance does not offer products in physical store locations. Pop-up events where official Privé Alliance products are sold are announced on our social media pages.
How can I contact your customer support?
You can reach us HERE or via email at info@privealliance.com. Please allow our customer support team to respond within at least 24 to 48 hours. Inquiries are answered accordingly by order of receipt. Visit our shipping and handling page for information about order shipment.