How to cancel an order?

Did you order the wrong item from Al-imen? Changed your mind? No problem!

Click on the "My orders" section in your Al-imen customer account.

• Select an order by clicking on "View order".
• Click "Cancel order" if you want to cancel an entire order, or "Cancel an item" if you want to cancel a single item. Then follow the instructions displayed on the screen.
• If your order has not yet been prepared, you can still cancel it. If the deadline has passed, you can return it for free.
• It is not possible to undo a cancellation. You can always place a new order.
• Orders placed with a promo code cannot be canceled.
• No address change is possible after an order is confirmed. You can always cancel the order in question and place a new one with a different address.
• Partner Items: If you ordered several items from the same Partner at once, they cannot be canceled individually. They will all be canceled together.

Items are missing from my parcel

For logistical reasons, your Al-imen order may be delivered in several parcels.

To offer you a wide choice of products, Al-imen works with a selection of partners.

When you buy a partner item, you may receive this item separately from the rest of your order if this item is shipped directly by our partner.

You can also get tracking for your partner parcel from your Al-imen customer account.

If despite this check you cannot find the missing items, do not hesitate to contact Al-imen customer service via the online form https://al-imen.com/pages/contact by choosing the subject "complaint" or via support@al-imen.be . 

Enter your order number to facilitate quick processing.

If your request concerns an item, please take its reference, available in the "description" section of the product.

How to modify an order?

You cannot modify an order after validation, for a size or color change of an item, the payment method or the delivery address at Al-imen.

You can always cancel your order ONLY if it has not yet been prepared.

I validated my order but did not receive a confirmation email

You ordered an item on Al-imen, you successfully completed the validation step and you did not receive an email confirming your order? Do not worry, at Al-imen when your order is validated, you are sure to receive it at the address you provided. Before contacting us, we simply ask you to check various elements.

1- Check your email address

Sometimes, it is possible that Al-imen is classified in your mailbox as junk mail or considered as commercial email. To do this, we advise you to check these different folders in your mailbox. To avoid having to repeat this action, we also advise you to save Al-imen in your contacts.

2- Check your customer account and your email address

First, please check the email address you provided in your customer account.

Next, we invite you to go to the my orders section within your customer account. If you placed an order and it is validated, you will see it appear in detail. In this section, you will also be able to see its delivery status and the payment method you selected.

Otherwise, if your order does not appear, it means it was not completed. We therefore advise you to place a new order to receive your items.

If doubts remain despite these checks, our specialists are available to answer your questions via the online form https://al-imen.com/pages/contact by choosing the subject “Claim” or via support@al-imen.be . .

Did you receive a damaged package?

We apologize for this inconvenience, but we hope your items arrived complete and intact.

If the damage only concerns your package and you want to return an item from this order, you can use any package to do so.

Please use the documents we provided with your order to facilitate your refund.

Thanks to the provided voucher, you can return items you do not want. Al-imen cannot provide you with packages to replace the damaged package.

RELATED ANSWERS

I want to return one or more items

Return conditions

I received the wrong size/color

We invite you to return the item in the wrong size/color free of charge and check the availability of the desired item on our site. If the item is available, we advise you to order it as soon as possible. The returned item will be refunded to you as soon as possible depending on the chosen payment method.

Items in your cart or favorites are not reserved. For more information, you can consult our section Return an item.

If you receive the item(s) in the wrong size or color twice in a row, we advise you to contact our customer service via the online form https://al-imen.com/pages/contact by choosing the subject "complaint" or via support@al-imen.be . .

It is not possible to make an exchange.

Place an order

To place an order, log in or register if this is your first visit by clicking on My account.

Select the items and add them to My cart.

1. Choose your items
2. Add to cart

Once you have finished selecting items, return to My cart to finalize your order (see screenshot below).

1. Access your cart

Check your order then click on "Place order" (see screenshot below).

1. Order

Choose a payment method (see screenshot below). You will find more information in Payment Methods. At this stage, you can also enter the discount codes for your gift vouchers or discount coupons. For more details, please see our Gift Vouchers and Discount Coupons section.

1. Validation: Enter the discount code

At the next step, you can check your order information one last time (see screenshot below). Please check your delivery address and your discount code if you have one. If everything is correct, click "Place order" to confirm your order.

Order delivered in multiple packages.

For logistical reasons, your order may be delivered in two or more packages.

In this case, an email will be sent to you for each package as soon as your order leaves our warehouse. Each email contains a tracking number.

Does your order include one or more Partner items?

It is possible that you receive them in a separate package. Once shipped, we will send you a confirmation email.

RELATED ANSWER

What is a partner item?

Reserve an item

It is not possible to reserve an item.

When you add an item to your cart or favorites, it remains available to other customers. The item can thus disappear from your cart before you confirm your order.

To be sure to get the desired item, we advise you to order it as quickly as possible.

Why was an item or your order canceled?

If your order was canceled by Al-imen, this is usually due to a stock shortage or an error by the warehouse during packing.

The items you ordered may be very popular and it is possible that an item is out of stock just before you place the order. In rare cases, the stock cannot be updated in time in our system and the item will be canceled. We are sorry!

If the items are still available on the website, you can try placing a new order.

If you paid by credit card, we did not charge you for the canceled items, and if you paid by PayPal, it may take up to 48 hours before the money appears back in your account.