Frequently Asked Questions

This is frequently asked question, hope this can help you. Please read below!


Do I need an account to make an order?

You can make an order without making an account beforehand, you just need to fill in the data required during Checkout.

Although, we advise you to make an account because you will be able to enjoy points and it will be easier for you when making your next order.

Making an account is easy, just follow the instructions on the “Don’t have an account? Create one” link in the account page.

I forgot my password, what should I do?

Please click the “Forgot Password?” link in the LOGIN page and follow the instructions

What is an ID Order?

ID Order is a number code that is obtained when you’ve finished “checkout” and have made an order. You will receive a different ID Order for every transaction you make, ID Order also functions as a way to track your order and see every transaction history you’ve made.

I have made an order but didn’t receive an ID Order?

If you forgot your ID Order, you can directly click your account and then click your order history.

If there is no history of your order, it is most likely that the order you made before was not successful or has failed. You can re-order to get a new ID Order.

What do I have to do after completing an order and receiving an ID Order?

After you’ve received an ID Order, you can track the delivery of your order in the Account page.

Can I change or cancel my order?

For orders that have been verified, you can not change or cancel your order. But don’t worry, you can always return your purchase.

What if the item I receive doesn’t match or isn’t what I expected?

Don’t worry, you will be able to return the product that you purchased with any reason because customer satisfaction is important to us. For more detail, please visit the Return & Exchange page.

The order I received is incomplete, what do I have to do?

We are very sorry for the inconvenience, please email us your ID order number and the item you did not receive to our email


Can I get free shipping?

We provide free shipping throughout Indonesia for a minimum purchase of IDR 750,000. Don’t forget to choose free shipping on the shipping method.

How long will it take to receive my order?

Please visit the Shipping Information for your delivery details.

What delivery courier does Aleza use?

We partner with local SiCepat couriers to deliver your order.

When will my order be processed for delivery?

Deliveries are only made during our working days and hours.
Monday - Friday: 09.00 - 17.00
For orders placed outside of office hours will be processed the next day during office hours.


How do I decide on the right size for me?

We never want to send you something that doesn't fit properly. We provide a feature “Find My Size” in every product page. All you have to do is fill in your weight and height, our system will help provide you guidance for the ideal size based on your body.
You can also measure manually, to find out more about how to measure the right size for you, please visit the following Size Guide page

What is a Pre-Order?

For products that are labeled Pre-Order, that means the product isn’t available to be delivered instantly. The time it takes to process for delivery varies from 2 - 4 weeks for every product. Make sure you accept the TnC and the estimated delivery schedule is listed on the Product page.

When is a new collection released?

Please follow our Instagram account @alezalabel, or join our Email list to stay up-to-date with the newest collections that will be released.

The product I want is sold out, will I still be able to purchase it?

Unfortunately, we do not restock all our products that have been sold out, for some products that will be restocked again, make sure you have joined our Email list to get the information.

Point Member

What are the benefits if I register as a member?

By registering you will get many benefits. Besides receiving the newest information, you will also get notifications about our newest arrivals, promos, and not only that, by being a member you will receive points for every transaction that you make on the webstore.

How is the calculation and how to use the points?

Please click here for more details: Point Rewards

Payment, Promo & Gift Voucher

What payment methods are available?

Credit Card
Currently, we accept payment from credit card and even debit with VISA, Master Card through Xendit services as a payment gateway, we recommend this method of payment because it is faster and you don’t need payment confirmation.

We also accept payment using GoPay, OVO, and Shopeepay.

Do I need to confirm my payment? 

You do not need to confirm your payment again because it will be verified automatically in our system.

How will I know if Aleza is having a promo?

Follow our Instagram at @alezalabel and join our email list to get the latest information about ongoing and upcoming promotions.

How do I use Promo codes?

When you are ready to check out, input the voucher code in the column of the checkout page 

Discount will automatically change the total of your order

How do I purchase an Aleza Gift Voucher?

Please click here to purchase Gift Voucher

What will happen if the Gift Voucher I purchased has not been received?

It can take up to 24 hours from the time you place an order to send a Gift Voucher.

If it has been more than 24 hours since you’ve placed an order, please ask the recipient to check their Junk Mail. If it isn’t there, contact our Customer Service team with the following details and they will do their best to replace it for you:

The order number you received when ordering the Gift Voucher or the email address that is registered on the account that ordered the voucher
Value of Gift Voucher
Email address the Gift Voucher was sent to

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at

Or you can contact us through our customer service! We’d be happy to help.
Contact Us