E-Commerce After-Sales Policy
At ALE FERNÁNDEZ, we ensure the complete satisfaction of our customers in their digital purchases through www.alefernandez.pe. Our web after-sales service provides comprehensive support from the moment your garment is received.
01
Digital After-Sales Customer Service Channels
For any questions regarding an online purchase, customers can use the following official channels:
- Email address: alefernandezalpacafiber@gmail.com
- E-Commerce After-Sales WhatsApp: +51 971 915 703 (Customer Support: Monday to Saturday from 10:00 am to 8:00 pm).
02
Management and Inspection Process
Any request regarding a web order (questions about fit, delivery status, dissatisfaction, or incident reporting) must include the Web Order Number and buyer details. The customer support team will provide an initial response within 24 to 48 business hours.
03
Web Warranty and Refunds
If the garment purchased online has any defect attributable to the tailoring process, or if an incorrect item was sent, the customer is entitled to an immediate exchange at no cost or a full refund. Esta cláusula sólo aplica en diseños establecidos más no en pedidos personalizados. This clause only applies to standard designs and not to custom orders. Refunds will be issued through the same payment method used in the original transaction, subject to processing timelines set by the issuing bank (typically between 7 to 15 business days).