We currently do not offer refunds at this time, only exchanges or store credit.

- Items must be returned in new & unused condition, with all original packaging and tags attached.

- We cannot exchange clothing that has been worn or used. 

- Items that are returned with any perfumed scents will be rejected.

- Initial shipping charges cannot be refunded.

- We offer complimentary exchange shipping labels on domestic exchanges only. 

- International exchange shipping labels are not complimentary and must be paid for by the customer.

- Sale items are all final sale and are not eligible for exchanges or store credit. This includes items that are purchased with a promo/discount code/during annual sales/during sample sales.

- Store credit does not expire. Reach out to customercare@allinaliu.com for store credit inquiries. You will be provided with a checkout code once the item has been returned.

- ALLINA LIU reserves the right to refuse any exchanges which do not meet our return policy requirements or are returned without written approval.

If you would like to exchange an item purchased on www.allinaliu.com, please begin your exchange by clicking here within 10 days of delivery date. 

- Exchanges are only complimentary for U.S. based orders.

- We apologize but cannot accept exchange or return inquiries after the 10 day period.

- All exchanges must be shipped back to us within 7 days of the request approval. Any return labels scanned after the 7 days will be rejected and returned to sender. We will keep your exchange item on reserve for that time period. However, if your exchange is sent back after the 7 day window, the package will be rejected and exchange item will be released from the hold. This is as a courtesy to other customers who may want your reserved item.

- Sale items are all final sale and are not eligible for exchanges. This includes items that are purchased with a promo/discount code/during annual sales.

-If you are an international customer and need to create an exchange, you will be responsible for purchasing the return label and the new shipping label. If you have trouble purchasing new labels, we will provide them and send you an invoice. Once the original item is received in the studio and passes inspection and the new shipping invoice is paid, your exchange will be shipped and you will receive a new tracking number.

We will accommodate an exchange for items purchased on www.allinaliu.com the same style in a different size or color. For a different style, please reach out to customercare@allinaliu.com to receive store credit for your order, return your original item(s) with the pre-paid label that will be provided, and then place a new order online separately.

Exchanges are only processed upon receipt of returned item(s) and are based on stock availability. Exchanged items are shipped free of charge on only domestic orders. A maximum of ONE (1) complimentary exchange per order will be allowed (only valid for domestic orders). Any shipping labels for exchanges after will be at the cost of the customer. Once the item is received, we will send out your exchange request as soon as possible while notifying you with new tracking. 

To begin your exchange request, please click here.

Please click here to enter our exchange portal.

ALLINA LIU ships from Brooklyn, NY. Please allow 2-3 days for processing prior to shipment.

Every domestic shipment(s) will be prepared and delivered by means of UPS or USPS inside 2-3 business days, pending installment approval and check. Every international request will be delivered by means of UPS or USPS.

We are not responsible for lost or stolen packages. Please reach out to your courier should your package go missing.

Orders over $250 ship free in the United States. Orders over $800 ship free to the rest of the world.

We ship worldwide via UPS.

As of 6/6/2024, we will no longer offer USPS as an international shipping option due to the amount of lost packages with the courier.

-International shipping is a flat rate of $60 via UPS.

-Customer is responsible for import fees for all international orders if order is under $800 USD.

-We offer free shipping including import fees for orders over $800 USD.

-If you are an international customer and need to create an exchange, you will be responsible for purchasing the return label and the new shipping label. If you have trouble purchasing new labels, we will provide them and send you an invoice. Once the invoice is paid, your exchange will be shipped and you will receive a new tracking number.

-Exchanges are only complimentary for U.S. based orders.

-If the recipient refuses delivery of their order due to a customs charge your package will be considered abandoned and disposed of by the shipping carrier, (regardless of if the item is returned to the warehouse) and therefore, your order is not eligible for store credit or exchange.

Orders that are designated for shipment to countries outside of the U.S. may be subject to local taxes, customs, duties, and fees levied by the destination country ["Import Fees"]. The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees if your order is under $800 USD.

We offer free shipping including import fees for orders over $800 USD. If you refuse a shipment from ALLINA LIU, you are responsible for the original purchase and shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to ALLINA LIU.

Please note that we have no control over these charges and cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Cross-border shipments are also subject to opening and inspection if needed by customs authorities.

If the recipient refuses delivery of their order due to a customs charge, the package will be considered abandoned and disposed of by the shipping carrier, (regardless of if the item is returned to the studio) and therefore, your order is not eligible for store credit or exchange.

-The international shipping flat rate of $60 does not cover any of the import/customs fees and solely pays for the shipping label.

-Please consider your purchase carefully as you will be responsible for all customs fees and exchange fees.

Note that we do not receive any of the amount paid towards import fees- they belong to the logistics company & government and therefore we cannot refund you the fees or alter the amount. Our point of sale system generates the invoice automatically and the logistics company determines the cost.

WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES.

In the rare care your package goes missing, please contact the courier directly (usually UPS or USPS, please check your tracking information to find your courier). We cannot contact them on your behalf.

We have no insight into the logistics companies backends and do not have any more information than you do about your packages whereabouts. Please know that demanding a replacement impacts our small business aggressively and inhibits us from creating for you. We are not liable for stolen or missing packages.

Once the shipment leaves the studio, it is out of our hands. It is the customers responsibility to make sure they send their order to a safe and reliable delivery address.

We accept all major credit cards: VISA, MASTERCARD, DISCOVER, & AMEX.

Some styles are pre-order items. These products will clearly state in the product name that they are pre-order. Each pre-order style will provide a delivery estimate in the product description. On rare occasions, pre-order styles can run late or come early.

We will always be transparent with you on delivery dates and will email you with any updates.

Please note that USPS is the only service that can deliver to P.O. Boxes or APO/FPO addresses. If you need to have your item shipped to a P.O. Box, please select USPS as your shipping carrier. If you entered a P.O. box as your delivery address with any other carriers, we will reach out to you via e-mail to get an alternative address which may delay your delivery. 

We offer expedited shipping at additional cost charged separately. We do not offer expedited shipping on international orders.

If you'd like to add expedited shipping, please email us at customercare@allinaliu.com. The standard shipping amount selected at checkout will be deducted from the expedited service invoice.

-

Please note that the delivery time quoted during checkout is automatically generated and therefore may not be indicative of the true shipping time.

Priority Mail is not the same as expedited shipping. It is USPS's default title. If your order is needed by a certain date, please email us at contact@allinaliu.com so we can invoice you for expedited shipping.

Orders refused or deemed undeliverable by the courier will be returned to our warehouse. We will contact the customer via email and phone a total of three times before cancelling the order. Customers who still want to receive the package must pay for a new shipping label.

We are not responsible for instances where packages are refused/it is returned to sender because it was not picked up.

Once the shipment leaves the studio, it is out of our hands. It is the customers responsibility to make sure they send their order to a safe and reliable delivery address.

We reserve the right to refuse service to anyone for any reason. If your order was cancelled, you will not be charged.

This may have happened for a few reasons:

1. You requested an order cancellation.

2. Your order was flagged as having a high risk of being fraudulent and you failed to answer our emails requesting further information. For these orders, we require the customer to send us a photo of their ID as well as a credit card with the same name.

3. We had to cancel the order due to inventory issues. On the rare occasions this may occur, you will receive a follow-up email from us with a detailed explanation and discount code as an apology for the inconvenience.

4. You have been placed on our Do Not Sell To (DNST) list due to a past indiscretion. These indiscretions may include but are not limited to: if you filed a fraudulent chargeback in an attempt to keep your order for free, theft or attempted theft during a studio visit (which will also result in legal action), or if you were extremely difficult/disrespectful/rude to our staff (either in person or via email).

At Allina Liu, we truly value each customer and strive to provide the best service possible. However, our company has a 1-strike policy and we do not tolerate disrespectful communication. If you were placed on our DNST list, please note that any future orders that are identical or similar to your new order will be required to provide additional identification (regardless of who the purchaser is). Placement on the DNST list is permanent and cannot be appealed. You will not be given a notice of your placement on this list. If your orders are consistently immediately cancelled, then you are on the DNST list. Alternatively, you can email us at contact@allinaliu.com to inquire about your customer status and we will let you know if you are on the list.

We reserve the right to refuse service to anyone for any reason. If you are on our DNST list, you will be barred from shopping with us and all future orders will be automatically cancelled and refunded.

After fighting numerous baseless, illegal, and fraudulent chargebacks, the DNST list was created to protect us from the many individuals who are looking to take advantage of small businesses. If you were added to the DNST list, please respect our decision. We appreciate your understanding.

In the unlikely event that you receive a damaged or defective item, please contact customer service immediately at help@allinaliu.com and we'll make it right.

At Allina Liu, we truly value each customer and strive to provide the best service possible. We understand that shopping, either online or in-person, can be frustrating at times. However our company has a 1-strike policy and we do not tolerate disrespectful communication and criminal behaviors such as filing false chargeback claims.

We reserve the right to refuse service to anyone for any reason and our Do Not Sell To (DNST) list is now active. Individuals placed on this list have exhibited past indiscriminate behaviors.

These indiscretions may include but are not limited to:

• Filing a fraudulent chargeback in an attempt to keep an order for free.
• Being disrespectful/rude to our staff (either in-person or via email).
• Theft or attempted theft during a studio shopping visit (which will also result in legal action).
• Intentionally damaging any items, property, or attempting to assault any staff member during an in-person appointment (which will also result in legal action).
• Claiming that the package was not delivered and demanding a replacement when the courier and tracking reflects that the package was successfully dropped off.
• Refusing a package due to import fees.
• Attempting to haggle/negotiate lower prices.
  

If you were placed on the list, please note the following:

• Placement on the DNST list is permanent and cannot be appealed.
• You will not be given a warning or prior notice regarding your placement on the list. 
• Any future orders that are identical or similar to your new order will be required to provide additional identification (regardless of who the purchaser is). 
• You are banned from shopping with us at allinaliu.com and all future orders will be automatically cancelled and refunded.
• You will know you are on the list if your orders are consistently immediately cancelled. Alternatively, you can email us at contact@allinaliu.com to inquire about your customer status.

If you were added to the DNST list, please respect our decision. Emails that attempt to appeal an active status will not be answered. We are a small, self-funded business and cannot risk selling to those who have a history of theft or disrespectful behavior.

After fighting numerous baseless, illegal, and fraudulent chargebacks, the DNST list was created to protect us from the many individuals who are looking to take advantage of small businesses. We appreciate your understanding.

Our Brooklyn studio is now open again (by appointment only) to the public on select Mondays and Fridays. To learn more about how to make an appointment, please see here.

We look forward to welcoming you in!

Our sincerest apologies but we cannot accommodate walk-ins. Please note that there is a surveillance system and you will be recorded.

As a small company, we very rarely restock styles because we prefer to invest our funds into creating new pieces for you. The styles on the site will likely not be restocked.

Each style has a "restock possibility" in the item description and notes the likelihood of a restock.

You may also sign up for our newsletter in the footer for any potential restock notifications.

You will see a form field at checkout to enter your unique code. Gift cards work the same way!

We apologize for the inconvenience but we cannot honor codes that were not entered at the time of checkout.

At this time we cannot honor custom requests or tailoring.

If we feel there's potential for us to work together, we will contact you.

We respectfully ask you do not contact us with any partnership offers. Emails sent to us will not be answered. Any inquiries regarding collaborations can be sent to our PR representative: lindsey@lindsey.media.

Read about our journey to becoming a more sustainable brand here!

Designs and fittings are carried out in NYC. Our pieces are proudly and ethically produced in Guangzhou, China. Our factory is WRAP certified and BSCI certified. 

“Worldwide Responsible Accredited Production (WRAP) is an independent, objective, non-profit team of global social compliance experts dedicated to promoting safe, lawful, humane and ethical manufacturing around the world through certification and education. WRAP is headquartered in Arlington, Virginia, USA and has branch offices in Hong Kong and Bangladesh and additional representatives in India and Southeast Asia (Thailand & Vietnam).”

Thank you for your interest in joining our team! Please see current listings here.

Please reach out to natasha@markedshowroom.com

Please reach out to lindsey@lindsey.media.