Log in to track your order
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When your order leaves our warehouse, we send you an email to let you know that your package is on its way. There will be a link to track where it is. If you already have your tracking number, you can see where your package is.
If your order is shipped by Mondial Relay (enter the tracking number and postal code): https://www.mondialrelay.be/fr-be/suivi-de-colis/
If your order is shipped by FEDEX: https://www.fedex.com/fr-be/tracking.html
Sometimes, your package may be delivered to a different location, such as a drop-off point. The carrier will inform you if this happens.
Know that your package may be delivered by someone else if the first delivery attempt fails. This can happen without you knowing. Please check the tracking link to find out where your order is.
Track your package from your customer account
Log in with your information.
Click on “My orders” and choose the order you want to track.
A message will display: “Your order has been shipped. Track it with the tracking number XXXXXXX or by clicking here.
A new window opens with the step-by-step tracking of your package.
If your package is marked as delivered but you don’t have it, check your mailbox. If you weren’t there when the package arrived, there should be a delivery notice. Also check with your neighbors if someone picked it up for you. Note, no signature is required upon delivery.
RELATED ANSWERS
Absent at the time of delivery
Items are missing from my package
Did you receive a damaged package?
Our delivery is FREE if you order at least €45.00 for pickup point and if you order at least €69.00 for home delivery. Below that, delivery to pickup points costs €3.99 and home delivery €7.49.
Delivery to the Netherlands:
NOur delivery is FREE if you order at least €70.00 for pickup point and if you order at least €100.00 for home delivery. Below that, pickup point delivery costs €6.99 and home delivery €9.99.
Delivery to Canada:
Our delivery is FREE if you order at least €150.00 for home delivery. Below that, home delivery costs €24.99.
Our home delivery costs €49.00.
Returns are free if there is an error in the ordered products or defects. Otherwise, the return is at the customer's expense.
You can collect your order at a pickup point or a Mondial Relay parcel dispenser.
WARNING: The choice of the relay point is made after payment, an interactive map then appears with the relay points closest to your home.
Pickup point
A pickup point can be a post office or a Mondial Relay Point, a Mondial Relay parcel dispenser. You will see the hours of each pickup point when choosing on the interactive map.
After your order arrives at the pickup point, Mondial Relay will send you an email. You have 7 days to pick up your package before it is returned to Al-imen.
Delivery takes 1-4 business days in Belgium, France, Netherlands, Germany, Spain, Portugal, Italy, and Luxembourg. 2-10 business days for the rest of the world.
Log in to track your order
Log in
We will tell you when your order should arrive in your customer account and in your order confirmation email. The timing may change depending on the items and how they are delivered.
You will find a more precise estimate of the delivery date in the shipping confirmation email sent to your email address once your order is shipped.
To learn more about delivery, visit the Mondial Relay or Fedex website, depending on your order.
The delivery date of your package was given in your confirmation email. Don't forget that it can take up to 2 days for your order to be shipped.
You will receive an email when your package leaves our warehouse. If your tracking link works, don't worry! Your package will arrive on time.
There is a delay in preparing your order, delivery may be delayed.
Our customer service has no further information on your order tracking link.
You can receive your order in different ways:
Package sent with Fedex:
If you are not at home when the delivery is attempted for the first time, a delivery notice will be left in your mailbox, or on your parcel tracking link.
Then, you have two choices:
To learn more about delivery, visit the FEDEX website.
Package sent with Mondial Relay:
If you are not at home when the delivery is attempted for the first time, a delivery notice will be left in your mailbox, or on your parcel tracking link.
Your package will then be directed to the nearest available Mondial Relay pickup point to your home for 7 days.
Al-imen now offers Express delivery in Belgium for an amount of €6.90. If you choose Express delivery, Bpost will deliver your order the next business day between 5:00 PM and 10:00 PM. If the delivery address is in Luxembourg, DHL Express will deliver your order the next business day between 8:00 AM and 6:00 PM. You can choose this option at step 4 of your order: "Validation."
What are the terms of use for express delivery?
You can see the delivery status in your customer account.
Express delivery is not available if you choose a pickup point.
Partner items cannot be sent by express delivery for logistical reasons.
You can choose express delivery from Monday to Friday (except public holidays).
Can I change the delivery address and schedule?
With express delivery, you can! Our logistics partner will send you a delivery confirmation email. You can use this email to choose another delivery address, even at a relay point, or change the delivery day.
What are the payment conditions for express delivery?
Al-imen offers this option and Bpost executes it. You must pay for this option when ordering.
What are the refund conditions for express delivery?
It may happen that Al-imen or Bpost cannot deliver on time. In this case, we will refund the €6.90 you paid. Express delivery has a deadline, and if it is exceeded, we will refund you.
If you are absent during delivery, Bpost will send you a coupon to arrange a new delivery. In this case, Al-imen cannot refund the express delivery.
RELATED ANSWERS
Delivery methods
Track a package
The journey of the Al-imen package
How does Al-imen send you your orders? What path does your package follow? Here are the steps of the delivery process:
After receiving your package, check if your items are in good condition and complete. If not, contact our customer service by email (support@al-imen.be).
Changing your delivery address is possible as long as your order is not confirmed. If it is, you can cancel the order in question and place a new one at a different address.
If the order is already confirmed and being prepared by our staff, it is unfortunately no longer possible to change the address or cancel the order.
If you choose to have your order delivered to your workplace, do not forget to provide all additional information (doorbell, floor, reception hall, ...).
Do you think one of your orders has not been delivered?
Sometimes, several orders arrive in the same package. In this case, Al-imen notifies you in advance in the order confirmation email. You can see the details of this all-in-one delivery by going to the "my orders" section in your customer account.
We group these orders to deliver to you in an ecological and fast way. Nothing changes for you!
Do you want to return an item?
If you want to return different orders from the same package, you can also group them in that same package.
At the moment, it is unfortunately not possible to choose the delivery time.
We hope to make this service available very soon!
For logistical reasons, your Al-imen 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.
FedEx is a home delivery service. This service, in partnership with Al-imen, delivers to you Monday to Friday from 8 a.m. to 6 p.m.
What are the delivery options?
FedEx offers you the option to receive your items at home. You can request that the package be delivered to a safe place by following the link sent to them by email the day before delivery (until midnight).
You do not have the option to select the delivery time. However, you can select another delivery date by following the link sent by email the day before delivery (until midnight).
You will receive a time slot for your delivery by email.
How to select home delivery?
You can choose home delivery for your order just as other delivery methods are selected:
At the second step of the order process: select "home delivery" as the delivery method.
Provide the necessary information (also include your phone number to be notified of the order's arrival on the day of delivery).
At the time of order confirmation, FedEx will inform you by email and/or SMS about the delivery steps.
What if I am not home at the time of delivery?
FedEx will make a first delivery attempt. If this fails, the delivery person leaves a notice in your mailbox and will deposit your package at the depot awaiting your instructions. Without instructions, the delivery person will make a second delivery attempt 2 days after the first.
If you are not available during the second delivery attempt, the courier may leave the package with a neighbor or a trusted third party ("guardian" or "concierge"). You can also request that your package be delivered to a pickup point by changing your delivery address using a link available in the email received the day before delivery.
You will receive a notification informing you of the delivery failure, with a link to follow to arrange a new delivery attempt with FedEx. The notification also mentions a phone number to call to arrange a new delivery, charged at the price of a local call.
What happens if my package is lost or delayed?
We understand that the late arrival of a package can be frustrating. In such cases, we act quickly to resolve the situation. As soon as you inform us of a delayed package, we open an investigation with our carrier to obtain precise information about the situation.
If our investigation confirms that the package is indeed lost, we will fully refund your order within 14 days. Your satisfaction is our top priority, and we are committed to adequately compensating you for any inconvenience caused by the loss of your package.
Since every situation is unique, we handle cases individually with special attention. If you have any further questions regarding lost packages or refunds, do not hesitate to contact our customer service team. We are here to help you and find a satisfactory solution.
Please know that we are constantly working to improve our delivery process to minimize the risk of lost packages. Your satisfaction is our commitment, and we do everything possible to make your shopping experience pleasant and worry-free.
Oui, nous expédions dans le monde entier. Les frais de livraison s'appliqueront et seront ajoutés lors du paiement. Nous proposons des réductions et des promotions toute l'année, alors restez à l'écoute pour des offres exclusives.
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
Es depende del creador y del producto. Todas las opciones están detalladas en la página del producto, así que busca las opciones de personalización allí.
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.
