Track a parcel

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When your order leaves our warehouse, we send you an email to let you know your parcel 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 parcel is.

If your order is sent by Mondial Relay (enter the tracking number and postcode): https://www.mondialrelay.be/fr-be/suivi-de-colis/

If your order is sent by FEDEX: https://www.fedex.com/fr-be/tracking.html

Sometimes, your parcel may be delivered to a different location, such as a drop-off point. The carrier will let you know if this happens.

Be aware that your parcel may be delivered by someone else if the first delivery attempt does not work. This can happen without you knowing. Please check the tracking link to see where your order is.

Track your parcel 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 will open with the tracking of your parcel, step by step.

If your parcel is marked as delivered but you haven't received it, check your mailbox. If you were not there when the parcel arrived, there should be a delivery notice. Also check in your neighborhood if someone picked it up for you. Please note that no signature is required upon delivery.

RELATED ANSWERS

Absent at the time of delivery

Items are missing from my parcel

Did you receive a damaged parcel?

Is delivery and returns paid?

Delivery in Belgium:

Our delivery is FREE if you order for at least €49.00 at a pick-up point and if you order for at least €69.00 for home delivery. Below that, delivery to a pick-up point costs €3.99 and home delivery €7.49.

Delivery in the Netherlands:

Our delivery is FREE if you order for at least €45.00 at a pick-up point and if you order for at least €79.00 for home delivery. Below that, delivery to a pick-up point costs €4.99 and home delivery €9.99.

Delivery in Luxembourg:

Our delivery is FREE if you order for at least €45.00 at a pick-up point and if you order for at least €79.00 for home delivery. Below that, delivery to a pick-up point costs €4.99 and home delivery €9.99.

Delivery in France:

Our delivery is FREE if you order for at least €49.00 at a pick-up point and if you order for at least €100.00 for home delivery. Below that, delivery to a pick-up point costs €4.99 and home delivery €9.99.

Delivery in Italy:

Our delivery is FREE if you order for at least €150.00 for home delivery. Below that, home delivery costs €15.

Delivery in Germany:

Our delivery is FREE if you order for at least €65.00 at a pick-up point and if you order for at least €85.00 for home delivery. Below that, delivery to a pick-up point costs €6.50 and home delivery €8.50.

Delivery in Spain:

Our delivery is FREE if you order for at least €64.99 at a pick-up point and if you order for at least €100.00 for home delivery. Below that, delivery to a pick-up point costs €6.49 and home delivery €9.99.

Delivery in Portugal:

Our delivery is FREE if you order for at least €70.00 at a pick-up point and if you order for at least €100.00 for home delivery. Below that, delivery to a pick-up point costs €6.99 and home delivery €9.99.

Delivery in Canada:

Our home delivery costs €29.99.

Delivery in the United Kingdom:

Our delivery is FREE if you order for at least €150.00 for home delivery. Below that, home delivery costs €15.99.

Delivery in Switzerland:

Our home delivery costs €29.99.

Delivery in the USA:

Our home delivery costs €35. Delivery takes 2-10 business days.

Delivery to other European countries:

Our delivery is FREE if you order for at least €150.00 for home delivery. Below that, home delivery costs €24.99.

Delivery in Asia:

Our home delivery costs €49.00.

Returns:

Returns are free if there is an error in the products ordered or defects. Otherwise, the return is at the customer's expense.

Receive my order at a pickup point

You can pick up your order at a pickup point or Mondial Relay automated parcel locker.

ATTENTION: The choice of relay point is made after payment, an interactive map will then display with the relay points closest to you.

Pickup point

A pickup point can be a post office or a Mondial Relay Point, a Mondial Relay parcel distributor. You will see the opening hours of each pickup point when selecting on the interactive map.
After your order arrives at the pickup point, Mondial Relay will send you an email. You have 7 days to collect your parcel before it is returned to Al-imen.

Delivery times

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

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We will tell you when your order should arrive in your customer account and in your order confirmation email. The deadline may change depending on the items and how they are delivered.

You will find a more accurate estimate of the delivery date in the shipping confirmation email sent to your email address, once your order is sent.

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. Remember that it may 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 could be delayed.

Our customer service does not have more information about the tracking link for your order.

Delivery modes

You can receive your order in different ways:

• at a pickup point
• at your home or workplace
• in an automated parcel locker - Mondial Relay - FEDEX

I was not at home at the time of delivery

Package sent with Fedex:

If you are not at home when delivery is first attempted, a delivery notice will be left in your mailbox, or on your package tracking link.

Then you have two options:

• Call Fedex to choose a new delivery date.
• Modify your delivery preferences on your package tracking link.

To learn more about delivery, visit the FEDEX website.

Package sent with Mondial Relay:

If you are not at home when delivery is first attempted, a delivery notice will be left in your mailbox, or on your package tracking link.

Your package will then be directed to the nearest available Mondial Relay pickup point near you for 7 days.

Express Delivery Terms and Conditions

Al-imen now offers Express delivery in Belgium for €6.90. If you choose Express delivery, Bpost will deliver your order the next business day between 17:00 and 22:00. If the delivery address is in Luxembourg, DHL Express will deliver your order the next business day between 8:00 and 18:00. You can choose this option at step 4 of your order: "Validation".

What are the conditions for using express delivery?

You can view the delivery status in your customer account.

Express delivery is not available if you choose a pickup point.

Partner items cannot be sent via express delivery for logistical reasons.

You can choose express delivery from Monday to Friday (except public holidays).

Can I change the delivery address and time?

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 pickup 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 placing your order.

What are the refund conditions for express delivery?

It is possible that Al-imen or Bpost cannot deliver on time. In this case, we refund the €6.90 you paid. Express delivery has a deadline, and if it is exceeded, we refund you.

If you are absent during delivery, Bpost will send you a voucher to arrange a new delivery. In this case, Al-imen cannot refund the express delivery.

RELATED ANSWERS

Delivery methods

Track a parcel

The journey of the Al-imen parcel

The journey of Al-imen packages

How does Al-imen send your orders? What path does your package follow? Here are the steps of the delivery process:

1. Your order is prepared in one of our warehouses in Belgium.
2. Your order is picked up by Mondial Relay or Fedex.
3. Arrived at the parcel center, orders are sorted according to postal codes.
4. The carrier delivers your package to the delivery address you specified when placing your order.

After receiving your package, check that your items are in good condition and complete. If not, contact our customer service by email (support@al-imen.be).

Receive my order at another address

Changing your delivery address is possible, as long as your order has not been validated. If this is the case, you can cancel the order in question and place a new one at a different address.

If the order has already been validated and is being prepared by our staff, unfortunately it is no longer possible to modify the address or cancel the order.

If you choose to have your order delivered to your workplace, don't forget to indicate all additional information (Doorbell, floor, reception hall,...).

Multiple orders delivered at once

Do you think one of your orders has not been delivered?

Sometimes, multiple orders arrive in the same package. In this case, Al-imen notifies you in advance in your order confirmation email. You can see the details of this delivery all in one by going to the "my orders" section in your customer account.

We group these orders together to deliver them to you in an ecological and fast way. Nothing changes for you!

Do you want to return an item?

If you wish to return different orders from the same package, you can also group them in the same package.

How to choose the delivery time?

For now, unfortunately it is not possible to choose the delivery time.

We hope to make this service possible very soon!

Delivery in multiple packages

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.

Delivery with FedEx

FedEx is a home delivery service. This service, in partnership with Al-imen, delivers to you Monday to Friday from 8am to 6pm.

What are the delivery options?

FedEx offers you the possibility to receive your items at home. You can request that the package be delivered to a safe location by following the link sent to them by email the day before delivery (until midnight).

You do not have the ability 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 by email a time slot for your delivery.

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: select "home delivery" as the delivery method.

Provide the necessary information (also indicate your phone number so you can be notified of the arrival of your order on the delivery day).

At the time of order confirmation, FedEx will inform you by email and/or SMS of the delivery stages.

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 of passage in your mailbox, and will deposit your package at the depot pending your instructions. Without instruction, 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 entrust the package to a neighbor or trusted third party ("caretaker" or "concierge"). You can also request that your package be delivered to a pickup point by modifying 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 rate of a local call.

Lost Package - Refund

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 accurate information about the situation.

If our investigation confirms that the package is indeed lost, we will refund your entire order within 14 days. Your satisfaction is our absolute priority, and we are committed to compensating you adequately for any inconvenience caused by the loss of your package.

Since each situation is unique, we handle cases individually with special attention. If you have any further questions regarding lost packages or refunds, please 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 in order to minimize the risk of package loss. Your satisfaction is our commitment, and we do everything in our power to make your shopping experience pleasant and worry-free.