Frequently Asked Questions


Q: The item I want to order is out of stock. How long will it take to be back in stock?

A: If you’d like to find out when something will be back, send an email to info@alderandalouette.com and we’d be happy to look that up for you. In your email, include the item and any sizes or colors, if applicable. 

Q: May I pre-order an item that is out of stock?

A: Yes, you may (if it has a preorder button)! If you’d like to pre-order an item that’s out of stock, look for the preorder button, add it to your cart and check out. As soon as it comes in, we will ship it out to you and notify you that it's on the way. 

Pre-Order Policy
Purchase preorder items separately from in-stock items if you do not want your in-stock items held to wait for the preorder to come in. If you purchase them together, they need to ship together. If you separate your orders, they will ship separately. If you purchase them together but then need your in-stock items right away, send us a message. We can send them and then send an invoice for shipping the preordered item, if needed.

Q: May I special order items?

A: If you’d like special quantities or colors, or if you don’t see what you want, contact us by email or text to see if we can find and order these items for you. We are happy to help! 

Q: Do you offer gift wrapping?

A: At this time, we do not offer gift wrapping. We hope to in the future. However, we do wrap many of our items in layers of tissue to protect the edges or surfaces from each other and we wrap them as attractively as we can.  

Q: Do you sell gift cards?

A: We do! We sell physical and electronic gift cards. Once an electronic gift card is purchased, we send the gift card code through email to the email address you provided at checkout. You may then forward the code to whomever it is intended for and he or she can enter the code at checkout. If you purchase a physical gift card, we will mail it to the address indicated for shipping at checkout. 

Q: Can a sale price be applied to an order placed before or after a sale?

A: Unfortunately, we cannot apply discounts to orders that have been placed before a sale began or after a sale ended. 

Q: An item I wanted to buy sold out during a sale. Do you offer rainchecks for the sale price?

A: We don’t offer rainchecks, and sale prices are limited to items on hand during the sale dates. However, you may send an email to us about the item you wish to purchase. We can look it up to see if any are on the way before the sale ends. We can let you know, and if you’d like to, you can still purchase it at the sale price as a preorder.  

NOTE:  This only applies if you have emailed us and we have confirmed more have been shipped and will arrive before the sale ends. Info@alderandalouette.com
Q: I found a discount code for your shop online but it doesn’t work. Why?
Discounts and Promo Codes

We may, in our sole discretion, create discounts and promotional codes that may be redeemed against your order subject to any additional terms that we establish on a per promotional code basis (“Promo Codes”). Promo Codes may only be used once per person per order per address. Only Promo Codes and Discount Codes sent to you through official Alder & Alouette communication channels are valid. Promo and discount codes found on other websites that we do not own are not valid and have been transmitted without our knowledge or permission. You agree that Promo Codes: (i) must be used for the intended audience and purpose, and in a lawful manner; (ii) may not be duplicated, sold, or transferred in any manner, or made available to the general public (whether posted to a public forum or otherwise), unless expressly permitted by us; (iii) may be disabled by us at any time for any reason without liability to us; (iv) may only be used pursuant to the specific terms that we establish for such Promo Code; (v) are not redeemable for cash; and (vi) may expire prior to your use

Products from Drewart, Fagus, and other specified items are excluded from any discounts and promo codes per their request.

Q: May I cancel or change my order after it’s been placed?

A: If your order hasn’t left our facility yet (has not been picked up by the shipping carrier yet), we may be able to change your order. If it has already left our facility, we can no longer make any changes to your order. Please send an email right away to info@alderandalouette.com to find out the status of your order.  Please note, we do not work on weekends or during most evenings and if you send us a message during a time we are already gone, we will respond as soon as we return. 

If you’ve already received a tracking number by email or text, your package has either had a mailing label created (and your shipping has already been paid for and been dropped off at the shipper) or it has moved beyond this and already been scanned in by the shipping facility. Either way, it has left our facility and is too late. 

SPECIAL NOTE ON REFUNDS:

We occasionally get an email asking if we can cancel an item and refund the money right away. We can cancel the item, but the refund, unfortunately, takes a minimum of 3 to 4 business days to return to your account. This is due to how credit card companies and banks work and is not our choice. We understand completely that emergencies happen and if we could, we'd have it back in your bank account within seconds, but we are at the mercy of the system just like you are. We will do our part and process your refund right away, but the rest is up to your bank or card company.  

Q: I changed my mind after I paid for the order, but it already shipped from your facility. May I refuse the shipment from the delivery carrier?

Yes, you can; however, if you refuse a shipment, you’re responsible for all shipping costs associated with returning the package and won’t be eligible to have original shipping costs returned either. Send an email to us if you’d like to return an unopened package that has been left on your doorstep and we’ll give you the return address information. This return address information is different depending upon which carrier you use to return the order: USPS or another carrier, such as UPS, FedEx or others like them have different delivery points for us. 

Q: Do you charge sales tax?

A: We use an automated sales tax system built into our e-commerce platform. This system automatically calculates your sales tax for us depending upon what state, county and city you’re shipping address is located within. If you are in a state where sales tax is not charged, you are required to keep up with that purchase total and report it to your state under their State Usage Tax system. 

Q: Do you offer wholesale terms?

A: We are a retailer and do not offer wholesale terms at this time. We have some products in development that may be offered for wholesale purchase in the future. When that occurs, we will list the application information on our website.

Q: Do you have an affiliate program?

If you are interested in working with us and representing our shop, please send an email to Jen at info@alderandalouette.com and she will get in touch with you.  

Q: Why do you recommend paying with a credit card instead of a debit card?

A: We recommend paying with a credit card instead of a debit card for a couple of reasons. Many credit cards offer extra insurance on products when purchased with a credit card. Yours may or may not, but if it does, it’s certainly a nice, extra perk on your side in case the postal service or other delivery service loses or damages your package. We are not responsible for loss or damage caused by the shipping service. They are their own company and therefore, responsible for their own actions.

In addition, because of internet fraud, some orders may be declined through our payment processor as a security feature to protect you based on certain filters, like address verification. If this happens and you used your debit card, your bank may put a hold on those funds until the transaction is no longer pending and/or they have spoken with you regarding what they see as a suspicious charge. This could take several days and during that time, those funds will not be available to you. We do not have control over this and unfortunately, cannot help you if this occurs. Using a credit card instead does not impact your bank account if your card is declined for any reason.

Q: Do you cover my package if it is lost, mis-delivered or damaged during shipment?

A: No, we do not cover your package if lost, mis-delivered or damaged during shipment by a shipping service. The shipping services we use are separate companies from us, and we relinquish our responsibility to them once they pick up your package and leave our facility. But we will help you file a claim if you do not know how to do this, or, in the event you chose a shipping method without insurance, we will help you look for other options for reimbursement, such as Pay Pal Protection or reimbursement through a credit card perk. We will do our very best to help you.  

Q: Do you ship Internationally?

A: Currently, we have begun international shipments again to Canada, Australia & New Zealand. There have been so many back & forth proclamations about borders closing and reopening and closing again due to war and/or pandemic conditions that it became nearly impossible for us to keep up with changes for other parts of the world. We hope to resume international shipping to most of the world again once things are not in so much flux.

We do ship to the contiguous United States, as well as Hawaii and Alaska. We currently do not ship to other U.S.A. Territories or islands. Depending upon the item, we ship some things to Canada. Oversized products, such as Banwood Bikes and heavy Drewart Castles, do not ship to Canada, but most items that are not oversized do. If you aren’t sure, when you reach checkout the software should let you know if an item in your cart isn’t shippable to your location. 

We reserve the right to change our policies as needed and without warning or notice to you, the customer. Information on this page is not a guarantee.

Q: Do you offer free shipping discounts?

A: Because we are a small family business, we do not make the kind of profits a large entity would that allows them to reduce or dismiss charges for shipping. In fact, we also do not have the volume of packages a large business would have that would also qualify us for steep shipping discounts from places like UPS or FedEx, which is another way larger companies can offer reduced or free shipping.

Currently, we can only offer free shipping discounts to the lower 48 states in the United States on occasion and when certain criteria have been met, usually a spending minimum of between $120.00 to $199.00. When we do this, we often make very little profit, if any, so it's not a constant guarantee to have free shipping, though we add it when we can. If we were a larger company and could get better discounts from shipping services or buy our products in larger bulk to get greater discounts from vendors, this would not be an issue. This is the crux of a small family business going up alongside large companies, unfortunately.

Q: What do you charge for shipping?

A: Shipping is calculated using the Shipping Rates of the service you choose: USPS, UPS or DHL. The type of shipment price offered by UPS, USPS and DHL depends upon many factors, including your distance from our shop, the total weight of the item or items ordered and the box dimemsions needed for the item or items ordered. We do not have any control over what the post office or UPS charges you. Thanks for your understanding. 

As our business grows, we hope to expand reduced and free shipping options. Until then, rates are solely determined by UPS, USPS, or DHL so please take advantage of any discount offers we promote to help offset your shipping costs. We post many of these discounts at the top of our homepage and e-mail others to subscribers.

Q: How long does it take to receive my order?

A: There are two different times that affect this answer: Processing Time and Shipping Time. Please see our shipping policy HERE

Drop-Shipped Items

A small amount of items are shipped separately from a different location than our shop or our warehouse and are considered ‘drop-shipped’. This can occur for various reasons, but whenever expected, will be indicated on the product description page.

Please allow extra time for delivery of drop-shipped items.

Average time for drop-ship delivery seems to range from no extra time needed or up to two weeks (for example, any in stock Banwood Bikes we do not have room for in our shop will drop-ship from the Banwood warehouse instead and could take up to 2-3 weeks to ship during peak holiday shopping periods or as little as 2 days to ship during off peak times ). Some items, such as Floris, Kelpie or Hawthorn Books, can take up to four weeks if shipping from the United Kingdom. Floris, Kelpie and Hawthorn books shipping from their U.S. distributor take about 3 days or up to 2 weeks to ship depending upon where you live!

If you need a drop-shipped item sooner, drop us a line at info@alderandalouette.com, and we'll see what we can do!

Drop-Shipping Note:

Common drop-shipped items shipped straight from the distributors warehouse to you include most Banwood Bikes (First Go and Classic Bikes, helmets and their newer Trike Bikes and scooters). It also includes many of the Floris, Kelpie and Hawthorn books. These books tend to sell in larger quantities than we have storage room for and so about 3/4 of them are drop-shipped from the publisher's U.S. distributor closest to you. Usually this takes less than 3-4 business days, but some Floris books actually come from the United Kingdom instead and can take between 2 to 4 weeks. Please be aware of this when ordering. If you need the book right away, please send us an email and we will see what we can do. 

Incorrect Shipping Address

Alder & Alouette is not responsible for orders that are placed with an incorrect shipping address. If you notice an error in your address send us a note ASAP to info@alderandalouette.com, and we will see what we can do if it hasn’t shipped yet. Any order that is returned to us due to an incorrect address is the responsibility of the customer for the re-shipment charges. Any order marked as 'delivered' but has not been delivered to you for any reason, needs to be addressed through the shipping company to find out where your package is or to make a claim. We can help you make the claim if you need help.  

Q: Will I receive a tracking number?

A: Once a shipping label has been transmitted and printed to be attached to your package, you will receive a tracking number, though it may be the next business day before your package is actually picked up. If you receive this number on a Thursday or Friday, it may not be picked up until the following Monday (or Tuesday if Monday is a holiday).  

Q: How do I return or exchange a product?

A: Our return and exchange policy is straightforward. You have 30 consecutive calendar days from date of purchase to complete your return or exchange. Email us at info@alderandalouette within the first ten days of the item being dropped off by the shipper for directions. See our Refund & Exchange Policy HERE for requirements and which items do not qualify for an exchange or return. 

NOTE: We reserve the right to change our policies as needed and without warning or notice to you, the customer. Information on this page is not a guarantee.

Still have a question ? 

Send an email to use at info@alderandalouette.com or fill out the form below and someone will be in contact as soon as possible. 

If you prefer mail, send your letter to us at: 

Alder and Alouette
Attn: Laura
1125 E Sunset Hill Rd
Shelton, WA 98584

 

 

 

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