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ALBER & AMIGOS ACCOUNT

 

- How do I create an account?

To enjoy free express shipping on all orders, create your account by clicking on the "Alber & Amigos" in the main menu or on the account icon at the top right of our homepage and selecting "Create an account". Your first and last name, an email address and password are required information to complete an "Alber & Amigos" account.

- I forgot my password. What do I do?

To reset your password, visit the account sign-in page by clicking on the account icon at the top right of our homepage, or "Alber & Amigos" from our main menu and selecting "Password forgotten", under the "send" button. Please provide the email address you used to create your "Alber & Amigos" account and you'll receive a link in your inbox to reset your password.

- How does My Lovelist work?

Create or log-in to your "Alber & Amigos" account to save your favorite products for future reference by clicking on the heart icon at the top right of the product picture or product page.

- What is the NFC Tag? How does it work?

Our NFC Tags contain access to exclusive experiences: behind the scenes videos, style boards, an Amigos streaming wall, and so much more. To enjoy the content, unlock your smart phone and tap it against the "Alber & Amigos" logo on the garment care label. To learn more about NFC and your smart phone's compatibility, visit tap.io.tt.

- How do I delete my account?

Please send your request to our customer service via our Contact Form.

 

PRODUCTS & CARE

 

- Where are AZ Factory Creations manufactured?

In every product description you can find more information under "Materials & Care" to verify the sourcing, origin and composition of our materials.

- What is AZ Factory's AnatoKnit and how does it work?

AnatoKnit is AZ Factory's new innovative knitwear technology composed of ENKA® Viscose and Lycra. This ultra-soft and flexible textile is specially engineered to strategically sculpt and support the body, while allowing for breathability and comfortable movement. Different knitting techniques invisible to the human eye work with the natural curves of the body to provide gradual compression in specific targeted areas.

ENKA® Viscose is a natural polymer based on the renewable raw material wood, which consist of 40-50% cellulose - the most common organic and renewable plant material.

- Where else can I find authentic AZ Factory Creations?

Every product purchased from our online Boutique or from one of our authorized online retailers, farfetch.com, net-a-porter.com and fengmao should be considered authentic.

- How do I take care of my product?

We include detailed instructions for the care of your garment in every product description under "Material & Care".

 

SIZE GUIDE

 

- How do I find the right size for my product?

We include a "Size Guide", a conversion chart, as well as sharing our models' measurements in every product description. For more help on choosing a size, please contact our Customer Service using our Contact Form.

 

ONLINE ORDERS & PAYMENTS

 

Orders:

- How to place an order on the website?

  • We recommend you first create an account to fully enjoy the "Alber & Amigos" experience;
  • Please confirm your shipping country and currency available at the bottom of the main menu;
  • You can check and modify the content of your shopping cart by clicking on the shopping bag icon in the upper right menu bar and selecting "Go to Cart".

While checking out, verify that all the mandatory fields are filled in correctly: shipping and billing address, country, phone numbers...;

  • By clicking on "Place order and pay" you accept our Terms and Conditions and those of our fulfillment partners.

Once your payment is completed, you will receive a confirmation email with your order details. You will receive a second email with tracking information once your order is shipped.

- Why can't I find my order confirmation email?

Please allow one hour in order to receive your order confirmation email. You may also check your Spam folder or search your inbox for the email address, 'do-not-reply@global-e.com'. 

- Can I change, edit or cancel my order?

We are unable to modify orders once they have been processed. We attempt to process all orders quickly in order to ensure the shortest shipping times. Please review the Returns FAQ section for more details or contact our Customer Service via our Contact Form for further information.

- The product I want is not available. What do I do?

You can set email alerts for the products you would like to purchase by clicking on "Notify Me" in the product descriptions.

- How does pre-order work?

To purchase a pre-order item, add the items to your cart and check-out as you would a standard order. Your pre-order items will ship as soon as stock becomes available, usually within 4 to 5 weeks. It's also possible to purchase available items and pre-order items together as they will ship separately.

- My order has been cancelled. Why? What should I do?

If your order was cancelled, you should receive an email detailing the reason. Please kindly note that your credit card is charged upon shipment only, so if your order is cancelled you will not be charged. Our Customer Service is available for further assistance.

Reason why an order may be cancelled:

  • Out of stock
  • Unverified information
  • Payment declined
  • Technical Issues
  • Address discrepancies

 

Payments:

- What currency can I shop in?

Currencies are based on the shipping country, available at the bottom of the main menu. Prices will automatically convert to the corresponding currency.

- What payment methods do you accept?

We accept all major credit cards, debit cards, PayPal, and other payment methods. During the check-out process, supported payment methods are displayed automatically.

- When will I be charged?

Your credit card is charged as soon as your order is shipped. Should you see a charge prior to shipment on your statement, please kindly note that it is only a pre-authorization, which is managed by your payment provider. Payments made via PayPal are immediate.

- Is my online payment secure?

We use a secure server software over a Secure Socket Layer (SSL) line to protect your payment information. All personal and credit card information is encrypted.

- My payment method was refused. What should I do?

We recommend you check your payment credentials first and eventually contact your bank for further information. Please contact our Customer Service if you would like to receive assistance.

- Where can I find my invoice and tax information?

If you need a copy of your invoice, please get in touch with our Customer Service via our Contact Form.

 

SHIPPING & TRACEABILITY

 

Shipping:

- What countries do you deliver to?

We ship to many locations world-wide. You may view and select your shipping country at the bottom of our main menu.

- How long will it take to receive my order?

Orders are processed and shipped Monday through Friday, excluding holidays. Orders completed over weekends will be processed the following Monday. Please allow up to 48 hours for your order to be processed and shipped. Delivery may take an additional 1 to 7 days, not including weekends and holidays, and cannot be guaranteed as they will vary by the destination country.

- What are my delivery options?

Free Express shipping is available to all Alber & Amigos account holders. All applicable customs duties & taxes are included in the total amount of your order at purchase.

Orders placed before 11h CET, Monday through Friday are processed the same day, excluding federal holidays.

Guest Order Shipping Options, Delivery Estimates:

Within Europe:

  • Express Delivery: 2 to 3 business days, €15

Outside Europe:

  • Express Delivery: 2 to 7 business days, €20 (converted to the currency of shipping destination)

Delivery times are estimates only and cannot be guaranteed.

- Do you ship to P.O (Post office) boxes?

A signature is required for delivery; therefore, we are unable to deliver express carrier packages to a P.O. Box.

 

Traceability:

- How do I follow my order?

You may track & trace your shipment from the link provided in your shipping confirmation email, or by entering your order number and email address here.

- Can I change the delivery address for my order?

Depending on the status of the delivery and the carrier, we may be able to process small changes (it is not possible to change the delivery country). Please send your request to our customer service via our Contact Form.

 

RETURNS & REFUNDS

 

Returns:

- What is AZ Factory's return policy?

Returns are accepted within 14 days of delivery for European orders and within 30 days for Non-European orders. Please kindly note that the returns window is based on consumer laws in the relevant jurisdictions.

Returned products must be in perfect conditions, not worn, washed or altered and complete with any accessories, tags/labels, original packaging, etc., accompanied by an approved return request.

  • To start the return process, click here to create your request and print out your pre-paid label, return slip and invoice;
  • Place the return slip in the package and affix the pre-paid label to the outside;
  • Drop-off your package at any local shipping service noted on your return label and provide the invoice to the carrier;

 

Refunds:

- When will I receive my refund?

Your refund will be processed within 14 days for European orders and within 21 days for Non-European orders, upon reception of your item(s) in our warehouse and approval of the quality check. 

 

DELIVERY ISSUES

 

- I received the wrong product. What should I do?

We apologize for this incident. We kindly invite you to contact our Customer Service at your earliest convenience to remedy this, using our Contact Form, including your order number, a photo of the packing slip included in your parcel, and one of the product(s) received.

- I'm missing a product. What should I do?

We apologize for this incident. We kindly invite you to contact our Customer Service at your earliest convenience using our Contact Form. In order to better assist you, please include your order number, a photo of the packing slip included in your parcel, and another of the product(s) received.

- I received a damaged or faulty product. What should I do?

The quality of our products being our primary concern, we kindly invite you to contact our Customer Service at your earliest convenience using our Contact Form. In order to better assist you, please provide detailed pictures of the item(s), as well as of the inner and outer packaging if damaged.

- I never received my order. What should I do?

We kindly invite you to contact our Customer Service at your earliest convenience, using our Contact Form. In order to better assist you, please provide your order number, tracking information, or any confirmation emails you have received.

- My order appears delivered but I haven't received it. What should I do?

Please first check with members of your household and neighbors, who may have collected or signed for the parcel. You should also attempt to contact the delivery service as they may have more information. If you need further support, please get in touch using our Contact Form. To better serve you, we ask you to please include your tracking number and as much detailed information as possible regarding the missing parcel. 

 

GENERAL INQUIRIES

 

- How do I unsubscribe from the Newsletter?

You can unsubscribe from our Newsletter by clicking on the link "Unsubscribe" placed at the bottom of our messages.

MYBODY

The MyBody products are made with varying compositions of ENKA® Viscose, ELITÉ® Polyester, and Lycra (Polyamide, Elastane).

Viscose fiber is highly absorbent, has good wear resistance, does not generate static buildup,  is relatively inelastic and is weakened when wet. Pure polyester, unlike viscose, is resistant to pilling, wrinkle and abrasion, is not absorbent and does not shrink at normal temperatures. Polyamide is strong and durable,  but also has low moisture absorbency. It has tendency to pill, absorbs and holds body oils, and easily collects static electricity. Elastane adds extra strength and elasticity. Since this is a blended fabric, it inherits properties such as breathability, absorbency, elasticity, and durability. This makes it stronger and easier to care for, but in order to protect the garment and keep it in the best condition, it is important to care for it in the following ways.

It is recommended to either dry clean or handwash MyBody products. All  MyBody dresses are dry clean only. All tops and leggings can be handwashed or dry cleaned.

To avoid risks of shrinkage and distortion, hand wash with cold or lukewarm water (maximum 20° C). Do not use bleach. To remove stains, you can carefully rub the stained area with a mild detergent for a few minutes in order to not damage the material.  If you opt for machine washing, you should turn the garment inside out and place it in a mesh washing bag to preserve the color and to avoid snags and tears.

Do not tumble dry. Air dry flat in the shade. Remember to not twist or wring wet the garment as this can damage it.

To remove wrinkles, we recommend steaming for the best and safest finish. If using an iron,  put it on the reverse side while it is still damp. You should select the « Silk » program or set it to 110°C max. For extra precaution, put a wet cloth on top while ironing.

Dresses should be stored hung and for long-term storage should be put in a garment bag made of a breathable material such as cotton to prevent bugs and mildew.

Tops and bottoms can either be stored folded or hung.

SWITCHWEAR

Tops, Hoodies, and Leggings

These pieces are made with  ENKA® Viscose  and Lycra.

Viscose is highly absorbent, has good wear resistance, generates no static buildup, is relatively inelastic and is weakened when wet, while Lycra has good strength and elasticity. Since a majority of the composition is made of Viscose, we should treat it as such and wash accordingly.

It is recommended to either dry clean or handwash the Tops, Hoodies and Leggings.

 To avoid risks of shrinkage and distortion, it is recommended to hand wash with cold or lukewarm water (maximum 20° C). To remove stains, you can carefully rub the stained area with a mild detergent for a few minutes to not damage the material.  

Do not tumble dry. Air dry flat in the shade. Remember to not twist or wring wet viscose fabric as this can damage the garment.

To remove wrinkles, we recommend steaming for the best and safest finish. If using an iron,  put it on the reverse side while it is still wet. You should select the « Silk » program or set it to 110°C max. For extra precaution, put a wet cloth on top while ironing.

Tops, Hoodies and Leggings can either be stored folded or hung.

Duchesse Add-ons

The Duchesse Add-ons are made with 100% recycled polyester.

Polyester is a strong and durable fiber that has good elasticity, color- fastness and can be permanently pleated.  It is also wrinkle resistant, resistant to shrinking, easy to wash and dries quickly. However it does attract static electricity, dust and is sensitive to heat.

It is recommended to hand wash or dry clean the duchesse add-ons. Make sure to wash with warm or cool water and only with like colors and fabrics. To eliminate static and keep clothing soft, you can add a fabric softener every other wash.

Do not tumble dry. Hang to air dry.

Polyester is resistant to wrinkles but if needed, iron at a low temperature (110°C max).

Store on a hanger. For long term storage, put inside a garment bag made of breathable material such as cotton to protect the clothes from bugs and mildew.

SWITCHWEAR PYJAMAS

The Pyjama Separates are made with 100% pure silk twill. Natural silk has high elasticity, high absorbency, and good thermal properties. It also has great resilience (wrinkles tend to fall out themselves) but is very sensitive to heat. While expensive, if treated properly, silk has the ability to last decades making it an inherently sustainable fabric. Use the following tips to make keep your pjs feeling bright and happy.

Dry clean only. Do not attempt to clean the garments in a washer, even on a gentle cycle. Silk is very fragile when wet and excessive agitation can damage the fibers.

If using an iron,  put it on the reverse side while it is still damp. You should select the « Silk » program or set it to 110°C max. For extra precaution, put a wet cloth on top while ironing.

Store on a hanger. Do not use a metal hanger as it can stain or leave rust on the fabric.  Also, do not hang over direct heat or in the sun as it can cause the color to fade. For long term storage, put inside a garment bag made of a breathable material such as cotton to protect the clothes from bugs and mildew.

JEWELRY

- These are fragile pieces so please handle with love
- Avoid contact with oils, lotions, and perfumes
- Avoid wearing whilst showering, exercising, and swimming
- Avoid putting weight on top of the pieces as this can cause damage
- Store them individually in a cool, dry place to avoid scratches and tarnishing
- When cleaning, use warm soapy water (do not use chemicals or brushes)

- How do I find the right size for my product?

We include a "Size Guide", a conversion chart, recommendations for taking your measurements, as well as sharing our models' measurements in every product description. For more help on choosing a size, please contact our Customer Service using our Contact Form.

AZ Factory

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Privacy Policy

Last updated: November 2020

About AZ Factory and this Privacy Policy

AZ Factory has its registered offices at 261 boulevard Raspail 75014 Paris. In this Privacy Policy, we use the term AZ Factory (and "we", "us" and "our") to refer to the head office of AZ Factory at the registered address above, our affiliates and our boutiques.

Please take a moment to read the following policy that explains how we collect, use, disclose and transfer the personal information that you provide to us on our websites, mobile applications and other digital platforms (together referred to as the “Platforms”), when you visit a AZ Factory boutique, contact the AZ Factory concierge by telephone, or when you interact with us over social media platforms. It also explains how we collect information through the use of cookies and related technologies when you use our Platforms.

Global-e NL B.V. has its registered offices at Krijn Taconiskade 430 1087 HW Amsterdam, The Netherlands (“Global-e”). Global-e may collect, receive, use, store and disclose your personal information in connection with the provision to you of an online order processing and fulfilment services for the sale of products to you (the “Global-e Services”). Global-e acts as a data controller at the point at which you purchase AZ Factory products via the Platform. Global-e is also a data processor for AZ Factory for certain functions provided on the checkout on our online Platform.

Where we offer our products for sale online or by phone through the AZ Factory Client Relations Center, you must read the applicable Conditions of Sale, which will govern the terms and conditions of any such purchases made in this way.

Updates to this Privacy Policy

From time to time we may update this Privacy Policy. When we do, we will publish the changes on this Platform.

Information you provide to us and how we use it

We collect the information from you as detailed below:

  • To access certain areas of our Platform, you will need to register with us. During the registration process you will be asked to submit personal information about yourself (including your name and address, date of birth, e-mail address and telephone number). By entering your details in the fields requested, you enable AZ Factory to provide you with the services you select;
  • When you purchase products online or by phone, we collect information such as your purchase details and relevant payment information. In addition, we will also collect personal information from you when you correspond with us (for example, if you contact us with a query about one of our products or services), when you contact the AZ Factory concierge by telephone. Please note that phone calls will on occasion be recorded for security, training and development purposes;
  • If you choose to interact with AZ Factory via a social media platform or other third party service, we will collect the information you have provided to us through that platform;
  • We also collect certain information automatically about visitors to our Platform, described in the section headed "Cookies and other information that we automatically collect", below; and
  • We will collect information about your location to the extent that we provide any location services, described in the section headed “Location services” below.
  • Optional information you may choose to provide, such as your social handles, color preferences, gender; and
  • Any other information you choose to provide, such as responses to surveys or quizzes.

Global-e will collect the following information from you as detailed below when you purchase a product through the online store Platform:

  • When you purchase products on this Platform, you are using the Global-e Services. When using the Global-e Services, if you choose to make a purchase, payment, and/or place an order Global-e will require personal information from you in order process and complete the transaction and to provide subsequent notification and support services. This information may be provided to you by us or Global-e.
  • Global-e will collect information about the products purchased and about you including your first name, last, email, telephone number and postal address and payment information, including the payment method and payment details with expiration dates and any payment voucher details that are provided, as well as indirect identifiers such as credit card information or online identifiers. If you do not wish for Global-e to collect your information, please do not submit your personal information to Global-e. However, Global-e will not be able to process your product order without receiving your details.
  • Global-e will collect information about the preferred shipping and delivery details relevant to the specific transaction and contact details to send notification of the placement shipping and fulfillment of the order.
  • When you contact Global-e or when Global-e contacts you, it may receive and process information that you provide.
  • Global-e makes use of log files that it automatically collects from your computer or device when you interact with Global-e Services.

We will use the information we collect from you to:

  • Manage and fulfil purchase and repair orders, facilitate delivery, and to provide after-sales services;
  • Manage our accounts and records;
  • Deal with your enquiries and requests;
  • Send service related communications, including announcements and administrative messages such as order confirmation;
  • Identify products and services we think you might be interested in based on your information, such as your purchase history and your previous interactions with us;
  • Send you marketing communications (including e-mails and social media audience matching) relating to us and other third party partners and that we think may be of interest to you where we have a legitimate basis to do so (please see the “Your choices” section below for further information about how you can control these updates);
  • Conduct market research so that we can continuously improve the services we provide to our customers;
  • Undertake credit checking, prevention of fraud and other prohibited or illegal activities as part of our efforts to keep our Platform and services secure; and
  • Understand how our Platform is used so that we can continuously improve our Platform and services and other offerings.
  • Offer contests, sweepstakes, or loyalty programs;

Where you have agreed to a particular use of your information, we process it on the basis of your consent. You may withdraw that consent at any time (for example, for us to send you marketing communications) by contacting us (see the section headed “Contact us” below). We also process your information where this is necessary for the performance of a contract with you or where it is necessary for our legitimate interests of operating, protecting and improving our business.

Global-e will use the information it collects from you to:

  • Perform the online order processing and fulfilment services for the sale of products to you;
  • To improve the Global-e UK Service, prevent and detect fraud or abuse, to personalise your user experience, to contact you in connection with the Global-e Service and any transactions you have initiated or completed, and to identify and authenticate your access to the parts of the Global-e Service that you are authorised to access. Where your information is needed to fulfil the Global-e Service under the Conditions of Sale, a failure to provide that information may mean Global-e is unable to complete the transaction meaning that they will refer you back to us; and
  • To respond to your enquiries using your designated portal and contact information.

Cookies and other information that we automatically collect

Like most platforms, AZ Factory logs IP addresses and uses cookies and similar technologies that allow us to recognise you and to customise your experience, and provide us with information about the way our visitors access our Platform. You can find out more about how we use cookies and related technologies below.

What is a cookie?

Cookies are text files, containing small amounts of information, which are downloaded to your computer or mobile device when you visit a website or mobile application. They are used to recognise your computer as you move between pages on a website, or when you return to a website or mobile application you have visited previously. Cookies are widely used in order to make platforms work, or to work more efficiently, as well as to provide information to the owners of the platform.

We use cookies to enhance the online experience of our visitors (for example, by remembering your language and/or product preferences) and to better understand how our Platform is used. Cookies will tell us, for example, whether you have visited our Platform before or whether you are a new visitor. They can also help to ensure that adverts you see online are more relevant to you and your interests.

There are two broad categories of cookies:

  • First party cookies, served directly by AZ Factory to your computer or mobile device. They are used only by AZ Factory to recognise your computer or mobile device when it revisits our Platform.
  • Third party cookies, which are served by a third party service provider on our Platform, and can be used by the service provider to recognise your computer or mobile device when it visits other platforms. Third party cookies are most commonly used for platform analytics or advertising purposes.

Cookies can remain on your computer or mobile device for different periods of time. AZ Factory uses both 'session cookies' and ‘permanent cookies’. Session cookies exist only while your browser is open and are deleted automatically once you close your browser. Permanent cookies survive after your browser is closed, and can be used to recognise your computer or mobile device when you open your browser and browse the internet again.

What cookies does AZ Factory use?

The Platform serves only the following types of cookies to your computer or mobile device:

 

Type of Cookie

Purpose

Cookies necessary for essential purposes

These cookies are essential to provide you with services available through this Platform and to use some of its features, such as access to secure areas. Without these cookies, services you have asked for, like transactional pages and secure login accounts, would not be possible.

Functional Cookies

These cookies serve a variety of purposes related to the presentation, performance and functionality of this Platform. Their overall purpose, however, is to enhance visitors’ experience and enjoyment of this Platform.

For example, some of these cookies enable visitors to specify language, product or other platform preferences.

Performance Cookies

These cookies are used to collect information about how visitors use our Platform.

The information gathered does not identify any individual visitor and is aggregated. It includes the number of visitors to our Platform, the platforms that referred them to our Platform and the pages that they visited on our Platform.

We use this information to help run our Platform more efficiently, to gather broad demographic information and to monitor the level of activity on our Platform.

Advertising Cookies

When you visit our Platform or click on advertisements or promotional areas on the Platform these cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help to evaluate the effectiveness of advertising and promotion.

They are usually placed by advertising networks with our permission. They remember that you have visited a platform and this information is shared with other organisations such as advertisers.

Social Cookies

These cookies enable users to share pages and content through third party social media and other platforms. The companies that serve these cookies may also use your information to serve targeted advertising on other platforms.

Further detailed information about the specific cookies used on this Platform and the third parties who serve them can be found in our cookie consent tool. You can use this cookie consent tool to control your cookie preferences.

How to control or delete cookies

We use non-essential cookies on the basis of your consent. You have the right withdraw that consent and refuse the use of cookies at any time and we have explained how you can exercise this right below. However, please note that if you choose to refuse cookies you may not be able to use the full functionality of our Platform.

You can set your cookie preferences by using our cookie consent tool or by changing your browser settings so that cookies from this Platform cannot be placed on your computer or mobile device. In order to do this, follow the instructions provided by your browser (usually located within the “Help”, “Tools” or “Edit” facility).

Further information about cookies, including how to see what cookies have been set on your computer or mobile device and how to manage and delete them, visit www.allaboutcookies.org and www.youronlinechoices.eu. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.

IP addresses

We will collect information about your computer or mobile device, including where available your IP address, operating system, log-in times and browser type. We use this information to better understand how visitors use our Platform and for internal reporting purposes. We will anonymise and share this information with advertisers, sponsors or other businesses.

Global-e may also collect this type of information from your computer or device. Such information may be used for legitimate interests such as analysing trends, administering the Global-e Service, authentication for security purposes of a user’s movement around the Global-e Service, and gathering broader demographic information relating to how purchasers interact with Global-e Service.

About Advertising

The Platforms use third parties such as network advertisers and ad exchanges to serve you ads on third party platforms after you leave our Platforms, and we use third party analytics and other service providers to evaluate and provide us and/or third parties with information about the use of the Platforms and viewing of ads and of our content. We also receive your information from Global-e where you have provided your specific consent to receive our marketing. Network advertisers are third parties that display advertisements, which are based on your visits to the Platforms and other apps and sites you have visited. Third party ad serving enables us to target advertisements to you for products and services that you might be interested in.

Third party tracking technologies are not controlled by us, even if they are associated with our Platforms or our ads. Statements regarding our practices do not apply to the methods for collecting information used by these third parties and others or the use of the information that such third parties collect. The relevant third party’s terms of service, privacy policy, permissions, notices and choices should be reviewed regarding their collection, storage and sharing practices. We make no representations regarding the policies or practices of third party advertisers or advertising networks or exchanges or related third parties.

You have choices in respect of the delivery of ads. You can opt-out of receiving certain types of behavioural ads by visiting the third party websites described in the section headed “How to control or delete cookies” above. We are not responsible for effectiveness of or compliance with any third parties’ opt-out options.

Location services

Some of the services that we provide are able to use information about your location. For these services, which are typically available on mobile devices or applications, you are provided with the opportunity to provide your consent to the use of location services, which, for example, process information deriving from GPS, sensors, beacons or Wi-Fi access points in order to allow you to benefit from a more personalised service. Your device will have settings that allow you to turn off these services should you no longer wish to benefit from them.

Sharing your information

We will disclose your personal information to Global-e and vice versa in order to make the purchases you request on the Platform. Global-e do not share your payment data such as credit card details with us. We and Global-e do not share personal information about you with other people or non-affiliated companies except under the following circumstances:

  • We and/or Global-e will disclose your personal information to third party providers for the purposes of providing online and other payment services, handling credit checks and fraud prevention, and any other services required to use your information for the purposes specified in the section entitled “Information you provide us and how we use it”; and
  • We and/or Global-e will disclose your personal information to any law enforcement agency, court, regulator, government authority or other third party where we and/or Global-e believe this is necessary to comply with a legal or regulatory obligation, or otherwise to protect our rights or the rights of any third party.

We will disclose your personal information to any third party that purchases, or to which we transfer, all or substantially all of our assets and business. Should such a sale or transfer occur, we will use reasonable efforts to try to ensure that the entity to which we transfer your personal information uses it in a manner that is consistent with this Privacy Policy.

Global-e will share your information with its subsidiaries or affiliated companies for the purposes of storing or processing this information to provide the Global-e Service. In order for Global-e to complete your transaction, it may share your information with its third party providers, such as hosting providers, payment processors, anti-fraud service providers, licensed customs brokers and order fulfilment providers, whose tools, software and or services are used to process and complete your transaction. Global-e may disclose or transfer your personal information in the event it is acquired or merged with a third party entity or in the vent of bankruptcy or a comparable event. Where your information is not covered by this Privacy Policy, Global-e will seek where relevant your consent obtained for any new purposes.

International transfers

We have implemented standard contractual clauses to ensure adequate safeguards are in place to protect your information where it is transferred to our affiliated companies and boutiques in territories outside the European Economic Area and Switzerland. Where we share your information with a third party service provider outside of the European Economic Area and Switzerland (as detailed in the section entitled “Sharing your information”), we contractually oblige the third party service provider to implement adequate safeguards to protect your information.

Global-e may transfer your information to third party services providers outside of the EEA. In the absence of an EC adequate decision relating to the country or transfer, Global-e seek to rely on appropriate safeguards such as the valid privacy Self-Certification or enter into EC approved standard contractual clauses.

Protecting your information

We want you to feel confident about using our Platform, and we are committed to protecting the personal information we collect. We limit access to personal information about you to employees who reasonably need access to it, to provide products or services to you or in order to do their jobs. We have appropriate technical and organisational physical, electronic, and procedural safeguards to protect the personal information that you provide to us against unauthorised or unlawful processing and against accidental loss, damage or destruction. However, where we ask you to choose a password in order to access certain parts of our Platform, you are responsible for selecting a secure password and keeping that password confidential. You should choose a password which you do not use on any other site, and you should not share it with anyone else.

Global-e follows accepted industry standards including the use of appropriate administrative, physical and technical safeguards to protect your information. For example, certain sensitive information such as data relating to fraud is processed over a secure sockets layer channel and is encryption, and Global-e’s payment gateway is Payment Card Industry compliant. However, no method of transaction over the internet is 100% secure and therefore we cannot guarantee its absolute security. If you have any questions about security of the Global-e Service, please contact them at dataprotection@global-e.com.

Retaining your information

We and Global-e keep your information for only as long as is necessary for our purposes, and in particular to protect ourselves in the event of a legal claim (for example, information relating to a contract with you will be kept for the lifetime of the contract and up to ten years after). After this period it will be deleted or in some cases anonymised. Where we and/or Global-e sought your consent to process your personal information and we and/or Global-e have no other lawful basis to continue with that processing, if you subsequently withdraw your consent we and/or Global-e will delete your personal information.

If you request that we no longer send you direct marketing communications, we will keep a record of your request and contact details to ensure that your request is respected.

Your choices

You have the right to ask for access to any personal information that we and/or Global-e hold about you in our records, to correct any inaccuracies and to update any out-of-date information. In some circumstances, you have the right to request the erasure of your personal information or a restriction of its use.

You have the right to object to us and/or Global-e processing your personal information in some cases. In particular, you can ask us to stop sending you direct marketing communications at any time (however please note that we and/or Global-e may continue to send you service-related (i.e. non-marketing) communications, such as e-mail updates on your order status). If you wish to exercise any of these rights, please write to us and/or Global-e at the address listed below.

You may unsubscribe from e-mail marketing communications at any time by e-mailing the address below in the section headed “Contact us” or clicking on the ‘unsubscribe’ link in any AZ Factory marketing e-mails.

If you have a concern about how we and/or Global-e use your information, as a first step please contact us and/or Global-e using the details set out below and we and/or Global-e will do our best to resolve your concern. After investigating your concern, we and/or Global-e will respond to you in writing within a reasonable time setting out our proposed remedial action. If you think we and/or Global-e have processed your personal information in a manner which is unlawful or breaches your rights you also have the right to complain to a European Data Protection Authority in your place of residence or work, or the jurisdiction in which the processing took place.

Your California Privacy Rights

Under California Civil Code Section 1798.83, if you are a California resident and your business relationship with us is primarily for personal, family or household purposes, you may request certain data regarding our disclosure, if any, of personal information to third parties for the third parties’ direct marketing purposes. To make such a request, please send an e-mail message to our e-mail address below with “Request for California Privacy Information” in the subject line. You may make such a request up to once per calendar year. If applicable, we will provide you, by e-mail, a list of the categories of personal information disclosed to third parties for their direct marketing purposes during the immediately preceding calendar year, along with the third parties’ names and addresses. Please note that not all personal information sharing is covered by Section 1798.83’s requirements.

Children

The Platform is not directed at anyone who we know to be under the age of 13, nor do we collect any personal information from anyone who we know to be under the age of 13. If you are under the age of 13, you should not use the Platform and should not submit any personal information to us.

Contact us

If you have any questions or comments about this Privacy Policy, or privacy matters generally, please contact us and/or Global-e at the address provided below. You can also use this address if you wish to request access to the personal information we and/or Global-e hold about you or to unsubscribe from any further e-mail marketing communications.

If you have any questions about this Privacy Policy or the manner in which your information may be processed, please contact us at:

AZ Factory:

261 boulevard Raspail 75014 Paris

contact@azfactory.com

Global-e:

Krijn Taconiskade 430 1087 HW Amsterdam The Netherlands

dataprotection@global-e.com

 

 


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ALBER & AMIGOS ACCOUNT

 

- How do I create an account?

To enjoy free express shipping on all orders, create your account by clicking on the "Alber & Amigos" in the main menu or on the account icon at the top right of our homepage and selecting "Create an account". Your first and last name, an email address and password are required information to complete an "Alber & Amigos" account.

- I forgot my password. What do I do?

To reset your password, visit the account sign-in page by clicking on the account icon at the top right of our homepage, or "Alber & Amigos" from our main menu and selecting "Password forgotten", under the "send" button. Please provide the email address you used to create your "Alber & Amigos" account and you'll receive a link in your inbox to reset your password.

- How does My Lovelist work?

Create or log-in to your "Alber & Amigos" account to save your favorite products for future reference by clicking on the heart icon at the top right of the product picture or product page.

- What is the NFC Tag? How does it work?

Our NFC Tags contain access to exclusive experiences: behind the scenes videos, style boards, an Amigos streaming wall, and so much more. To enjoy the content, unlock your smart phone and tap it against the "Alber & Amigos" logo on the garment care label. To learn more about NFC and your smart phone's compatibility, visit tap.io.tt.

- How do I delete my account?

Please send your request to our customer service via our Contact Form.

 

PRODUCTS & CARE

 

- Where are AZ Factory Creations manufactured?

In every product description you can find more information under "Materials & Care" to verify the sourcing, origin and composition of our materials.

- What is AZ Factory's AnatoKnit and how does it work?

AnatoKnit is AZ Factory's new innovative knitwear technology composed of ENKA® Viscose and Lycra. This ultra-soft and flexible textile is specially engineered to strategically sculpt and support the body, while allowing for breathability and comfortable movement. Different knitting techniques invisible to the human eye work with the natural curves of the body to provide gradual compression in specific targeted areas.

ENKA® Viscose is a natural polymer based on the renewable raw material wood, which consist of 40-50% cellulose - the most common organic and renewable plant material.

- Where else can I find authentic AZ Factory Creations?

Every product purchased from our online Boutique or from one of our authorized online retailers, farfetch.com, net-a-porter.com and fengmao should be considered authentic.

- How do I take care of my product?

We include detailed instructions for the care of your garment in every product description under "Material & Care".

 

SIZE GUIDE

 

- How do I find the right size for my product?

We include a "Size Guide", a conversion chart, as well as sharing our models' measurements in every product description. For more help on choosing a size, please contact our Customer Service using our Contact Form.

 

ONLINE ORDERS & PAYMENTS

 

Orders:

- How to place an order on the website?

  • We recommend you first create an account to fully enjoy the "Alber & Amigos" experience;
  • Please confirm your shipping country and currency available at the bottom of the main menu;
  • You can check and modify the content of your shopping cart by clicking on the shopping bag icon in the upper right menu bar and selecting "Go to Cart".

While checking out, verify that all the mandatory fields are filled in correctly: shipping and billing address, country, phone numbers...;

  • By clicking on "Place order and pay" you accept our Terms and Conditions and those of our fulfillment partners.

Once your payment is completed, you will receive a confirmation email with your order details. You will receive a second email with tracking information once your order is shipped.

- Why can't I find my order confirmation email?

Please allow one hour in order to receive your order confirmation email. You may also check your Spam folder or search your inbox for the email address, 'do-not-reply@global-e.com'. 

- Can I change, edit or cancel my order?

We are unable to modify orders once they have been processed. We attempt to process all orders quickly in order to ensure the shortest shipping times. Please review the Returns FAQ section for more details or contact our Customer Service via our Contact Form for further information.

- The product I want is not available. What do I do?

You can set email alerts for the products you would like to purchase by clicking on "Notify Me" in the product descriptions.

- How does pre-order work?

To purchase a pre-order item, add the items to your cart and check-out as you would a standard order. Your pre-order items will ship as soon as stock becomes available, usually within 4 to 5 weeks. It's also possible to purchase available items and pre-order items together as they will ship separately.

- My order has been cancelled. Why? What should I do?

If your order was cancelled, you should receive an email detailing the reason. Please kindly note that your credit card is charged upon shipment only, so if your order is cancelled you will not be charged. Our Customer Service is available for further assistance.

Reason why an order may be cancelled:

  • Out of stock
  • Unverified information
  • Payment declined
  • Technical Issues
  • Address discrepancies

 

Payments:

- What currency can I shop in?

Currencies are based on the shipping country, available at the bottom of the main menu. Prices will automatically convert to the corresponding currency.

- What payment methods do you accept?

We accept all major credit cards, debit cards, PayPal, and other payment methods. During the check-out process, supported payment methods are displayed automatically.

- When will I be charged?

Your credit card is charged as soon as your order is shipped. Should you see a charge prior to shipment on your statement, please kindly note that it is only a pre-authorization, which is managed by your payment provider. Payments made via PayPal are immediate.

- Is my online payment secure?

We use a secure server software over a Secure Socket Layer (SSL) line to protect your payment information. All personal and credit card information is encrypted.

- My payment method was refused. What should I do?

We recommend you check your payment credentials first and eventually contact your bank for further information. Please contact our Customer Service if you would like to receive assistance.

- Where can I find my invoice and tax information?

If you need a copy of your invoice, please get in touch with our Customer Service via our Contact Form.

 

SHIPPING & TRACEABILITY

 

Shipping:

- What countries do you deliver to?

We ship to many locations world-wide. You may view and select your shipping country at the bottom of our main menu.

- How long will it take to receive my order?

Orders are processed and shipped Monday through Friday, excluding holidays. Orders completed over weekends will be processed the following Monday. Please allow up to 48 hours for your order to be processed and shipped. Delivery may take an additional 1 to 7 days, not including weekends and holidays, and cannot be guaranteed as they will vary by the destination country.

- What are my delivery options?

Free Express shipping is available to all Alber & Amigos account holders. All applicable customs duties & taxes are included in the total amount of your order at purchase.

Orders placed before 11h CET, Monday through Friday are processed the same day, excluding federal holidays.

Guest Order Shipping Options, Delivery Estimates:

Within Europe:

  • Express Delivery: 2 to 3 business days, €15

Outside Europe:

  • Express Delivery: 2 to 7 business days, €20 (converted to the currency of shipping destination)

Delivery times are estimates only and cannot be guaranteed.

- Do you ship to P.O (Post office) boxes?

A signature is required for delivery; therefore, we are unable to deliver express carrier packages to a P.O. Box.

 

Traceability:

- How do I follow my order?

You may track & trace your shipment from the link provided in your shipping confirmation email, or by entering your order number and email address here.

- Can I change the delivery address for my order?

Depending on the status of the delivery and the carrier, we may be able to process small changes (it is not possible to change the delivery country). Please send your request to our customer service via our Contact Form.

 

RETURNS & REFUNDS

 

Returns:

- What is AZ Factory's return policy?

Returns are accepted within 14 days of delivery for European orders and within 30 days for Non-European orders. Please kindly note that the returns window is based on consumer laws in the relevant jurisdictions.

Returned products must be in perfect conditions, not worn, washed or altered and complete with any accessories, tags/labels, original packaging, etc., accompanied by an approved return request.

  • To start the return process, click here to create your request and print out your pre-paid label, return slip and invoice;
  • Place the return slip in the package and affix the pre-paid label to the outside;
  • Drop-off your package at any local shipping service noted on your return label and provide the invoice to the carrier;

 

Refunds:

- When will I receive my refund?

Your refund will be processed within 14 days for European orders and within 21 days for Non-European orders, upon reception of your item(s) in our warehouse and approval of the quality check. 

 

DELIVERY ISSUES

 

- I received the wrong product. What should I do?

We apologize for this incident. We kindly invite you to contact our Customer Service at your earliest convenience to remedy this, using our Contact Form, including your order number, a photo of the packing slip included in your parcel, and one of the product(s) received.

- I'm missing a product. What should I do?

We apologize for this incident. We kindly invite you to contact our Customer Service at your earliest convenience using our Contact Form. In order to better assist you, please include your order number, a photo of the packing slip included in your parcel, and another of the product(s) received.

- I received a damaged or faulty product. What should I do?

The quality of our products being our primary concern, we kindly invite you to contact our Customer Service at your earliest convenience using our Contact Form. In order to better assist you, please provide detailed pictures of the item(s), as well as of the inner and outer packaging if damaged.

- I never received my order. What should I do?

We kindly invite you to contact our Customer Service at your earliest convenience, using our Contact Form. In order to better assist you, please provide your order number, tracking information, or any confirmation emails you have received.

- My order appears delivered but I haven't received it. What should I do?

Please first check with members of your household and neighbors, who may have collected or signed for the parcel. You should also attempt to contact the delivery service as they may have more information. If you need further support, please get in touch using our Contact Form. To better serve you, we ask you to please include your tracking number and as much detailed information as possible regarding the missing parcel. 

 

GENERAL INQUIRIES

 

- How do I unsubscribe from the Newsletter?

You can unsubscribe from our Newsletter by clicking on the link "Unsubscribe" placed at the bottom of our messages.