to preserve the delicate puff print on our garments, we recommend handling them with care. over time, normal wear and love for your hoodie may naturally cause the puff print to crack. we suggest spot cleaning and washing infrequently—treat your hoodie like a good pair of jeans or high-quality fabrics you want to keep fresh. this will also help maintain the soft, fleecy feel of the fabric. your care helps keep your hoodie looking its best for longer! if you do decide to wash it, consider these steps and ask yourself these questions first

1. does it smell?
   a. If your answer is NO, do not wash it. The less you wash it, the longer it will last.
   b. If your answer is YES, then proceed to the following steps.

2. have you turned your alchemai inside out?

3. if you’re washing the sweatpants, have you tied the waistband draw chords together?

4. have you turned your washing machine to the cold wash and delicate setting?

5. after all these steps, make sure you hang dry or tumble dry on low heat.

(all hoodies come with care instructions on the inside tag to properly maintain your garment. we hold high-quality standards to ensure that your hoodie will be long lasting.)

we’re thrilled to share a little extra charm with you, literally. unlike the usual hang tags you might toss aside, ours feature delicate, collectible charms meant to feel thoughtful and special. 

you’re welcome to add them to your phone, keychain, or simply keep them as a collector’s item. each charm is one-of-a-kind and won’t be reproduced, making them even more meaningful. however, they are decorative and extremely delicate by nature, so they’re not designed for heavy use. if you’d like them to last, we recommend using them as a decoration.

if your phone charm arrives broken, it’s likely due to mishandling by the shipping carrier. please reach out to customercare@alchemai.world, and we’ll do our best to make it right.

at alchemai, we value quality and want to ensure you’re happy with your experience. please reach out to our customer care team at customercare@alchemai.world, and we’ll be happy to help resolve your order.

all orders will be shipped after the holidays, starting january 2nd. we kindly ask that you allow up to 10 business days for processing before shipment.

please note, orders including sweatpants will be processed and shipped after january 13th

we appreciate your support and wish you a wonderful holiday season!

once your order has been placed, we will send a confirmation email immediately and follow up with a shipping notification and tracking number. please note that all shipping labels take a moment to update.

the order confirmation email with your order details will be sent to the email used on our website when purchasing the order. before contacting us, be sure to check your junk or spam email; we might've gotten lost in there.

If you still can't find it, kindly get in touch with us by using the form on our contact page and include the name and address on the order so we can try our best to help you find your order.

Yes! We offer international shipping services; however, please note that shipping rates may vary depending on the destination country.

we offer flat shipping rates for customers in the US, Canada, Europe, and Australia:

USA standard shipping - $10 USD
Canada standard shipping - $15 USD
Europe standard shipping - $15 USD
Australia standard shipping - $20 USD

(rest of the world calculated at the time of checkout)

the delivery charges do not include import costs that may be due when the package reaches
your destination country. we are not responsible for the costs due after it has left our fulfillment center. if you cannot pay the import costs, please have it returned back to the sender, and we will refund you once we receive the item

we are very sorry if you haven’t received your package within the expected delivery timeframe. we will investigate the matter and provide assistance in getting you your order so please reach out to our dedicated customer support team using our contact page.

please allow 48 hours after delivery on tracking before contacting us, as the tracking can sometimes be updated incorrectly. if you still can't find your package, try calling the carrier with your tracking number. they can help you quicker than we can since they were the last to have your package and can connect you directly to your local delivery teams!

if all else fails, our customer support team would be happy to step in and help. Use our contact page.

we accept payments through Amex, Mastercard, Visa, Shop Pay, and Apple Pay.

our website features a currency converter that allows you to view prices in your local currency.

please choose your country from the drop-down in the bottom left of the website and make payments accordingly.

we are unable to process returns since we only release the collection once and they typically sell out in less than 24 hours. all sales are considered final.

if you have any concerns or questions about your purchase, please don't hesitate to reach out using the contact page. we'll be more than happy to assist you in any way we can!

we value your satisfaction. at alchemai, we strive to ensure that you, as a customer and member of the alchemai world, are satisfied. we aim to deliver a high-quality experience and product. if you happen to encounter any issues with your product, kindly reach out to us within 48 hours of receiving it. we will promptly address and investigate the matter to ensure your complete satisfaction with your purchase.

to preserve the delicate puff print on our garments, we recommend handling them with care. over time, normal wear and love for your hoodie may naturally cause the puff print to crack. to help slow this process, we suggest spot cleaning and following the care instructions provided on the garment label and outlined in the faqs above. your care helps keep your hoodie looking its best for longer!