Frequently Asked Questions

The lead time estimate on each product added to your shopping cart page is reviewed and updated weekly with our latest knowledge of our capacity and access to raw material supply. Labor shortages continue to impact shipping networks, which may result in longer shipping times to certain areas. At checkout, your order details will provide the most accurate information.

A pending status normally means that the product is being held up in the shipping process. If you cannot find a specific reason for a shipping delay when you track your package through our website, contact our Customer Service team, as we might have further details for you. Please allow 1-3 business days for shipping carrier scans to update after production.

We offer FREE SHIPPING on all products under 94" in width when shipped within the contiguous United States. For oversized products (94" or over in width), we'll contact you by phone and email to collect a shipping fee.

We currently ship to the lower 48 states, excluding Alaska and Hawaii.

Different types of window treatments are often made in different manufacturing lines. For the fastest delivery, we ship each product to you as soon as it is ready, meaning you may receive multiple shipments for the same order. That way, you'll have each product as soon as possible!

ll of our Custom Window Treatments are shipped via UPS or Fedex.

For shipments that must be sent via common carrier (usually shades & blinds more than 94" wide), the carrier will call you to schedule delivery. Your package will not be delivered until you confirm a delivery time. If you do not schedule within 3 days of the carrier's attempt to call, you'll be charged storage fees on a per-day basis. Therefore it is very important that you provide a good contact number when ordering, and that you answer or promptly respond to contact attempts from the freight carrier or from www.helloalva.com.

Upon receiving your order please be sure to inspect boxes carefully and alert your driver to any observed damage. If you find damaged items, please do not discard the boxes! We highly encourage you to take pictures of the damage, as the carrier will likely require them to process your claim. Please contact us within 10 calendar days of the delivery date to report any freight claims to support@helloalva.com. If any parts are missing from your order (including installation materials such as screws and brackets), please contact us within 14 calendar days and we'll help you get replacement parts.

Because our products are custom made to your exact specifications, they are not suitable for resale in the ordinary course of business. Therefore, it is important that you are sure of your decisions before you finalize your purchase. We are happy to change or cancel orders as long as you contact us within 24 hours from the date and time the order was submitted to us. Please call our Customer Service department at 786-340-0811 to process any changes or cancellations. Below are some points about how we handle cancellations and changes:

• Since production typically starts the morning after the order is placed, cancellations and changes can only be made for a period of 24 calendar hours after your online order is finalized.
• Address changes are not permitted once we have shipped your product.
• If you cancel your order during this 24 calendar hour period, we will refund your money.
• Under no circumstance can we either refund any money or issue any credits for a credit card purchase if the cancellation or change occurs at any time beyond this 24 calendar hour period.

If you find that your measurements were slightly off don't fret! We will work with you to find the best solution. If your window treatment is too wide, we may be able to cut it down in width to the proper size for you at no charge (but that depends upon the product, fabric and width). If it cannot be cut down, or it's a different issue, such as the product is too narrow, or the length is incorrect - we will allow you to purchase a new product in the correct dimensions at 50% off. (Offer valid for 30 days after order date and must be replacing the original window treatment purchased).

If you receive something that you don't like, we will work with you to rectify the issue. For starters, in the unlikely event there is something wrong with the production of your window treatment we will immediately remake or repair the product to your liking. If you simply feel you selected the wrong product or material, we will allow you to purchase a new product to your liking at 50% off. (Offer valid for 30 days after order date and must be replacing the original window treatment purchased). Bottom line, it is our mission to satisfy each and every customer and we will do whatever is necessary to accomplish that goal.

If you suspect a manufacturing defect, please contact us as soon as possible. Our Quality team will evaluate next steps based on photos of the piece. If an issue is found, we will arrange to restore your piece to the condition it was in upon leaving the workrooms of our North Carolina partners.

The ElTperfect Guarantee, a Helloalva.com exclusive, is a customer-first policy for measurement protection. To give you absolute peace of mind when measuring for your products, be sure to select your desired protection plan before clicking Add to Cart. The ElTperfect Guarantee covers you for incorrect measurements for most products we offer. Your product will be replaced with the same specification as per the original order with the exception of the relevant sizing issue.

• Should you activate the Ellperfect guarantee, the original order will need to be first returned in the original packaging prior to delivery of your new order. Should this be damaged in any way, we reserve the right to cancel your Ellperfect guarantee and stop production of your replacement items. Should you have paid for the ElTperfect guarantee, no money will be refunded.
  Should you wish to activate the ElTperfect Guarantee, you must notify us of the correct measurements within 10 working days of receipt of your original purchase.
• Should you wish to activate the ElTperfect Guarantee, you must notify us of the correct measurements within 10 working days of receipt of your original purchase.

• Upon activating your Ellperfect guarantee, you must pay the applicable shipping charges.
  

• If the new measurements are larger than the original measurements, you will be charged the difference in the price of the two items. If the new measurements are less than the original measurements the difference in price will not be refunded.
• Should the new measurements be smaller than the original measurements, if we are able to, we will amend that item rather than manufacture a brand new item.
• We are only able to offer one remake per item where Ellperfect was selected at point of sale. Any subsequent orders will not be covered if ElTperfect was not selected at point of sale.
• Should the item be out of stock at the time of placing your ElTperfect order. We can either refund the amount paid for ElTperfect or you would need to await for the stock to arrive. We would not refund the original item.
• Drapery hardware, and all non-custom products are not available as part of this guarantee.

Alva has partnered with Affirm to provide pay-over-time solutions to our customers. Affirm is a financing alternative to credit cards and other credit-payment products. Affirm offers instant loan decisioning for online purchases to be paid in fixed monthly installments over 6, 12, ог 18 months, depending on the program. Financing is exclusively available in the United States at this time.

Annual Percentage Rate (APR) financing in easy monthly payments with rates from 0% APR is available for qualified customers. Affirm discloses any required fees upfront before you make a purchase, so you know exactly what you will pay for your financing. Affirm does not charge any hidden fees, including annual fees.

The approval process for Affirm is very fast. You will be asked a series of questions to verify your identity and once complete, your loan amount will be processed. You can expect to receive your loan amount in less than 5 minutes.

Affirm does a "soft" credit check, which verifies your identity but does not affect your credit score. Affirm's underwriting model does not use a hard credit check.

When ready to place your order, choose "Pay with Affirm" at checkout to apply for your loan. After your purchase, you'll receive monthly emails and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment is due 30 days from the date that Alva processes your order.

We're a fully online DIY company, so we don't offer in-home services like measuring or installation. But don't worry, we've got you covered! We provide FREE samples to help you choose the perfect product, color, and material for your home. Installing our shades is easy, and we include all of the necessary hardware with your order. Most shades take just 10-15 minutes to install, and we have step-by-step written and video instructions to guide you through the process.

Yes we do! Our trained experts will help guide you through design choices and measuring for your Alva window treatments. Select an available time that works for your schedule here.

Measure twice, cut once is a good adage but it isn't always true. If you find that your measurements were slightly off don't fret! We will work with you to find the best solution. Your window treatment may qualify for a free cutdown. If it cannot be re-sized we will replace the product in the right size and give you a 50% discount (offer valid within 30 days of product delivery).

If you receive something that you don't like, we will do everything possible to rectify the issue. For starters, we will remake or repair the product to your liking. If you simply feel you selected the wrong product or material, we will let you choose something else and give you 50% off the new product (offer valid within 30 days of product delivery). Bottom line, it is our mission to satisfy each and every customer and we will do whatever is necessary to accomplish that goal.