Question 1

Who is the brand and what does it sell?

Accepted Answer

Aline CELI is a Berlin-based fashion brand founded by Brazilian designer Aline CELI. Inspired by three cultural worlds—Brazilian sensuality, Italian sophistication, and conscious German minimalism—the brand translates this triad into a unique aesthetic language where emotion, tradition, and rationality coexist in perfect harmony.Since 2015, Aline CELI has participated in the most prestigious international fashion weeks and has quickly gained recognition in the European market, especially in Germany, attracting clients from various countries. This trajectory reflects a consistent aesthetic vision, based on precise tailoring, refined textures, and feminine fluidity, always underpinned by a genuine commitment to sustainability.Each piece is carefully crafted from high-quality sustainable fabrics, produced within the European Union under the strictest ethical and social standards. The result is a collection that embodies conscious luxury—timeless, minimalist, and sophisticated.

Question 2

Does the brand have a physical store?

Accepted Answer

Yes, in addition to the online store at https://alineceli.com, the Aline CELI brand has a physical store/showroom in Berlin, Germany.The headquarters are located at Uhlandstrasse 20–25 10623 Berlin / GermanyBerlin Amtsgericht Charlottenburg (HRB 196042 B)The opening hours at the physical store/showroom are Monday to Friday, from 11:00 to 18:30 and Saturday from 11:00 to 18:00.

Question 3

How can I contact you?

Accepted Answer

You can contact us by phone or WhatsApp at +49 030 30301227, Monday to Friday, from 11:00 AM to 6:30 PM and Saturday from 11:00 AM to 6:00 PM.In addition to phone and WhatsApp, you can contact us via website chat, email at support@alineceli.com, or Instagram @alineceli.brand.If you try to contact us outside of business hours, please leave a message and our team will get back to you as soon as possible during business hours.

Question 4

What are the support hours?

Accepted Answer

Customer support is provided by a human agent Monday through Friday from 11:00 AM to 6:30 PM and Saturday from 11:00 AM to 6:00 PM.In addition to human support, our service channels (Chat, WhatsApp, Instagram, and Messenger) are automated with AI to assist with any questions or needs you may have, 24 hours a day, 7 days a week.If our AI is not sufficient to resolve your questions, our team will assist you as soon as possible during the next business hours.

Question 5

How do I create an account on the store?

Accepted Answer

Click the user icon at the top of the website. Fill in your email address and click "Next". After receiving the confirmation code in your email, enter it in the field and click "Submit".

Question 6

Do I need an account to buy something?

Accepted Answer

Having a registered account is not mandatory to make purchases; you can shop as a guest. However, having a registered account makes it easier to track orders, exchanges, and receive information and promotions.

Question 7

I forgot my password. What now?

Accepted Answer

On the login screen, click "Forgot your password?". Enter your email address and follow the link provided to create a new password.

Question 8

How do I update my address or personal information?

Accepted Answer

Log in to your account, go to "My Account" or "Addresses," and edit the desired information.

Question 9

How do I know what size to buy?

Accepted Answer

Our sizes follow the international standard as follows:34 SX36 S38 M40 L42 XLIf you have any questions, please consult our size chart on the product page. Compare your bust, waist, and hip measurements with the chart.

Question 10

Do you have a size chart?

Accepted Answer

Yes. On each item's page there is a size chart with instructions on how to measure yourself.

Question 11

If a product is out of stock, will it be restocked?

Accepted Answer

Only in the case of an exchange or return. Our pieces are exclusive to the collection and are not produced again.

Question 12

Do the fabrics wrinkle, shrink, or fade?

Accepted Answer

Each item has specific fabric and washing instructions in the description. We recommend always following the care label.

Question 13

What are the product lines?

Accepted Answer

EssentialsTimeless, minimalist, and versatile pieces, created to transform everyday life into a moment of conscious luxury.Haute CoutureExclusive creations that combine sophistication and sustainability, designed for authentic and empowered women who value individuality and purpose.JewelryA collection of handcrafted jewelry—earrings, necklaces, rings, and bracelets—made with recycled materials and the iconic Brazilian Golden Grass, integrating Latin American roots into a minimalist and elegant design.

Question 14

How do I place an order on the website?

Accepted Answer

Choose the product, select size/color, click "Add to cart" and then "Checkout". Fill in your details, choose shipping and payment methods, and confirm.

Question 15

How do I know if my order has been confirmed?

Accepted Answer

After your purchase, you will receive a confirmation email. If you do not receive it within a few minutes, please check your spam folder or contact us.

Question 16

Can I change my order after it's been finalized?

Accepted Answer

In some cases, yes, if the order hasn't been shipped yet. Contact us as soon as possible with your order number.

Question 17

Can I cancel my order?

Accepted Answer

If your order hasn't been shipped yet, we can try to cancel it. To do this, please contact us as soon as possible with your order number at hand.

Question 18

I didn't receive the confirmation email, what should I do?

Accepted Answer

Check your spam/junk mail folder. If you still can't find it, confirm that you entered the email address correctly and contact us via chat or email.

Question 19

How do I use a discount coupon?

Accepted Answer

At checkout, enter the coupon code in the "Discount Coupon" field and click apply. The price will be updated immediately.

Question 20

Can I use more than one coupon on the same order?

Accepted Answer

Normally, only one coupon can be used per order, although in some cases there may be cumulative coupons. Always check the coupon rules.

Question 21

My coupon isn't working. Why?

Accepted Answer

Please check if the code is correct, if the coupon is still valid, and if the order meets the minimum value or promotion rules. If the error persists, contact us.

Question 22

Do the promotional discounts apply to all products?

Accepted Answer

Not always. Some items may be excluded. The rules of the promotion are indicated in the campaign itself.

Question 23

What forms of payment do you accept?

Accepted Answer

We accept credit cards, bank slips, PayPal, Shop Pay, Apple Pay, Google Pay, and other options displayed at checkout.

Question 24

Do you offer payment plans?

Accepted Answer

No. Unfortunately, we do not currently have partnerships with operators that offer installment payment plans.

Question 25

My payment was declined. What do I do?

Accepted Answer

Confirm your card details, available credit limit, and whether your bank has authorized the online purchase. If the problem persists, contact your bank or try another payment method.

Question 26

Is it safe to pay through the website?

Accepted Answer

Yes. Payments are processed by secure providers and your data is encrypted. We do not have full access to your card details.

Question 27

Can I pay in another currency?

Accepted Answer

Prices are displayed in €. International payments may be automatically converted by your card or payment method.

Question 28

Which regions do you ship to?

Accepted Answer

We ship throughout Europe. At checkout you will see the shipping options available for your address.

Question 29

How much is the shipping?

Accepted Answer

Shipping costs are calculated automatically at checkout, based on the address and weight of the order.Currently, we are working with a flat shipping rate of €8.00.

Question 30

What is the delivery time?

Accepted Answer

Delivery time varies depending on the address and shipping method chosen. You will see the estimated delivery time when calculating shipping costs at checkout.

Question 31

Do you offer free shipping?

Accepted Answer

Yes. But the free shipping option depends heavily on the products, locations, and any promotions. You will be informed of this at checkout.

Question 32

How do I track my order?

Accepted Answer

As soon as your order is shipped, you will receive a tracking code via email. You can track it using the link provided or on the "Track Order" page.

Question 33

My order is late. What should I do?

Accepted Answer

Check the tracking. If the estimated delivery time has passed and the status hasn't changed, contact us and provide your order number.

Question 34

What is the exchange and return policy?

Accepted Answer

You can request an exchange or return within 14 days of receiving the item, provided it is unused, with the tag and original packaging.

Question 35

How do I request an exchange or return?

Accepted Answer

Please contact our customer service department with your order number, the reason for the exchange, and whether you prefer an exchange, a voucher, or a refund. We will then send you the instructions.

Question 36

Who pays for the return shipping?

Accepted Answer

In case of a defect or error in shipping, we will cover the cost. In other cases, the cost may be borne by the customer, according to our exchange policy.

Question 37

---------How long will it take to receive my refund?

Accepted Answer

After receiving and analyzing the item, the refund is processed within [X] business days. The time it takes for the refund to appear on your statement depends on your card issuer/bank.

Question 38

Can I exchange the size or color of the same product?

Accepted Answer

Yes, if the item is in stock. Please specify the desired size or color when requesting the exchange.

Question 39

How should I wash my clothes?

Accepted Answer

Always follow the instructions on the inside label. In general, we recommend washing in cold water, not using bleach, and avoiding tumble drying to preserve the garments.

Question 40

Can I iron all the pieces?

Accepted Answer

Not all of them. Check the label on each garment to find out the recommended temperature and whether ironing is allowed.

Question 41

Do the pieces shrink?

Accepted Answer

Under normal conditions, our fabrics do not shrink; however, some natural fabrics may experience slight shrinkage after the first wash. To minimize this, follow the care label instructions and avoid very hot water and tumble drying.

Question 42

Is the brand sustainable?

Accepted Answer

ALINE CELI understands sustainability as a continuous act of respect — for people, for nature, and for time.We opt for the use of ethical materials and responsible processes, respecting the complete product lifecycle.

Question 43

Do you have gift cards?

Accepted Answer

Yes. We have digital gift cards with values ​​starting from €100,00. They are sent by email with a code to use on the website.

Question 44

How do I use a gift card for a purchase?

Accepted Answer

At checkout, enter the gift card code in the "discount code or gift card" field. The amount will be automatically deducted.

Question 45

Do you offer gift wrapping?

Accepted Answer

Yes. We offer gift wrapping and a card with a message. You can select this option in your cart or at checkout.

Question 46

Can the recipient exchange the item?

Accepted Answer

Yes, as long as it's within the timeframe and conditions of our exchange policy. He can contact the person who made the purchase using their order number.

Question 47

I can't complete the purchase. What do I do?

Accepted Answer

Try refreshing the page, clearing your browser cache, or using a different browser/device. If the problem persists, take a screenshot and let us know.

Question 48

The website isn't loading properly. Why?

Accepted Answer

This could be a connection or server instability issue. Try updating, clearing your cache, or using a different device. If the problem persists, please notify our support team.

Question 49

I can't access my account.

Accepted Answer

Please check that your email and password are correct. If you have forgotten your password, use the "Forgot your password?" option. If the problem persists, please contact us.

Question 50

Is my data safe with you?

Accepted Answer

Yes. We use secure connections (SSL) and follow best practices for data protection. Your information is only used to process your order and for authorized communications.

Question 51

How do you use my personal data?

Accepted Answer

We use your data to process orders, send updates, and, if you authorize it, send news and promotions. Details are in our Privacy Policy.

Question 52

How do I stop receiving marketing emails?

Accepted Answer

In any of our emails, click "unsubscribe" or "descadastrar" in the footer. You can also adjust your preferences in your customer account.

Question 53

How do I request the deletion of my data?

Accepted Answer

Please contact us at support@alineceli.com requesting the deletion of data linked to your email or account. We will guide you through the process in accordance with applicable law.