Return and Refund

At Alléiz, we are committed to providing our customers with high-quality products and exceptional service. This policy outlines the conditions and procedures for returns, refunds, cancellations, and alterations, specifically addressing the different product categories offered by Alléiz. This policy was updated on October 2nd, 2024.

1. General Terms for Returns

1.1 Return Window
Returns must be initiated within 14 days of the delivery date.

1.2 Condition of Items
Items must be returned unused, unwashed, and in the same condition as received, with all original tags and packaging intact.

1.3 Return Authorization
Customers must contact Customer Care to receive a Return Authorization Number (RAN) before returning any items.

1.4 Shipping Responsibility
Customers can choose to return items using a courier of their choice or request a return shipping label from Alléiz. If using their own courier, customers assume full responsibility for the item during transit. Alléiz is not liable for lost or damaged items if not using Alléiz’s provided return method.

1.5 Inspection and Processing Time
Upon receipt of the return, Alléiz will inspect the item(s). Please allow 5-10 business days for inspection and processing of returns.

1.6 Refunds
Refunds will be issued to the original payment method or as store credit/voucher (with a 3% bonus). Refunds will not include original shipping fees or return shipping fees if a return label is provided by Alléiz, except in cases of error.

1.7 Errors by Alléiz, Labels, Brands, or Designers
If the return is due to an error made by Alléiz, labels, brands, or designers (such as incorrect, damaged, or defective items), Alléiz will cover all costs involved, including the original shipping fee and return shipping fee, and will issue a full refund to the customer.

1.8 Non-Returnable Items
Final sale items, used or washed items, and items not in their original condition are not eligible for returns. Accessories and intimate apparel are non-returnable due to hygiene reasons, unless defective or damaged.

2. Specific Terms by Product

2.1 Ready-to-Wear Items
Ready-to-wear items are eligible for return within 14 days of delivery, provided they meet the general return conditions outlined above. Alléiz does not offer direct exchanges. To exchange a ready-to-wear item for a different size, color, or style, return the original item for a refund and place a new order.

2.2 Made-to-Order Items
Made-to-order items are not in stock and are created specifically for each order. These items are returnable as long as they do not fall under the made-to-fit category. Made-to-order items can be returned within 14 days of delivery, provided they are unused, unwashed, and in the original condition with all tags and packaging intact. Direct exchanges are not available for made-to-order items. To exchange, return the original item for a refund and place a new order.

2.3 Made-to-Fit Items
Made-to-fit items are customized with specific measurements provided by the customer, ensuring a tailored fit. Made-to-fit items are not eligible for return, exchange, or cancellation due to their personalized nature, except if they are defective or damaged upon receipt. All made-to-fit items are thoroughly inspected for quality and accuracy before being handed over to the courier, minimizing the chance of errors. Customers can request a complimentary one-time alteration within 14 days of delivery to ensure proper fit. Any further alterations, if needed and feasible, will incur additional fees. Contact Customer Care to arrange this service.

3. Cancellations

3.1 Conditions for Cancellations
Cancellations are available for ready-to-wear and made-to-order items only if the order has not been shipped by the expected shipping date. For example, if an order is expected to ship on July 22nd, cancellations can be requested if no shipping confirmation is received by July 23rd. Once an order has shipped, cancellations are no longer available, and the customer must follow the return process upon receipt.

3.2 Non-Cancellable Items
Made-to-fit items, final sale items, accessories, and intimate apparel are non-cancellable, non-returnable, and non-refundable due to their customized or final sale nature.

3.3 Customer Care Assistance
To initiate a cancellation, customers must contact Customer Care directly. Alléiz’s Customer Care team will assist with the cancellation process and ensure compliance with this policy. Alléiz reserves the right to refuse cancellation requests that do not meet the specified conditions.

4. Refunds and Processing Time

4.1 Original Payment Method
Refunds will be issued to the original payment method used for the purchase. Processing may take up to 10 business days, depending on your bank or payment provider. Refunds will not include original shipping fees or return shipping fees if a return label was provided by Alléiz, except in cases of error.

4.2 Store Credit or Voucher
If customers choose to receive their refund as store credit or a voucher, Alléiz will offer a complimentary 5% bonus on the order value (excluding original shipping fees, return shipping fees, and other charges). The store credit or voucher will be provided via email, with details including the amount, expiration date, and applicable terms and conditions. Store credits and vouchers are non-refundable and cannot be converted back to cash.

5. Defective or Damaged Items

For defective or damaged items, or if an error was made by Alléiz, labels, brands, or designers, contact [email protected] within 14 days of delivery. Include your order number, a description of the issue, and photos if possible. We will provide instructions for returning the item. If the item is confirmed defective, damaged, or incorrect, Alléiz will cover all costs, including original and return shipping fees, and issue a full refund or provide a replacement if available.

6. Store Credit and Customs Reimbursement

Alléiz reimburses customs fees paid by the customer upon delivery in the form of non-transferable store credit or a voucher. To qualify, customers must submit proof of payment. Reimbursements are subject to verification by Alléiz. Store credits issued for customs fees are non-refundable and void if a return is processed. If store credit has been used on another order, the refund for the returned item will be adjusted accordingly.

7. Changes to This Return and Refund Policy

Alléiz reserves the right to update or modify this Return and Refund Policy at any time. Changes will be posted on this page with an updated effective date. Review this policy periodically to stay informed of any updates.

Contact Us

If you have any questions or concerns regarding our Return and Refund Policy, please contact our Customer Care team at [email protected]. We are here to help you and ensure your satisfaction. For more details, please read our Terms of Use.