EXCHANGE & RETURN POLICY - AL.TER
This exchange and return policy is valid from Nov 2022.
CONDITIONS FOR MAKING AN EXCHANGE:
Our handmade pieces are produced according to customer demand, so we only accept exchanges if your product is defective.
In the event of an exchange of other items, the customer will have 30 calendar days to make the exchange, in accordance with the Consumer Protection Code.
WE WILL NOT COVER THE COST OF INTERNATIONAL EXCHANGES.
The garments must be returned in the same condition as they were sent: no odors, signs of use, alterations, and they must have the tag on the garment. Therefore, always check your purchase before removing any tags.
We ask that the customer sends us photos of the goods proving their preservation, accompanied by the order number to our e-mail address: [email protected]
CONDITIONS FOR MAKING A RETURN:
To request the return of a garment (that is not made to order/handmade), it must meet the following standards:
1. The item must not show any signs of use or alterations;
2. All tags must be attached to the item;
3. It must be in its original packaging, if it comes with one (such as protective bags);
4. It must be within 7 days of receipt of the goods;
5. All return costs are the responsibility of the customer;
If the returned products do not meet the above criteria, we will not accept the requested return. AL.TER may therefore return the product to the customer, together with the reason for the refusal.
We ask that the customer sends us photos of the goods showing that they are in good condition, together with the order number, to our e-mail address: [email protected]
DEFECTIVE PRODUCTS:
If your item is defective, please contact us and return the item within 7 calendar days of receiving the order at your address.
HOW TO REQUEST AN EXCHANGE FOR DEFECTIVE PRODUCTS:
Send an e-mail to [email protected], stating your full name, order number and information about the defect in the item (description with photos or videos). We will analyze your case within 15 days from the date we receive the returned products. Please bear in mind that if it is necessary to produce a new product, you will have to wait for the requested production time indicated in the description.
In order to exchange the product, it must be in the same condition as when you received it, with no signs of use. It is also essential that the item is in its original packaging.
RETURN FOR REGRET (HANDMADE ITEMS):
Our handmade pieces are produced on customer demand, so we do not accept returns in case of regret.
NOTE:
KEEP IN MIND THAT OUR HANDMADE PRODUCTS REQUIRE EXTRA CARE. FOLLOW OUR CARE SUGGESTIONS SO THAT YOUR PIECE STAYS IN GOOD CONDITION.
CONTACT US:
If you have any questions about our exchange policy, please contact us at [email protected]
