Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
These conditions apply to our voluntary 30-day return policy and do not limit any statutory consumer rights that may apply.
To start a return, please contact us at support@alveline.com. If your return is accepted, we will provide you with the appropriate return address. Please do not send any items back without contacting us first.
If your return is accepted, we will provide you with instructions on how and where to send your package. For returns due to a change of mind or the exercise of the right of withdrawal, the customer is responsible for the direct cost of return shipping. If the item is defective, damaged, or incorrect, Alveline will cover the return shipping costs and provide the necessary return instructions. Items sent back without first requesting a return will not be accepted.
You can always contact us for any return question at support@alveline.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain items may not be eligible for return for hygiene, health, safety, or other legal reasons where applicable. We will clearly inform you if a specific product is subject to a return restriction.
These exceptions do not affect any statutory consumer rights that may apply, including your rights in relation to defective, damaged, or incorrect items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If your order is delivered to a country within the European Union, you have the right to withdraw from your purchase within 14 days from the date you receive your order, without providing a reason.
During this period, you may inspect and handle the product only as necessary to establish its nature, characteristics and functionality, as you would be permitted to do in a physical store. You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
To exercise your right of withdrawal, you may submit our online Withdraw from Contract form at https://alveline.com/pages/eu-withdrawal-request or contact us at support@alveline.com within the 14-day period. Once we receive your withdrawal request, we will provide you with the appropriate return instructions.
Refunds
We will notify you once we have received and inspected your return and let you know the status of your refund. If approved, the refund will be issued to your original payment method.
For customers exercising their statutory right of withdrawal within the European Union, refunds will be processed without undue delay and no later than 14 days from the date we are informed of your decision to withdraw. We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Where applicable under the statutory right of withdrawal, the refund will include the cost of standard delivery originally paid. Additional delivery costs resulting from choosing a delivery method more expensive than our standard delivery option are not refundable.
After a refund has been issued, please allow additional time for your bank or payment provider to process and post the refund to your account.
If you have any questions about your refund, please contact us at support@alveline.com.