FAQ – Alpha&Omega

Frequently Asked Questions

Products & Materials

What materials do you use?

Our apparel includes soft cotton, cotton blends, and lightweight performance fabrics such as polyester and recycled polyester. Materials vary by product—check each product’s description for its exact composition and features.

How do I choose the right size?

Check the size chart on each product page before ordering, as sizing may vary between products. If you’re between sizes and prefer a looser fit, choose the larger size. Always follow the care instructions to help maintain the fit.

How should I wash and care for my products?

Always follow the care label. For clothing, wash inside out on a cold, gentle cycle with similar colours. Avoid bleach and fabric softener, air dry where possible, and do not iron directly over prints or embroidery.

Are your products made to order?

Yes, our products are made to order rather than produced in bulk, helping reduce overproduction and ensure attention to detail. Please allow time for production before shipping. Estimated delivery times are shown on each product page.

Orders & Delivery

How long will my order take to arrive?

Orders may take 7-10 business days for deliveries to the EU, while other destinations in Europe, may take 3-13 business days. These dates are estimates and may be affected by delays.

Where do you ship to?

While we mainly specialize in Europe, we also offer delivery to most parts of the world.

Where do you ship from?

Orders are mainly shipped from our fulfilment partners in Latvia and Spain. The dispatch location depends on the product and availability.

How much does shipping cost? Is it free?

Within the EU: €4.95, or free on orders of €60 or more.
Outside the EU: €8.95, or free on orders of €100 or more.

Shipping is available to selected destinations, with availability confirmed at checkout.

How can I track my order?

Once your order ships, you’ll receive an email with a tracking link. Please allow some time for tracking updates to appear after dispatch.

Will my items arrive together?

Items in the same order may arrive separately due to different production times or fulfilment locations. If your order is split, you’ll receive a tracking link for each shipment.

Can I change or cancel my order?

Email info@alpha-and-omega.eu with your order number and requested change or cancellation as soon as possible. Eligible orders cancelled before dispatch will be stopped and refunded to your original payment method.

If your order has already shipped, EU customers can still exercise their right of withdrawal. Contact us for return instructions; our change-of-mind return terms apply.

Will I be charged customs duties or taxes?

Our displayed prices include applicable taxes. Depending on your destination and where your order ships from, additional import taxes, customs duties or handling fees may apply. These are your responsibility and are not included in our prices or shipping charges. Customs checks may also delay delivery.

Returns, Exchanges & Order Issues

Can I return my order?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

How do I return an item?

Email info@alpha-and-omega.eu within 14 days of receiving your item, including your order number. We’ll provide return instructions and the correct return address.

You may try items on as you would in a shop. Return them in their original condition, with tags where applicable. Signs of use, washing or damage may result in a deduction reflecting the item’s loss in value.

Can I exchange an item or size?

Exchanges are handled as a return and a new order. Contact us with your order number to arrange the return. Once we receive and inspect your item, we’ll refund the eligible amount to your original payment method. You can place your new order at any time.

Who pays for return shipping?

You cover return shipping if you change your mind or order the wrong size. If your item is faulty or we sent the wrong item or size, we cover the return shipping costs. Contact us before shipping so we can arrange a prepaid label or agree on reimbursement.

What if my item is damaged, defective, or incorrect?

Email info@alpha-and-omega.eu with your order number and, if possible, photos showing the issue. We will cover reasonable return shipping costs and the delivery cost of a replacement when an item is faulty or we sent the wrong item. We will provide a prepaid label or agree on reimbursement before you ship it.

What if my order hasn't arrived or was lost?

Check your tracking link for updates. If the estimated delivery date has passed, or tracking shows delivered but you haven’t received your package, email info@alpha-and-omega.eu with your order number. We’ll investigate and help resolve the issue. If your order is confirmed lost in transit, we’ll arrange a replacement or refund at no extra cost.

Will I be refunded if I return an item?

Yes, eligible returns are refunded to your original payment method. If the item shows damage or use beyond trying it on, we may deduct its actual loss in value.

When will I receive my refund?

Eligible refunds are issued to your original payment method within 14 days of your return request. We may wait until we receive the item or proof that you’ve sent it back, whichever comes first. Your bank or payment provider may need additional time to credit your account.

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