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 are the eligible reasons for accepting returns:
- Item damaged upon receiving it
- Item is misprinted, either in the wrong location, or the print is weak
- Wrong item sent
- Wrong item size sent
Please keep in mind that for made-to-order goods, we do NOT accept returns and will not provide a refund for buyer’s remorse (not liking the product after receiving it), or for wrong size ordered by the customer.
To start a return, you can contact us at info@alpha-and-omega.eu.
To qualify for a return, you will need your order number, and visual evidence (photos or videos) of the issue.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Customers are responsible for return shipping costs. We are not responsible for lost or damaged return shipments, therefore we recommend using a tracked shipping service.
You can always contact us for any return question at info@alpha-and-omega.eu.
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.
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 types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
The following items cannot be returned or refunded:
- Made-to-order or custom products
- Items purchased during sales or promotions
- Items returned due to wrong size selection by the customer
- Items showing signs of wear, washing, odor, or damage caused after delivery
Sizing responsibility lies with the customer. We provide detailed size guides to help you choose correctly. For more information for your item, contact us at info@alpha-and-omega.eu.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@alpha-and-omega.eu.