Refund policy

Returns

We have a 14-day return policy, which means you have 14 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, with tags if applicable. You’ll also need the receipt or proof of purchase.

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.

You may try on an item as you would in a shop. If you return it with damage, stains, washing, or other signs of use caused after delivery, we will deduct the actual loss in value from your refund. If your handling has left the item with no remaining value, that deduction may equal the item’s full price. We will inspect the return, document its condition, and explain any deduction to you.

If your return is accepted, we’ll send you instructions on how and where to send your package. 

Cancelling an order before delivery

You can cancel an eligible order before it has been dispatched by emailing info@alpha-and-omega.eu with your order number and a clear request to cancel. If it has not shipped, we’ll stop fulfilment and refund the amount paid to your original payment method.

If the order has already shipped, you can still exercise your EU right of withdrawal. Contact us for return instructions; the change-of-mind return terms below will apply in this case.

For change-of-mind returns, customers are responsible for return shipping costs. We are not responsible for lost or damaged return shipments. We recommend using a tracked service and keeping your proof of postage. Contact us before sending the item so we can provide the correct return address and instructions.

You can always contact us for any return question at info@alpha-and-omega.eu.

 

Exchanges

If you would like a different item or size, contact us with your order number to arrange a return. Once we receive and inspect the item, we’ll refund the eligible amount to your original payment method. You can then place a new order for the item you want.

You are welcome to place the new order sooner if you do not want to wait for the return to be processed.

 

Damaged, defective, or incorrect items

Please contact us at info@alpha-and-omega.eu if an item arrives damaged, has a misplaced or weak print, or if we sent the wrong item or size. Include your order number and, if possible, photos showing the issue. We will assess it and explain the next steps.

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. We will resolve the issue in line with your legal rights, which may include a repair, replacement, price reduction, or refund, as appropriate. These rights are separate from the 14-day change-of-mind return period.

 

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. 

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not.

We will refund eligible returns to your original payment method. For an EU withdrawal, this includes the item price and the original standard delivery charge; any extra amount paid for a more expensive delivery option does not have to be refunded.

We will refund you without undue delay and no later than 14 days after you notify us you wish to withdraw. We may withhold the refund until we receive the item or you provide evidence that you have sent it back, whichever happens first. If the item has lost value because of handling beyond what was needed to inspect it, we may deduct that proven loss from the refund. If we discover such damage after issuing the refund, we will contact you with evidence and seek reimbursement of the loss in value.

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.