Refund & Return Policy

Overview

Our refund and returns policy lasts 28 days. If 28 days have passed since your purchase, we can’t offer you a full refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Not sure about your size? Our Size Guide can help you to find your best size fit!

Additional non-returnable items:

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

Refunds

Returning an unwanted item?

We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, including rules about fair use. None of these rules affects your statutory rights.

If you return an item within 28 days of it being delivered to you, or available for collection, we’ll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of having received the returned item into our warehouse.

If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

After that? We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at shop@alelabel.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Can I exchange my item?

We don’t offer exchanges on orders. If you would like a different size or colour, please return your unwanted item and place a new order.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, send us an email at shop@alelabel.com, so we can start the process of returning your product. Then you should mail your product to our warehouse.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

PLEASE NOTE: If you are returning items to us from an international location, It is also very important that you label the items as ” RETURNED GOODS”. Failure to do so will result in the package being held in customs and charges may be applied for customs duty. The parcel will not be released and forwarded to us unless YOU the customer pay these fees. If you do not pay the fees, the parcel will be returned to you by the Australian Customs Dept at the customer’s expense.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.