Refund policy

RETURNS & REFUNDS POLICY

We hope you are happy with your order. If you change your mind, you have 14 days from the date you receive your order to notify us that you wish to return it. Once you have notified us and your return has been accepted, you then have a further 14 days to send the item back to us.

Return requests made outside the initial 14-day period will not be accepted for change-of-mind returns. If an approved return is not sent back within the following 14-day period, we reserve the right to refuse the return.

To request a return, please contact hello@alvaclo.com with your order number and reason for return. Once your return request has been accepted, we will provide you with the return address and instructions.

Please do not send returns to our registered office address.

Returned items should be unworn, unused and returned with their original tags. 

RETURN POSTAGE

For general returns you are responsible for arranging and paying for the cost of returning your order to us.

If an item is faulty, damaged, incorrect or otherwise not as described, please contact us within 7 days of receiving your item so that this can be investigated.

We recommend using a tracked delivery service and retaining proof of postage until your return has been processed.

NON-RETURNABLE ITEMS

Certain items may be excluded from the right to cancel where permitted by law, including personalised or custom-made products and sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

If you are unsure whether an item can be returned, please contact us before sending it back.

SALE ITEMS

Sale items are subject to the same statutory return rights as full-price items unless a specific legal exception applies.

EXCHANGES

If you would like a different size or item, please return your original item in accordance with this policy and place a new order for the replacement item.

REFUNDS

Once we receive your return, we will inspect it and let you know when your refund has been processed.

Approved refunds will be made to your original payment method. We will issue the refund within 10 working days of receiving the returned goods. Your bank or payment provider may then take additional time to show the refund in your account.

For any questions regarding returns or refunds, please contact hello@alvaclo.com.