Returns Policy
If you purchased an item and changed your mind and would like a refund or exchange, you must get in touch with our support team within 14 days after receiving the product. The product must be unwashed or unworn as we follow strict Health and Hygiene standards. Also, the product should be returned with its hangtag and original packaging sleeve. Always make sure you inspect the product as soon as you receive it for any signs of wear and tear and get in touch with our friendly support team to rectify the issue.
Please do not send any item straight to our facility before you get in touch with our support team to process a return. We will not accept a return until an official complaint or request for return is made and processed. If we receive any product as a return that has not been approved by our support team would be sent back to the sender. When getting in touch with our support team for lodging a return request, you will need your:
- Order Number (provided with the order confirmation email at the time of purchase)
- Product Name, Colour and Size
- Description (Reason for your return)
- Photo Evidence (logo must be visible, with hangtags attached and original packaging present)
We do not offer a direct exchange on our products as of this moment, but we came up with a way to ensure our customers do get what they want at the end of the day! Once your item reaches our facility, we will thoroughly inspect the item (please allow four business days for items to get inspected), once the item is found acceptable for return, we will issue a store credit with which you can order your desired product
Note: the customer must pay for return delivery cost.
Shipping
Once you placed the order, usually it will be sent out within the next business day, but please allow 4-7 business days for orders to be shipped out during the sales or peak seasons. A tracking number will be sent out via email once we sent out the order which will also have your order ID with a list of items included. From there onward you will be able to track your order and see its whereabouts. If you haven't received an email confirming your order ID then, please check your 'Spam' folder before getting in touch with our customer representative.
The shipping time will depend on the type of shipping method you've chosen. For more info, please see the 'Shipping Policy
' page for estimated time deliveries and costs. However, the shipping time mentioned is an estimation and Alphactory is not liable for unexpected delays caused by any natural disasters, political unrest, riots etcetera which could prevent our courier service from delivering the item on time.
