Did you order an item which you don't want? Or did you change your mind and would like to exchange? ALPHACTORY has a refund and returns policy which is created to help our customers with return or exchange issues, making sure customers get their desired outcome with the least hassle.
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 (you) must pay for delivery cost as ALPHACTORY does courier service whose cost is exclusive from the product price.
In case of refund, the same scenarios apply for the products and the timeframe. The product must be unwashed or unworn and must be returned inside the original packaging sleeve with hangtag still attached to the garment. The refund process should be done within 14 days after you have received the product.
We only offer in-store credit as a refund for non-faulty items and will only be issued after receiving and testing the product quality to ensure it meets our acceptable product standard (unworn, unwashed, hangtag attached, comes inside product sleeve and is returned within the specified timeframe of 14days).
Customer must keep their receipt of the delivery courier used to ship back the item to our facility as it will be considered as a proof of return. If a customer is unable to provide a receipt number or photo upon request, ALPHACTORY reserves the right to refuse any refund and ship back the item back to the sender. Customer is liable to cover any shipping cost during the return process and will only be issued in-store credit equivalent to the product price. Furthermore, the customer must pay for shipping charge if a different item is ordered using the refunded credit.
Note: ALPHACTORY will not be held liable if an item goes missing before it reaches our facility. Customer is solely responsible for ensuring the returned item arrives safely in our facility, and if any issue persists, the customer will need to sort out with the delivery courier used to make the return.
Can I return or exchange items bought from the sale?
If an item is bought when it was on sale, we can issue an in-store credit for the item. We do not offer direct exchange between products; however, you can use the in-store credit to make a purchase for any item you like.
What to do if I have received the faulty, wrong or missing item?
Firstly, we would like to apologize if you've received any faulty item. Please do get in touch with our customer support team as we would be happy to resolve the issue as quickly possible. Keep your Order number, product description and a photo of evidence ready so that our support team can verify the problem. You are eligible to claim a full refund (in-store credit or debited into your account) including the shipping cost if the product you have received is faulty.
If you have received a wrong item same procedure applies where you will be required to return the incorrect item back to us after getting in touch with the support team, and we will rectify the issue as soon as we can.
In case of a product is missing from your order, contact our support team with your order number and let us know what is missing from your order. We will ensure your issue gets resolves as quickly possible.
Refunds and Returns Policy version 20/02/2020