Politique de remboursement
We have a 30-day return policy, which means you have 30 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org
A “Change of Mind” return is subject to a number of conditions, as outlined below:
Condition of the item
If you have changed your mind about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging and condition.
Condition of the packaging
The item must be packed securely, using the packaging originally supplied with the item. If the item is not returned to us in the original packaging and in original condition, we reserve the right to not accept the return and you will be responsible for the cost of receiving your returned goods back to you. This also includes not packing the item up sufficiently to avoid damage in transit back to us.
The following categories are not eligible for a “Change of Mind” return:
- Personalized items;
- Gift Cards;
- Orders for commercial or non-domestic use;
Processing your “Change of Mind” return
For all “Change of Mind” returns, please email email@example.com to our Customer Care Team. A member of our Customer Care Team will assist you with booking your return.
We require photographs to be sent along with your return request, showing that the item and its packaging are both in an acceptable condition, before a “Change of Mind” return can be processed.
Once we receive the returned item from you and it is determined to be in an acceptable condition, we will provide you with either a refund or store credit (as chosen by you).
The refund or store credit amount issued will not include any shipping costs you may have paid in the original order.
We will deduct any freight costs associated with the item’s return from the final refund or store credit amount issued to you.
Incorrect Item/Damaged on Arrival
If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.
Alcyone may require receiving items back, in this case, we will arrange the pickup and cover the costs of the return. Please ensure the product is well protected and packaged similarly to the way you received the product.
We will not provide a remedy if, in our reasonable opinion, the issue with the product has been caused by:
- fair wear and tear.
- misuse or failure to use in accordance with the manufacturer's instructions.
- improper maintenance or failure to properly care for the item.
Please also note that we will not process returns where the damage is to the external packaging or product packaging only.
In the event where we do not require to have the item back, we may request to dispose of it, but please don't dispose of the item until we have confirmed that it is ok to do so. We reserve the right to decline the refund if you have disposed of the item without our approval.
In the case of a refund or store credit, the amount issued will be equal to the original amount paid for the item, including shipping costs. Please note that refunds can only be processed back onto the card or into the account that the original payment was taken from.
If you wish to cancel your order, it must be canceled within 24 hours of the order placement, in which case we will provide you with a full refund. Cancellations after that time may be treated as a “Change of Mind” return.
All orders placed between the 1st December and the 25th December in a calendar year can be returned up until the 31st January of the following calendar year.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.