ALAURS RETURN & REFUND

Effective Date: January 16, 2024

"We want your complete satisfaction with your recent purchase. Feel free to send it back if you're not delighted with it! Your happiness is our priority."

 

RETURN WINDOW

We gladly accept returns within 15 days of your order purchase date for all non-final sale items.

ELIGIBILITY CRITERIA

To qualify for a return, the item must be in the same condition as when you received it – unworn, unwashed, and not altered, with tags still attached if applicable.

They should ultimately be unused merchandise for a full refund within 30 days from the purchase date. Keep in mind that shipping fees paid on the original order are non-refundable.

REFUND CONDITIONS

A full refund is contingent upon the goods being returned in their original condition. If the item has been used (except for testing), damaged, washed, altered, has stains, fragrance, or is missing tags/labels, we may charge a fee for depreciation, or the return may be denied as per legal entitlement.

INITIATING THE RETURN OR EXCHANGE

Provide your order number and postcode or email to start your return. Or exchange process. We offer a prepaid returns label, with return costs deducted from your refund. Opting for the prepaid service ensures a fully tracked return to our warehouse.

You can initiate the process through our online portal or by contacting our customer service.

VERIFICATION AND APPROVAL

Our team will verify that the items meet the eligibility criteria. Once approved, you'll receive instructions on how to proceed with the return or exchange.

RETURN LABEL AND DOCUMENTATION

You'll be provided with a return label for shipping. It's essential to use the provided label and include any necessary documentation, such as the return receipt or tracking number.

DROP OFF YOUR PACKAGE

Drop off your package at a nearby UPS or DHL location. ALAURS is not responsible for lost returns. Choose a shipping method with proof of delivery or a tracking number. Keep the tracking number to monitor when your return is received. The return window is 30 days from delivery.

Following these steps ensures a smooth and timely return or exchange process for online purchases. If you have any questions or concerns, feel free to reach out to our Customer Care team for assistance.

TRACKING AND COMMUNICATION

Keep the tracking number or return receipt for your records. We'll communicate with you throughout the process to keep you informed of the status.

Our goal is to ensure a hassle-free return or exchange process, and we're here to assist you at every step. If you have any questions or need further clarification, feel free to reach out to our customer service team. Your satisfaction is our priority.

IMPORTANT NOTE REGARDING RETURNS

If unable to print the RMA form, write order information (order number and email address), reasons for returning or exchanging, and other comments on a piece of paper.

INDIVIDUAL ITEM REVIEW

All returned items are individually reviewed. If we receive an item in an unsuitable condition, we reserve the right to decline a refund. Non-compliance with this return policy may result in suspension, as per our Terms & Conditions.

REFUND PROCESSING TIME 

We aim to process your return and issue a refund within 5 -15 days. Please note that we are not responsible for items returned to us by mistake.

After receiving returned items, our team requires up to 3 business days to complete the refund process. The refund timeline varies depending on the payment method:

PayPal: 

Refunds to credit or debit cards may take anywhere from 3 to 15 business days, depending on the policies of your financial institution. Please note that this duration is beyond our control and is determined by the specific bank or credit card company.

We appreciate your patience during this process and strive to ensure a timely resolution for all refund requests. If you have any concerns or inquiries about your refund, feel free to reach out to our customer service team for assistance.

RETURN REJECTION

We reserve the right to reject returns sent after the allowed 30-day window or outside the return policy. If a return is declined, items may be sent back to your main delivery address at your expense to cover delivery costs.

DAMAGED OR FAULTY GOODS

If the goods are damaged or faulty upon delivery, contact Customer Care for instructions on returning the items for a full refund.

NON-RETURNABLE ITEMS

Certain items cannot be returned:

All items marked down 50% off or more are considered final sales and ineligible for a refund.

All magnet items, gift cards, gift boxes, and hijab value sets are considered final sales and cannot be returned or refunded.

GIFT CARD RETURNS

For purchases made with split payment (part gift card, part other payment method), refunds will prioritize the gift card(s). Any remaining balance will be refunded to the other original payment.

HOW TO RETURN A GIFT

If you received a gift purchased online and would like to return it for store credit, please follow these steps:

Ensure the item is unworn, unwashed, and unused with the original tags attached.

Contact customer service with the Order Number of the original purchaser to initiate the return process.

CONDITION OF RETURNED ITEMS

If an item is stained, damaged, or in a worn condition upon inspection, it may be returned if customer requests it and is willing to pay the new shipping charges.

Contact will be made with the customer before a final decision is made.

If you need additional assistance, please feel free to reach out to us via email or submit a ticket on the Contact Page. Our customer support team is here to help. You can also engage in live chat, call, or send us an email for prompt assistance.