Refund policy

At Alterie, we want you to be completely satisfied with your purchase. As our items are dispatched directly from our international fulfillment centers, please review our refund and return policy below.

14-Day Return Window

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return. Requests submitted after this period will not be eligible for a refund or exchange.

Eligibility & Conditions

To be eligible for a return, your item must be in the exact same condition that you received it:

  • Unworn, unwashed, and completely unused
  • With all original tags attached
  • In its original packaging
  • Accompanied by the receipt or proof of purchase

Return Shipping & Process

  1. Initiating a Return: Contact us at alterie.help@gmail.com within 14 days of receiving your package, including your order number and reason for return.
  2. Customer Responsibility: Customers are responsible for paying their own return shipping fees to our designated international warehouse. Return shipping costs are non-refundable.
  3. Tracking Requirement: Return packages must be sent using a trackable shipping service. We cannot process refunds for lost or untracked return shipments.
  4. Important: Items sent back to us without prior approval and return instructions will not be accepted.

Damaged, Defective, or Wrong Items (Our Guarantee)

Please inspect your order immediately upon arrival. If the item is defective, damaged, or if you received the wrong item:

  • Contact us within 72 hours of delivery at alterie.help@gmail.com with clear photos or video evidence of the issue.
  • We will take full responsibility and provide a free replacement or a full refund without requiring you to pay return shipping.

Shipping & Delivery Notice

Our items are dispatched from our international partner warehouses. Depending on the shipping method selected at checkout, standard delivery typically takes 5 to 18 business days. Delivery times may vary slightly during peak seasons or due to customs processing.

Exchanges

The fastest way to exchange an item for a different size or color is to return the original item (following our standard return procedure) and make a separate purchase for the new item once your return is approved.

European Union 14-Day Right of Withdrawal

In accordance with EU consumer protection law, customers residing in the European Union retain the legal right to cancel or return their order within 14 days of receipt. Items must meet all standard eligibility conditions (unworn, original packaging, tags attached). Return shipping costs remain the customer's responsibility.

Non-Returnable Items

For hygienic and safety reasons, the following items cannot be returned or exchanged:

  • Earrings & Pierced Jewelry
  • Bodysuits & Intimates
  • Custom or Personalized Products
  • Final Sale / Clearance Items & Gift Cards

Refunds

We will notify you once we’ve received and inspected your return. If approved, your refund will be automatically processed back to your original payment method within 5 to 10 business days.

(Processing times may vary depending on your bank or payment provider. If more than 15 business days have passed since return approval, please reach out to alterie.help@gmail.com).