RETURN & REFUND POLICY
HOW DO I CHANGE OR CANCEL MY ORDER?
By making the purchase you acknowledge and agree that the goods are bespoke, and made specifically for you, they are custom-made goods and are produced only after customers purchase has been made and confirmed. Prior to customers’ purchase, no stock of the purchased goods exists.
After making a customer’s purchase, you have 24 hours to cancel or change the customer’s order (size, color, quantity, shipping address). After this timeframe, customers’ orders will go into production and we will be unable to change it for you.
Please send an email to [email protected] with detailed information as below:
Subject: Change (or Cancel) the order {Enter customers order number here – you can find it in the confirmation email after placing the order}
What you want to change (size, color, quantity, shipping address) or cancel the order.
We will reply to customers’ email within 24 – 48 hours.
Once the 24 hours have elapsed and customers purchase goes into production, customers rights to make changes or cancellations are forfeit. Other than where goods are faulty, you have no right to cancel any order or return any goods purchased and all orders are final.
WHEN I CAN RECEIVE A REPLACEMENT?
We will only replace another items for you unless the items you received has these problems as below:
- Incorrect Order: the product you received has some errors compared to the information you noted in your order such as size, style, color of the products, your address, your customized note, or the design in real product is significantly different from the design in products we advertised on the website…
- Bad quality: blurry/wrong color image.
- Defective/Damaged: due to the fault of our factory or the shipping service.
NOTE:
Please attach the photograph or video showing the specific problem with the product and the order number for us.
Please make sure the product is unwashed, unworn, unused and was received in the last 30 days.
We will replace another correct product for you in a short time as soon as possible. You don’t need to return the original item and we will resend you a replacement for free.
WHEN I CAN RECEIVE A REFUND?
If you are not entirely happy with your purchase you can return your item/s within 30 days of delivery, for a full refund to the original payment.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 2 weeks. Please note that it may take up to 14 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process.
Return Costs
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.
No Restocking Fee (We don’t charge a fee on stock items if returned within 30 days of receiving).
To start a return, you can contact us at [email protected]. Please note that returns will need to be sent to the following address: 44679 Endicott Dr Suite 300, Ashburn, VA 20147, United States
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Our office hours are: 9am – 5pm EST, Monday – Saturday
US Office: 761 Mabury Rd STE 85, San Jose, CA 95133, United States
📞+1 (503)-568-1586
[email protected]
Website: https://alokids.com/