RETURNS AND EXCHANGES
We will gladly accept exchange or return of full price, unworn, unwashed unmarked, unaltered and undamaged merchandise.
Items must be in original condition and must not have been altered, worn or washed. All tags must be attached. All garments are despatched with attached tags. If the tag is removed the item no longer qualifies for return.
Any garments returned to us with makeup/fake tan or any other markings/stains will not be refunded or exchanged. Garments that have been damaged in any way will not be exchanged or refunded.
Aleta Lucia reserve the right to deny a refund or exchange if the merchandise does not meet our returns policy requirements once assessed. If a returned item is denied, the goods will be returned to the customer.
Australian customers have 14 days in which to return their item from date of purchase to qualify for return and exchange (please note, your return must be received within the 14 day timeframe) or in the case of exchanges, from the date their exchange item was despatched. If items are received outside of the 14 day timeframe they will not be accepted and will be returned to you.
Overseas customers must notify Aleta Lucia that they are returning their item within 14 days of receipt and the item must be received back within 21 days of the day the item was received (not date of purchase). If items are returned to us outside of the 21 day timeframe they will not be accepted and will be returned to you.
NO REFUNDS WILL BE ISSUED ON SALE ITEMS
We advise customers to choose carefully as sale items will not be refunded unless deemed faulty. We do not refund on sale items for change of mind. If you wish to exchange your item for an item that requires an additional payment to be made towards that item, we will notify you of the amount and method of payment. Please note that Aleta Lucia does not have, and cannot access, any financial data linked to our customers therefore we will provide you with the account details into which the direct payments are to be made.
Please DO NOT include any credit card details on Returns Forms or in emails.
Please note that we DO NOT have Credit Notes and all exchange requests must be processed against other items.
HOW TO RETURN YOUR ORDER
Returned merchandise should include the vendor packaging and be in the original condition as when it was received. Customers will be responsible for shipping and handling charges for any returns/exchanges. Aleta Lucia recommends sending return parcels via registered post as we are not liable if your return is not received at our address. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our registered address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Aleta Lucia will not be held accountable for any losses.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN/EXCHANGE?
Once your order has been received at our head office your return request will be processed within 3 business days and any exchange will be subject to the exchange item being in stock.
If an item cannot be exchanged for the same style in a different size, due to that size being out of stock, customers have 14 days in which to select a new item.
For exchanges, please allow 5 business days for delivery unless otherwise specified. Exchanges will be dependent on the availability of stock.
For refunds please allow up to 7 business days for your refund to be processed if you paid via credit card or Paypal.
For exchange of size, colour or style, please email our customer service team, firstname.lastname@example.org to notify us of your request. Once your return is received your exchange will be processed and dispatched usually within 2 business days.. Please note, we try our best to fulfil exchange requests however these requests are based on stock availability.
Please complete the returns form that will be provided to you with your order number, name and contact details. Monies will be refunded back into the account used to make the original purchase. Shipping costs are non refundable. Items that have been worn will not be refunded unless a manufacturing fault is determined.
* Refunds are processed as reversals of the original payment, ie. If paid via credit card, we will refund to the same credit card. If paid via PayPal, we will refund to your PayPal account.
* We cannot exchange or refund items purchased through our stockists or other online retail stores. Items must be returned to the original place of purchase.
We inspect all garments prior to dispatch. We advise customers to contact us immediately if they suspect a faulty item and where possible send an image of the 'fault'.
Aleta Lucia will not be held accountable if customers do not check or try on their garments immediately on receipt and return the item within 14 days if there is an issue with the garment. After 14 days of the garment being in the possession of the buyer, Aleta Lucia determines that the customer has accepted the item.
Garments that are returned as ‘faulty’ will be inspected immediately they are received and an email notifying you of the outcome will be sent within 5 days.
Goods are deemed faulty if:
a) the goods are damaged when the customer receives them
b) the goods show a distinct manufacturing fault
Please note that garments that are damaged as a result of wear and tear are not considered faulty.
Garments that have been altered or garments that have any attempt at repair made by the customer or registered alteration specialist will be refused.
Once an item has been confirmed as faulty we will process either a refund or exchange as well a refund on postage.
Please ensure that you have notified us that you are returning a faulty item and that you have completed the Returns form correctly.