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Exchanges / Returns

Exchanges and returns

At ALT.IST we want to ensure that you are completely satisfied with your online purchase; if you receive any merchandise that you are unhappy with, simply return to us within 14 days, in the condition that you received it and we will offer a credit note. Please note freight costs for exchanges are to be covered by the customer.

Sale merchandise and purchases under promotions can only be exchanged except in the case of a fault.

To ensure we offer the best quality product to all customers, please observe that any items returned are in the condition it was received. Products with makeup marks, no hygiene stickers or removed tags will be rejected.

FAULTY RETURNS

We check all items personally before orders are delivered and note their condition.

If you have a faulty item that you would like refunded, repaired or replaced, please contact us on info@altist.co to complete the return process.

Please note, the process for any faulty return claims is as follows:

Either process of 1) or 2) 

1) Send pictures of faulty item which we pass on to the supplier to assess for suitability of return.

2) Send item to supplier by post. The cost of postage will be at the customer's expense and if the item is deemed as faulty by the supplier, the cost of postage will be covered by the supplier.

If the fault is deemed to be caused by the customer the item can be returned to the customer at the customer's expense or kept by supplier if the customer opts to do so.

If the fault is deemed satisfactory for a return we will offer a refund, exchange or credit note for the value of the item.

Please note that intentionally damaging products in order to attempt return is not only unethical but also puts financial pressure on businesses already effected by recent Covid19 business implications.

Furthermore, it is wasteful and harmful to the environment.

Please act in a respectful and ethical way when claiming returns.

EXCHANGE POLICY

A direct exchange will be made if the new request is to the exact value of your original purchase. Where your exchange request is of a higher value than your original purchase we will issue you store credit that you can use to purchase the item your preferred item.

EXCHANGE TERMS AND CONDITIONS

All items returned for refund or exchange must be returned in the original condition with tags attached (unless faulty) and any hygiene stickers in place. Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged.

East Label does not accept COD deliveries and any returns sent COD will have the postage costs deducted from your refund.

It may occur that some exchange requests may not be processed if your requested item is out of stock and a refund or store credit will be processed instead in these instances. We recommend placing a new order online and returning your original items for a refund or store credit to avoid exchange items selling out. You will receive an email to notify you whether a refund or exchange was made on your return. We apologise for any inconvenience caused.

INTERNATIONAL CUSTOMERS

Please note that if you return a product on which duty and tax has been paid, ALT.IST is unable to refund such duty or taxes.

Except for where your garments may be faulty; shipping and handling charges will not be refunded and we will not pay for the cost of sending the goods back to East Label.

If an order is deemed faulty, we will reimburse the cost of return postage in addition to your refund. For further in-depth information on faulty items, please contact our customer service team.

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