Refund policy
Returns and Refunds at Alcantarex
At Alcantarex, we want you to feel confident when shopping with us. If your purchase is not the right fit or the colour is not what you expected, we are here to help.
How to Start a Return
If you would like to return an item, please contact us within 14 days of the delivery date at:
Please include your full name and order number in your message. Our support team will provide you with the return instructions.
Once your return has been received and inspected at our facility, your refund will be processed within 5 business days.
Please note:
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Shipping fees and return costs are not refundable.
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Personalized items are not eligible for return.
Return Conditions
To ensure a smooth return process, please review the following guidelines:
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Returned items must be unused, in new condition, and in their original packaging.
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Your order number must be included inside the return package.
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We do not provide prepaid return labels for customer returns or exchanges.
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Returns must be requested within 14 days of the delivery date.
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Customers are responsible for ensuring that returned items arrive safely at our address. We recommend using a track and trace shipping service.
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If a return shipment does not arrive, no refund or replacement can be issued.
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If only part of an order is returned, any applied promotions or discounts may no longer apply, and the refund amount may be adjusted accordingly.
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If you receive a damaged or defective item, please contact us at contact@alcantarex.com within 3 business days of delivery so we can assist you.
Duties, Taxes and Import Fees for Returns
Customers are responsible for any duties, taxes, and import fees related to sending a return back to us.
These charges are determined by local customs authorities and are not covered by Alcantarex. Any charges deducted by customs or shipping carriers will not be refunded.
For assistance or questions, please contact our support team at:
Returns Paid with Klarna
If you return an order that was paid using Klarna, the refund will be processed through Klarna once your return has been received and approved.
The refunded amount will be issued using the same payment method used for the original purchase.
Depending on Klarna's processing times, it may take up to 14 business days for the refund to appear in your account.