Eligibility

• Items must be unused and returned with all original designer tags, labels and packaging intact.
• Items that do not meet these conditions may be refused and returned to the customer.
• Late returns may be accepted at our discretion and, where accepted, may be issued as store credit.
• If an item was received as a gift, any eligible refund is issued as store credit, valid for 12 months, rather than returned to the original purchaser's payment method.

How to Request a Return or Exchange

1. Email e-services@alostouraworld.com within the applicable return window.
2. Include your name, Commercial Invoice Number and the reference(s) of the item(s) you wish to return.
3. For an exchange, specify the requested size, color or replacement reference.
4. Confirm that you still have the Return Airway Bill included with your original shipment.
5. We will provide the required Return & Exchange documentation and instructions.

If you are returning an item

You will receive the Return Commercial Invoice by email within one business day, containing the information needed to send the merchandise back to us.

If you are exchanging an item

We will check availability of your requested replacement and, where possible, reserve it for you. Any price difference to be paid or refunded will be communicated before the exchange is completed.

Preparing Your Return

1. Print four copies of the Return Commercial Invoice and sign each copy where indicated.
2. Place the merchandise back in its original packaging. Include one signed copy of the Return Commercial Invoice inside the package.
3. Do not seal the package before collection, as the authorized shipper may need to inspect its contents.
4. Schedule collection with the shipper using the contact details provided on the Return Commercial Invoice.
5. Hand the package, Return Airway Bill and the remaining signed copies of the Return Commercial Invoice to the shipper.

Returns and exchanges can be shipped back using the authorized shipper specified in your Return & Exchange documentation. Collection through the authorized service is free of charge. If you use an alternative shipper, you are responsible for any associated charges and for the shipment while in transit.

Refunds

• Approved refunds are credited to the original payment method used for the purchase, subject to the applicable payment provider.
• Refunds may take up to 10 working days to appear in the customer's account after processing.
• Shipping, duties and taxes are non-refundable.
• Refunds can only be made to the original purchaser and the original payment account where applicable.

Exchanges

The exchange procedure applies whether you are requesting the same reference in a different size or color, or a different reference altogether.

• Exchange requests are subject to availability.
• Shipping is free for the second shipment when all items being exchanged are returned together in the same shipment.
• International customers may be responsible for import duties and taxes again on replacement items, depending on the destination country's applicable rules.

After We Receive Your Return

1. We inspect the returned merchandise to confirm that it meets the return conditions.
2. Once approved, we email confirmation of the return and refund.
3. For an exchange, the replacement item is dispatched according to the exchange instructions.

Product Presentation

We make every effort to represent products as accurately as possible. However, differences between monitors and devices may affect how colors and textures appear on screen.

Need Assistance?

For return, exchange or order assistance, contact e-services@alostouraworld.com. Please include your Commercial Invoice Number so our team can assist you efficiently.