RETURNS & EXCHANGES
We happily offer a 14 day return policy. If you have waited longer than 14 days since you receive you purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return within 14 days please kindly comply with the following conditions:
All products must be returned in their original condition, unworn, unwashed, unsoiled, with tags attached, in original packaging and suitable for re-sale
All products must be returned within 14 days of receipt
The original invoice is provided as proof of purchase
All products must be returned in a waterproof courier bag
We recommend using a tracked service as Alcana takes no responsibility for lost or missing packages.
You will be responsible for the cost of all exchange and return shipping unless the goods received are faulty.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, including the approval or rejection of your return.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We will happily offer you the option to exchange items that do not fit correctly and swap them for the right size if available or an online credit note of same value to the price of the returned item valid for 6 months.
We are happy to exchange garments for alternate size within 14 days of receipt. All products must be returned in their original packaging with original tags, suitable for re-sale. Garments must not be worn, washed, soiled or damaged, in this case the garments will not be accepted for exchange and will be returned to sender. If the size of the garment required is not available we will exchange with a different style, credit or refund depending on the above conditions.
Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault has occurred. Please note that items which have been damaged as a result of some wear and tear are not considered to be faulty. It is also important to take care when caring for your garments and follow the washing instructions carefully as natural dye clothing needs to be washed separately by hand with gentle detergents. In accordance with Consumer Affairs, where possible, we will offer to repair faulty items. Please note that returned goods will not be accepted without proof of receipt.
How to return your order
To apply for a return or exchange, please email email@example.com with your original order details as well as a reason as to why you wish to return or exchange your purchase.
Please note, we cannot accept returns without email notification prior to your return.
We will provide return shipping services free of charge for products that are faulty, for all other exchanges and returns the shipping expenses will be the responsibility of the customer.
Alcana does not accept responsibility of customer sent return or exchange packages. Therefor, it is advised that when shipping returns or exchanges you select a service that provides tracking.
Please send all return or exchange packages to:
Alcana Clothing Head Office
5/7 Sunrise Boulevard