Returns and refunds

Our 30-day return policy

If something is not right, you can return it within 30 days of the date it was delivered. Items must be unworn, unwashed and in the condition you received them, with the original tags attached. This applies to every product we sell, including bags and finishing sets.

We cannot accept items that have been worn, washed, altered or damaged after delivery, or that carry marks such as make-up, perfume or pet hair. If a return does not meet these conditions, we will contact you and send it back to you.

How to return

1. Tell us. Email support@alvenio.shop within 30 days of delivery with your order number, the items you are returning and, if you like, the reason. You can also use the contact form.
2. Get your instructions. Within one to two business days we reply with the return address and a return reference. Please do not send returns to our registered office address; it is not a returns address.
3. Send it back. Pack the items securely with the reference inside and send the parcel using a tracked service. Keep your proof of postage until your refund arrives.
4. Get your refund. We check your return and refund you within 5 business days of receiving it. We email you when the refund has been issued.

Return delivery costs

Return delivery is paid by you, unless the item is faulty, damaged on arrival or not what you ordered. In those cases we cover the return cost in full; tell us when you contact us and we will arrange it.

Refunds

• Refunds go back to the original payment method (card or PayPal), in the same currency you paid in. We do not issue refunds in cash or to a different card.
• We refund the price of the returned items. If you return your whole order within the 14-day cancellation period described below, we also refund the original standard delivery charge.
• We issue refunds within 5 business days of receiving the return and always within 14 days, as the law requires for cancellations. Your bank or card provider may take a further 3–10 business days to show the money in your account.
• Because of currency movements, if you paid in a currency other than your card’s own currency, the amount your bank shows may differ slightly from the amount charged. We refund exactly the amount and currency we received.

Exchanges

We do not swap items directly. To change a size, return the original for a refund and place a new order for the size you need; that way the new size is not held up by the return.

Cancelling before dispatch

If you change your mind before your order has been dispatched, email us as soon as possible. If the parcel has not left us yet, we cancel the order and refund the full amount, including delivery, within 5 business days. Once an order has been dispatched it can be returned in the usual way.

Your legal right to cancel (UK and EU customers)

If you live in the United Kingdom or the European Union, you also have a legal right to cancel your order within 14 days of the day you (or someone you name) receive the goods, without giving any reason. This right sits alongside our 30-day policy and does not reduce it.

To use it, tell us clearly that you wish to cancel, for example by email to support@alvenio.shop. You can use the model form below, but you do not have to. You must then send the goods back within 14 days of telling us. We refund all payments received, including the cost of standard delivery, within 14 days of receiving the goods back or of you providing proof of having sent them, whichever is earlier. You pay the direct cost of returning the goods, and you may be responsible for any loss in value caused by handling the goods beyond what is needed to establish their nature, characteristics and functioning.

Model cancellation form
To: DAP SQUARED LTD, trading as ALVENIO, support@alvenio.shop
I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on [date] / received on [date]
Order number: [number]
Name of consumer: [name]
Address of consumer: [address]
Date: [date]

Faulty or incorrect items

If an item is faulty, damaged or not as described, please email us within 30 days of delivery with your order number and a photo. We will cover the return and offer a replacement, repair or full refund, including delivery costs. Your statutory rights are not affected: UK consumers have rights under the Consumer Rights Act 2015, and EU consumers have a legal guarantee of conformity of at least two years under the laws of their country.

Payment disputes

If there is a problem with a payment or a refund, please contact us first; most issues are resolved within a couple of emails. If you have opened a dispute or chargeback with your bank or PayPal, we will respond to it with the order, delivery and return records we hold, and we will refund promptly whenever the return or cancellation conditions above are met.