Refund policy
You have 30 days from delivery to request a return. Once your return is approved, you have a further 14 days to post the item back to us. Returns are sent by post at your cost where you are returning an item because of a change of mind, size or colour. Where an item is faulty, damaged or incorrect, we cover the cost.
The rest of this page sets out the detail, including when we will not ask you to send the item back at all.
Starting a return
To be eligible, the item must be unworn and unused, with its tags attached and in its original packaging. You will need your order number or proof of purchase.
Email contact@thealif.com with your order number and the item you wish to return. Please wait for our reply before sending anything back — items posted to us without an agreed return will not be accepted.
We will confirm the return address by email, and you post the item back to us.
When we do not need the item back
If an item reaches you faulty, damaged in transit, or is not what you ordered, you will usually not need to send it back. Keep it, pass it on, or donate it. A parcel crossing the world costs you time and costs us more than the item is worth.
You then choose how we put it right:
- A replacement — the same piece, or another piece of equal value, sent to you at no cost.
- Store credit worth 20% more than you paid, as a THEALIF gift card sent to you by email, with no expiry date. Use it on anything in our shop.
- A refund to your original payment method.
If the same piece is no longer available, we will suggest alternatives first.
Send photographs of the item with your request. They stand in for the inspection we would otherwise carry out on arrival, so we need them before we can approve your request, and we tell you in our reply what happens next. You are never asked to pay to return an item that reached you in the wrong condition.
This applies only where there is something wrong with the item. Changing your mind, a size that does not suit or a colour that reads differently in daylight are all good reasons to send something back. They simply follow the standard procedure above, by post and at your cost.
Faulty, damaged or incorrect items
If an item is faulty, damaged in transit, or is not what you ordered, you are never left out of pocket. Email us within 7 days of delivery with photographs so we can act while the evidence is fresh. In most cases we replace the item, give you store credit or refund you, without a return, as set out above. Where we do need the item back, we pay the return postage ourselves. A manufacturing fault found later is still covered for the full 30 days, and longer where your local law requires it.
Refunds
Where you return an item because it is not right for you — including size, colour or change of mind — original shipping charges are not refunded and a $9.95 return processing fee is deducted from your refund. The fee is waived if you choose store credit. No fee applies and shipping is refunded in full where the item is faulty, damaged or incorrect, where the order is cancelled by us, or where a parcel is lost in transit.
We will email you once your refund is approved.
- Where you have sent an item back, we refund within 5 business days of receiving and inspecting it.
- Where no return is required, we refund within 2 business days of approving your request.
Refunds go to your original payment method. Sale items are the exception: they are returned for exchange or store credit only. Your bank or card issuer may take a few days more to post it. If more than 10 business days have passed since we told you your refund was approved, email contact@thealif.com.
Sale items
Items bought in our Sale can be returned for an exchange or store credit only. Sale items are not eligible for a refund to your original payment method. This does not affect your rights if an item arrives faulty or is not what you ordered. This does not affect the right of customers in the European Union to cancel an order within 14 days of delivery, set out below.
What we cannot take back
For hygiene reasons we cannot accept returns of:
- swimwear where the hygiene liner has been removed
- jewellery, including earrings and necklaces
This does not affect your rights if either arrives faulty or is not what you ordered.
Exchanges
If your piece does not fit or the colour is not quite right, we would rather find you the right one than simply refund you. Email contact@thealif.com with your order number and tell us what you would like instead. Once your return has reached us, you can choose:
- An exchange: the same piece in another size or colour, or a different piece of equal value. It is sent to you as soon as your return has been received, and we cover its shipping.
- Store credit worth 20% more than what you paid for the item, issued as a THEALIF gift card, sent to you by email, with no expiry date. Use it on anything in our shop. For example, a $100 return gives you $120 to spend.
- A refund to your original payment method. Where an item is returned because it is not right for you — including size, colour or change of mind — original shipping charges are not refunded and a $9.95 return processing fee is deducted. The processing fee is waived if you choose store credit. No fee applies and shipping is refunded in full where the item is faulty, damaged or incorrect, where the order is cancelled by us, or where a parcel is lost in transit.
Return postage for size or colour changes is at your cost, as set out above. If the piece you choose in exchange costs more, we will send you a link to pay the difference. If it costs less, we will refund the difference or add it as store credit, as you prefer. No return processing fee is applied to a price difference. Exchanges depend on availability. If the piece you want is out of stock, you may choose store credit or a refund instead, subject to the Sale items rule above.
Inspection
All returns are inspected on arrival. If an item is returned worn, used, damaged or in an unsaleable condition, or where the return conditions have not been met, we may refuse the return and send the item back to you at your cost, or, at our sole discretion, accept it and reduce your refund to reflect the reduction in the item's value.
Responsibility for returned items
Returned items are your responsibility until they reach us. Please use a tracked service and retain your proof of postage. THEALIF is not responsible for returns lost or damaged in transit, and a refund or exchange can only be issued once the parcel has reached us.
Return deadline
Once a return or exchange has been approved, the item must be posted within 14 days, and the tracking number sent to contact@thealif.com within the same 14 days. The postmark date is what counts, not the date the parcel reaches us. If no tracking number is received within 14 days, the return or exchange is cancelled and no refund, credit or replacement will be issued.
Customs on returns
Returns must be declared as "returned goods" with a value matching the original order. Any customs charges arising from a return are the customer's responsibility.
Fair use
We reserve the right to refuse a return, to limit the remedies available, or to decline future orders, where we identify an irregular or excessive pattern of returns, repeated claims of non-delivery, or items returned worn, altered or incomplete.
If you are in the European Union
If your order is delivered to an address in the EU, you may cancel it for any reason within 14 days of delivery, without giving a justification. The conditions above about condition, tags and packaging apply. Where EU law gives you more than this policy does, EU law applies. No return processing fee applies to cancellations made under this right.
Contact
contact@thealif.com
THEALIF, a brand of Fayramed LLC
5830 E 2ND ST, STE 7000 #30898, Casper, WY 82609, United States
+1 307-310-4417