Refund policy



Effective Date: 26-02-2026

At Alveraine, we want every customer to shop with confidence.
If your purchase is not quite right, we are here to help.

This Refund & Returns Policy explains how customers in the United States, Spain, Italy, France, and the United Kingdom can return an item, request a refund, or ask for an exchange.

Nothing in this policy limits your mandatory statutory consumer rights under applicable local consumer protection laws.

1. Return Window

We offer a 30-day return period from the date your order is delivered.

For customers in the European Union, including Spain, Italy, and France, and customers in the United Kingdom, this includes and extends your statutory right to withdraw from an online purchase within 14 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition
  • Original packaging, tags, and accessories must be included
  • Proof of purchase, such as an order number or receipt, is required

Items showing signs of wear, damage, washing, alteration, or misuse after delivery may not qualify for a refund unless the item is faulty, damaged, or not as described.

2. How to Start a Return

To request a return, please contact us before sending anything back:

Email: info@alveraine.com
Phone: +31 6 51489284

Please include:

  • Your order number
  • Your full name
  • The item you wish to return
  • The reason for your return
  • Photos, if the item is faulty, damaged, or incorrect

Our customer service team will provide:

  • Return instructions
  • The correct return address
  • A prepaid return label, where applicable

Please do not send items back without contacting us first.
This helps us process your return quickly and correctly.

3. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Faulty, damaged, incorrect, or not-as-described items
Return shipping is free. We will provide a return label or reimburse reasonable return shipping costs where required by applicable law.

Change of mind, wrong size, colour preference, or unwanted item
The customer is responsible for return shipping costs unless we state otherwise or unless local law requires otherwise.

For EU and UK customers exercising their statutory right of withdrawal, customers may be responsible for return shipping costs where this was clearly communicated before purchase.

4. Refunds

Once your return arrives at our returns centre and has been inspected, we will email you to confirm whether your return has been approved or rejected.

Approved refunds will be issued to your original payment method.

We aim to process approved refunds within 5–10 business days after receiving and inspecting the returned item.

Depending on your bank, card issuer, or payment provider, it may take up to 14 business days for the refund to appear in your account.

For EU and UK statutory withdrawal returns, refunds will be processed in accordance with applicable legal timelines.

If your return is rejected, for example because the item has been used, damaged after delivery, or returned outside this policy, we will contact you to discuss the available options.

5. Original Shipping Costs

Where required by applicable consumer law, we will refund the standard outbound delivery cost paid for the original order.

If you selected a more expensive shipping option than our standard delivery method, we may only refund the cost of the standard delivery option, where permitted by law.

Original shipping costs may not be refundable for voluntary returns outside your statutory rights, unless we choose otherwise.

6. Exchanges

If you wish to exchange an item, please contact our support team first.

We will advise whether an exchange is possible or whether you should return the item for a refund and place a new order.

This helps us manage stock accurately and process your request faster.

7. Faulty, Damaged, Incorrect, or Not-as-Described Items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as reasonably possible.

Please include:

  • Your order number
  • Photos of the issue
  • A brief description of the problem

Depending on the situation, your preference, and stock availability, we may offer:

  • A replacement
  • A repair, where appropriate
  • A full or partial refund
  • Another solution required by applicable law

For customers in the European Union, including Spain, Italy, and France, statutory consumer guarantee rights may apply for faulty or non-conforming goods. These rights are separate from and in addition to our 30-day return policy.

8. Non-Returnable Items

For hygiene, safety, or legal reasons, certain items may not be eligible for return unless they are faulty, damaged, incorrect, or not as described.

This may include:

  • Items that have been worn, washed, altered, or used
  • Items without original tags or packaging
  • Personalised or custom-made items
  • Sealed hygiene-sensitive items once unsealed, where applicable
  • Gift cards or digital products, where applicable

This does not affect your statutory rights.

9. Country-Specific Notes

European Union: Spain, Italy, and France

Customers in Spain, Italy, and France have statutory consumer rights under EU consumer protection rules, including withdrawal rights for many online purchases and legal protection for faulty or non-conforming goods.

United Kingdom

UK customers have statutory rights for online purchases, including the right to cancel many online orders within the applicable cancellation period and rights relating to faulty, damaged, or misdescribed goods.

United States

For US customers, return and refund rights may vary by state. This policy applies in addition to any mandatory consumer rights that may apply in your state.

10. Contact Information

Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM CET
Email: info@alveraine.com
Phone: +31 6 51489284

Support is provided from The Netherlands with English-language support for international customers.

We aim to respond within 24 hours on business days.

11. Company Information

This online store is operated by:

Alveraine, Sole trader
Registration Number: 87062011
Business Address: Adriaen Janszpad 3, 3078 WB Rotterdam, The Netherlands

For shipping times and delivery methods, please see our Shipping Policy.