Delivery Terms

General information

We want you to be fully satisfied with every item you purchase from Alter Era. If you are not happy with an item you have purchased, we will gladly accept an exchange or refund request. Read all about our terms below.

 

If you still have questions or concerns, don’t hesitate to send us an email on [email protected] We will get back to you as soon as possible and help you.

When can you return your purchase?

You can return your purchased items from www.alter-era.com within 14 days counting from the day after you received your order. We offer complimentary return shipping for Belgium, France, The Netherlands, UK and Luxembourg.

 

A product which you wish to return must satisfy the following conditions:

  • It must be in new condition.
  • It must include the Alter Era price tag and brand label.
  • It must be unworn, unwashed and undamaged.
  • It must be complete (i.e. together with all items such as a belt which came with the original product).
  • It must be packaged in a sufficiently sturdy box (neutral and not showing a logo), so that we receive the product in an undamaged condition.

 

Original shipping costs will not be refunded. Vouchers cannot be returned or exchanged for cash. For returned items that were purchased by voucher, a new voucher will be issued.

 

During the sale period, we reserve the right to disable exchange requests to avoid disappointments and for stock reasons.

 

Did you receive a damaged article? Please contact us as soon as possible.

How does a return work?

Making a return is very simple with our SendCloud Return Portal. The portal allows you to quickly create and print a return label and follow up the return parcel delivery with the track & trace functionality until we get it back.

 

You can access the SendCloud Return Portal via the link you can find in all shipment notification emails.

How does a refund work?

You will receive e-mail updates from us to help track the progress of your return. Once your return reaches us, and is in accordance with the conditions above, we will arrange for a refund within 14 calendar days. We reserve the right to only make a refund when the goods have reached us.

 

The refund will be credited to the original payment method used to place the order.

If the order was (partially) paid with a gift card, a new gift card will be issued and sent via e-mail.

 

If a discount was applied to your original order, the amount refunded will be adjusted if necessary.

 

Return postage costs will only be reimbursed if you received a product which was not the product you ordered or if the product was damaged when you received it.

 

Please note:

  • Any returns for which the sender cannot be identified will be refused, so make sure you always enclose the returns slip or invoice or packing slip.
  • Our return policy does not apply to gift cards. Gift cards cannot be returned or exchanged for cash or any other forms of payments, not even partially.
  • Returns outside the 14-day time frame may be accepted solely at the discretion of Alter Era.