1. Eligibility for Exchange
Exchanges are granted only for errors caused by ALORAH:
- Wrong item delivered.
- Wrong size or color delivered compared with your order details.
- Item received in a damaged or defective condition.
2. Mandatory Exchange Conditions
To qualify for an exchange, the following conditions must be met:
- Timeframe: You must inform us within 24 hours of parcel delivery.
- Proof: Clear photos and an unboxing video showing the defect or wrong item are required.
- Condition: Items must be unworn, unwashed, unaltered, free from stains or odors, and in original packaging with all tags attached.
3. Non-Eligible Items
The following are not eligible for returns or exchanges:
- Change of mind or personal design preference.
- Customer choosing the incorrect size.
- Items worn to events, functions, or parties.
- Items damaged due to improper handling or washing.
4. Resolution Process
If the issue is confirmed to be an ALORAH error, we will arrange a pickup and send the correct replacement item at no additional courier cost to you.
No cash refunds will be issued for approved exchanges.