Refund and Terms of Service

Return and exchange Policy

If you’re not satisfied with a received product or if you would like to exchange a product, you have the right to return or exchange the product.

The shipping costs for returning will be paid by the organisation. You will receive the return label with your order. We advise you to return the package by registered post so that the package can be traced with a track & trace code. Lost shipments will not be refunded without proof of shipment with track & trace code. We cannot process packages without order details.

Requirements:
If your purchase does not meet your expectations, you have the right to return your items up to 30 days. This is conditional upon being able to provide proof of purchase and the items being undamaged, unused and free of odors. Online purchases will only be processed if the items are returned in their original condition, including labels and packaging.

Traces of smells:
We cannot take back any item that contains traces of perfume, smoke or sweat.

• Do not use perfume when fitting the articles, because the article can no longer be returned
• Do not try on the item in a smoking room
• Do not wash the articles. A washed product cannot be returned
  
  

Return form
When returning and/ or exchanging, fill in the return form you received with your order. Fill in the order number which you can find in the conformation e-mail. Enter the reason for return, see the numbers at the bottom of the form, of the product you wish to exchange/return in the first column.

Processing returns and refunds
You will get the refund back as soon as we receive the items at our facilities and the products has been returned in good condition. We will refund the paid purchase amount. You will receive the refund through the same payment method that you used for your purchase. It can take up to 10 workdays before you see the amount on your account.

Shipping address
Below you can find the shipping address (also on the return form)

ModeXpress
Heibloemweg 10
5704 BS Helmond
The Netherlands

If you have any questions about returning or exchanging items? Please contact us and send an e-mail to info@alterego-official.com