Politique de remboursement
At Alva and Co., we want you to feel confident shopping with us. This policy explains when refunds and replacements are available, what evidence we need, and how to submit a claim.
In most cases, you won't need to send anything back. If there's an issue with your order, simply follow the steps below — no return shipping required.
IMPORTANT: If we recieve a returned item WITHOUT being contacted first we have the right decline the delivery and have it returned back to you with out a refund. If you wish to be refunded you MUST contact us first!
When You're Eligible for a Refund or Replacement
We issue refunds or replacements when something has gone wrong on our end — for example, a delayed delivery, a damaged item, or an incorrect or missing product.
Order Delays
If your order shows no tracking movement or remains in transit past:
- 60 days from the ship date (international)
- 45 days for U.S. orders
- 110 days for Brazil orders
we'll resend the item or issue a refund, at our discretion.
Delivered Orders
If tracking confirms delivery, we're unable to issue a refund or replacement unless you provide a non-delivery certification from the carrier or postal authority confirming the package wasn't received.
Damaged Products
We'll issue a full refund or replacement if your item arrives damaged, provided:
- You report it within 30 days of delivery
- You submit photo or video evidence clearly showing the defect and its impact on the product's function
Note: if only the outer packaging is damaged and the product itself works fine, this isn't eligible for a refund.
Incorrect or Missing Items
We'll issue a full refund or replacement for wrong or missing items, provided you submit:
- Clear photos of the item received, its packaging, and the shipping label
- A short description of the issue (e.g., wrong SKU, size, or color)
Refund Window
Refund and replacement requests must be made within 90 days of the original payment date. Orders older than 90 days are no eligable, regardless of reason.
Order Cancellations
Orders canceled before processing or shipping are fully refundable. Please note that certain products — such as print-on-demand or preorder items — cannot be canceled once payment is made.
EU Customs Duty
Orders shipping to EU member states may include include a customs duty, charged at checkout. This fee is non-refundable, as it's a pass-through cost collected on our behalf — only the product and shipping cost are refunded.
How to Submit a Claim
To request a refund or replacement, please contact our support team with:
1. Photos or videos clearly showing the issue (defect, damage, or incorrect item)
2. Your order tracking details
3. A brief description of the problem
Once your claim is verified, we'll offer a refund to your original payment method or a replacement, depending on the situation.
Refund Timeline
- Verified refunds are initiated within 24-48 hours of approval
- Funds typically appear within 5–10 business days, depending on your bank or payment provider
- If your refund hasn't arrived after 10 business days, please check with your bank first, then reach out to us — we can confirm the refund status and provide a reference number to help trace it
Special Circumstances
In rare cases — such as an order seized by customs — we may offer a one-time courtesy refund outside this standard policy. These are reviewed case by case with supporting documentation and aren't guaranteed for future situations.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you must contact us first at hello@alvaandco.co