Shipping and Returns Policy
Shipping, Returns & Refunds Policy
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)
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.
Refund Window
Refund and replacement requests must be made within **90 days of the original payment date**. Orders older than 90 days are not eligible, regardless of reason.
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 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.
Shipping Policy
At Alva and Co., we want you to know exactly what to expect once you place an order — from processing to delivery. Here's how our shipping works.
Processing Times
Once your order is placed, we typically process it within 1–3 business days before it ships. In rare cases — such as high demand on a specific item — processing may take up to 5 business days.
Shipping Times
Delivery times depend on where your item ships from:
Domestic (U.S. warehouse to U.S. customers): approximately 3–5 business days
International (China warehouse to worldwide destinations): approximately 9–15 business days, depending on destination and customs processing
Please note that shipping times are calculated in calendar days, including weekends and holidays. Actual delivery may vary based on customs clearance, carrier schedules, and local logistics at the destination.
Heads up during peak season: Processing and shipping times may run longer during Q4 and other high-demand periods due to increased order volume. We'll do our best to keep you updated if this affects your order.
Shipping Costs
Shipping costs are calculated per item based on weight, product type, and destination — what you see at checkout is what you pay, with no hidden fees added later.
Order Tracking
Once your order ships, you'll receive a tracking number by email. Please allow up to 3 business days for tracking information to populate as your package moves through the carrier network.
Delayed or Missing Orders
If your order shows no tracking movement, or remains in transit beyond the timeframes below, please contact us hello@alvaandco.co we'll resend the item or issue a refund:
60 days from the ship date (international orders)
45 days (U.S. orders)
110 days (Brazil orders)
For full details, see our [Returns & Refunds Policy].
International Shipping & Customs
Orders shipping to EU member states include a customs duty, charged at checkout or fulfillment.
We're currently unable to ship to Turkey.
Some products (e.g., liquids and ointments) may have restrictions to certain countries.
International customers are responsible for any additional customs fees or import taxes charged by their local authorities, beyond what's collected at checkout.
Questions?
Our support team is happy to help. Contact us here at hello@alvaandco.co and we'll get back to you as quickly as possible.
*Last updated: 14 July 2026