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Order Issues / Refund / Exchange

Our dedicated QAQC team will always inspect the items and check the orders before packing and shipping out to our lovely customers. However, if we do make a mistake (which we profusely apologize ), here are the return / exchange FAQs you should know:

I have received a wrong item / missing item.

We are extremely sorry for the mistake. Please email us at [email protected] to inform us about your situation.
We will send out the correct item as soon as possible.
In the event that stocks are no longer available, we will issue a refund to you.

I have placed a wrong order. Can I cancel or amend my order?

Please message us immediately on our Instagram page. Alternatively, you can email us at [email protected] with your order number.
Orders can only be canceled/amended before the items are being dispatched.
Once the items have been dispatched, we will not be able to cancel/amend your order.

I have ordered the wrong size. Can I exchange my item?

Customers are required to check your sizes carefully before placing an order.
We have included size guides along with models’ size references for your convenience.
However, we know that mistakes happen and we are happy to help.

-Please email us at [email protected] to request for an exchange.
-Your email should include your name, order number & state which item you would like to exchange.
-You are only able to exchange for a different size. 
-For exchange, customers need to bear 2-ways postage of the item(s).
-In the event that stocks are no longer available, store credits will be issued.

Can I get a refund if the price has changed since I ordered it?

Al’ero reserves the right to change our product’s prices at any time without prior notice.
Our prices change according to the current trends, inventory as well as demand from our customers.
In this case, we’re afraid we will not be able to provide a refund for the difference in price.

Can I return my purchase?

Yes. Return service is available for defected items only (terms and conditions apply).
You can return any regular priced item(s) for store credit within 7 calendar days of receiving your order if the item is deemed faulty. 

-Please email us at [email protected] to request for a return.
-Your email should include your name, order number and contact number.
-Kindly attach photos of the defected item(s).
-Your return request will be processed within 3-5 business days. 

Refund / Exchange conditions

Any item(s) couriered to us without consulting our customer service beforehand will not be entertained.
Please ensure that the item you wish to exchange/return is unworn, unwashed, unaltered and with original tags and packaging intact.
Item(s) that fail to meet the above conditions will be rejected.

Shipping and postage for refund / exchange?

Kindly mail the item back to us by using our easyparcel link below:

Kindly retain the receipt/tracking number until you have received a confirmation from us regarding the receipt of your parcel.
Al’ero is NOT responsible for the returned parcels until they have reached our office.

For exchange, customers need to bear 2-ways postage of the item(s).

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