Returns service

How can I make a return request?

To make a return request (except for returns involving cosmetic products or perfumes), please complete the online form available at the following link:

RETURN REQUEST

For full information, please see our general terms and conditions of sale.

RETURN POLICY

If you have changed your mind, you may return a product within 14 days from the date of delivery of the order or, in the case of an order with multiple products delivered on different dates, from the date of receipt of the last product.
The products you want to return must be intact, undamaged, with the original labels still attached, and with security tags and hygiene strips still in place, if present, and in their original packaging. In particular, products cannot be returned if they have been worn, used, washed or altered in any way. The return of goods that are incomplete, damaged, used or altered in any way will not be accepted. The goods returned must be packaged appropriately in order to protect the original wrapping from damage, pen marks or labels. If the original order also contained free gifts, these must also be returned.

If your return does not comply with our return policy, we will not be able to accept it. You will be contacted by our Customer Service Department and, if you have already returned the products to our warehouse, you will have to arrange for them to be taken away at your own expense.

If your return complies with our return policy, a refund will be issued as soon as the returned product arrives at our warehouse and the items have been checked. In that case, we will issue the refund immediately and send you a confirmation email.

For full information, please see our general terms and conditions of sale.

For more information and questions, please feel free to contact us at customer.care@alanui.it.

What to do after the return request

Check the email inbox you provided when placing your order, you will receive a confirmation email acknowledging receipt of your return request. This email will include the instructions to follow for returning the items.

If the return pickup service provided by the seller is not available, or if you choose not to use it, you must ship the items to be returned — at your own expense and responsibility — within 14 (fourteen) days from the date you submitted your return request. In these cases, any customs duties will also be at your expense.

For full details, please refer to our terms and conditions of sale.

For more information and questions, please feel free to contact us at customer.care@alanui.it.

Shipping costs for returned products using our collection service

The return shipping costs for products returned using our collection service are the responsibility of the Supplier.

The Supplier reserves the right to modify the charges for the return of products, for instance, for returns originating from specific countries and/or occurring only on specific days or during specific periods of the year, by displaying this information on the Site and notifying the Customer during the return process.

Customs duties for returns from non-EU countries will be covered by the Supplier only if the Customer uses the return collection service provided by the Supplier, when available. Therefore, customs duties — as well as return shipping costs — will be borne by the Customer in cases where the return collection service is not available or when the Customer has voluntarily chosen not to use the collection service provided by the Supplier.

For full details, please refer to our general terms and conditions of sale.

For more information and questions, please feel free to contact us at customer.care@alanui.it.