Refund policy
At Alystra London, we want you to be satisfied with your order. Please read our return and refund policy carefully before requesting a return.
Returns
UK Cancellation Rights
If you are a customer in the United Kingdom, you have the right to cancel your online order within 14 days after receiving it. After notifying us of your cancellation, you have another 14 days to return the item. This does not affect our 30-day return policy, which gives you additional time to request a return.
You have 30 days after receiving your order to request a return.
To be eligible for a return, the item must be unused, unworn, in the same condition that you received it, and in its original packaging. You may try the item on indoors, but it must not show signs of wear, damage, washing, stains, odours, or use.
To start a return, please contact us through our Contact page with your order number and the reason for your return. Returns must be approved before being sent back to us.
After your return request has been approved, you will have 30 days to send the item back to us. Items sent back without prior approval may not be accepted.
Refunds
Once your return is received and inspected, we will notify you if the refund has been approved.
If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item.
Please note that your bank or payment provider may take additional time to process and post the refund.
Original standard delivery costs, if paid, may be refunded where required by law. Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.
Damaged, Defective, or Wrong Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, please contact us immediately through our Contact page and include clear photos of the issue. We will review the case and help arrange a replacement, return, or refund where appropriate.
Return Shipping
Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
We recommend using a tracked shipping service when returning your order, as we cannot guarantee that we will receive your returned item without tracking.
Non-Returnable Items
We do not accept returns for items that have been worn outside, washed, damaged after delivery, stained, altered, or returned without prior approval.
For hygiene reasons, certain items may not be eligible for return once opened or used, unless they are faulty.
Exchanges
We do not offer direct exchanges at this time.
If you need a different size, colour, or item, please request a return first. Once your return is approved and refunded, you can place a new order.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible through our Contact page.
If your order has already been processed or shipped, we may not be able to cancel it. In that case, you may request a return once the order has been delivered.
Contact Us
If you have any questions about returns or refunds, please contact us through our Contact page.
Alystra London
https://alystralondon.com