Refund policy

ALTEREGO — REFUND AND RETURNS POLICY

At ALTEREGO we want you to love every piece you receive. If something is not right, we will always do our best to make it right. This policy is written honestly and transparently — exactly as everything at ALTEREGO is.

RETURNS WINDOW
You have 28 days from the date your order is delivered to request a return. After 28 days we are unfortunately unable to accept returns.

CONDITION OF RETURNED ITEMS
To be eligible for a return, your item must be:
· Unworn and unwashed
· In its original condition with all tags still attached
· Free from perfume, deodorant, makeup, or any other marks
· Returned in its original packaging where possible

We reserve the right to refuse a return if items show signs of wear or damage.

HOW TO REQUEST A RETURN
Email us at youralterego.help@gmail.com with:
· Your order number
· The item or items you wish to return
· The reason for your return

We will respond within 24 hours Monday to Friday with return instructions and the return address. Please do not send items back without contacting us first.

REFUNDS
Once we receive and inspect your returned item, we will process your refund within 5 to 7 business days. You will receive an email confirmation once your refund has been issued.
Refunds are returned to the original payment method only.
Please note that original shipping costs are non-refundable unless the item you received was faulty or incorrect.

FAULTY OR INCORRECT ITEMS
If you received a faulty item or the wrong item was sent, we sincerely apologise. Please email us immediately at youralterego.help@gmail.com with your order number and a photograph of the issue. We will arrange a replacement or full refund including any postage costs at no charge to you.

SALE ITEMS
Items purchased during a sale or with a discount code are eligible for return under the same conditions as full-price items unless otherwise stated at the time of purchase.

NON-RETURNABLE ITEMS
For hygiene reasons, the following items cannot be returned:
· Earrings and pierced jewellery (if applicable in future)
· Items that have been worn, washed, or damaged after delivery

EXCHANGES
We do not currently offer direct exchanges. If you would like a different size or colour, please return the original item and place a new order.

CONTACT
For any questions about your return please contact us at youralterego.help@gmail.com. We aim to respond to all emails within 24 hours Monday to Friday.