Return eligibility depends on the items in your order.

The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return shipping is £3.95 via Royal Mail, and we will provide a return label.

HOW TO START A RETURN

Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.

Start your return request by logging into your account.

If your return is approved, we will provide you instructions on how and where to send your package to complete your return.

Items sent back without first requesting a return will not be accepted.

DAMAGES AND ISSUES

Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item.

EXCEPTIONS AND NON-RETURNABLE ITEMS

Some items may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase.

Contact us if you have questions about whether a specific item can be returned.

EXCHANGES

Contact us to ask about exchange options before returning your item.

UNITED KINGDOM RETURNS AND CANCELLATIONS

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.

After you tell us you wish to cancel, you must return the goods to us within 14 days.

We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@myalterego.store.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

CONTACT

To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at support@myalterego.store.