At Alzena, we are committed to providing you with the utmost satisfaction during your online shopping journey. In some instances, we extend the courtesy of accepting returns within 14 days from the date of receipt for an exchange or refund.
Furthermore, we do not process exchanges, returns, or refunds for Unstitched items.
Unstitched suits are categorized as custom orders, as they are specially sourced and ordered on your behalf once the purchase transaction is successfully completed. Consequently, we are unable to accept returns for these items, rendering them ineligible for refunds.
If the item(s) you receive is faulty or fails to meet the expected specifications as the finished article, we sincerely apologize for any inconvenience caused. Kindly reach out to our customer support team within 7 days of receiving the order and provide evidence (e.g., photographs) showcasing the issue. Upon verification of the problem, we will offer you the choice of a refund, exchange, or replacement of the faulty item(s).
To qualify for a return or refund due to a faulty or non-compliant product, the item(s) must be unused, in their original condition, and must retain all tags and labels intact.
RETURNS PROCESS
To initiate a return, please complete the returns form. Should you require further assistance, kindly contact our customer support team via email at support@alzena.com. Please note that items returned without completing the returns form will be declined and may incur redelivery charges.
When returning your item(s), ensure they remain unused, in the same condition as received, with all tags attached, and in their original packaging. If labels have been removed and reattachment has been endeavoured or evidence of wear is present, the return will not be accepted.
RETURNS PERIOD
You must complete the returns form and return the item(s) to us within 14 days of receiving your order. Failure to do so within this timeframe will render your item(s) ineligible for return.
CANCELLATIONS
You may opt to cancel all Non-Ready to Ship products within 24 hours of placing your order by emailing our support team at support@alzena.com. A full refund will be initiated, and confirmation will be sent via email. Please note that Ready to Ship orders are not eligible for cancellations as they are dispatched within 24 hours of order receipt.
RETURN SHIPPING CHARGES
Regrettably, we do not provide free return delivery or labels. You are responsible for the cost of returns.
Upon receipt of the item(s), we will refund the value of the clothing only. We strongly recommend using tracked or recorded delivery, as we cannot accept liability for items that fail to reach us.
If you are returning faulty goods or incorrect item(s), please contact our customer support team via email at support@alzena.com.
RESPONSIBILITY & ACCOUNTABILITY
If you intend to return a purchase, you have a statutory duty to take reasonable care of our goods. These goods remain your responsibility until they reach us in the same condition as when you received them.
All returns will undergo inspection upon receipt. Please refrain from damaging the goods during inspection or while trying them on for size, including the original packaging and labels/tags.
It is your responsibility to familiarize yourself with our returns policy, and we cannot accept liability or provide flexibility for noncompliance.
By placing an order with Alzena, you acknowledge and agree to adhere to the terms and conditions of our return policy. If you have any questions or concerns about our return policy, please do not hesitate to contact our customer support team. We value your satisfaction and appreciate your understanding of our policies. Thank you for choosing Alzena.