Refund policy

RETURNS POLICY

Please note that returns are not free of charge: return shipping costs apply.

Can I return my order? Yes. If you are not happy with the items you ordered, you can return them within 30 days of receiving them, provided that:

  1. The order includes all its parts and components, and the packaging is returned exactly as it arrived.
  2. The item has only been handled normally. Damage caused by careless handling is excluded.
  3. Items where hygiene matters have been thoroughly cleaned before the return process starts.
  4. If the item is faulty, it must be reported immediately after receipt.
  5. We are entitled to charge the customer for return shipping costs.
  6. The return will be processed within 7 business days and, if the conditions are met, the return will be officially accepted within that period.

*We reserve the right to refuse returned items if we suspect they have been worn or damaged through no fault of ours.

How do I return my order? If your order meets the conditions above, follow these steps to start the return:

Send an email to Alerastudio.com@gmail.com including:

  • Order number
  • Reason for the return
  • Photo of the item if it is damaged
  • Your full name
  • Your address

We will then get back to you with the return address. Never send the return to the sender address on the parcel; we will give you the correct address once you contact us.

You, the customer, are responsible for the cost of returning the item.

RIGHT TO CANCEL

If you are a consumer buying for purposes outside your trade or profession, you have the right to cancel this contract under the following terms.

The cancellation period is 14 days from the day on which you, or a third party named by you other than the carrier, received the last item.

Because our system is fully automated, orders are processed as soon as they are placed. We therefore cannot stop the shipping process before delivery.

To exercise your right to cancel, you must inform us (Alera) of your decision with a clear statement, for example by email to Alerastudio.com@gmail.com. The cancellation is completed once we have received the goods. The cost of returning the goods is paid by the customer.

Orders in transit

As our products are shipped from Asia, transit times may be longer and are outside our control. If the items are already on their way to you, the order cannot be cancelled. Please wait until you receive them and then return them. You are welcome to let us know in advance that you wish to cancel. To make your refund as fast as possible, please send us proof of postage.

Effects of cancellation

If you cancel this contract, we will refund all payments received from you, except delivery costs (other than any extra costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer), without undue delay and no later than 14 days from the day we receive both your cancellation notice and the returned goods. We will use the same payment method you used for the original transaction unless we expressly agree otherwise; you will not be charged any fees for this refund.

ALL RETURNS ARE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.