Refund policy
🖤 Refund & Returns Policy
We want you to love your order. We also know that sometimes things aren't quite right, so here's everything you need to know about returns, refunds and our payment terms.
ReturnsWe offer a 14-day return policy, which means you have 14 days from receiving your item to contact us if you'd like to request a return.
To be eligible for a return, your item must be:
- In the same condition you received it
- Unworn and unused
- With all original tags attached
- In its original packaging
You'll also need your receipt or other proof of purchase.
To request a return, please email us at alt.originals.encore@gmail.com If your return is accepted, we'll provide you with the return address and any information you need to send your item back.
Return postage is the responsibility of the buyer, unless your item is faulty or we've sent you the wrong item.
If you're unsure whether your item is eligible for return, just get in touch. We're always happy to help.
Damaged, faulty or incorrect itemsPlease check your order when it arrives.
If your item is faulty, damaged, or you've received the wrong item, please contact us as soon as possible so we can look into it and put things right.
Please include your order number and, where appropriate, photographs of the issue. We'll work with you to find the best solution.
Items we can't accept for returnBecause of the handmade, bespoke and individual nature of some of our products, certain items aren't eligible for return.
This includes:
- Custom or personalised items
- Bespoke or made-to-order items, where applicable
- Upcycled items
- Gift cards
- Sale items, where stated at the time of purchase
For Alt Encore products, please see the specific returns information below, as these pieces are created especially for you.
If you're unsure whether something can be returned, please ask us before placing your order and we'll be happy to clarify.
ExchangesNeed a different size or would rather choose something else?
The easiest way to make sure you get exactly what you want is to return the original item (where eligible) and place a new order for your preferred item.
Please remember that return postage is the responsibility of the buyer.
RefundsOnce we've received and inspected your return, we'll let you know whether your refund has been approved.
If approved, your refund will be made to your original payment method.
Please allow some time for your bank or card provider to process the refund and return the funds to your account.
Original postage costs are not refundable, unless your item was faulty or we sent you the wrong item.
🖤 50% Payment Terms
50% Payment TermsSome of our PREORDER and LIMITED pieces are available with a 50% non-refundable payment option.
By choosing this payment option, you agree to pay the remaining balance once the fabric for your order has arrived with us.
Once the fabric arrives, we'll issue an invoice for the remaining balance.
Your remaining balance must be paid within 14 days.
The invoice must be paid within 14 days of being issued.
If the remaining balance remains unpaid on the 15th day after the invoice was issued, your order will be cancelled and will not be fulfilled.
Any money already paid towards the order will not be refunded, as this payment contributes towards the cost of the fabric and materials ordered specifically to make your piece.
We understand that sometimes circumstances change. If you think you'll need a little longer to pay your balance, please contact us before the 14-day payment period ends at alt.originals.encore@gmail.com
We'll always do our best to work with you where we can.
♻️ Alt Encore Returns & Refunds
Alt Encore Returns & RefundsAlt Encore pieces are made differently.
Our Alt Encore products are fully bespoke and customised, created specifically for the individual customer. Because of this, we do not offer refunds for change of mind or for reasons unrelated to a fault with the item.
If your Alt Encore order arrives with a fault, defect or error on our part, please contact us as soon as possible.
We'll look into the issue and work with you to find an appropriate solution.
Because every piece is made individually, please make sure you're happy with your measurements, choices and requirements before placing your order. If you're unsure about anything, ask us first, we're happy to help.
♻️ Upcycled Products
1. Sending your item to usIf you're providing your own item for us to upcycle, we'll email you with the postal address to send it to after your order has been placed.
Please check your spam or junk folder if you don't see our email, we sometimes end up hiding in there!
2. Sending your itemOnce you've posted your item to us, responsibility for its delivery remains with you until it reaches us.
We strongly recommend using a tracked delivery service where possible.
3. Turnaround timeYour turnaround time does not begin until we've received your item.
So please bear this in mind when posting your garment to us.
4. Your original designWe'll always do our best to retain as much of the original print or design as possible.
However, because we're creating a new garment from an existing item, the placement of the print may change depending on where the fabric needs to be cut.
This is part of what makes upcycled pieces unique, no two are ever quite the same.
💜 Questions?
If you've got a question about returns, refunds, payment terms or an order, please don't worry about trying to work it all out yourself.
Just drop us an email at alt.originals.encore@gmail.com and we'll be happy to help.
Handmade, bespoke and upcycled clothing isn't always as straightforward as something off a high street rail, and that's exactly the point. 🖤