Cancellation policy

🖤 PURCHASE OPTIONS CANCELLATION POLICY

Some of our products are available through purchase options such as subscriptions, pre-orders or other deferred payment arrangements. Because these work differently from a standard one-off purchase, there are a few things you need to know before placing your order.

Subscriptions

If you choose a subscription, you agree to the recurring payments and delivery schedule shown at checkout. You can pause or cancel your subscription through your customer account, where subscription management is available, or by contacting us.

If you want to cancel an upcoming subscription order, please do so before that order has been processed or entered into production.

Once a subscription order has been processed, made or dispatched, it may no longer be possible to cancel that individual order. Cancelling your subscription will stop future subscription orders. It does not automatically cancel or refund an order that has already been processed.

Because our handmade products are made to order, we recommend cancelling as early as possible if you no longer wish to receive future items.

Pre-orders & Deferred Purchases

Some of our products are offered as pre-orders or deferred purchases, meaning you are purchasing an item before it is ready for fulfilment. The expected fulfilment timeframe and any specific payment arrangements will be shown on the individual product listing.

If you need to cancel a pre-order, please contact us as soon as possible. Where production, fabric or materials have already been ordered specifically for your pre-order, cancellation may not be possible and any payment already made may be non-refundable where this has been clearly stated on the product listing at the time of purchase.

For our 50% payment option, please also see our Refund & Returns Policy, which explains the separate terms that apply to the remaining balance and non-refundable payment.

Made-to-Order & Handmade Items

Many Alt Originals products are made specifically for you after you place your order. Because of this, once production has started or materials have been purchased specifically for your order, we may not be able to accept a cancellation.

If you need to cancel a made-to-order item, please contact us as soon as possible. We'll always do our best to help where we can, but cancellation isn't guaranteed once work or material purchasing has begun.

Alt Encore

Alt Encore pieces are unique, upcycled and created individually. Because these pieces are bespoke and customised, cancellations may not be possible once work has started or materials have been committed to your order.

Please make sure you're happy with your measurements, choices and requirements before ordering. If you're unsure about anything, ask us first, we're always happy to help.

Payment Failures

If a recurring subscription payment cannot be processed, Shopify or our subscription system may retry the payment according to the applicable subscription settings.

If payment remains unsuccessful, your subscription may be paused, skipped or cancelled in accordance with the subscription system's payment process.

We'll send you the relevant payment notifications so you have the opportunity to update your payment method where possible.

Need to Cancel Something?

We're a small, independent business and we'd much rather you contact us than worry about getting something wrong.

If you need to cancel a subscription, pre-order or other purchase option, please contact us as soon as possible at alt.originals.encore@gmail.com

We'll look at where your order is in the process and let you know what options are available.

🖤 Made to order means we make it because you've chosen it, so please give us a shout as early as you can if something needs to change.