STORE CREDIT OR EXCHANGE ONLY

You can now process an exchange entirely online without needing to email us.

What you’ll need:

Your order number and shipping postal code.

Important: If you're not eligible, unfortunately no exceptions can be made.

👉 Start your return or exchange here.

Note: The item you select in the portal may no longer be available by the time your return is received. If that happens, we’ll issue you a gift card to use on another item of your choice.

Please note: We only offer exchanges or store credit—no refunds.

ALOWA APPAREL only offers exchanges or store credit.

You have 7 days from the date of purchase to return items for an exchange or store credit.

Please note:

We do not accept exchanges or returns in-store during launch days, promotions, Black Friday, or Boxing Day.

Final Sale Items:

Items marked down by 20% or more are FINAL SALE and cannot be returned or exchanged.

Eligibility Requirements:

To be eligible for an exchange:

• Items must be new, unworn, unaltered, unwashed, and free of any customer-caused damage.
• ALOWA APPAREL reserves the right to refuse exchanges for items with perfume/fragrance, makeup/deodorant stains, or any visible dirt or damage.
• Items must have all original tags attached, original packaging, and intact hygiene liners.

You cannot come directly to the store to exchange or return an item purchased online without first going through our online portal.

In-store purchases and online purchases are managed by two completely separate systems.

Mandatory Procedure:

• For any exchange or return related to an online purchase, it is essential to submit a request through our dedicated portal.
• Once approved, you may drop off your items in-store or complete an exchange without paying shipping fees—as long as you’ve followed this procedure.

Why this process matters:

• Our online portal helps us identify your needs and ensures that our in-store team is fully prepared to assist you.
• Coming directly to the store without using the portal does not guarantee that your request will be processed, and no exceptions will be made.

Thank you for following these steps to help ensure a smooth and pleasant experience for everyone! 😊

Return Period:

• 14 days from the shipping date.

Item Condition:

• Must be in new condition—unworn, unaltered, and unwashed.
• Free of stains (perfume, makeup, deodorant) or customer-inflicted damage.
• All tags must be attached, original packaging intact, and hygiene liners included.

Fees:

• Up to CA$10 for stained or damaged items.
• CA$5 for missing tags.

Shipping Fees:

• Original shipping fees are non-refundable.
• Return label cost is the customer’s responsibility.

Store Credit:

• The amount will be issued as a gift card for the paid value, minus any shipping fees.

Exceptions:

• Final sale items (promotions, Black Friday, Boxing Day, end-of-season sales, discounts of 20% or more).
• Items purchased at our Pop-Up Shops.

Alowa Apparel is not responsible for items that are lost, stolen, or damaged during shipping.

Recommendation:

Please file a claim directly with the shipping carrier (Purolator, Canada Post, Livrapide, UPS).

We will provide all necessary information to support your claim.

You have 7 days after receiving your order to report a defective item.

Please contact us at customerservice@alowaapparel.com and include:

Returning Defective Items:

• Shipping fees will be covered by Alowa.
• We do not accept exchanges for items damaged after washing or due to improper care.
• We recommend treating your garments gently to maintain their quality.
  

Thank you for respecting our policies and understanding our processes.