Returns & Exchanges
You can now facilitate an exchange entirely online without needing to send us an Email. Please have your order number and your shipping ZIP/Postal Code ready. Note that if you are not eligible, we can't make any exception. Please be comprehensive.
CLICK HERE to start a return/exchange
*A credit will be automatically issued by email if the desired sizes are no longer available.
MUST READ
- ALOWA APPAREL will exchange your item or offer a store credit only. We do not issue refunds to the original payment method.
- You have 14 days from the day of purchase of your order to return your item for an exchange or credit store.
- To be eligible for an exchange, items must be in new condition, unworn, unaltered, unwashed and free of damages by the customer. Alowa Apparel reserve the right to reject any exchanges that have perfume/scent, makeup/deodorant stains or is dirtied in any way. Items must be returned with all tags still attached and must be in the original packaging and hygienic liners intact. You may be charged a fee of up to CAD$10 if the item is stained or damaged and a $5 fee for all missing tags.
- You will need to cover the cost of your return label. Original shipping costs are non-refundable.
- All store credit will be processed and issued for the amount paid for the item(s), minus the shipping cost.
- You can not exchange a final sale item(s). Any items at or above 25% OFF will be FINAL SALE - no return or exchange available.
- All purchases made during our pop up shop are final sales. You cannot return or exchange any item purchased during at Pop Up Shops.
Returns for Pick Up or In store orders
Since you don't have any shipping ZIP/Postal Code, you will not be able to proceed with our portal. You will have to send us an email at alowacustomerservice@gmail.com with your name, order # and the items you want to exchange.
Our customer service will get back to you within 1 to 3 business days.
Stolen and loss of packages
Alowa Apparel is not responsible for any items lost, stolen or damaged during shipping. Indeed, the seller is presumed to have performed his main delivery obligation when he has attempted to do so on the date indicated in the contract, on a later date agreed in writing with the consumer or, even, on the date appearing in a notice sent within a reasonable period of time, but this was not achieved due to the actions or negligence of the consumer who, for example, does not take possession of the goods delivered (Consumer Protection Law, art. 54.10) .
Thus, the responsibility falls to our postal company (here Purolator, Canada Post, Livrapide and / or UPS) as soon as our packages leave our warehouse in Boisbriand. Customers are therefore advised to file a loss / damage claim directly through the post office. Alowa Apparel will provide all the information necessary to facilitate the claim.
Faulty Item
You have 7 days after receipt of the order to notify us that your item is faulty. Please email us at alowacustomerservice@gmail.com with supporting photos, order number, name(s) of item(s) you believe to be defective.
- Note that you must return any faulty items to us. We will bear the shipping costs.
We are not responsible for any damage caused afterwards. We cannot control the maintenance of your clothes. We also do not exchange after washing even if it's been less than 7 days. Try to be gentle with your clothes loves!
