Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at support@hellonalvia.com. If your return is accepted, we'll send you a prepaid return label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@hellonalvia.com.

UK 14-Day Cancellation Right

If you are based in the United Kingdom, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your item, for any reason and without giving a justification. To exercise this right, simply contact us at support@hellonalvia.com. As above, your item must be returned in the same condition that you received it, unused, with the original seal intact, and in its original packaging. This cancellation right is in addition to, and does not affect, your other statutory rights.

Damages and Issues

Please inspect your order when you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and put it right. Under the Consumer Rights Act 2015, if your item is faulty, not as described or not fit for purpose, you may be entitled to a refund, repair or replacement.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including custom or personalised products (such as special orders), and sealed personal care or beauty products that have been opened or unsealed after delivery (for health protection and hygiene reasons). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on gift cards. Please note that these exceptions do not affect your statutory rights, including your right to a remedy for faulty, damaged or misdescribed goods under the Consumer Rights Act 2015.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 working days of us receiving your returned item, and in any event within 14 days as required by the Consumer Contracts Regulations 2013. Please remember it can take some time for your bank or card issuer to process and post the refund.

If more than 15 working days have passed since we approved your return, please contact us at support@hellonalvia.com.

Contact

For any questions about returns or refunds, please contact our customer support team:

• Email: support@hellonalvia.com
• Operated by: DOM ECOM LLC, 16192 Coastal Highway, Lewes 19958, Delaware, United States