Order cancellation
All orders can be cancelled until they are shipped. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our top priority. Therefore, you can request a guaranteed refund/exchange only if:
- The product fails to arrive by the maximum delivery date stated on your shipment confirmation email. Please check your spam email folder if you do not see the shipment confirmation email. If the item was returned by the post office due to the customer not picking it up or the wrong shipping address was provided by the customer, a refund will not be approved.
- We offer free exchanges if there are any defects associated with the merchandise that are a result of our fault. If a problem is present, please inform us within a week of receiving. Please contact us at support@alaneakea.com and send us photos.
We do not issue the refund if:
- The order does not arrive due to factors within your control (e.g. providing the wrong shipping address).
- The order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
- If you choose the wrong size, unfortunately we cannot offer a free exchange or refund. All of our products have different measurements, so it is very important to compare the measurements in each product to the measurements of a clothing, shoe, accessory, etc. you already own at home for accuracy. If there are no measurements or you want more information about a specific product. Please email us at support@alanakea.com. We are here to help!
- No refunds on used, worn, washed, shoes, lingerie, swimwear, beauty or sale items.