Refund and Returns Policy

Overview

Every item purchased in the ALPHA PALACE Online Store can be returned free of charge. You can return your item for free within 14 days. Items must be returned new, unused, and with all labels and garment tags still attached. Returns that are damaged, stained, washed or altered will not be accepted and will be sent back to the customer. Where provided, any designer packaging such as authenticity cards, dust bags and Alpha Palace tags with a barcode should be included with your return. Items should be returned in their original packaging to ensure they are adequately protected in transit. All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles will not be accepted. Returns will not be offered for fragrances. Briefs, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Stockings, socks and tights may only be returned if the package has not been opened. Being made-to-order, we can not accept returns of personalised items. Returns that do not comply with these regulations will not be accepted.

TERMS & CONDITIONS ON PRE-ORDERING ALPHA PALACE ITEMS.

PRE-ORDER: These are items that are not available and/or are currently sold-out from our online shop. Pre-order or back-order is placing orders in advance which requires a full upfront payment from a customer interested in procuring the said item/product.
Please make sure you have read and understood all the conditions written here before submitting your Orders.

DETAILS, TERMS & CONDITIONS:
1. “Full payment” is required & should be made via Bank Transfer, Online Transfer (Stripe), (VISA Debit), (VISA Credit), (Apple Pay), or (Amex). We do require our customers to pay the full amount stated on the invoice. Upon submission of the “Order Form”, payment of the customer should be expected to be transferred within five (5) days or it shall be deemed cancelled (For Bank Transfer).
2. Cancellation of orders is not allowed once the “Order Form” has been submitted and paid nor could it be exchanged for other tools/items or services being rendered. All pre-orders made are considered as sold.
3. Estimated Date of Arrival: Shipment is based on the shipping schedule of our selected courier. Although we could track and trace the whereabouts of our package we cannot assure you the exact date and time of its arrival here in the United Kingdom due to several factors such as delays due to unforeseen events beyond our control (Technical problems of the shipping company, Natural Disasters, Customs clearing etc.) Products coming from Hong Kong and the United Kingdom usually take 15-30 days from the date of delivery. The maximum number of days should not exceed 60 days arrival in the United Kingdom or your “MONEY BACK” guaranteed. Kindly manage your expectations. If you cannot wait that long then please do not proceed with your order.
4. Once the products have landed and received by our team. You will then be informed via contact number, email address and other social media platforms you have provided. We will immediately have all your orders packed in the next 24 Hours and schedule it for shipment. In the case of lost items during shipment we shall refund in full the amount that you have paid and shall offer a discount on your next possible purchase from us.
5. Pre-orders are non-transferable. All orders made shall ship directly to the person and address specified in the order form. We will not entertain such requests to protect the data, privacy and security of our customers.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: 20 Oak View, Norton Street, Radford, Nottingham, Nottinghamshire, England, United Kingdom, NG7 3NA.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 20 Oak View, Norton Street, Radford, Nottingham, Nottinghamshire, England, United Kingdom, NG7 3NA

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.