Refund policy
Refund & Return Policy
Last Updated: June 22, 2026
At Alessa, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, you may request a return within 14 days of receiving your item.
Return Eligibility
To be eligible for a return, the item must:
- Be in the same condition as received;
- Be unworn, unused, and free from damage;
- Have all original tags attached;
- Be returned in its original packaging;
- Be accompanied by proof of purchase (order confirmation or invoice).
How to Start a Return
To request a return, please contact us at:
Once your request has been approved, we will provide instructions on how and where to return your item.
Items sent back without a prior return request will not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in cases where:
- The item is defective;
- The item was damaged during transit;
- The wrong item was delivered.
In such cases, SC ALESSIS COMPLEX SRL will cover the return shipping costs and, where applicable, offer a replacement item or a full refund.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If you receive a defective, damaged, or incorrect item, contact us as soon as possible so that we can evaluate the issue and provide an appropriate solution.
Non-Returnable Items
The following items cannot be returned:
- Customized or personalized products;
- Gift cards;
- Sale items, where permitted by applicable law.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
We do not currently offer direct exchanges.
If you wish to purchase a different item, please return the original item and place a new order once your return has been approved.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification.
Returned items must be unused, in their original condition, with all tags attached and in their original packaging.
Refunds
Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that banks and payment providers may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Contact
SC ALESSIS COMPLEX SRL
Email: alessashopstore@gmail.com
Romania