Refunds & Returns Policy

• If you change your mind once you have ordered your item and wish to cancel; we can only do this if your order hasn't been processed by the warehouse. Otherwise you will have to wait for the item to arrive and then request a return. 
• Please note that any items returned or requested for a refund, regardless of fulfilment status will not be eligible for a refund of the postal charges.

• Once your return is authorised, we will email you a Royal Mail returns label, which is valid for 7 days.  You will be required to return your parcel to your local delivery office.  Items returned out with the seven day postage label validation period, will be returned to you.   

• If you do not use our label and return your package using an incorrect address or untracked service; we can not take responsibility should your package go astray.
• If you are returning an item outside of the UK we do not cover postage.
• We do not accept returns on sample sale/outlet items, so please check your size before ordering.
• You will need access to a printer to print our returns label. We do not offer pre-printed labels.
• We only use a tracked service for returns. Please take note of your tracking number so you can progress your return and therefore your exchange/refund. 

REFUND PROCESS

• Once your return has been received by us your exchange/refund will be actioned within 10 working days.
• If you cancel an order before it has been fulfilled; we will process your refund within 10 working days of this cancellation.
• You will be refunded via the method in which you paid.
• You will receive an email notification when your refund has been processed.
• It can then take between 7-10 days for the funds to reach your account. This timescale is a banking process - not Alate policy per se.    

FAULTY ITEMS

• If an item develops a genuine fault within 28 days of purchase, you will be offered a replacement.  If the style you ordered is no longer available, we will issue you with a gift card to the value of your original order (less shipping).
• Again, please let us know about a faulty item via the online chat bot or by emailing hello@alateofficial.com
• Any items that develop a fault outside of this timescale will be dealt with at the discretion of the management. Again, please email hello@alateofficial.com
• Please note we cannot accept responsibility for items that have been washed outside of our care instructions.