At Alushka, we aim to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we have a straightforward and transparent returns and refunds process. Below is a detailed guide on how to request a return or refund, and what to do in various situations.

1. Return & Refund Process

How to Initiate a Return or Refund:

1. Contact Us: Email our customer service team at support@alushka.store with your order number and details of the issue. Please include any relevant photos if the item is damaged or incorrect.
2. Return Authorization: You will receive a Return Authorization (RA) number and instructions on how to return your item. Please follow these instructions carefully to ensure your return is processed smoothly.
3. Return the Item: Ship the item back to us using the return label provided. Ensure the item is in its original condition, with tags attached, and in the original packaging.
4. Refund Processing: Once we receive and inspect the returned item, we will process your refund within 5-7 business days. You will receive an email notification once your refund has been issued.

2. Return & Refund Scenarios

Defective or Damaged Items:

• Return Request: Contact us within 7 days of receiving the item. Provide details of the defect or damage and include photos if possible.
• Return Process: We will provide a return label for you to send the item back to us at no cost. Once we receive the item, we will issue a full refund or send a replacement item, depending on your preference and availability.

Incorrect Items:

• Return Request: Contact us within 7 days of receiving the incorrect item. Include details of the error and photos if possible.
• Return Process: We will provide a return label and instructions to send the incorrect item back to us. Once we receive the item, we will ship the correct item to you at no additional cost or issue a full refund if the correct item is not available.

Unreceived Orders:

• Return Request: If your order has not arrived within the estimated delivery time, contact us at support@alushka.store. We will investigate the issue with the carrier.
• Return Process: If the item is confirmed lost, we will issue a full refund or send a replacement item based on your preference and availability.

Cancellation After Placing an Order:

• Cancellation Request: If you wish to cancel your order, contact us as soon as possible. If the order has not yet been processed or shipped, we will cancel it and issue a full refund.
• Post-Shipment Cancellation: If the order has already been shipped, you will need to return the item following the standard return process. Once we receive the returned item, we will issue a refund minus any shipping costs incurred.

3. Non-Returnable Items

Certain items may not be eligible for return or refund, including:

• Items that have been worn, washed, or damaged after delivery.
• Items returned without original tags or packaging.
• Final sale or clearance items.

4. Refunds

• Method: Refunds will be processed to the original payment method used for the purchase.
• Processing Time: Refunds are typically processed within 5-7 business days of receiving the returned item. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

5. Contact Us

For any questions or assistance with returns and refunds, please reach out to our customer service team:

Email: support@alushka.store

Thank you for shopping with Alushka. We appreciate your business and are committed to providing you with a satisfying shopping experience.