Refund and Return Policy

If you have an issue with your order, please reach out to our Customer Support team via email address support@alkoehn.com to start a request. For additional info on our return, refund policies see below!

Return

Our policy lasts 30 days. If the time frame has gone by since your purchase shipped, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
In case of requests for order refund/ return/ reship, we reserve the right to accept or reject requests if it doesn't have proper reason. In other words, we will not take action for any items that not in its original condition, is damaged or missing parts for reasons not due to our error.

Items returned to sender

Parcels tagged as incorrect/ incomplete address will not be delivered and will be returned to the warehouse. Therefore, please double-check your contact information carefully when you fill out on our system.

All parcels with incorrect address will automatically return to the sender after it has reached the destination country's local post office.
In some cases, the local post or courier will keep the parcel within 30 days, therefore, we highly advise you to contact the local couriers for necessary corrections in your address.

Refunds (if applicable)

We require a receipt or proof of purchase.
Once your request is received and inspected, we will send you an email to 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.
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 support@alkoehn.com

Re-ship

Below cases will be considered for re-ship:

Missing or Incorrect Item: If you were missing an item, received the wrong item or wrong size, no worries! We will double-check on our system, and re-ship for you.
Invalid Address: If your address has been determined to be invalid, we will need you to verify your address. If you sent us the correct information within the time frame but unfortunately we missed your information, we will re-send for you.
Dead Letter: If the tracking number shows “Dead Letter” ! Please let us know, we will contact with the unit shipping, and find some sulutions to this problem. In case, there is no way of handling the issue, we will process reship for you. No worries!

Please Note

We do not process a refund/reprint in the following cases:

Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested)
Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country's customs, being delayed by a natural disaster, showing "delivered" in the tracking system, having been shipped into your mailbox but gotten lost).

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with proof attached at contact support@alkoehn.com
For other reasons like sewing or printing problems, we will take care of them all for you. Please contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorize you to do so.
Depending on where you live, the time it may take for your exchanged product to reach you.