FAQ RETURNS

1. I declare my return online

• To declare for your return, simply click on this link

• Enter your order number and the email address with which you placed your order.

• Select the item(s) you wish to return and choose a reason.

• Select the refund method you prefer (Credit or Initial Payment Method)

• Click on the "Finalize my return" button

• Download your return label

• Print it out and stick the return label on the outside of the package. Stick the new label on top of the old one, or you can also remove the old label to prevent the wrong number from being scanned.

All you have to do is drop off your parcel at a Mondial Relay relay point.

To proceed to a return, you just have to put the articles of the same order in a parcel and to stick the prepaid return label, present in your order, on it and to deposit it in a relay point Mondial RelayLearn more. You don't have to fill in any return form.

You have 14 days from receipt of your order to return an item to us, 

Any returned items will be inspected upon arrival. 

We reserve the right to refuse any product return in cases where the following characteristics are observed:

• The product does not have its original labels.

• The product has stains or signs of washing.

• The product has an unpleasant or detergent smell.

• The product is torn or damaged.

• The product does not belong to the ALME brand.

• The product shows signs of wear and tear due to its use over time.

In the event that a product is received by the customer in one of the above-mentioned states, we encourage our customers to contact our customer service department at the following address: [email protected ] within 48 hours of receipt of the product, in order to report any defects found. We will then investigate the situation appropriately and take the necessary steps to resolve the problem as quickly as possible.

The return label you download when declaring your return is prepaid. You are not responsible for the return shipping costs.

Outside France, return shipping costs are advanced by the customer and will be reimbursed up to 6 euros, if the Mondial Relay service is not available in the country.

Returns are free of charge, and you will receive a prepaid label with your order to return the item(s). Outside France, return shipping costs are paid in advance by the customer and will be reimbursed up to 6 euros, if the Mondial Relay service is not available in the country.

From the date of your return declaration, your prepaid label will remain available for download for 14 days.

You will also receive the label by email.

If you cannot find the prepaid label you received with your order, please contact us at [email protected] and we will send you a copy.

We do not accept exchanges. If you would like an item in a different size or colour, you will need to send the item back to us and place a new order.

When declaring your return, you have the option to select two refund methods: credit note or refund by original payment method.

Have:

After receipt of the return in our logistics warehouse and inspection of the part(s), the credit note will be issued within 1 hour. You will receive an email confirming that your return has been taken into account as well as the voucher code. 

The voucher will be valid for 1 year from the date of issue, and can be used in instalments.

Then, all you have to do is enter the credit code in the "Gift card" section when finalizing your next order.

Refund by original method of payment:

After receipt of the return in our logistics warehouse and inspection of the part(s), your refund will be made within 7 to 10 working days, on the payment method used for your order.  

You will receive a refund confirmation email.

Was your entire order paid for via a gift card? 

All orders paid in full with a gift card will be refunded by credit note.

A credit note will be issued and emailed to the address you provided when placing your order.

The credit note is valid for 1 year from the date of issue

If the balance of the original gift card has not been fully used, the remaining amount will be retained and can still be used for future purchases.

Was your order paid for using a combination of a gift card and another payment method? 

When you pay with a gift card and another means of payment, the refund is made by credit note, up to the amount of the gift card used.

If the value of the return is greater than the value of the gift card, the remaining refund will be made to the refund method chosen when the return was declared.

If monthly payments have already been made and the repayment is greater than the outstanding balance, your bank account will be credited again. 

If the amount of your repayment is less than the outstanding amount, a readjustment of the remaining monthly payments will be made. 

If we receive your return before the 15 or 45 day deadline, your bank account will not be charged. If we receive your return after the 15 or 45 day period, we will re-credit your bank account.

Despite our best efforts to ensure the quality of our products, we recognise that it is always possible that a faulty product may occur, and we sincerely apologise for any inconvenience this may cause.

In this kind of case, we invite you to declare your return specifying the following reason: "Defective".

This will allow us to isolate the defective part, check it and take the necessary measures with our suppliers.

Contact us by email at [email protected] indicating your order number, the reference of the concerned item and a picture of the defect. As soon as we receive this information, we will be able to do what is necessary. Please return the defective item to us using the prepaid label included in your package and adding a sheet of paper with "defective item" written on it.

If you have received an item that does not match your order, we apologize. Our warehouse operates with human operations, which can lead to errors. 

To rectify this situation, we invite you to declare your return specifying the following reason: "This is not the item I ordered"

Contact us by email at [email protected] indicating your order number, the reference of the ordered article and the reference of the received article. Upon receipt of this information, we will be able to make the necessary arrangements. Please send us back the wrong item received using the prepaid label included in your package.

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