Return and exchange policy service
Returns and exchange for Italy
In the event that the products purchased checked are the wrong size, the customer can return the products within 30 days after receiving the package.
To make the process of returns, simply you need to login into your Account and in Historical Orders section, select the products to be returned. The customer can also contact us as soon as possible by e-mail at [email protected] or at the telephone number +39 0438 1896838 or +39 328 8162520.
The returns service will be placed in the following procedure:
- The customer must return the products, which must be returned intact, not used and in original packaging, complete in all its parts (including packaging, tags and accessories: manuals, labels, etc.). To limit damage to the original package, we recommend to use the second box or envelope submitted beforehand by Alex Factory for shipment; It should be avoided in all cases the shipment with the attachment of labels or tape directly on the original packaging of the products. In this case the returns will not be accepted.
- The address for returns and exchanges is:
via dell'acqua, 2
31020, Revine Lago
- The shipping costs are charged to the customer who can choose their own carrier for shipment. We recommend using the national postal service which happens to be the more cheapest. In the event that the customer does not have a entrust courier and does not have the time to organize the return of products, Alex Factory will organize everything and send his courier to pick up the package in the agreed day with the customer. This operation is always charge by the customer. (For Italy only)
- After, once the products are returned to our warehouses and all found to be legal, Alex Factory will proceed to the shipment of the correct size products for free. The size exchange free one time will be made, in case of any new size change requested, the shipping charges will be charge by the customer. The free exchange service, will be made only on products and sizes available on our online catalog.
- In case of the refunds, shipping charges are not included in this procedure. Refunds are made after 1-5 days of receipt of goods.
Returns and exchange for Europe and outside countries of Europe
- It takes place in the same way, unlike the shipping costs that are charged to the customer who will have to rely on a courier of his choice. We recommend using the national postal service which happens to be the more cheapest.