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Hi there!  Sometimes things just don't work out. It happens! 

At ALOHAS, you can return an item within 30 days from the date of delivery. If you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange. We offer easy returns in Spain, European Union*, the UK, Australia, Canada, and the United States.

*EXCEPT: Albania, Andorra, Bosnia, and Herzegovina, Cyprus, Croatia, Gibraltar, Iceland, Kosovo, Liechtenstein, Macedonia, Malta, Monaco, Montenegro, Norway, San Marino, Serbia, Switzerland, and Turkey.

Exchanges are only possible if you want to select different sizes of the same product. In case you prefer to change your item to a different one, you can select the Store Credit method.
Items must be unused and in their original condition, and labels and seals must not have been removed.
Pierced earrings including earring pendants and ear cuffs are non-returnable for reasons of hygiene and safety.
Returned swimwear items must be unworn, untouched, unwashed, and returned in their original undamaged packaging, bearing all of their original labels.
Products that are returned incomplete, damaged, worn, or soiled, will not be taken back. 

IMPORTANT: In case you are returning from a country where the easy-return option is available, please make sure you exclusively use the pre-paid label generated using our return process. If you have problems with the prepaid label or you come across an issue when sending the package, please contact us before paying for shipping costs yourself. In case you do pay for sending the package, we will not cover the expenses because we have an established process for free returns in your country.  In case you are not eligible for "easy returns", please make sure all taxes and duties are covered when you pay for your return. We only process those returns that arrive at our warehouse directly, without any customs paperwork or payment from our side. In any case, we highly recommend always keeping the tracking information, as we may request it as proof of return.

WE DO NOT REFUND SHIPPING COSTS (OR CUSTOMS CHARGES) IN ANY CASE.

Need to change size? follow our instructions here: How can I exchange an item?

Need to return? find the step-by-step guide on how to return a product here:  How do I make a return? 

Let us know if you need any further assistance. 

Kind regards,

🔙 What is the ALOHAS return policy?

Did you receive an ALOHAS product and want to exchange it for something else? 

We want you to love your ALOHAS as much as we do! If you aren’t entirely happy with your order, please request an exchange through our return website.
Changes can only happen among two sizes of the same item. 

If you want to change your product to a different one, you can request store credit to be used for your next purchase. But hey! If you decide to immediately purchase a different item, using the Shop Now option we will add  + €20 as a gift to the amount you paid for the original product so you can spend them immediately on a new product 😜

Remember: you have 30 days from the delivery date to request your exchange!
To exchange an item from a country included in the easy return list, please check our return instructions here.
To exchange an item from a country NOT included in the easy return list, please check our return instructions here.
To get more info on how to track your return, please consult our How can I track my return?

Important: Please be aware the return system will give you the option to exclusively exchange your item with ready-to-ship products. Therefore, there might be moments in which you can see on our website the product and size you would like to exchange with, but it won't be shown on the return platform. In this case, again, you can select a gift card and move on with the pre-order product new purchase directly from the alohas.io website, so the on-demand delivery date will be clear form the beginning 😎

Once we receive the unwanted item(s) back in our warehouse, we will issue your new order or store credit according to your preference and send the confirmation via email. 

We hope you have all you need, but let us know in case you need more help!

🔂 How can I make an exchange?

Hi there👋

Shipping timing depends on where the package will be delivered:

Orders outside the European Union: normally take 2 to 4 business days to arrive after being shipped (customs procedures, depending on the country, may extend this timeframe).
Orders within the Europan Union:  normally take 1-3 business days to arrive after being shipped.

⚡️Stock items are shipped 1 or 2 business days after the order has been placed, except if placed during the weekend or during a local holiday. In that case, it would be processed the following business day. Times may vary during peak seasons. 

💚 On-demand items (pre-order) depend on the estimated date reflected on the webpage - or order email confirmation- when the order is placed. For multiple on-demand dates, we send everything at the last one.

👭 Combined orders (stock and on-demand): As all our company policies seek to embrace sustainability, we send the entire order in one go, and by doing that avoid contaminating too much, caused by doing partial shipments. If our client orders multiple items, we send them the full order once the last product is ready, this avoids shipping multiple parcels to the same place.   

You will receive a shipping confirmation email when your parcel leaves our warehouse, it will include the tracking information.

Let us know if you need further information and we will gladly help you 😀

Have a lovely day!

📦What is the ALOHAS shipping policy?

Hey you!

If you made a purchase and you're looking for updates on it, please use our newest tool Track your order 

To access, use the email used for the purchase and the order number (visible in the confirmation email you received after purchase)

There you will see immediately the status of the order and, in case the order is ready or already shipped, you will be easily able to click and follow all the courier's updates as in the example below.

 

If the order is not easy yet - we are working on it! and the information will be updated as soon as we can. Thanks for your patience!

Let us know if you need any further help 🙂

Wish you a lovely day ❣️

🎁 Where is my order? 

Hey there!👋

If you are waiting for your refund for a cancellation or a return, please, be aware that reimbursement of funds will be allocated back to the original form of payment used for the purchase, under the name of SUNSET VENTURES SLU. 

Allow up to 10-15 business days for the refund to be processed and reflected in your bank account. Please note this can change based on the bank entity and agreement you have on it. 

If after this timeframe you are not able to see the amount on your bank statement, please reach out to your bank to have them look into it and contact us if you still need help with it.

Let us know if you need any further help 🙂

Wish you a lovely day ❣️

💸 How long will my refund take?

Hello 😀

We're happy to share we have created a clear and comprehensive size help article to guide you while selecting the most appropriate size for you 👗📏👠

If you're still unsure about sizing, feel free to ask for advice and suggestions from our  ALOHAS Community members, they'll be thrilled to help you out!

Please review it and let us know if you still need help with it. 

Thank you!

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