Alternative Outfitters offers a wide selection of distinctive, cruelty-free products. We accept returns of unused and unopened merchandise within 30 days of receiving your order. Clearance items (see below)* and personal care items (hair care, skin care and cosmetics) cannot be returned.
Please, return any footwear in the original shoe box, and return all other types items with the original tags and tickets attached. Please, DO NOT ship shoes back without an outer shipping box. Also, the original shoe box must be in resalable condition, and it cannot have shipping labels or tape attached to it. If you return an item that is NOT in resalable condition (dirty, worn, damaged, etc.), that item will be returned to you without any credit issued.
We regret, that we are unable to accept returns of personal care items (hair care, skin care & cosmetics), at this time.
Please, return any non-clearance, resalable products to us (to arrive within 30 days of the original ship date of your order) at the following address:
Attn: AO RETURNS, Order# xxxx
903F Irwin Street, Lower Level
San Rafael, CA. 94901
Please, include a copy of your original invoice with your return, or if the invoice is not available, include a note with your Order # and the shipping address.
All customers are responsible for any and all return shipping fees, unless we mistakenly sent you the wrong item, wrong shoe style, wrong color, wrong item size, or if your order has arrived damaged. If your order arrives damaged from the process of shipping, please, accept our apologies and contact us immediately. Please, DO NOT return any damaged items, or itmes that were sent incorrectly. Initially, you must contact us. Then, we will direct you accordingly, from that point. Here's our email address: CustomerCare@AlternativeOutfitters.com
* Clearance Items
We offer significant discounts on clearance items (often times, at least 50% discount off the original sales price). Although, we are NOT able to accept returns of any clearance items. Products designated as "Clearance" items will be clearly marked on our website, e.g. CL By Laundry Gold Mine Silver Vegan Ballet Flat (clearance).
Once we receive your returned item in good, resalable condition, we'll issue you a credit to your credit card, PayPal account, an Alternative Outfitters store credit, or an Alternative Outfitters gift certificate. This refund will include the amount of the original purchase price (100% of the original order amount), including any paid sales tax and shipping charges.
If you received free shipping because your original order was over $25, we will deduct 15% of the returned product price from your refund, if the order total is less than $25. Then, we will issue your refund, according to your original method of payment (e.g. credit card, PayPal, store credit, or gift certificate).
Usually, we process refunds on a weekly basis, and your due credit should appear on your account within 10 days of your receipt. Note: All returns must be received by us within 30 days, from the shipping date of your original order, to qualify for a refund or a store credit, please. NO EXCEPTIONS.Exchanges
Alternative Outfitters does not accept returns to be used in exchange for any other product or purchase.Damaged Items
When your order arrives, inspect your delivery carton and internal item(s), for any damage that may have occurred during shipment. It is normal for the shipping carton to show some degree of wear. However, if any damage has occurred to the internal item(s) in your shipment, contact us ASAP, please.
Please, provide your order number, along with your email address, and your phone number, for the fastest service. To assure prompt resolution, keep your original box, original packing materials, and any of your damaged items, for inspection by your delivery carrier.
If you have any questions regarding your order, contact us at: CustomerCare@AlternativeOutfitters.com, or call us at (415) 785-7992.
This policy was updated September 15, 2016.