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 footwear in the original shoe box and return all other items with the original tags and tickets attached. Please DO NOT ship shoes back without an outer shipping box. The shoe box must be in resalable condition and cannot have shipping labels or tape attached. If you return an item that is NOT in resalable condition (dirty, worn, damaged, etc.) that item will be returned to you without 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 products to us (to arrive within 30 days of the ship date for your order) at:
Attn: AO RETURNS, Order# xxxx
26 Tamalpais Drive
Corte Madera, CA 94925
Include a copy of the invoice with the return or if the invoice is not available, a note with the Order # and the shipping address.
The customer is responsible for all return shipping fees, unless we mistakenly sent you the wrong item, shoe style, color or size, or if an item has arrived damaged. If this is the case, please accept our apologies and contact us immediately. Please DO NOT return any items that you received damaged or that were sent incorrectly. Please contact us first and we will direct you from there. You can either call us or send an email to CustomerCare@AlternativeOutfitters.com
* Clearance Items
We offer significant discounts on clearance items (at least 50% discount off the original sales price) and as such we are unable to accept returns of 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 the return in good condition we'll issue a credit to the credit card, PayPal account, store credit or gift certificate that was used for the original purchase for 100% of the order amount including any paid sales tax but excluding the shipping charge.
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. We will issue your refund according to your original method of payment (e.g. credit card, PayPal, store credit, or gift certificate).
We process refunds weekly and a credit should appear on your account within 10 days of receipt. Please note: All returns must be received by us within 30 days from the shipping date of your order to qualify for a refund or store credit. NO EXCEPTIONS.Exchanges
Alternative Outfitters does not accept returns to be used in exchange for another product.Damaged Items
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us toll free immediately at (415) 924-6100.
Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please keep the box, packing materials and the damaged items for inspection by the carrier.
If you have any questions regarding your order, please contact CustomerCare@AlternativeOutfitters.com or call us at (415) 924-6100 from 11am to 5pm Pacific Time Monday through Friday.
This policy was updated September 11, 2014.