Shipping Information

  • Orders are usually processed and shipped within 3 business days of initial order.

  • If you order during the weekend or on a stat holiday, your order will be processed the next business day.

  • For custom orders or preorders, the processing and shipping time will depend on the item, and will be communicated by our team.

  • WE OFFER FREE SHIPPING IN CANADA and the U.S.A ON ORDERS OVER $250

  • Shipping in Canada on orders UNDER $250 is a flat fee of $15

  • Shipping to the U.S.A. is $20

  • International shipping rates are based on location & applied at checkout per customer preference. If you'd like to arrange faster shipping, please get in touch with us at hello@alexsyu.com

  • Local Vancouver pick up can be arranged. Please get in touch with us at hello@alexsyu.com for more information.

Return Policy

If for some reason, you don’t feel fantastic in your ALEX S. YU purchase, we’d be happy to refund you. Please double check measurements and sizings before you place an order. We are more than happy to provide more information on all of our products.

  • We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with return tag, with all garment and hang tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  • To start a return, you can contact us at hello@alexsyu.com. If your return is accepted, we will send you instructions on how to send it back. Items sent back to us without first requesting a return will not be accepted.

  • Please note that international returns must indicate RETURN OF GOODS NO SALE in the description/invoice so you will not get charged for duty fee, otherwise we will have to charge you.

  • Return shipping costs must be covered by the customer.

  • Returns without prior confirmation will not be accepted.

  • Returns that require duty charge will not be accepted.

  • Please contact us for any return question at hello@alexsyu.com.

Return Tag

  • Our return tag, the plastic pink tag that you will see attached to the care label on your garment (usually on the left side seam, depending on the garment), is in place to protect all customers. Please feel free to try on the garment in your home. Please do NOT cut off the tag.

  • If the tag is removed, or altered in any way, no returns will be accepted. No exceptions.

Damages and Issues

  • Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable items

  • Certain types of items cannot be returned, like sale items, custom products (such as special orders or personalized items), and undergarments or bathing suit bottoms. Please get in touch if you have questions or concerns about your specific item.

  • Unfortunately, we cannot accept returns on sale items or gift cards.

Sale Items

  • Sale items are final sale. No refund/exchange will be accepted on sale items.

  • Please Note: Discount and promotional codes are not valid on sale items

Exchanges

  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Defective Items

  • All of our products are hand-made with utmost care and love.

  • We take good care of every item that we ship to our customers. However, if one of our products happens to be defective or broken upon receiving, please contact us at hello@alexsyu.com as soon as possible. Please let us know within 7 days of receiving the package.

  • Once we receive the package, we will exchange as quickly as possible without any fees. In case the item is out of stock, we will refund you the same way that you paid.

Made to Order, One-off, Sample Pieces

  • Please note that all 'made-to-order’ ,'one-off' and ‘sample pieces’ products are non exchangeable or refundable at any time. If you have any questions please do not hesitate to contact us.

Gift Cards

  • Please note that gift cards are non-refundable. Gift cards do not expire, and can be used for cash value on anything at alexsyu.com

  • Gift cards are not redeemable at third-party retailers.

Refunds

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

  • It can take some time for your bank or credit card company to process and post the refund to your account once the refund has been processed on our end.