Politique de remboursement

Return Policy

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. If for some reason, you don’t feel fantastic in your ALEX S. YU purchase, we’d be happy to refund you. 

  • 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 the 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 as well as the address to send it to. Items sent back to us without first requesting a return will not be accepted.
  • Please note that shipping costs are non-refundable.
  • Please note that international returns must indicate RETURN OF GOODS NO SALE in the description/invoice so the return will not get charged for duty/customs/tariffs, otherwise we will not accept the package.
  • 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 note that there will be a 10% restocking fee for all returns to cover the costs associated with processing the return, including restocking, repackaging, inspecting the returned goods, and handling any reverse logistics operations.
  • Please contact us for any return question at hello@alexsyu.com.

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.

Exceptions / Non-returnable items

  • Certain types of items cannot be returned, like sale items, custom products (such as custom orders or personalized/altered 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.

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 5 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.

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. 

Made to Order, One-off, Sample Pieces

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

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.