Returns & exchanges
A different size, a different piece or a refund - choose what works for you.
Our lifetime return promise gives you time to decide.
How to start a return or exchange
- Open your Alessa account and choose the order you would like to return or exchange.
- Select the items and choose a refund, store credit or an exchange.
- Follow the return instructions, pack your items securely and keep your proof of postage.
If you need help, email support@alessaofficial.com.
Return address
Send your return or exchange parcel to:
ALESSA (Miare EOOD)
53 Tsarigradsko Shose Blvd
4000 Plovdiv
Bulgaria
Item condition
For our voluntary lifetime returns, items must be unworn, unwashed, unaltered and unironed, with their original packaging and all tags still attached.
Please try on your pieces with care. Returned items must have no damage or stains, including makeup and deodorant marks, and must be free from pet hair, perfume and other lingering odours.
For faulty or incorrect items, follow the instructions below. The lifetime-policy conditions do not restrict your statutory rights.
Shipping & customs
A free-delivery offer on your order does not automatically include return shipping or delivery of an exchange.
For items from different orders, contact us with all order numbers before combining them in one parcel. The current online form handles one order at a time; we will confirm the references and instructions needed for a combined parcel.
For returns from outside the EU, check the customs paperwork with your carrier and identify the shipment accurately as returned merchandise. Keep the original order details and shipping documents.
If you paid import charges directly to a carrier or customs authority, ask them about any available refund procedure.
Exchanges
You can request another size or another item, subject to availability. Include your preferred replacement in your request. We will confirm availability, any price difference and the replacement delivery cost before proceeding.
Delivery of the replacement is a separate shipping cost. Free delivery on your original order does not automatically cover the return or replacement shipment. See Shipping & Delivery for general delivery information.
Refunds
We refund once we have received and checked your items. You can follow your request in your Alessa account. In the request, you choose how to receive the money:
Alessa account credit (deposit) for future purchases: 1–2 business days, if you choose this option.
Bank transfer, where available: 7 business days. Provide the account holder's name and IBAN when choosing this option.
If you paid by card or PayPal and want a refund to that payment, contact support@alessaofficial.com with your order number so we can arrange the appropriate refund. A card refund goes back to the original payment, not to a different saved card.
Prefer an exchange or store credit? Once we receive and approve your return, your credit is ready to use or we can process your exchange.
Faulty or incorrect items
Email support@alessaofficial.com with your order number, a description and clear photos of the issue. Please contact us before paying for return shipping so we can arrange the appropriate solution at our expense. You can also contact us about a fault discovered after wearing the item.
Your consumer rights
Our lifetime policy is an additional benefit. It does not replace or reduce your rights under applicable consumer law.
Where EU or UK cancellation rights apply, you can normally notify us within 14 days of delivery that you wish to cancel an eligible online purchase, without giving a reason. You may inspect items as you would in a shop.
Faulty, damaged or incorrect item? Contact us so we can help with the appropriate remedy. Change-of-mind exclusions do not remove your rights in these cases.
