Refund policy
At Alessandra Lacroix we want you to be happy with what you ordered. If something is not right, this page explains exactly how returns and refunds work, what we need from you, and what you can expect from us. If anything here is unclear, email us at info@alessandralacroix.com and we will walk you through it.
1. How long you have to return an item
You can request a return within 90 days of the day your order was delivered, as long as the item meets the conditions in section 2.
2. Condition of returned items
To be accepted, an item must be:
- Unused, unworn and undamaged
- In the same condition it was in when it arrived
- Complete, with all original packaging, tags and labels still attached
Trying something on to check the size or the fit is completely fine, the same as you would in a shop. If an item comes back washed, worn, stained or damaged, we may reduce the refund to reflect the loss in value.
3. Items we cannot accept back
- Items where the hygiene seal has been removed or broken, including underwear, shapewear and bras
- Custom made or personalized items
- Items damaged through misuse or improper care
4. How to start a return
Every return needs to be approved by us first, so please do not send anything back before you have heard from us.
Email info@alessandralacroix.com with:
- Your order number
- Which item or items you want to return
- The reason for the return
- Photos of the item, if it arrived damaged, faulty or incorrect
- Your full name and shipping address
We reply within 24 business hours, Monday to Friday, with the return address and step by step instructions.
5. Return address
Returns are handled at our warehouse:
Building 4, 4th Floor, 58 Baiye Road, Guangdong, 523000, China
Please only send a return once we have approved it and confirmed the address with you. Parcels sent to any other address, or sent without approval, cannot be processed or refunded.
6. Who pays for return shipping
If you changed your mind. You cover the cost of sending the item back, along with any customs charges, duties or taxes on the return shipment. Please choose a carrier that can handle customs paperwork, and keep your tracking number. We cannot take responsibility for return parcels that are delayed, refused or lost because of customs problems or incorrect shipping paperwork.
If the item is faulty, damaged or not what you ordered. We pay the return shipping. Contact us first and we will arrange it. No restocking fee applies in this situation.
7. Restocking fee
A 15% restocking fee applies to approved returns. It covers inspecting, processing and restocking the item, and it is deducted from your refund.
The fee does not apply when:
- The item arrived faulty, damaged or incorrect
- You are exchanging, meaning you return the item and place a new order (see section 8)
The fee does apply to parcels refused at delivery, and to parcels that are never collected and are returned to us automatically.
8. Exchanges
Yes, we do exchanges. The quickest way is to return the item you have and place a new order for the one you want, so you are not waiting for the first parcel to travel back before the replacement goes out.
When you do it this way we waive the 15% restocking fee. Email us the new order number when you request the return and we will apply it.
9. Refunds
Once your return reaches our warehouse we inspect it and let you know the outcome. If it is approved, your refund goes back to the original payment method you used at checkout.
Refunds are processed within 10 business days of the inspection. How quickly the money then appears depends on your bank or card provider.
A few details worth knowing:
- The 15% restocking fee is deducted where it applies
- Optional insured shipping chosen at checkout is not refundable
- We refund what you actually paid for the item, including any discount that applied at the time
10. Items that arrive damaged, faulty or incorrect
If your order arrives damaged, faulty, or is not what you ordered, email us within 90 days of delivery with your order number and clear photos of both the item and the packaging.
You choose what happens next: a full refund, or a free replacement sent to you at no cost. We pay the return shipping if we need the item back, and no restocking fee applies.
11. Cancelling an order
You can cancel within 30 minutes of placing your order. Email us straight away with your order number.
After 30 minutes the order moves into processing and can no longer be cancelled. Once it arrives you can still return it under this policy.
12. Parcels that cannot be delivered
If a parcel comes back to us because the address entered at checkout was incomplete or incorrect, we will contact you. We can send it out again once the parcel is back with us and you have confirmed the correct address, at no extra cost to you. If you would rather have a refund instead, the 15% restocking fee applies.
Please double check your address before you place your order, as this is the most common cause of a delayed delivery.
13. Parcels marked as delivered but not found
If tracking says your parcel was delivered and you cannot find it, contact us. We will open an investigation with the carrier and stay with it until it is resolved. It helps to check around your property and with neighbours first, since carriers often leave parcels in a safe spot.
14. Changes to this policy
We may update this policy from time to time. The version published on this page at the moment you place your order is the version that applies to that order.
15. Questions
Email info@alessandralacroix.com or use our contact page. You may also want to read our Shipping policy, our Payment policy and our Terms of service.
16. Company information
Store name: Alessandra Lacroix
Company name: Milo Mochi Co., LLC
Company number: 41-4010122
Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, Guangdong, 523000, China
Company Address: 25 Prospect St, Watertown, Massachusetts, 02472, United States
Email: info@alessandralacroix.com
Phone number: +1 (307) 396-4997
We aim to respond to your inquiries within 24 hours.
Customer Service Hours
Monday to Friday: 9am - 5pm (EST)
Saturday and Sunday: Closed