Shipping and Return Policy

SHIPPING INFORMATION

1017 ALYX 9SM ships everywhere in the World, and we usually process and dispatch orders within 1-2 business days of receipt of your order. You will receive an email including the link to track your parcel shortly after we arrange your shipment. Please note that during promotional offers and seasonal sale, the dispatch process can take up to 3-4 business days.

NON-EU CUSTOMERS SHIPPING INFORMATION

Our shipments are DAP (delivery at place), which means that the recipient of the shipment must take charge of any eventual import duties and taxes before or after receiving the international order(s). Import duties are charged once the parcel reaches its destination country. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies vary from country to country. It may be a good idea to contact your local customs office before you order, so you are not surprised by charges you were not expecting. Please note that customers take full liability for any eventual customs charges even if they refuse to accept a parcel due to high import duties or taxes. American customers: orders under 800$ can be imported free of any import duties. Australian customers: orders under 1000AU$ can be imported free of any import duties. UK customers: orders under £135 can be imported free of any import duties.

USA

International

RETURN INFORMATION

We hope you love everything that you order from us, but don’t worry if something isn’t quite right.

You have 14 days for open a return request through our Return and Exchanges upon receipt of your order to return your item(s), or to exchange them for a different size of the same item(s).

Please note that all returned items must be unworn, unwashed, complete with original tags and/or packaging. Items returned in non-resalable conditions, won’t be eligible for refund, and we will need to send them back to you.

If returning footwear, please use an outer packaging to protect the shoe box; it is part of the product, so any damage to the shoe box may result in the return being refused.

HOW DOES YOUR RETURN POLICY WORK?

You have 14 days upon receipt of your order to return or exchange your item(s) for a different size. Once you open your return request, you have 15 days to send your item(s) back to us.

Please note that:

• all returned items must be unworn, unwashed, complete with original tags and/or packaging. Items returned in non-resalable conditions, won’t be eligible for refund and we will need to send them back to you.
• you will need to use an outer packaging to protect the shoe box when returning footwear. Since it is part of the product, any damage to the shoe box may result in the return being refused.
• due to hygiene reasons, underwear cannot be returned. Of course, if there is a manufacturing issue with your garment, it is eligible for free return and full refund.

CAN I EXCHANGE MY ITEM(S)?

Yes, if you realize that you bought the wrong size, you can open an exchange request using the Return and Exchanges in the footer link of the website, provided that the size requested is available. You won't see unavailable sizes in the dropdown selector.

HOW I CAN OPEN A RETURN REQUEST?

You can either use the Return and Exchanges link in the footer of the website - you just need to enter your Order ID and the email address used for your order - or you can log in to your account Order History.

HOW I CAN SEND MY ITEM(S) BACK TO YOU?

We provide two methods to return your item(s) back to us. You can pick the one you prefer when opening your return or exchange request (RMA):

1. Automatic Method: Once we accept your return or exchange request, we will arrange the pick-up of your parcel from the same address that you used for your order. You will need to pack the item(s) in the original box (or any rigid carton box). We will provide the Shipping Label that you will need to print and stick on the box and the Return Summary Request that you should include in the box. Before collecting your parcel, the courier should get in touch to confirm the pick-up time.
2. Own Method: Once we accept your return or exchange request, you will take care of shipping your item(s) back to us, picking the courier and shipping service you prefer - we recommend using a trackable shipping service. If you are returning items from outside the EU, you can use a copy of the Return Summary Request as Proforma invoice and stick it on the box.

Below is our shipping address for returns:

MMW s.r.l c/o Snatt Logistica 

Online Returns

Via Degli Scudai 32

Funo di argelato, 40050 (BO)

Italy

customercare@alyxstudio.com

ARE RETURNS FREE?

If you pick your Own Method to send your items back to us, you will choose the shipping service you prefer and incur the related costs.If you pick our Automatic Method, we will take care of shipping expenses.

WILL I PAY IMPORT DUTIES?

When returning items from outside the EU, you may incur import duties. They are charged once parcels reach Italy customs and we will deduct any eventual duties from customers' refund.

Duties of returning products are not deducted in case of exchanged items and the new order will be sent with free shipping and with prepaid duties (in case of shipment outside the EU).

HOW LONG DO I NEED TO WAIT TO GET MY REFUND?

We usually take care of returns within 2-3 business days upon delivery at our Return Centre and you will receive an email update about it. We issue refunds through the same payment method you used for your order.

Paypal refunds will appear immediately on your account. Credit card refunds may take up to 10 business days before showing up, due to varying processing times among payment providers.

Please note that shipping costs are not refunded. This applies both to the original shipping costs and to the return shipping costs if you choose our Automatic Method.

HOW LONG DO I NEED TO WAIT TO GET MY EXCHANGED ITEM(S)?

We usually take care of returns within 2-3 business days upon delivery at our Return Centre and you will receive an email update about it.

Once your exchange has been approved, you will receive a new order confirmation for your exchanged item.