Returns and Exchanges
As a business-to-business supplier, and due to the nature of the products we sell, we only accept returns in the event of a fault.
Our exceptional quality products and customer service commitments mean the need for you to return something to us is extremely rare. In fact, faults have been found in less than 0.001% of products that leave our warehouse.
We’re really proud of our quality control procedures, exceptionally high standards and attention to detail. Our strong customer-supplier relationships are built on trust, and it’s easy to see how our customers have come to know and trust the faultless products we deliver every time.
Here to help
We’re happy to help with any size or colour queries you might have prior to placing your order.
Your products should be the right fit for your business and your customers, so we’re happy to offer our advice and discuss ranges and stock options.
As we keep over 3,000 SKUs in stock, we’re confident you’ll find the products that suit you.
Returning an item
In the rare circumstance that you wish to request a return for an item, please follow the below guidance.
In accordance with your cancellation rights and returns and refunds, you must make a claim for damages or shortages in writing to Alterego within 24 hours of receipt.
We cannot accept returns if:
• Merchandise was shipped in perfect condition and in accordance with your instructions.
• Styles have been discontinued.
• Merchandise is soiled or otherwise unsaleable.
• Merchandise is not in original unbroken packaging as shipped.
Damaged parcels must be signed for as ‘damaged’.
No returns may be made without prior written authorisation.
In the unlikely event of an order going missing in transit we will require to be notified of this in writing with the following details.
- Your Alterego Account name
- Alterego Order number
- Order Tracking details
We will then contact the delivery company on your behalf and follow their guidance and procedures in order to resolve the issue. We would need a full resolution from the delivery company before any order replacement orders or refunds are issued.