RETURN POLICY
We want you to be completely happy with your new purchase.
If you don't love it, send it back!
Alo will gladly accept merchandise for return within 7 days of receipt of the merchandise. All merchandise returned must have original tags attached, be unused in sellable condition and accompanied by proof of purchase.
START AN ONLINE RETURN OR EXCHANGE
The following steps apply to items purchased online only. For information on returning items purchased from a store, please continue to the next sections. To make sure we can process your return or exchange as quickly as possible, please follow these steps when returning your package:
1. Start a Return
Go to My Account > Order History to initiate the return. Enter the order number and email address linked to your online order. Complete the steps online to answer your reason for return and if you want a Refund.
2. Return Label
Download and print your FREE pre-paid return label from the confirmation page within the portal. You will receive a return initiated email to confirm your return has been initiated.
Affix the pre-paid label to the original package.
2. Get Your Return Ready
Place new and unused items in the original package. Please do not combine separate orders into one package and in contrast, do not separate a return for one order into multiple boxes. This can cause delays of up to 14 business days.
4. Drop Off Your Package
We will arrange for a courier to pick-up the return item from your address. Our return window is 7 days after you received your order.
If you require further assistance, please contact customer support. You can live chat, or email us.
The following steps apply to items purchased online only. For information on returning items purchased from a store, please continue to the next sections. To make sure we can process your return as quickly as possible, please follow these steps when returning your package:
1. Start a Return
Go to My Account > Order History to initiate the return. Enter the order number and email address linked to your online order. Complete the steps online to answer your reason for return and if you want a Refund.
2. Return Authorization (RA) Number
Once you have received an email with your Return Authorization number, write the Return Authorization number clearly on the outside of the package. You can find your number in the subject line of your return submission email.
If you’re returning products from multiple orders, please submit a return request for each order and write the Return Authorization Numbers clearly on the outside of the package.
3. Get Your Return Ready
Place new and unused items in the original package. Please do not combine separate orders into one package and in contrast, do not separate a return for one order into multiple boxes. This can cause delays of up to 14 business days.
4. Drop Off Your Package
We will arrange for a courier to pick-up the return item from your address. Our return window is 7 days after you received your order.
If you require further assistance, please contact customer support. You can live chat, or email us.
Processing & Refunds
Please allow 2 to 4 business days to process your return once it’s received. You will be notified via email once a refund has been issued!
We will refund the price of the merchandise including duties & taxes (prorated to the number of units being returned). Customers outside the U.S. will be responsible for return shipments & costs on all Returns. Depending on your bank, please allow up to 2 billing cycles for your credit to appear on your statement.
If you paid with a gift card, please see below.
ONLINE PROCESSING, REFUNDS, AND EXCHANGES
Refund to Original Form of Payment
Please allow 2-4 business days to process the return once it is received. You will be notified via email once processing has completed. If you requested a refund, we will refund the price of the merchandise (excluding the original shipping charges that may have been applied to your order). Depending on your bank, please allow up to 14 days to be credited of the refund of your return after it the item has been picked up.
FINAL SALE ITEMS
Select bodysuits, underwear, or items discounted 30% or more are considered as a final sale and cannot be returned once purchased. Alo does not accept returns for any items from third-party retailers.
CAN I RETURN ITEMS PURCHASED IN-STORE (IN INDONESIA)?
If you have made a purchase online you can initiate a return, kindly request it through your account. Please note that returns in-store are not permitted for online purchases.
If you have made a purchase in-store, returns are not accepted, but customers are allowed to exchange the purchased items. Exchanges can only be processed at the original store where the items were initially purchased.
You may also return or exchange full price merchandise within 7 days of purchase. All merchandise returned for return or exchange must have original tags attached, be unused in sellable condition and accompanied by the original sales receipt.
CAN I RETURN ITEMS PURCHASED IN-STORE? (OUTSIDE INDONESIA)?
As of now, our return and exchange policy is applicable only to items purchased within Indonesia. Unfortunately, we do not accept returns or exchanges for items purchased outside Indonesia.
CAN I BUY IN-STORE & RETURN ONLINE (IN INDONESIA)?
No, if you make a purchase in-store, you are only eligible for an exchange, and returns will not be accepted.
DOES ALO OFFER PRICE MATCHING?
We currently do not offer price-matching.
CAN I EXCHANGE MY ORDER? (IN INDONESIA)
Exchanges are not currently available for online purchases.
But if you made a purchase in-store, you can exchange your items in the original store
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