All defined terms used below shall have the meanings set forth in our Terms and Conditions. See TERMS AND CONDITIONS.
You can now cancel your order as long as your status allows you to. You can cancel within 24 hours from the time you placed your order. To do so, login into your account, view your order, and click the cancel link. Your order will be cancelled and a full refund will be issued. Please allow 5-10 business days for your money to be credited into your account.
Once an item of merchandise is delivered to you, you can return that item within 30 days of delivery. Items must be unworn with tags attached and in its original plastic packaging. Shipping fees are non-refundable. Please see our fit guide before purchasing. Items sent back, that are eligible for return, must be and should be sent prepaid via courier. We will not accept CODs. Packages should be returned via traceable carrier and insured to the full amount of the merchandise. We are not responsible for missing packages.
Please take note that the returned item(s) may be subject to duties and/or taxes when it reaches North America. In the event that duties and/or taxes have incurred, said charges will be deducted from the item(s) refund.
- Please download our return form HERE. You will need to include this form in your return package.
- Place the items you wish to return in the original packaging with the invoice and return form provided.
- Ensure your parcel is securely packaged, wrapped, and reinforced
- All return shipping is paid for by the customer. Please make sure to retain tracking # and insurance as Privé Alliance is not responsible for any lost packages during shipping.
- Address return package to:
7-73 Galaxy Blvd
Toronto, Ontario M9W 5T4, Canada
For items that are manufactured by another party and resold by us, please do not send such items back to the manufacturer.
**Note: We’re not able to offer an exchange on returned items. If you need to change your size or color, the return process above will need to be followed and a new order will have to be made through our website. Orders will be subject to the stock quantity currently on the site.
Return Processing Time
All returns are processed within 5-7 business days of receiving the return package. There is an additional 5-10 business for refunds to be processed back to the same method of payment, depending on your bank.
Item(s) missing from your order
In the event that an item(s) you ordered is Out of Stock, you will receive an email notification and a refund will be made via the same payment method that was used for your initial purchase.
If there is a missing item(s) from your order, and no email notification and refund was received:
- Contact our Customer Support Team to open up an investigation by sending an email at email@example.com.
- Reference your order number on the subject line.
- Indicate the Product Name(s) and SKU(s) of the missing item(s)
- Provide clear photo(s) of the received package together with the item(s) included in it as well as the order number associated with the missing item(s) – handwritten on a separate piece of paper.
- Provide a clear photo of the packing slip (located inside of your package with all of your items). Please make sure all labels and texts are legible.
Our team will not proceed further to the next steps unless all the requests enumerated above have been received.
IMPORTANT: All missing item(s) claims must be reported within 7 days of your package delivery date.
Damaged Goods and Wrong Item(s) received
In cases in which you received the wrong item(s) or if the item(s) is in damaged condition, please email us at firstname.lastname@example.org and we will look into the situation accordingly. We will request for a proof of the damaged goods or the wrong item(s) received and we will offer a refund, which could be full or partial, depending on our assessment. In the event that the item(s) is eligible for a replacement, it is our right to request for a photo of the item(s) cut in half with the invoice and a handwritten order number before we send the replacement. This is an effort to cut down on frauds.
If you refuse, do not claim a package or if a package is returned due to an incorrect delivery address, you will be responsible for the original delivery charges and be charged the fee to ship the package back to us as well as any duties charged to us. For orders that received Free Shipping, the original shipping savings associated with the returned item(s) will be deducted from the refund amount unless the return was due to our error.