Refund policy

At Alderaine, we want you to be satisfied with your purchase. If you are not completely happy with your order, we are here to help.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • The item must be in its original packaging, where applicable.

  • The item must not be damaged due to misuse, improper handling, or normal wear and tear.

  • You must provide your order number and relevant purchase information.

Certain products may not be eligible for return due to hygiene, safety, personalization, or other product-specific restrictions. Any applicable restrictions will be stated on the product page.

2. How to Request a Return

Before sending anything back, please contact our customer support team at info@alderaine.com with:

  • Your order number

  • The name of the product

  • The reason for the return

  • Photos or other information, if the item arrived damaged or defective

Please do not send products to the sender address on your package without first contacting us. We will provide the appropriate return instructions when your request is approved.

3. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible. We may request clear photos or videos of the item and its packaging so that we can investigate the issue.

If the issue is confirmed to be our responsibility, we will provide an appropriate solution, which may include a replacement, store credit, or refund.

4. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

Depending on your payment provider or financial institution, it may take several business days for the refunded amount to appear in your account.

5. Return Shipping Costs

If the return is due to a change of mind, incorrect selection, or another reason not caused by Alderaine, the customer may be responsible for the return shipping costs.

If the return is due to an incorrect, damaged, or defective item caused by Alderaine, we will review the case and provide the appropriate return solution.

6. Exchanges

If you receive a defective or incorrect item and require an exchange, please contact us before returning the product.

Exchange availability may depend on product availability. If the requested replacement is unavailable, we may offer a refund or another suitable solution.

7. Non-Returnable Items

Some products may not be eligible for return, including:

  • Personalized or customized products

  • Items specifically identified as final sale

  • Products that cannot be returned for hygiene or safety reasons

  • Items damaged after delivery through misuse or improper handling

If a product has specific return restrictions, those restrictions will be communicated on the relevant product page.

8. Cancellations

If you need to cancel an order, please get in touch with us as soon as possible after placing it.

We will do our best to accommodate cancellation requests before the order has been processed or shipped. Once an order has entered processing or has been shipped, cancellation may no longer be possible.

9. Refund Delays

If you have been notified that your refund has been processed but have not received it yet, please first check with your bank or payment provider.

If the refund still does not appear after the applicable processing period, contact us at info@alderaine.com, and we will assist you.

10. Contact Us

If you have any questions about our Refund & Return Policy or need assistance with a return or refund, please get in touch with us:

Company Name: Alderaine
Website: alderaine.com
Business Address: Weigeliaplein 59, 2563 PJ, 's-Gravenhage, Zuid-Holland, Netherlands
Email: info@alderaine.com
Phone: +44 20 3769 6280

We are committed to handling return and refund requests fairly and providing clear assistance to our customers.