Returns and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it. You will also need to include the receipt or proof of purchase (your order number) when returning the item for order identification purposes. 

To start a return, you can contact us by emailing us at olivia@alextlc.org. If your return is accepted, as we are a small charity we cannot pay for postage on return items and this must be covered by our customers. Items sent back to us without first requesting a return will not be accepted. 

Customers must contact olivia@alextlc.org and receive confirmation from us before returning orders/items. If this procedure is not followed refunds will not be processed.

You can always contact us for any return question at olivia@alextlc.org

Damages and issues 
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right for you.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on additional donations.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.