Shipping policy

WHAT WE DEEM AS LOST:

Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.

We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.

WHAT WE DEEM AS DAMAGED:

 Items arrive damaged in transit - apparel is wet, stained, torn etc

Some of your order is missing due to the box/packet opening in transit

Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.

WHAT WE DO NOT COVER:

Missing parcels or redelivery fees due to incorrect address information provided by you

Delays in transit

Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays

Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees, and these will be deducted from your refund

If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, simply email us at: Support@alterxego.com .We will continue to track your parcel, and should it appear, we request it be sent back to us at our expense.

By selecting Premium Shipping Protection, you agree to these terms.

We ask that you do not get in touch with use regarding a missing parcel until the allotted time has passed for it to be deemed as lost.

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.