Return & Refund Policy

Return Policy

If for any reason you are not completely satisfied with your order, we encourage you to contact our customer support team. At Alva Umeå, our highest priority is ensuring full customer satisfaction. If something isn’t right, please don’t hesitate to reach out so our team can assist you as quickly as possible.

How do I return an item?

You have 30 days to return your items. Once the package has been received and inspected, we will process your refund within five business days using the same payment method used for the original purchase.

All return costs, including shipping fees and any customs clearance costs, are the responsibility of the customer.

We encourage mindful purchasing, as unnecessary transport has a negative impact on the climate and environment. By reducing return shipments, we can work together toward a more sustainable fashion industry.

In addition to return shipping costs, customers are also responsible for any costs related to additional shipments, reshipping, size exchanges, or delivery rescheduling.

Return process

Please follow these steps:

Send an email to contact@alvaumea.com: indicate which items you would like to return and the reason for return.
Wait for confirmation from our customer support team approving the return.
Carefully pack the product, preferably in its original packaging. Items must be in original condition, with all tags and labels attached.
Send the parcel to the return address provided by our customer service team.
Share the tracking number (Track & Trace) with our support team.
Once the item has been received and inspected, the refund will be issued via the original payment method.

Size issues (clothing)

If the size of a garment does not fit, we offer the option to send a different size of the same product for a service fee. This fee covers handling and shipping:

1 product: 30 AUD
2 products: 38 AUD
3 products: 45 AUD

This service only applies to size exchanges within the same model and colour.

Items that cannot be returned

The following items are not eligible for return:

Sealed products that have been opened
Items made according to your specific requests
Personal-use products
Items that cannot be returned due to their nature

Return address

To process a return, you must always contact our customer service team before sending a product back.

Please clearly explain the issue and the reason for the return. If possible, include photos of the product, as this helps us assist you more quickly.

Once the return has been approved, you may send the item to the return address provided by our support team.

Return shipping costs, as well as any customs or import fees, are the responsibility of the customer. We encourage mindful purchasing, as unnecessary transport negatively impacts the environment. By reducing returns, we can work together toward a more sustainable fashion industry.

Once the return has been received and approved by our warehouse, the full purchase amount will be refunded.

Order cancellation

Orders cannot be canceled once placed. If you wish to return an item, please follow the return process above.

Damaged products upon delivery

We are sorry if your item arrives damaged or incorrect. Please contact us within 30 days of receiving your order. After this period, we are unfortunately unable to accept return requests.

To help speed up the process, please send a clear photo of the damaged product, placed on a flat surface with the label visible.

For damaged or incorrect items caused by a manufacturing defect or supplier error, we will work with the manufacturer to find an appropriate solution.

In the case of a damaged product

We offer one free replacement shipment (no refund at this stage).
If the replacement shipment also arrives damaged, we will issue a full refund.

Manufacturing defects after use

A manufacturing defect may sometimes appear after a period of use. If this occurs, please contact our customer support team.

Normal wear-and-tear parts (such as batteries, chains, brakes, lights, tyres, tubes, or other moving parts) are not covered under warranty.

Incorrect item received

If you receive the wrong item, we will send the correct product free of charge, with no additional fees.

Product images

Some products may differ slightly from the images shown on our website, for example in colour tone, material texture, or small details. This is not considered a defect and does not qualify for compensation or refunds.

However, we are always happy to review possible solutions together with the customer.

Delivery when absent

If a parcel is not collected or refused upon delivery, it will automatically be returned to our supplier. In such cases, we reserve the right to deduct 100% of the order value from any refund.

Lost packages

If a package is lost or not delivered due to logistical reasons, we will first send a replacement shipment before applying our return and refund policy.

Customs duties

In rare cases, customs authorities may apply import duties or fees. These charges are outside of our control.

In 99% of cases, no additional charges occur. If this situation affects your order, please contact our customer support team.