Returns and size exchanges

Right of Withdrawal

The customer has the right to withdraw from the purchase within 14 days from the date of receipt of the order, in accordance with the cases and procedures provided for by applicable law.

Items must be returned intact, unused and in the same condition in which they were received, complete with their original packaging and any accessories.

RETURN PROCEDURE

To request a return for a refund or a size exchange, the customer must follow the procedure below:

  1. Request a return
    Within 14 days of receiving the order, the customer must send an email to support@alibishoes.it specifying the following information:

    • First and last name
    • Order number
    • Reason for the return
    • Request for a refund or size exchange, specifying the new size required

  1. Wait for instructions
    Once the request has been received, ALIBI will provide the customer with the necessary return instructions and the return shipping label, and will arrange collection through its courier at the agreed pick-up location.

  2. Prepare the package
    The product must be returned intact, unused, undamaged and complete with its original packaging, labels and any accessories. The product must be placed in its original packaging and adequately packed for shipping, with the shipping label provided to the customer by email affixed to the outside of the package.

  3. Package collection
    The courier appointed by ALIBI will collect the package according to the arrangements communicated to the customer. The customer must not arrange the return shipment independently unless otherwise instructed by ALIBI.

  4. Return inspection
    Once the package has been received, ALIBI will inspect the condition of the returned item.

  5. Size exchange or refund
    In the event of a size exchange, once the returned item has been inspected, ALIBI will ship the new size, subject to product availability. In the event of a return for a refund, ALIBI will issue the refund using the same payment method used for the original purchase.

The applicable return shipping cost for the country of origin will be deducted from the refund. The time required for the refund to be credited to the original payment method may vary from 5 to 10 business days.

RETURN FOR A REFUND

In the event of a return for a refund, the return shipping cost is borne by the customer. ALIBI will arrange collection through its courier, and the relevant cost will be deducted directly from the amount to be refunded, according to the following rates:

  • Italy: €10 
  • EU Countries: €20
  • European countries outside the EU: €30
  • United Kingdom: £25
  • United States and all other countries: $50

SIZE EXCHANGE

The first size exchange for the same item is free of charge: ALIBI will cover the cost of returning the original item and shipping the new size. The exchange is subject to availability of the requested size.

RETURN FOLLOWING A SIZE EXCHANGE

If, after taking advantage of the free size exchange, the customer decides to return the replacement item as well and request a refund, the costs of both return shipments to ALIBI will be borne by the customer: the cost of the first return shipment, initially covered by ALIBI to provide the free size exchange, and the cost of the second and final return shipment for the refund.

Consequently, in this case the total return cost will be:

  • Italy: 20€ (10€+10€)
  • EU Countries: 40€ (20€+20€)
  • European countries outside the EU: 60€ (30€+30€)
  • United Kingdom: 50£ (25£+25£)
  • United States and all other countries: 100$ (50$+50$)

The corresponding amount will be deducted from the refund due to the customer. The size exchange therefore remains completely free of charge when the customer keeps the replacement item. The cost of the first return shipment will only be charged if, following the size exchange, the customer subsequently requests a final return for a refund.