Return & Refund Policy

Return & Refund Policy — Alessandra Mariano

At Alessandra Mariano, we want returning something to feel just as easy as buying it. This policy explains which items can come back and how refunds are handled. By placing an order through our website, you confirm you've read and accepted the conditions below.

Nothing in this policy limits the rights you hold under applicable Canadian consumer protection law. Where that law grants you stronger rights than this policy, those rights always prevail.

1. Return Window
Eligible items can be returned within 30 days of your order being delivered, provided the conditions in this policy are satisfied.

2. Requirements for Returning Items
A return can only be accepted when the item is:

• Unworn, unwashed, and undamaged
• Returned in its original condition
• Complete with all tags, labels, and original packaging
• Requested inside the 30-day window
• Approved by our support team before being shipped back

Trying a piece on briefly for fit — the way you would in a fitting room — is perfectly fine. Actual wear or use beyond that is not. This section never applies where an item is faulty, incorrect, or not as described — your consumer rights cover those situations.

3. Non-Returnable Items
The following can't come back to us:

• Products with a broken hygiene seal
• Personalised or made-to-order pieces
• Items damaged through misuse or improper care

For hygiene reasons, underwear, shapewear, and bras are non-returnable once the hygiene seal has been removed. This never overrides your rights when an item arrives faulty or not as described.

4. Return Shipping and Restocking Fee
Approved returns travel to our central warehouse in Asia. For change-of-mind returns, you're responsible for:

• The return postage
• Selecting a service that can clear customs
• Any customs duties, taxes, or additional charges
• Accurate customs documentation

Alessandra Mariano can't accept responsibility for change-of-mind return parcels that are delayed, refused, or lost through customs issues or unsuitable shipping choices.

Restocking Fee
A 15% restocking fee may be charged on change-of-mind returns, covering inspection, handling, and restocking. The same fee may apply to:

• Unopened packages
• Orders refused at the door
• Unclaimed parcels automatically returned to us

Important: no restocking fee and no return shipping cost ever applies when an item is faulty, damaged on arrival, incorrect, or not as described. In those cases we cover the full cost of making it right.

5. Return Address
Ship your return only to the address our support team provides after approval. Parcels sent anywhere else — including our business address — cannot be processed.

6. How to Request a Return
Start your return by emailing our support team.

Email: info@alessandramariano.com

Include the following:

• The item(s) you want to return
• Your reason for returning
• Product photos (required for damaged or incorrect items)
• Your full name and shipping address
• Your order number

You'll receive next steps within 12–24 business hours (Monday–Friday).

7. Order Cancellations
An order can be cancelled within 30 minutes of purchase. As soon as processing begins, cancellation is off the table — after delivery, this return policy is available to you instead.

8. Refund Process
Once your return arrives and has been inspected:

• We'll email you the outcome
• Approved refunds go back to your original payment method

Refunds are completed within up to 10 business days, depending on your bank or payment provider.

For change-of-mind returns, keep in mind:

• The 15% restocking fee is deducted where applicable
• Original shipping charges aren't refundable
• Insured shipping selected at checkout isn't refundable

Refunds for faulty or incorrect items are always issued in full, including relevant shipping, in line with your consumer rights.

9. Discounts and Partial Returns
If your order included a promotional discount (like a bundle deal or buy-more-save-more offer) and only part of it comes back, your refund may be recalculated. The discount is reworked around the items you keep, not the original order. If the remaining items no longer meet the promotion's conditions, that discount is removed and the refund adjusted accordingly. Refunds are always based on the final order value after these adjustments. For change-of-mind returns, return shipping remains yours and the 15% restocking fee may still apply.

10. Store Credit
At our discretion, we may offer store credit as a discount code in place of a refund. Store credit issued this way:

• Is non-refundable
• Is issued once per order
• Can be applied to a future order on our website
• Can't be exchanged for cash or transferred to another order

11. Failed Delivery or Incorrect Address
When a parcel returns to us due to an incorrect or incomplete checkout address, we may:

• Arrange reshipment once the parcel is back and the right address is confirmed, or
• Offer store credit as a goodwill solution, depending on the circumstances

If returned items are no longer in original condition, a value reduction may apply — unless your consumer rights say otherwise.

12. Policy Changes
Alessandra Mariano may revise this policy at any time. Updates take effect the moment they're published on this page.

13. Contact Information
Questions about this Return & Refund Policy? Our support team is ready:

Email: info@alessandramariano.com

We're happy to help.

14. Company Information

Store name: Alessandra Mariano

Company name: Sa Collective LLC

Registration Number: 42-3368597

Business Address: 25 Prospect St, Watertown, Massachusetts 02472, United States.

Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China.

Email: info@alessandramariano.com

Phone: +1 236 232 0817

Contact us here!

Customer Service Hours:

Monday to Friday: 9am - 6pm (ET)

Saturday and Sunday: Closed