Customer Support
For any exchange request, please contact our Customer Support:
Hotline: 0349224010
Email: eleonore@alouane.net
Exchange Conditions
- Products must be received no more than seven (7) days prior to the exchange request (online purchases only).
- Exchanges are accepted only in the following cases:
- Incorrect size
- Manufacturing defects (torn, stained, damaged)
- Incorrect product, model or color sent
- The product must:
- Have its original tags attached
- Be unused, unwashed and undamaged
- Be returned with the purchase invoice or order confirmation
- The exchanged product must be of equal or higher value than the original purchase.
- If the new product is of higher value, the Customer must pay the price difference.
- No refund will be issued if the exchanged product is of lower value.
- For online purchases, return shipping costs are borne by the Customer, except in the cases listed below.
Shipping Costs for Exchanges
ALOUANE covers two-way shipping costs only in the following situations:
● Defective products
● Incorrect product or model sent
● Incorrect size sent compared to the confirmed order
In all other cases, shipping costs remain the responsibility of the Customer.
Mandatory Prior Contact
⚠ Products must not be returned without prior confirmation from Customer Support.
Any return sent without prior approval may be refused.
Important Notes Upon Receiving Your Order
- Customers are strongly advised to check the product upon delivery before payment.
- If any issue is identified (defect, wrong item, wrong size, wrong color), the Customer must:
- Confirm the issue with the delivery staff at the time of receipt, and
- Immediately contact ALOUANE Customer Support via eleonore@alouane.net or 0349 224 010
- Once the Customer has signed for receipt without comments or remarks, ALOUANE will not be responsible for any subsequent exchange or return requests related to size, defects or incorrect products.
Exchange Delivery Time
● Ho Chi Minh City:
2–3 business days from the date ALOUANE receives the returned product and the exchange confirmation.
● Hanoi and other provinces:
3–5 business days from the date ALOUANE receives the returned product and the exchange confirmation.
⏱ Delivery times are indicative and may vary depending on traffic conditions, weather and distance
