Refund policy

Return Policy Conditions:

General Return Policy

  • We offer a 15-day return policy, which means you have 15 days from receiving your item to initiate a return.
  • To qualify for a return, items must be in the same condition you received them: unworn or unused, with tags, and in their original packaging. A receipt or proof of purchase is required.
  • To start a return, contact us at support@awlma.eu. If your return is accepted, we’ll send you a return shipping label and instructions on where to send your package. Items sent back without requesting a return will not be accepted.

Specific Return Conditions

  1. Defective Products: Products with visible defects can be returned at no cost to you.
  2. Non-customized Products: If the product doesn’t meet your needs and hasn't been customized, it can be returned, but you will be responsible for all shipping and handling fees.
  3. Customized Products: Customized items that do not fit your needs are not eligible for returns.

 

Handling Fee

At Awlma, each piece is handcrafted and made to order. As an exception to standard legislation, we accept returns of non-defective products; however, a handling fee applies to cover inspection, repackaging, and administrative processing costs.

This fee is charged only on the product value (excluding shipping costs, which are non-refundable) and ranges between 15% and 30% of the purchase price.

 

Damages and Issues

  • Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions/Non-Returnable Items

  • Certain items cannot be returned, including perishable goods, custom products (like special orders or personalized items), personal care goods, hazardous materials, flammable liquids, gases, sale items, and gift cards.

Exchanges

  • To ensure you get what you want, return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

  • If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, following the same conditions as above.

Refunds

  • Once we’ve received and inspected your return, we will notify you about whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

Extended Processing Time

  • If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at support@awlma.eu.

Contact Us

  • You can always contact us with any questions about returns at support@awlma.eu.

This organized layout ensures that your customers can easily understand and follow your return process, helping to enhance their overall experience with your brand.