WE LOVE YOU AND WANT YOU TO BE COMPLETELY SATISFIED WITH YOUR PURCHASE
Email us at firstname.lastname@example.org with any issues within the first 30 days and provide us with pictures if there is something wrong with your product.
If you do not email us prior to returning or shipping the item(s) to our warehouse, we will refuse the return package and have it shipped back to the customer at their expense.
- Customers are responsible for all shipping charges except for items damaged in transit.
- Shipping fees, taxes, and handling charges are Non-Refundable.
- Email email@example.com FIRST before returning packages with the reason for the return, image of the item(s) you want to return and your order #.
- Our customer service representative will issue you an RMA number once you email us. This number is to be written on the outside of your return package
- Please keep a copy of your receipt with your return tracking number and immediately send it to firstname.lastname@example.org with your order #.
- Your order will be refunded once tracking states DELIVERED
*Product/s must be returned with its original packaging, with tags, and invoice, otherwise, a refund will not be issued.
Return Address is as follows:
Level 9, 440 Collins Street
Melbourne, VIC, AUSTRALIA 3000
SHIPPING ADDRESS PROBLEMS
We only follow the shipping information based on what you have entered on the checkout page upon placing your order. We are not liable for lost, held, misdelivery errors, due to incorrect shipping addresses. Hence, order confirmations are immediately sent to our customer’s email addresses to confirm the purchase that will also give them time to review its full details.
If your package gets returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping.
While we are not responsible for any lost packages, we want to ensure you do receive the products you ordered. If you believe your package has been lost, please contact the postal carrier to see if you can track your package. Once you hear back from them please contact us at email@example.com with what the postal carrier stated. From there we will work with the shipping carrier to determine whether the package is lost in transit or still en route.
Shipping carriers typically request up to 21 days to find lost packages after the last update on the tracking was made. We ask our customers to wait 10 days after filing a claim to see if the package can be found by the shipper before we issue a code for reorder. We will also require a signed statement that you, the customer, did not receive the package.
Due to covid issues internationally we cannot guarantee delivery times.
Packages returned will be processed according to the order it was received. Processing may take 2-3 weeks to complete. Lost packages will receive a code with free shipping once a file is claimed to reorder your items.
ADDITIONAL INTERNATIONAL SHIPPING FEES
The customer is responsible for any other shipping charges, duties and taxes not otherwise collected by Orangutan Alliance. Consult your country’s tax and duties requirements before purchase. Customers are responsible for paying International Customs Charge, when applicable, which is not included with purchase.
Defective / Incorrect Items
Defective or incorrect items must be reported to customer service (firstname.lastname@example.org) within 24-48 hours of delivery to ensure your exchange is properly processed. Please include a photo of the damaged item along with your order # in the email. If not reported within the time frame, you may not receive replacement or refund.
+ Clothing must not have been worn, washed, or altered.
+ No visible signs of use including deodorant/cosmetic stains, perfume, scents, etc.
+ All tags must be intact and the clothing returned in their original packaging.
If clothing shows ANY type of signs of wear, damage, scents, or alterations when returned for a different size, you will not receive your exchange or a refund.