Refund policy

ALOHAS Returns & Refunds Policy

Overview

Items can be returned or exchanged within 30 days of delivery. Store credit is 100% free; a refund to the original payment method carries a return fee of €9.95–€19.95 depending on country. This policy consolidates the 16 articles in the ALOHAS Help Center Returns & Refunds section into one page.

Return window, eligibility and conditions

Returns must be registered within 30 days of the delivery date, and items must be unused and in original condition.

Condition of items

Unworn, unwashed, with all original tags and seals attached, packed in the original box.
Items returned incomplete, damaged, worn or soiled are not accepted.
Non-returnable: pierced earrings, including earring pendants and ear cuffs (hygiene and safety).
Swimwear: returnable only if unworn, untouched, unwashed and in its original undamaged packaging.

Easy returns countries (prepaid label)

Spain, the European Union, Switzerland, the United Kingdom, Australia, Canada and the United States, with these exclusions:

Spain: Canary Islands, Ceuta and Melilla.
Europe: Albania, Andorra, Bosnia and Herzegovina, Cyprus, Gibraltar, Iceland, Kosovo, Liechtenstein, North Macedonia, Malta, Monaco, Montenegro, Norway, San Marino, Serbia and Turkey.

All other destinations (Rest of World) return at their own shipping cost; see How to return.

Source: What is your return policy?

How to return

Online orders are returned through the ALOHAS Return Platform, or in an ALOHAS physical store (except the US stores in New York and Los Angeles). In-store purchases return to the same store, or online if returning from the store's country.

Return costs

Destination	Store credit	Refund to original payment method
Spain, Italy	Free	€9.95 deducted
Rest of EU, UK, USA, Canada, Australia	Free	€11.95 deducted
Switzerland	Free	€19.95 deducted
Rest of World	Free	Customer pays return shipping

Steps

Log in to the Return Platform with the purchase email or ZIP code and the order number (starts with INT).
Select the items and the return reason.
Choose "Exchange this item" or "Return the item", then the resolution: Store Credit, Refund, or Shop now with the credit.
Submit the return.
Easy returns countries: print the prepaid label. Other countries: use the return address in the confirmation email, buy a label from any courier, and send ALOHAS the tracking number right away. All taxes and duties must be prepaid; parcels needing customs paperwork or payment by ALOHAS are not processed.
Pack the parcel (see below) with the completed return form, listing each SKU (format 000000-0000, e.g. S00442-2540).
Drop it off at the assigned carrier within 30 days. The label expires after 30 days; a new one is charged to the customer.

Packing the parcel

Use the original packaging if possible, or a sturdy box, with the item wrapped and cushioned.
Never stick labels or tape directly on the shoe box.
Include the packing slip or invoice and the return form.
Cover the box with a plastic bag where the label goes, and seal it with packing tape.
Items from the same order can share one parcel. Items from different orders need one return request and one parcel per order.
Only items selected on the Return Platform are refunded. If you forgot one, do not add it; contact Customer Service to cancel and re-register the return.

Carriers, drop-off and tracking

Region	Carrier	Drop-off locator
European Union	UPS	ups.com/dropoff
United States	USPS	tools.usps.com/find-location.htm
Canada	Canada Post	canadapost-postescanada.ca
Australia	Australia Post	auspost.com.au/locate
United Kingdom	Royal Mail	royalmail.com/services-near-you

Track the return with the tracking number on the label on the carrier's website. Keep it as proof of return.

Returns under review

Switzerland: labels are created manually and emailed within about 48 business hours.
Defective or incorrect item: Customer Service will request photos for Quality Control; requests without them may be rejected.
Label error: if the label fails to generate, contact Customer Service for one.

Sources: How do I make a return? · Easy returns countries · Non-eligible countries · Preparing the package · Grouping items · Drop-off · Tracking a return · Under review · Label issues

Exchanges

Exchanges are free in easy returns countries and must be requested on the Return Platform within 30 days of delivery.

Same product, different size.
Different in-stock product worth up to €20 more than the original, at no extra cost.
Pre-order product (same or different): not exchanged directly. Choose store credit and use it on alohas.com once the return is received.

After the returned item arrives, ALOHAS emails the new order or store credit. This can take several days; for speed, buy the new item separately and return the original for a refund. To ship the exchange to a different address, contact Customer Service before registering the return.

Editing a return or exchange request

Contact Customer Service to change a registered request. Changes may be impossible once the label is used or the return is processed.

Switching from exchange or store credit to a refund applies the country return fee.
A new size must first be available on the website.

Sources: How can I exchange an item? · Can I edit my return or exchange request?

Refunds

Refunds reach the original payment method 10–15 business days after the return is inspected, under the name SUNSET VENTURES SL.

Stage	Time frame
Return transit to warehouse	Usually 1–2 weeks
Store credit, replacement or size exchange	Issued immediately after inspection, with a confirmation email
Refund to original payment method	Up to 10–15 business days after inspection
Refund after order cancellation	Up to 10–15 business days after Customer Service confirms it

If more than 15 days pass after the return reaches the warehouse with no resolution, contact Customer Service.
Order cancellation is not always guaranteed; contact Customer Service as soon as possible.

Store credit

Store credit is a digital gift card for the full amount, with no deductions.
It never expires and can also cover shipping on future orders.
To cancel it and get a refund instead, send Customer Service the gift card code and email. The country return fee (€9.95 / €11.95 / €19.95) is deducted and must be accepted first.

Sources: How long does the refund take? · Refund after cancellation · Cancelling store credit

Special cases

Defective or incorrect items: select "Defective item" as the return reason. The request is reviewed manually and Customer Service asks for photos for Quality Control before a label is issued.
Tax Free (VAT refund): only for non-EU residents buying in an ALOHAS physical store in the EU. Staff email a Tax Free document (DIVA in Spain, Global Blue elsewhere), which customs must validate with the goods and passport before leaving the EU; the refund is then claimed from the entity named on the document. Tax Free does not apply to online purchases.

Sources: Under review · How can I request Tax Free?

Contact and support

Customer Service answers via chat, contact form or WhatsApp, usually within 24–48 hours.

Days	Hours (CET)
Monday–Friday	9:00–22:00
Saturday–Sunday	10:00–18:00