Beschwerdeverfahren

Our Complaint Handling Process

At Alessa, we aim to deliver high-quality products and we take it seriously when something falls short. If a product does not meet the expected standard, here is how we handle it.

1. Register it
Start on our Make a Return page, the same route as any other return. Include your order number and three clear photos: the full garment laid out flat, the hang tag still attached, and a close-up of the issue you are reporting. If you would rather write to us first, email hello@alessa.se and we will open the case for you.

2. Assessment
We review your claim and may ask for additional photos or information. You will hear back from us before any label is issued.

3. Return instructions
If a return is appropriate, we send you a prepaid return label and cover the return shipping in full. No return fee is deducted when an item is defective or incorrect.

4. Review and resolution
Once we receive the item we inspect it and then repair, replace or refund it, depending on what suits you best and on the nature of the fault. Refunds are issued to the original payment method within 14 days of us receiving and approving the return.

5. Follow-up
We check back with you to make sure you are satisfied with how the matter was handled.

For the full return conditions, see our Return Policy. Nothing here limits your statutory rights as a consumer.