Refund policy

Last updated: 20 October 2026

At ALVIRA, we want you to love what you order. This policy explains how returns, exchanges and refunds work for customers in the United Kingdom. ALVIRA currently sells and delivers to addresses in the United Kingdom only.

1. Our Return Window

We accept returns within 30 days of the delivery date. This is more generous than the 14-day statutory minimum that applies in the UK (see Section 2).

To be eligible, items must be:

  • Unworn and undamaged
  • In their original condition with all tags attached
  • Returned in the original packaging where possible

If you are shopping from the United Kingdom, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

  • You may cancel your order for any reason, without justification, within 14 days of receiving your goods. If your order arrives in several parcels, the period runs from the day you receive the last item.
  • You must inform us of your decision within this 14-day period. An email to Support@TryALVIRA.shop is sufficient. You can use the model cancellation form at the end of this policy, but you don’t have to.
  • You then have a further 14 days from the day you told us to send the goods back to us.
  • Where you cancel under this statutory right, we will refund the product price and the standard delivery cost you paid.
  • You may try on or inspect items as you would in a shop. We may reduce your refund only if the item has lost value through handling beyond what was needed to check its fit, condition and function.

Please note: this 14-day statutory right exists independently of, and is fully covered by, our broader 30-day return policy above. You do not need to choose between them. Simply contact us within 30 days of delivery either way.

3. Non-Returnable Items

For hygiene and quality reasons, the following items cannot be returned unless faulty:

  • Underwear, swimwear and hosiery where the hygiene seal or protective packaging has been removed after delivery
  • Pierced earrings and similar jewellery where the hygiene seal has been removed
  • Personalised or made-to-measure items

Discounted and sale items are returnable on the same terms as full-price items. Any exclusions will always be clearly stated on the product page at the time of purchase.

4. Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, or is not what you ordered, please contact us as soon as possible at Support@TryALVIRA.shop with your order number and a photo of the issue.

  • Return shipping is free of charge for faulty, damaged or incorrect items. We will provide a prepaid return label or reimburse your reasonable return postage.
  • You are entitled to a full refund, replacement or repair, depending on the circumstances and your rights below.
  • Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of delivery for a full refund.
  • After 30 days, you are entitled to a repair or replacement. If that is not possible or does not fix the problem, you may ask for a price reduction or use your final right to reject the goods (a deduction for use may apply if you reject after the first six months).
  • If a fault appears within the first six months, it is presumed to have been there at delivery unless we can prove otherwise. You can bring a claim for faulty goods for up to six years after delivery (five years in Scotland).
  • Where you are entitled to a refund, we will pay it without undue delay and within 14 days of agreeing that you are entitled to it.
  • Your goods remain at our risk until they are delivered to you.

5. Return Shipping Costs

  • Change of mind, wrong size or style, etc.: the customer pays.
  • Faulty, damaged or incorrect item: ALVIRA pays (free to you).
  • Statutory 14-day cancellation: the customer pays, unless the item is faulty.

Please note that our returns address is in Germany, so returning an item from the UK is an international shipment and international postage rates will apply. We recommend checking the cost with your carrier before you send anything.

If your return is due to our error or a defective product, we will provide a prepaid return label or reimburse reasonable return shipping costs.

6. How to Start a Return

  1. Email Support@TryALVIRA.shop with your order number, the item(s) you wish to return and the reason for the return.
  2. We will confirm eligibility and send you return instructions (and a prepaid label, if applicable). We aim to reply within 2 business days. Please do not post anything back until you have our instructions, as the correct returns address can depend on your order.
  3. Pack the item securely with all original tags and packaging.
  4. Ship the item back within 14 days of the day you told us you want to return it (or, if our instructions reach you later than that, within 14 days of receiving them). Unless our instructions say otherwise, send it to:

ALVIRA – Returns Prinz-Ferdinand-Straße 4 47877 Willich, Germany

We recommend a tracked shipping service and keeping your proof of postage. For statutory cancellations, proof that you have posted the goods is enough for us to process your refund.

7. Refunds

Payments on ALVIRA are processed securely by Whop Payments. All refunds are returned to the original payment method used for the order, through our payment processor; we are unable to refund to a different card or account.

Once we receive and inspect your return, we will notify you of the approval status.

  • Statutory cancellations: we will refund you within 14 days of receiving the goods back or of receiving proof that you have sent them, whichever is earlier.
  • Faulty, damaged or incorrect items: within 14 days of agreeing that you are entitled to a refund.
  • All other approved returns: refunds are issued to your original payment method within 5–10 business days of approval.

Depending on your bank or card provider, it may take additional time for the refund to appear on your statement. Your statement may show the payment under the name of our payment processor rather than ALVIRA.

Original delivery charges are refunded only where the return is due to our error, a fault, or a statutory cancellation under Section 2. If you chose a more expensive delivery option than our standard one, the extra cost is not refunded on a statutory cancellation.

8. Exchanges

We currently process exchanges as a return followed by a new order. If you need a different size, colour or style, please place a new order and return the original item under this policy for a refund.

9. Delivery Area, Customs & Import Charges

ALVIRA delivers to addresses in the United Kingdom only.

Where import VAT, customs duties or similar fees apply to your order, they will be made clear to you before you complete your purchase. You are responsible for any such charges on the original shipment and on any returned goods (including any export or re-import formalities for parcels sent back to Germany), unless the return is due to a fault or error on our part, in which case we will reimburse reasonable, documented charges. When sending an item back, please mark the parcel as “returned goods” on the customs declaration.

10. Order Cancellations Before Dispatch

If you wish to cancel an order before it has shipped, contact us as soon as possible at Support@TryALVIRA.shop. We will do our best to accommodate the request, though orders already processed for shipment cannot be intercepted. If your order has already been delivered, you can still return it under Sections 1 and 2.

11. Your Consumer Rights

Nothing in this policy affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

12. Complaints & Dispute Resolution

If you are not satisfied with how we have handled your issue, please contact us first at Support@TryALVIRA.shop so we can try to put it right. If we are unable to resolve the matter, you can get free, impartial advice from the Citizens Advice consumer service, which can also refer the matter to your local Trading Standards service.

13. Contact Us

For any questions about returns, refunds or this policy, please reach out to:

  • ALVIRA (operated by Eren-Turgut Berber)
  • Email: Support@TryALVIRA.shop
  • Phone: +49 179 3941391
  • Address: Prinz-Ferdinand-Straße 4, 47877 Willich, Germany
  • Website: TryALVIRA.shop

Model Cancellation Form

(Complete and send this form only if you wish to cancel the contract.)

To: ALVIRA, Prinz-Ferdinand-Straße 4, 47877 Willich, Germany, Support@TryALVIRA.shop

I hereby give notice that I cancel my contract of sale of the following goods:

  • Order number:
  • Item(s):
  • Ordered on / received on:
  • Name of customer:
  • Address of customer:
  • Signature of customer (only if this form is notified on paper):
  • Date: