At ALLTRUEIST, we are dedicated to providing our customers with the highest level of satisfaction. If you are not completely satisfied with your purchase, we offer a simple and convenient return or exchange process to ensure that you find the perfect item.
Our dedicated customer service team is always available to assist you and make the process as smooth as possible.
HOLIDAY 2023: We are extending our return policy for the holiday season. Purchases made after November 15th, 2023 will have until January 15th, 2024 for returns or exchanges.
- All regular-priced items in their original, undamaged, and unused condition with original tags and packaging can be returned for a full refund within 30 days of receiving your parcel.
- Items that were part of a temporary promotion, Black Friday, or discount codes are also eligible for returns.
- On-Demand knitwear and Made-To-Order shoes are refundable as long as they are in standard sizing and not customized.
- Footwear must be accompanied by the original shoe box in its original condition. Worn shoes will not be refunded.
- Items permanently discounted (clearance) are final sales, but don't worry, we always clearly mark them as such on the product page’s description. Please read below under "Other Important Notes" to see other exclusions.
- Customized or Personalized items (monogrammed, engraved, painted or altered) are final sales and do not qualify for refunds or exchanges.
- For returns, please email us at firstname.lastname@example.org with your order number and our dedicated customer service team will be more than happy to assist you with the process.
- For exchanges, please email us at email@example.com and we'll be delighted to help you.
- We'll email you instructions on how to return the item and process your refund or exchange.
- We'll process your refund or exchange within 1 to 2 business days after the item has arrived at our location. Please be aware that some refunds may take a few days to appear in your account depending on your bank.
- Return shipping costs are the responsibility of the customer and we recommend obtaining a tracking number as we are not responsible for any lost or stolen items. Items must be sent to our location in Montreal, Canada. In rare instances, depending on the brand, they may be returned to a brand's office in the United States. You will be advised of the shipping location once you reach out to us.
- Shipping fees are non-refundable if your original purchase included such fees.
- If you change your mind before your item has shipped, please email us at firstname.lastname@example.org and our team will be more than happy to cancel your order for you, with the following exceptions:
- If you ordered a Made-To-Measure or On-Demand item, your order needs to be cancelled within 24 hours of your purchase. Once the item has been submitted for production, it cannot be cancelled. You may return the item (if applicable) once you receive your order, but due to automation we are not able to cancel once the order has been submitted, no exceptions.
- Once you receive a tracking number for your order, it will be too late to cancel your order and you will need to go through the return process.
- If you received an item as a gift and would like to return it, please email us at email@example.com and we'll be delighted to process a refund for you on an allTRUEist E-gift Card (store credit) OR to the original form of payment.
- We must be able to find the original transaction in order to process any refund.
- If you have an allTRUEist E-Gift Card, please note that E-Gift Cards (electronic gift cards) are non-refundable and cannot be redeemed for cash unless where required by law. Our standard return policy applies to any merchandise purchased with an allTRUEist E-Gift Card.
- We apologize if you received a defective product, it is very rare but we take every matter seriously. Please email us at firstname.lastname@example.org with details and pictures, and our dedicated customer service team will be more than happy to look into the warranties for you.
- Many of our designers offer limited manufacturer warranties, and we would be happy to handle that for you. It's important to note that normal wear and tear does not qualify as a manufacturing defect for any brand.
- Regardless of warranty, we are here to help and will make sure your concern is taken care of.
- Price adjustments are only granted within 5 days of your purchase.
- Custom made items are final sales. Custom made is an item requested to be specially made in specific colors, sizes or materials not available in our regular offering. Due to the nature of having an item made especially for you, we are unable to return such item.
If you have any other questions or concerns, please feel free to reach out to us at email@example.com and our
dedicated customer service team will be more than happy to assist you.
We are committed to providing you with the best customer service and making your shopping experience with us a memorable one.