How to Begin a Return
How to Begin a Return
1. First, make sure your item is eligible for a return or exchange. Certain sales are final, such as wind instruments, bulk paper, kite paper, lesson books, magazines, books, pacifiers, teethers, liquids, and more. For a complete list, see full return policy.
2. Log into your account in the customer portal.
In the e-mail field, use the same email used during checkout and click continue.
3. Your past orders are listed here. Find the order with the item(s) you wish to submit for a return.
4. Select the items you wish to return.
5. Select the reason for the return.
6. If you select 'other' or if there is anything important we should know, add that in the notes details.
7.Click Request Return.
8. Once your request is received, someone will review your request within 2 business days or less. If you haven't received a response within 2 business days, please check your spam/junk folder. If a response isn't there, please send a text to us at 360-358-3387 or send an email to us at info@alderandalouette.com. Saturdays and Sundays aren't considered business days.
9. If approved, we'll send a link for you to purchase the return shipping label. Once paid, the label link will automatically email to you.
10. If the item is being returned due to a manufacturer defect or our mistake, we'll pay for your return shipping and you'll receive a link to your return label.
11. Wrap your items to ensure there's enough internal padding to buffer the items’ movements during transit to prevent damage.
12. If the items arrive damaged due to not enough internal padding, we can't accept the return.
If the items arrive, damaged, or show signs of use or wear, we won't be able to accept the return.
If the items are damaged or lost during transit by the shipper you'll need your tracking number to file an insurance claim for reimbursement.
Good to Know:
1. Unless there's a manufacturing defect or mistake on our part, the customer is responsible for return shipping, which must include a tracking number, and we highly recommend insurance. Original shipping charges aren’t refundable. We unfortunately can't get those back from UPS or USPS for you or we would!
2. If a return label is purchased within our portal, the price is determined by USPS or UPS based on distance from us to you + dimensions and weight. They're electronically linked to us and all prices are real-time. If this isn’t automatically offered at the time of your request, we'll email a link to you to finish paying return shipping using the real-time USPS or UPS rates.
3. If you purchase the label outside of our portal, please email or text the tracking number to us.
4. If you purchase your label outside our portal, purchase a shipping method that is insured for the value of your product (in addition to having a tracking number). Shipping companies, such as FedEx, UPS, DHL, USPS and so on are not affiliated with us and are their own businesses. Therefore, if they lose or damage your package in transit, you will need to contact them with your tracking number to be reimbursed.