How to Request a Return

We understand that sometimes a purchase does not work out. Follow the steps below to request a return.

Step 1: Check Return Eligibility

Before submitting a request, please confirm that your item is eligible for return. 

Some products are final sale and cannot be returned. These include, but are not limited to:

  • Wooden wind instruments
  • High value instruments
  • Bulk and cut paper
  • Kite paper
  • Lesson books
  • Books and magazines
  • Teether Toys
  • Liquids and gels
  • Other products identified as final sale on the product page or in our policy

Please review our full Returns, Refunds & Order Cancellations Policy for complete eligibility requirements and exclusions. 

Brand-Specific Return Policies

Items from Holy Lamb Organics, Soaring Heart, Crescent Moon, and Banwood are subject to the return and cancellation policies established for those brands. Please review the applicable brand policy before requesting a return.

Step 2: Log In to Your Customer Account

Visit the customer login page and enter the same email address used at checkout. Follow the prompts to access your account. 

Step 3: Select Your Order

Once you are logged in, select the order containing the item or items you would like to return.

Step 4: Select the Items and Return Reason

Choose each item you wish to return and select the reason for your request.

When selecting Other, or when there is additional information we should know, please include an explanation in the comments box.

Step 5: Submit Your Return Request

Select Request Return to submit the request for review.

We generally review return requests within 2–4 business days, excluding weekends, holidays, and scheduled closures.

If you do not receive a response after that time:

  1. Check your spam or junk folder.
  2. Confirm that you are checking the email address used at checkout.
  3. Email info@alderandalouette.com or text 360-358-3387.

Step 6: Wait for Return Instructions

Please do not mail an item back until your request has been reviewed and approved.

If the return is approved, we will email instructions and the correct return address. Our return address may differ from the address shown on your original package.

Packages mailed without approval or sent to the wrong address may be delayed, refused, or returned to the sender.

Step 7: Pack the Return Carefully

Returned items must arrive unused, undamaged, and in the condition required by our return policy.

Use a sturdy shipping box and enough interior padding to prevent the contents from shifting, bending, or breaking during transit. Please do not rely solely on the product’s retail packaging as the shipping container unless we specifically instruct you to do so.

We cannot accept an otherwise eligible return if the item arrives damaged because of insufficient packaging or shows signs of use, wear, alteration, or improper handling.

Return Shipping Information

Return Shipping Costs

Unless the return is due to a confirmed product defect or an error by Alder & Alouette, the customer is responsible for return shipping costs.

Original shipping charges are nonrefundable unless otherwise required by applicable law. Shipping fees are paid to the carrier and are not returned to us when merchandise is sent back.

Tracking and Insurance

Tracking is required for return shipments. Insurance for the full value of the merchandise is strongly recommended.

Please retain:

  • Your shipping receipt
  • The tracking number
  • Proof of insurance
  • Photographs of the item and packaging before shipment, when appropriate

Alder & Alouette is not responsible for return packages that are lost, misdirected, or damaged while traveling back to us. We highly recommend insuring your return. 

If you purchase your own insured return label and the package is lost or damaged in transit, you are generally responsible for pursuing the claim with the carrier that sold you the label.

When We Provide a Return Label

For an approved return involving a confirmed manufacturer defect or an error by Alder & Alouette, we may provide separate return instructions or a shipping label.

Please follow the directions included with your approval rather than purchasing or mailing the return independently.

If the package is lost or damaged in transit from a label we provide, we'll pursue any claims with the carrier if the package is lost or damaged in transit. 

When You Purchase Your Own Return Label

After mailing the package, email the tracking number to info@alderandalouette.com or text it to 360-358-3387 so we know the return is on its way.

Choose a shipping service that includes package tracking. We highly recommend insurance for the full value of your merchandise you are mailing. 

If a Return Appears Lost

For a return mailed with USPS, a Missing Mail Search may generally be submitted beginning seven days after the original mailing date. For insured USPS Ground Advantage and Priority Mail shipments believed to be lost, an insurance claim generally cannot be filed until 15 days after mailing and must ordinarily be filed no later than 60 days after mailing.

USPS and UPS maintain separate rules for damaged packages, missing contents, and different mail services. Please consult the UPS website for their timeframes and rules. Please consult USPS directly for the current or updated filing dates and documentation requirements that apply to your shipment.

Final Review and Refund

Receiving a return does not automatically guarantee approval. We will inspect the item after it arrives to confirm that it meets the return requirements.

When an approved refund is issued, it will be submitted to the original payment method. Although the refund is processed promptly on our end, the time required for it to appear in your account depends on the payment provider and your bank or card issuer.