You can decide to return the product purchased within 30 days from the delivery of your order.
How can I return?
Attention: before making a return, please make sure that the products are in the same condition in which you received them, with all the internal labels and tags attached, not stained, damaged or used.
You can book your return by clickinghere
1. REGISTERED USEr
Log in to your account, click on the icon at the top right and log in to your account on www.alcott.ue. Select on your wall ORDERS AND RETURNS and click on REQUEST A RETURN RETURN to fill in the return form, indicating the reason for the return of the item and the date of collection.
If you have made the purchase as a guest (guest check-out), access the ORDER STATUS section, located at the bottom of the site in the FOOTER, enter the order identification number and the email with which you made it. Click on REQUEST A RETURN to fill in the return form, indicating the reason for the return of the item and the date of package pick-up.
2. UNREGISTERED USER
If you are an unregistered user, proceed by entering your data here.
3. PRINT THE DOCUMENTS AND PREPARE THE PARCEL
- In order for the return to be successful, you must:
- Print the e-mail received following the return request and insert it inside the package;
- Print the waybill available in your reserved area and affix it to the outside of the package.
- Fill the document for the custom duty that you can download here, Entering all the specifications of your return, and of the items you are returning to us.*
ATTENTION: Without these documents, it will not be possible to handle your return request.
Finally, put the items back in the same box you received them in, if possible, and seal the package carefully.
*Do you want to know how to fill the proforma invoice correctly?
Download our facsimile here, or contact our customer care.
4. DELIVER THE PACKAGE TO THE COURIER
The courier will pick up your return at the address and on the date specified by you in the online return procedure.
5. GET REFUND
After receiving and verifying the return we will proceed to refund the returned items and the corresponding amount will be credited to you in the same way in which you made the purchase.
If your return does not respect the conditions, the package will be sent back to you at your expense and the refund will not be made.
The cost for the international return parcel collection service is £ 30, Excluding eBikes whose return cost is £ 100 and the request must be made exclusively through Customer Care.
Once the return has been approved (the items must be in perfect condition and with the internal labels and tags attached), you will receive a Return Acceptance Confirmation e-mail to confirm that the amount will be paid on the card with which you paid.
Remind that the time required to display the refund on your account depends on the card issuing institution. You can check the status of your refund from page of your wall ORDERS AND RETURNS or in the section ORDER STATUS.
For security reasons we cannot refund on a card other than that of the purchase.
If you want to return items belonging to different shipments, you cannot conclude a single return. You will have to return the items individually order by order.
If your return does not correspond to the pre-established conditions, it will be sent back to your address at your expense.
After the delivery date you have 30 days to make the return.
No, at the moment it is not possible to change the items purchased online at our stores.
Yes, it is possible to make a partial return by selection only the article that you want sent back.
The refund is made on the same credit card or directly on the same PayPal account.
No, it is not possible for security reasons.
The refund is made automatically once the return is managed and approved.