Returns

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. PREPARE THE PACKAGE

Print the email received after making the return request, and put the items IN THE SAME BOX in which you received them, and close the package sealing it carefully. We remind you to print the return label available in your reserved area. In the absence of the same, the courier will not be able to collect your return.

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 € 15, Excluding eBikes whose return cost is € 49 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.

Can I return items from different orders with a single shipment?

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.

What happens if my return is not accepted?

If your return does not correspond to the pre-established conditions, it will be sent back to your address at your expense.

How long can I return to?

After the delivery date you have 30 days to make the return.

Can I return an order online at one of your stores?

No, at the moment it is not possible to change the items purchased online at our stores.

Can I make a partial return?

Yes, it is possible to make a partial return by selection only the article that you want sent back.

How do I get my refund?

The refund is made on the same credit card or directly on the same PayPal account.

Can I get a refund on another credit card?

No, it is not possible for security reasons.

When will I get my refund?

The refund is made automatically once the return is managed and approved.