Refund policy

XALPHEOR CUSTOMER CARE

Refund & Return Policy

We want you to feel confident when ordering from XALPHEOR. Please review our return, refund, cancellation and exchange guidelines below.

Last Updated: August 18, 2026

24-Hour Cancellation

Orders may be cancelled within 24 hours after order confirmation for a full refund.

30-Day Returns

Eligible regular-size items can be returned within 30 calendar days after delivery.

7–14

Refund Processing

Approved refunds generally appear within 7–14 calendar days.

Overview

This Refund Policy governs all return, refund and exchange requests for orders placed on xalpheor.com. Please read this policy carefully before placing your order.

Order Cancellation

You may cancel your order within 24 hours after order confirmation for a full refund.

If production has already started, order cancellation is not available. Once the item has been shipped, you cannot cancel the order and you will need to follow our return procedure after receiving the package.

Return Eligibility

Items must be returned within 30 calendar days from the date you receive your package.

Items purchased in regular size and color selections must be undamaged, unwashed, unaltered, kept in original condition with all original tags intact. Eligible items qualify for free returns and exchanges.

Custom-made dresses (custom size, custom color, personal modification requests) are NOT eligible for return, exchange or refund.

How to Start a Return

Please contact our customer service at support@xalpheor.com before sending any item back.

Please provide your order number, photos of the item, and state your reason for return.

We will reply with return instructions and return shipping address.

Do NOT send returns without prior authorization. Unauthorized returns may not be processed.

Return Shipping Cost

Quality / Fulfillment Issues

If return is caused by our quality defect, wrong item or wrong size shipped by us: we will cover the return shipping cost.

Personal Reasons

If you return for personal reasons such as change of mind, fit preference, or color difference on screen, you are responsible for all return shipping fees. Original shipping cost is non-refundable.

Refund Process

After we receive and inspect your returned goods, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method. Please allow 7–14 calendar days for funds to appear in your account, depending on your payment provider’s processing speed.

Damaged, Defective or Lost-in-Transit Goods

Please inspect your order immediately upon receipt. If you receive damaged, defective or incorrect items, please email us within 7 calendar days of delivery with clear photos of the product and packaging.

If your parcel is confirmed lost-in-transit by carrier records, please contact us promptly for investigation.

We will assess and offer resolution including partial refund, replacement or full refund according to situation.

Exchanges

Exchanges are available for non-custom defective or wrong-shipped items within the 30-day return window. Personal-reason exchanges are subject to stock availability and buyer pays both-way shipping fees.