Refund policy

Last updated: 5 November 2026

We'd like every Almassia order to feel like a good decision. If something you've bought isn't right for you, this policy explains how to send it back and what happens next.

Summary

Return window: 30 days from the day you receive your order
Statutory cancellation right: 14 days under the Consumer Contracts Regulations 2013, covered in full by our 30-day window
Condition: unworn and unwashed, with original tags and packaging
Return postage: free for faulty, damaged or incorrect items; paid by you for change-of-mind returns
Refunds: processed within 7 business days of approval, to your original payment method
Cancellations: email us within 12 hours of ordering

Your 30-day return window

You have 30 days from the date your order is delivered to tell us you'd like to return it. This includes your 14-day statutory right to cancel, so you can change your mind for any reason within that period.

To be accepted, returned items should be:

Unworn, unwashed and in the same condition you received them
Returned with all original tags attached and in their original packaging

You're welcome to try items on at home the way you would in a shop changing room before deciding whether to keep them.

Your statutory rights

This policy is offered in addition to your rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It does not limit or replace them.

Goods you buy from us must be of satisfactory quality, fit for purpose and as described. If an item is faulty or not as described, you're entitled to reject it within 30 days of delivery for a full refund. After that, you may be entitled to a repair, replacement or refund, depending on the circumstances.

How to return an item

Email support@almassia.com within 30 days of delivery
Include your order number and let us know which item(s) you're returning and why
Wait for our team to confirm your return and send you a Return Authorisation (RA) with the return address
Pack the item(s) securely and send them back as instructed, keeping your proof of postage

Parcels returned without an RA may be delayed or not accepted, so please contact us before sending anything back.

Where returns are sent

Almassia is operated by ECOM WARRIORS LTD, a company registered in England and Wales with its office in London. Our orders are fulfilled and dispatched through international logistics partners and warehouses, so the place your parcel ships from is not our London address.

For the same reason, approved returns may need to go to an international returns facility. We'll give you the correct address with your Return Authorisation. Please don't post returns to our registered office unless our team asks you to.

By ordering from Almassia, you acknowledge that orders and approved returns may be handled through international fulfilment and returns facilities.

Return postage costs

Faulty, damaged or incorrect items: we cover the cost of the return in full.
Change of mind: return postage is paid by you. This applies if you ordered the wrong size, the fit isn't what you expected or you simply no longer want the item.

The cost of sending a change-of-mind return back to us is not refunded.

Refund processing

Once your return arrives and has been checked, we'll email you to confirm the outcome.

If your return is approved:

We'll process your refund within 7 business days
The refund is made to the payment method you used at checkout
When you cancel within your 14-day statutory period, your refund includes the standard delivery charge you paid, if any

In every case, we'll refund you no later than 14 days after we receive the item back, or after you provide proof that you've returned it, whichever is sooner. Your bank or card provider may then take a few extra days to show the money in your account.

Exchanges

Looking for another size or colour? The fastest way is to return your original item using the steps above, then place a new order for the piece you want once your return has been approved.

Items we can't accept back

Unless an item is faulty or not as described (in which case your statutory rights apply), we can't accept returns of:

Items that have been worn beyond trying on, washed, altered or damaged after delivery
Underwear, swimwear or bodysuits where the hygiene liner or protective seal has been removed
Items returned without their original tags or packaging

Sale and discounted items can be returned on the same terms as full-price items.

Reduced refunds

If an item comes back handled more than was needed to check its style, fit and quality (for example worn, marked or missing its tags), we may reduce your refund to reflect the loss in value, as permitted under the Consumer Contracts Regulations 2013.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or isn't what you ordered, please let us know as soon as you can, ideally within 48 hours of delivery, and include clear photos. Telling us quickly helps us resolve things faster, but it doesn't affect your statutory right to reject faulty goods within 30 days.

Cancelling an order

To cancel an order before it's dispatched, email us within 12 hours of placing it. If your order has already been shipped, you can still cancel it by returning the item using the process above.