Refund policy

Return & Refund Policy

Last updated: May 19, 2026

We want every Alena Tofil order to feel as good in your routine as it does in your hands. If something isn't right, we'll make it right.

Return Window

You have 30 days from the date of delivery to request a return for a refund or exchange. Returns requested after 30 days cannot be accepted.

Eligible for Return

  • Unopened, unused products in original packaging with seals intact
  • Damaged or defective items (with photo evidence within 7 days of delivery)
  • Wrong item received — we'll cover the return shipping in this case

Not Eligible for Return

For hygiene and safety reasons — standard across the beauty industry — we cannot accept:

  • Products that have been opened, used, or swatched
  • Items received more than 30 days ago
  • Final-sale items (clearly marked on the product page)
  • Gift cards
  • Products damaged after delivery due to misuse

How to Start a Return

  1. Email us at welcome@alenatofil.com within 30 days of delivery
  2. Include your order number and reason for return in the subject line
  3. For damaged or defective items, please attach clear photos
  4. We'll reply within 2 business days with return instructions and a return shipping address

Please do not send products back without contacting us first — unauthorized returns may not be processed.

Return Shipping

  • Free return shipping on your first order — first-time customers receive a prepaid return label at no cost. One free return per customer account
  • Customer pays return shipping for any subsequent returns (change-of-mind, wrong shade, or unwanted items)
  • Alena Tofil pays return shipping if we sent the wrong item, the product arrived damaged, or there's a defect from our side — at any order number
  • We recommend using a trackable shipping service. We are not responsible for returns lost in transit

Refunds

Once we receive and inspect your returned item, we'll process your refund:

  • Refund method: issued to the original payment method
  • Processing time: 5–10 business days after we receive the return
  • Original shipping cost: non-refundable (unless the return is due to our error or a damaged product)
  • Restocking fees: none — we don't charge restocking fees

If you don't see your refund within 10 business days of our confirmation email, please check with your bank or credit card company first (processing times vary), then contact us if it still hasn't appeared.

Damaged or Defective Items

If your order arrives damaged or defective:

  1. Email us within 7 days of delivery at welcome@alenatofil.com
  2. Include your order number and photos of the issue (the product and shipping box if relevant)
  3. We'll cover return shipping and send either a replacement or a full refund — your choice

Exchanges

We process exchanges as a return + new order. To exchange:

  1. Start a return following the steps above
  2. Place a new order for the item you want
  3. Once we receive the returned item, we refund the original payment

This way, your replacement ships as quickly as possible without waiting on the return.

International Orders

Returns from outside the United States are accepted under the same terms, but:

  • Customer pays return shipping and any customs/duties
  • Refund excludes original shipping cost and any duties paid
  • Allow extra time for international transit

Undelivered Packages — Europe

If a package shipped to a European address is returned to us as undelivered — because the recipient was unavailable, the package was refused, or the address was incorrect — we will issue a refund minus a fixed €7 shipping fee.

This applies even if the original order qualified for free shipping. The €7 covers the carrier costs we paid to ship your order. The remaining amount will be refunded to your original payment method once we receive the returned package.

Order Cancellations

If you need to cancel an order, email us at welcome@alenatofil.com as soon as possible. We process orders quickly — we can typically cancel within 2 hours of order placement. After that, the order may have already shipped and will need to be returned per the policy above.

Lost or Stolen Packages

Once a tracking number shows "Delivered", we consider the package delivered. If your package is missing:

  1. Check with neighbors and household members
  2. Wait 48 hours — sometimes carriers mark "delivered" early
  3. If still missing, file a claim with the shipping carrier
  4. Contact us at welcome@alenatofil.com and we'll do our best to help

Contact Us

Questions about a return, refund, or exchange?

  • Email: welcome@alenatofil.com
  • Response time: within 2 business days (Monday–Friday)
  • Mailing address: [insert return address — Shopify will pull this from your store settings]

This policy applies to orders placed on alenatofil.com. By placing an order with us, you agree to this Return & Refund Policy.