How do I make a return?Updated 4 hours ago
When making a return, you can choose between two methods on our Return Platform within 30 days of delivery:
Option A: Store Credit (Gift Card). 100% Free. You receive a digital gift card for the full amount of your items with no deductions.
Option B: Refund to original payment method. Available but subject to a processing fee depending on your country (see fees below).
Note: If you want to change your item for a different size or product instead of returning it, please check our dedicated guide: How can I exchange an item?.
Where to process your return
If you purchased online:
Online Platform: Access our Return Platform to select your items and choose between Store Credit or a Refund. Your return shipping label will be generated automatically at the end of the process.
In-Store Drop-off: You can drop off your online return at any official ALOHAS physical store for free.
Exception: Online purchases cannot be returned or managed at our USA stores (New York and Los Angeles).
If you purchased in-store:
At the same store: Return the item directly at the physical location where you made the purchase.
Online Platform: You can process your physical store purchase return via our online Return Platform only if:
The return is made from the same country where the store is located.
Your in-store purchase was shipped directly to your country by us.
Otherwise, the return must be handled directly at a physical store.
Return Methods & Conditions
We want to provide you with the best option for your return. Depending on what you select at the end of our online process, these are the conditions and timelines:
🟢 Store Credit (Gift Card) — 100% FREE
If you choose Store Credit, no shipping fees or processing costs will be deducted.
Timeline: Your digital gift card will be generated and emailed to you once your return package is physically received and processed at our warehouse.
Expiration: Your Store Credit does not expire. You can use it whenever you want.
Usage: It can be applied to any product on our website, and it also covers shipping costs for your next order. If your new purchase is less than your total Store Credit, the remaining balance will stay on your code so you can use it in a future purchase. If the order exceeds the credit amount, you can simply pay the difference using your preferred payment method during checkout.
🔵 Refund to Original Payment Method — Processing Fees
If you prefer a monetary refund, it will be issued once the package is received and processed at our warehouse. A processing fee will be automatically deducted from your final refund amount to cover return logistics:
Spain: 4.95€
Germany and the Netherlands: 11.95€
Rest of the European Union, United Kingdom, and United States: 7.95€
Australia and Canada: 9.95€
Switzerland: 19.95€
Rest of the World: You are responsible for purchasing a shipping label with your preferred courier.
For a complete step-by-step guide on how to send your package according to your location, please check:
If your country is eligible for prepaid labels: Easy Returns Step-by-Step Guide.
If your country is not eligible (Rest of the World / Excluded countries): Paid Returns Step-by-Step Guide.
Return Conditions (Good to know before shipping)
To ensure your return is processed successfully and to avoid delays, please make sure you follow these guidelines:
Product Condition: Items must be unworn, unwashed, with all original tags attached, and packed inside their original boxes. Please protect the product box by placing it inside another shipping bag or box—do not attach the return label directly onto the product box. If you no longer have our original outer shipping packaging, you can use any secure box or mailing bag to protect the product box during transit.
Do not mix different orders: You can return multiple products if they belong to the same order. However, please do not mix items from different order numbers in the same return box. Each order must be processed separately on our platform and shipped with its own specific label. For more details, please check our guide: Can I group more items in a single return?.
Exceptions and Special Cases
USA Stores (NYC & LA): These stores only accept returns for purchases made in-store. They cannot accept or process returns from online orders. To contact them, reply directly to the email you received after making your purchase.
Switzerland Returns: Your return label will not be generated automatically. Complete the request on our platform and wait up to 48 working hours. Our team will create the label and send it to your email.
Pre-Order Products: Direct exchanges for sizes currently on Pre-Order are not supported on our platform. To get a Pre-Order item, please select Store Credit as your return method and use it to buy the new item on alohas.com.
Excluded European Countries: Prepaid return labels are not available for Albania, Andorra, Bosnia and Herzegovina, Cyprus, Gibraltar, Iceland, Kosovo, Liechtenstein, Macedonia, Malta, Monaco, Montenegro, Norway, San Marino, Serbia, and Turkey. Customers from these regions must follow the paid process outlined in our Non-Eligible Countries Guide.
Frequently Asked Questions (FAQs)
How long do I have to request a return? You can request Store Credit or a refund within 30 days from the delivery date of your order.
Do I receive my Store Credit or refund immediately after completing the request online?No. Both Store Credit and refunds are issued once your return package arrives at our warehouse and our team processes the returned items.
How long will it take to see the money in my account if I choose a refund? Once we receive and process your return at our warehouse, the monetary refund is issued. Please note that it usually takes 10 to 15 business days for the transaction to be reflected in your bank account. These processing times depend entirely on the banking entities, but rest assured that your refund will arrive safely. We kindly ask for your patience during this period.
Does my Store Credit expire? No, your ALOHAS Store Credit does not have an expiration date.
What happens if I return an item that I bought using Store Credit? By default, the return of an order paid with Store Credit will be refunded back to a new Store Credit code.
However, if you change your mind and prefer a monetary refund to your original payment method instead, you can contact our Customer Service team to request it. Please note that in this case, the standard return processing fee for your country (e.g., 4.95€, 7.95€, etc.) will be applied and deducted from your final payout, exactly as if it were an original monetary refund.
Can I use my Store Credit to pay for shipping costs on my new order? Yes. Your Store Credit covers the total cost of your new order, including shipping fees. If the total is higher than your credit, you can pay the remaining balance with your regular card or payment method.
Why is there a fee for monetary refunds? To promote sustainable shopping habits and reduce our carbon footprint, we subsidize 100% of the return costs only when customers choose Store Credit or a size exchange. If you prefer to get your money back, a partial fee is deducted to cover return transport.
Can I return an online order in a physical store? Yes, you can drop off your online return in any official ALOHAS store, except for our USA locations (New York and Los Angeles).
Need further assistance?
Feel free to check our comprehensive return policy for any additional information you might need, and reach out to us if you need further assistance.
If you have any questions before submitting your request, please contact our support team. Before reaching out, please make sure you have your Order Number (starting with #) and the Email Address used for the purchase ready.