I want to return one or more items

Submit a return request:

Click on the profile icon in the store navigation or go to the refund policy or a return page, then request a return.

1. Sign in to your account:

• In the **Email** field, enter your email address, then click **Continue**.
• In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
• Return to the online store, then enter a six-digit verification code.

2. Click on the order for which you want to request a return.
3. If your order contains more than one item, select the ones you want to return.
4. Select a return reason and add a note for the store.
5. Click **Request a return**. If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return label. Once the product is returned, you will receive a refund.

Want to return something? Contact us by email at info@al-imen.be or via the online form https://al-imen.com/pages/contact and tell us about your return request or via support@al-imen.be . .

2 scenarios may apply:

1 - You simply want to return item(s) that you didn't like, or that you ordered by mistake? As required by law, you have a right of withdrawal up to 14 days after purchase. The return is at your expense at this point. After you contact us, we ask you to make a bank transfer of the shipping amount of your order so we can provide you with a Mondial Relay return shipping label. You will then need to drop off your package at the nearest Mondial Relay pickup point.

2 - An item/items is/are defective, damaged, or does not match your order? Following your contact, we provide you free of charge with a shipping label to drop the package at the nearest Mondial Relay relay point.

Return an item

Prepare the package

Put the item in the package and stick the return label. Cut the proof of deposit to be stamped by the post office or merchant.

Send the item back

Drop off your package at a Mondial Relay pickup point and keep the proof of deposit.

You are refunded!

You are refunded within 14 working days. You will receive a confirmation email once the refund has been processed.

Package returned?

Keep the proof you received when depositing the package until you receive an email confirming that your package has arrived at our facility.

Want to return a product other than books such as cosmetics, perfumery, textile?

For hygiene reasons, we can only refund products that have not been used and are still in their original packaging (including all packaging, instructions and accessories).

Thank you for helping us maintain a safe environment.

RELATED ANSWERS

Track returns

Payment reminder

Partner items

Return Conditions

You have 14 days to return one or more unused and/or unopened items* to us and receive a refund. They must be returned in their original packaging, with tags attached and in perfect condition.

You can try on the items.

RELATED ANSWERS

I want to return one or more items

Return a partner item

Payment reminder

Filing a claim for a defective or damaged item

We are sorry if your item arrived damaged or defective!

Please fill out the form with all requested information so we can resolve the issue as quickly as possible. We will contact you by email to let you know what to do next.

Important: Use this "Submit a claim" button only to report damaged or defective items. For any other matter, you can contact us using one of the channels below.

Submit a claim

Want to try again? Simply order the item again. You will find a direct link to the product in the "Orders" section of your account. If the item is out of stock, don't worry. Click "Notify me" on the product page and we will let you know as soon as it is available again.

RELATED ANSWERS

I was not home at the time of delivery

How do I track my package?

I don't have a return label

You wish to make a return but you don't have the return label?

No problem!

You want to return something? Contact us by email via the online form https://al-imen.com/pages/contact or via support@al-imen.be . and let us know your return request by clearly indicating your order number.

You will then receive your return label to print by email.

What are the refund timeframes?

I want to return one or more items

Return Tracking

When you drop off a package at a Mondial Relay pickup point, you receive a Track & Trace code that allows you to track your package online via the Mondial Relay website. Upon receipt and validation of your return, you receive a confirmation email.

If you have not yet received an email two weeks after making your return, contact our customer service via the following form: https://al-imen.com/pages/contact or via support@al-imen.be . .

Refund

Full processing of your return can take up to 14 days after receipt of the return.

Your refund will be made to the payment method you used when purchasing the returned items. You should allow a maximum of 10 days between the receipt of your package by the logistics provider and the processing of the return in our warehouse. Even if the tracking link indicates that your return has already been received in our warehouses, we may need this time to process your return.

We will send you a refund confirmation email.

The refund will then be visible on your bank statement within 5 business days or on your PayPal account within 48 hours.

Log in to track your package returns.

Log in

You placed an order by credit card and your refund does not appear on your bank statement?

Check your bank statement:

- On the date of recording of your return confirmed by email.

- On the date of validation of your order (indeed, some credit card providers group transactions related to payment and refund on the same date).

• On the bank statement of the month following the refund, if you have a deferred debit card.

Cannot find your refund? You can contact your bank or our customer service for further verification.

RELATED ANSWERS

I want to return one or more items

Return a partner item

Return tracking

Exchange an item

We do not offer exchanges, you can return items and be refunded, you will then have the opportunity to place a new order with items that suit you.

Items I cannot return

The following items cannot be returned for Al-Imen:

• Cosmetics, perfumes, incense, honeys, bottles, any type of container that has been opened.
• Items with detached labels
• Clothing that has been worn*
• Cellophane-wrapped items that have been unwrapped.
• Any item that has been damaged by yourself.

*Items tried on to verify the size are not considered worn. We reserve the right to refuse a return if it shows damage or for hygiene reasons.

Warranty

As stated on our website, the general terms and conditions of sale apply to all promotions and all orders. At Al-imen, we guarantee you quality products. The warranty applies when a product proves to be defective due to a manufacturing defect.

The legal warranty period is two years (24 months).

If a product does not meet your expectations, please do not hesitate to contact our customer service via the following form: https://al-imen.com/pages/contact or via support@al-imen.be . .