Exchanges & Returns

 Guest RMA Request Guide

Account RMA Request Guide

Customer Service

Returns & Exchange Policy

  • All returns require an Order ID number. To obtain your Order ID number, please visit your account page and click the orders tab – or if you don’t have an account you can locate your Order ID in the automated email sent to you upon order completion.
  • Automatic Return Authorization will ONLY be issued within 20 days of purchase date. If your request is made AFTER 20 days, you must contact Customer Service for authorization.
  •  UNAUTHORIZED RETURNS WILL BE RETURNED TO THE SENDER AT OUR DISCRETION. Please ensure your return is authorized PRIOR to sending it. Unauthorized returns may be returned to the sender at the sender’s expense.
  • If you do not include identifying information (Invoice, Authorization form) with your return, we may not be able to process your return – or we may return it to you at your expense. If you do not use our Return Authorization system and mark your order as instructed, your return will be delayed significantly if it is processed.
  • Refunds or Exchanges are only available for merchandise received in the same condition you have received it: new, unused, unwashed condition within 20 days of  delivery. Items MUST be returned in the same condition received. Items that are not returned in the same condition as received (eg, outfits balled in package, rolled up, packaged poorly, soiled, washed, damaged packaging and/or parts) will be refused acceptance as damaged goods. Store credit or exchange will be issued at our discretion for items returned over 20 days after order delivery.
  • For hygenic concerns, we can not accept return of the following items meant for use on the body: cosmetics, soaps, creams, lotions, cleansers, or oils.
  • A 20% merchandise restocking fee may be applicable to orders returned in an unreasonable condition or excessive return merchandise by purchaser.
  • Exchanges: Our policy is to ship out the first exchange on a particular order number with a discount in the value of standard shipping (Complimentary exchange discount amount – $5.00 and up.). If multiple exchanges are received on a single order number, we will charge exchange shipping at the published shipping rate (Starting at $5.00 and up.) We do not offer exchanges on exchanged items. We do not offer free shipping on exchanges for International orders. We can not ship exchanges by Express Services. If express processing is required for an exchange item, please call us – OR – place a new order for the desired item, and request a refund for the unneeded item.
  • Exchange requests for items sold as “assorted colors” or “pattern may vary” will not be honored.
  • Exchange requests for complimentary items, promotional materials, or free gifts will not be honored.
  • Al Hannah will refund your money to the same Credit Card which the original order was placed on, or issue a refund check within 10-14 business days of receipt of your return. If you paid with Credit Card, Al Hannah will not issue a refund check; your original card used for purchase will be credited.
  • Shipping charges are non refundable. Shipping includes all Standard services, Express services, Air services, Alternate Carrier services, COD Fees, and any additional fees that we must pay the courier on your behalf.
  • Shipping Reimbursement – Return/Exchange reimbursement policy: Prepaid labels/shipping reimbursement will only be provided for exchange requests on damaged and/or defective goods. We will not reimburse shipping charges on requests for return for refund.
  • Shipping Reimbursement – Prepaid Returns We will not refund charges paid for return shipping. If you have received a defective item, you must request a prepaid label for return shipping. Prepaid labels can be provided to customers within the United States only. Please contact us PRIOR to sending in your return if you have received a defective item.
  • Refunds on orders that have been discounted for shipping (Orders valuing OVER $125.00) may be discounted for actual shipping rate.
  • Incorrect Items In the event that you are accidentally sent an incorrect item – please contact customer service PRIOR to sending in your return.
  • Please package any return/exchange items securely. If returned items arrive in an extremely damaged condition (i.e. box torn open and items are damaged due to poor packaging) may be refused, and returned to you at your expense. If an item is fragile, please insure the return package for the value of the fragile item. If an item is found to be intentionally mishandled, altered, or modified we will not refund or replace. Please seal returned packages securely. Free packaging is available from your local Post Office for USPS Priority Mail packages (Extra cost of priority mail usually offsets the price of buying a box and tape.) You can also reuse the original packaging if it is in good condition.