Refund policy

Made to order means we can't restock

Every piece is printed and sewn after you order it. There's no shelf for it to go back to. That shapes what we can and can't do, so here it is plainly.

If something is wrong, we fix it

If your order arrives damaged, misprinted, defective, or it isn't what you ordered, email us within 7 days of delivery with your order number and a photo. We'll replace it or refund it in full. You won't pay for anything, and you usually won't need to send it back.

If a parcel never arrives, tell us within 7 days of the estimated delivery date and we'll open an investigation with the carrier.

If it doesn't fit, we can't take it back

This is the hard part, and we'd rather say it up front than surprise you at the worst moment. Because each piece is made for you after you order, we can't accept returns or exchanges for size, fit, or change of mind.

So let us help you get the size right

Every product page has the full measurements, in inches and centimetres. Our pieces run loose.

If you're between sizes or unsure, email us before you order. Tell us what you usually wear and we'll tell you what we'd pick for you. We would much rather spend five minutes on that than have you stuck with something that doesn't sit right.

Refunds

Approved refunds go back to your original payment method, in the original currency. We review every request within 7 business days.

Contact

concierge@joinalma.app — include your order number, and a photo if something arrived wrong.