Exchanges & Returns
If you wish to exchange any items in your order, please contact us at firstname.lastname@example.org before sending back or dropping off your order. Indicate which item(s) or sizes you would like in exchange and we will confirm their availability and put them aside for you. Please fill out and include the provided form to indicate which items are being exchanged and why you are sending them back.
With email confirmation in advance, exchanges may be made in store. Exchanges sent by mail will be processed within 2 business days of their reception. Any difference in cost will be charged or refunded prior to the shipment or pick up of new item(s). Should the new item exceed the cost of the returned item, an invoice and payment link will be sent via email to process the difference. Shipment or pick up will occur after the payment is received.
Alton Gray is not responsible for any delay in exchange caused by pending payment. Please allow for regular processing times (up to 4 business days) to receive your updated tracking number from the time of return confirmation and/or payment or order balance.
We offer FREE returns and exchanges on merchandise that has not been worn, washed, altered, or visibly used, and has all original tags attached, within 14 days of placing your order.
Returns are accepted in store and via mail. For in store returns, simply drop off your package with our retail store staff. To return your order by mail, please use the prepaid shipping label provided in your package. Affix the label to the outside of the package and drop it off at your nearest drop-off facility. Please fill out and include the provided form to indicate why you are returning the item(s), or let our team know in person. This will help us continue to serve you better!
Returns are processed within 2 business days of their reception. All refunds are issued via the original payment method and will be confirmed via email notification. All refunds are subject to processing times determined by the bank or payment institution by which payment was issued.
Alton Gray reserves the right to refuse a return for any reason at our discretion. This includes, but is not limited to, if merchandise does not comply with our return policy (worn, washed, without tags, outside the return period, etc.), or if we identify an unreasonable, repetitive return pattern associated with your account.
Alton Gray is not responsible for the cost of any returns sent through other means than the provided pre-paid return label.