FREQUENTLY ASKED QUESTIONS

Unfortunately, we are experiencing longer than normal processing times. We appreciate your patience! Once your return package has been delivered to us, please allow our returns team 7-10 business days to inspect and process the item(s). If you are making an exchange, please allow our returns team 7-10 business days to inspect and process your return before your exchange order is created.

Refunds

• After your return has been processed, the cost of the returned item(s) will be refunded to the original payment method used at checkout.
• Refunds typically take 3-5 business days to process after your return has been approved.

Exchanges

• Exchanges are only available for an alternate size or colour of the same product.
• If the requested size is out of stock, a refund for the returned product(s) will be issued instead.

We want you to love the pieces you receive just as much as we love creating them. However, if for any reason your order doesn't work out as planned, we have a 30-day return window to ship return requests to us.

30-day Returns

We have a 30-day return window for all items on our site (excluding items discounted 50% or more). This return window begins once your package has been delivered to you.

In the unlikely event that you've received an incorrect item, are missing an item from your order, or an item is damaged in any way, please submit a ticket to our Support Team! (Failure to notify our Support Team of this prior to shipment will cause your item to be subject to our Returns Policy along with any costs that may be associated with a denied return.)

Return standards and conditions

We gladly accept returns for both refunds and exchanges!

Exchanges can only be requested for the same item in alternate sizes or colours. If your exchange cannot be completed due to unavailable stock or a different item is requested, a refund will be issued.

Once your return has been delivered, please allow our team 7-10 business days to inspect & process your return/exchange.

• Items must be unwashed and not put through a dryer
• Items covered in animal/human hair are subject to denial
• Items covered in glitter, powder, skin cells, or other matter are subject to denial
• Items with piling may be subject to denial
• Items with strong odours or smells like smoke, cologne, detergent, scented sprays, body odour, etc., will not be accepted
• Items with markings or other stains (such as deodorant) will not be accepted

We cannot accept returns (including issuing refunds) or exchanges on any water bottles, face masks, underwear, or socks for hygiene reasons.

Many (but not all) of our items include tags. Please ensure these tags are attached, or your return will be subject to denial.

At this time, we do not offer prepaid return labels. If you are interested in a return, please use the links below for our instructions for self-shipping using the courier of your choice.

If you are returning your entire order, please note that the original shipping costs will not be refunded.

Any returns that are delivered outside of 45 days of the delivery date of your order may be subject to denial. Please contact our support team if your return is delayed unexpectedly. If your return is denied, we will notify you via email. Your order will then be reshipped to you within 4-7 business days.

UK Residents: Can sale items be returned?

Any items with a discount of 50% or more are eligible to be returned within 14 days once the order has been delivered to you. After 14 days have passed, these items are considered final sale and are no longer eligible for returns or exchanges.

Due to currency conversions, some discounted items may appear under 50% off yet still qualify as final sale. If an item displayed a final sale tag at the time of purchase, it remains final sale.

Before Returning Your Item(s)

Prior to sending your item(s) back, please ensure you have read our Returns Policy for product terms and conditions.

Return Package Instructions

Please include your packing slip or a note with the following information:

• 6-digit order number ending with "EU"
• First and last name on the order
• Email address associated with the order
• Instructions indicating whether you prefer a refund or an exchange
• For exchanges:
  • Specify the colour and size of the requested item
  • Items can only be exchanged for an identical item in a different colour or size

Important Notes:

• We cannot exchange products for a higher-value item than the one being returned.
• If we are unable to fulfill your exchange request due to insufficient stock, a refund will be issued instead.
• Alphalete is not responsible for return packages that are lost in transit. We recommend using a tracked shipping method to ensure delivery to our Returns Centre.

Return Addresses

For Postal Services (UK & EU):

Alphalete Athletics
PO Box 10621
Mansfield
Notts NG18 9JR

For Couriers (DHL, FedEx, Evri, etc.) — Cannot Ship to a PO Box (UK & EU):

Alphalete Returns
Adamsway
Mansfield
Nottinghamshire NG18 4FW

Before Returning Your Item(s)

Before sending your item(s) back, please ensure you have reviewed our Returns Policy for product terms and conditions.

Please also note the return address listed below is intended specifically for customers who reside within the European Union.

Return Package Instructions

When returning your package, please include your packing slip or a note with the following details:

• 6-digit order number ending with "EU"
• First and last name associated with the order
• Email address used for the order
• Instructions specifying whether you are requesting a refund or an exchange
• For exchanges:
  • Indicate the colour and size of the requested item
  • Items can only be exchanged for an identical item in a different colour or size

Important Notes:

• We are unable to exchange products for a higher-value item than the one being returned.
• If your requested exchange cannot be fulfilled due to insufficient stock, we will issue a refund for the returned item instead.
• Alphalete is not responsible for return packages that are lost in transit. We strongly recommend using a tracked shipping method to ensure successful delivery to our Returns Centre.

Return Address

Bukarester Str. 11, 93055
Regensburg, Germany

We have a 90-day Warranty for all items on our site! The warranty begins once your package has been delivered to you. This policy was made effective on April 16, 2022. Items deemed defective by the manufacturer or damaged within the policy timeframe are covered.

In the unlikely event that you've received an incorrect item, are missing an item from your order, or an item is damaged in any way, please submit a ticket to our Support Team! Failure to communicate any damaged or defective items to our Support Team will lead to your item being subject to our Returns Policy along with any costs that may be associated with a denied return.

What is deemed defective or damaged?

We are eager to stand behind the quality of our pieces. If you experience any of the following issues, they may be covered under our warranty policy:

• Holes
• Rips/tears
• Logo/Label issues
• Manufacturing Errors
• Missing features
• Other one of a kind instances as deemed by our support team

Dye Process Disclaimer: All of our pieces undergo a dip dyeing process to gain the Alphalete exclusive colour palettes that are selected for each launch. The various dyes may slightly alter the fit or feel of the material. This may also impact the compression or stretch of the fabric as well. Therefore, items of the same style may slightly vary between colours.

Colour Variations: Please keep in mind that some product descriptions may share possible variations. The combination of pigments used to create each colour may also alter the colour of the item in different styles of lighting. Different items in the same colour may also vary in shades as the dye may show differently in various fabrics (i.e., a seamless legging with a bra from a different collection). Although we do our best to display each item in the most accurate colour, items displayed in studio lighting may slightly vary from indoor or natural lighting. We are not responsible for any misconceptions caused by customisations in the colour display of the devices used to browse our site.

Sheerness and Care Guide: Please note that some pieces may include sheerness at full stretch in the description. We do not consider sheerness to be a defect, so please be sure to return any unwanted items due to sheerness within the returns timeframe.

Care Guide: Each Product page lists the care guide for the item. Failure to follow the care guide may void the Warranty Policy.

Items purchased from the Alphalete Athletics sites directly are covered under our 90-day Warranty Policy. We are proud to stand behind the quality of our pieces, including any discounts or final sale pieces. Please note that items discounted at 50% or more are considered final sale and ineligible for returns, refunds, or exchanges (with the exception of UK residents who have a 14-day window from delivery).

We understand that mistakes can happen in the excitement of placing an order! If your order has not yet been fulfilled for shipment, we may be able to make the following changes by request:

• Update your address
• Cancel your order

Please note:

• We cannot apply gift cards or discount codes to an order once it has been placed. We apologise for any inconvenience.
• Changes are not guaranteed before fulfillment.

If your order has already shipped and you need to update your address, please contact your shipping courier after the first scan on your order.

If you need to request any of the changes above, please submit a ticket to our Support Team.

Sometimes, human error happens — but rest assured, our Support Team is ready to make it right!

If you received an incorrect item or are missing an item, please submit a ticket here with the following details:

• Order number
• The specific item(s) affected

Important Notes:

• Our Support Team requires photos of the packaging your order arrived in, as well as the items you did receive.
• You may be required to return any incorrect items back to our facility using a prepaid label.
• If an item was out of stock at the time of fulfillment, a refund will be issued to avoid any liability risks.

Any missing or incorrect items must be reported within 30 days of the package being marked as delivered.

If you did not receive an email notification about an out-of-stock item but notice it was missing from your shipment confirmation email, please contact our Support Team for assistance!

Order confirmations are typically sent within 15 minutes of placing your order. If you haven't received yours, we recommend checking your spam or junk mail folder, as our emails can sometimes end up there. Still no luck? No worries—we're here to help! Just reach out to our Support Team by submitting a ticket, and we'll make sure you get the details you need.

Before reaching out, please check your order confirmation email! Your estimated fulfillment time frame can be found there.

Fulfillment Time Frame

• Standard processing time: 5-7 working days
• High-volume events (e.g., Black Friday, Birthday Sale): 10-15 working days

Once your order is packed, it will be picked up by the shipping courier, and you will receive an email notification with your tracking number.

Courier Contacts:

If you experience delays after your order has shipped, please contact the courier directly:

• Parcel Force: 0344 800 4466
• DHL: 0844 248 0844
• DPD/DPP: 01805 373 200
• Hermes: 0330 808 5456

Important Notice Regarding Courier Delays

Once your order has been fulfilled and handed off to the courier, any delays in transit are beyond our control. We appreciate your patience and understanding as your package makes its way to you!

Don't stress! We suggest double checking around your property, mailbox, front desk/locker area, and with neighbours first. If there's no sign of your package, it is recommended by the couriers we use to wait an additional 5 business days for delivery.

It is very common for packages to be delivered a few days after initially being marked as delivered. If you have waited these extra days, or would like further assistance looking into your package's delivery, please contact our Support Team!

Forwarding Addresses

We strongly discourage and prohibit the use of forwarding addresses on our websites. At this time, our UK warehouse provides "Rest of the world" shipping; these locations can be seen at checkout.

If a forwarding address in use is detected, your order is subject to immediate cancellation. We highly recommend using a true residential address, as our UK warehouse caters to shipping to the rest of the world.

Please note that Alphalete may not be held liable for lost orders that were shipped to a forwarding address. For more information on this matter please contact our support team!

If you've received your shipping confirmation email, your order is on its way! Below is a breakdown of tracking number formats and where to track your package.

Tracking Number Identifications

• DHL tracking numbers begin with GM, LX, or RX.
• DPD/DPP tracking numbers begin with RS. These packages are transferred to your local courier for final delivery. For updates after the transfer, please contact your local courier.
• DX tracking numbers vary in length and can contain both numbers and letters.
• Parcelforce tracking numbers can be 9, 11, 13, 14, 16, or 21 characters long and may include both numbers and letters.

Your tracking number can always be found in your shipping confirmation email once your order has been fulfilled.

Need More Help?

Our Support Team is here for you! Submit a ticket here for further assistance.

If your tracking shows that your package is being returned to our warehouse, this could be due to an incorrect address, a failed delivery attempt, or a customs issue. Please contact our Support Team so we can assist you with the next steps once the package arrives back at our facility.

Orders placed on our UK website and shipped outside of the United Kingdom may be subject to import fees and taxes based on the retail value of the package.

Please note that any free shipping promotion applies to the cost of the shipping label only and does not cover customs duties, taxes, or courier fees that may be assessed by the carrier upon arrival in the destination country.

• These fees are not charged by Alphalete and are beyond our control. We are not held liable to pay any customs charges or additional fees you may receive.
• If you have questions regarding these charges, or want to know what to expect when your package arrives, we recommend contacting your local customs office or the courier that billed you directly.
• If you have questions about incurred courier fees please reach out to our support team or customs office to discuss further instruction on how to deny these fees.

EU Countries

The following countries are within the European Union (EU):

Austria · Belgium · Bulgaria · Croatia · Republic of Cyprus · Czech Republic · Denmark · Estonia · Finland · France · Germany · Greece · Hungary · Ireland · Italy · Latvia · Lithuania · Luxembourg · Malta · Netherlands · Poland · Portugal · Romania · Slovakia · Slovenia · Spain · Sweden

We accept the following payment methods:

• Visa, MasterCard, American Express, Discover
• PayPal
• Alphalete Athletics gift cards
• Apple Pay
• Google Pay
• ShopPay

Please note: we do not suggest using a Visa Gift Card at time of check out in the event that you need to return, exchange, or refund on this order — the funds will automatically go back to the card used at checkout. If you disposed of the card after using it, this is not the responsibility of Alphalete.

Absolutely! There are no restrictions whatsoever.

*Please note we are unable to apply gift cards and discount codes to an order once it is placed, we apologise for any inconvenience.

If you paid fully with a gift card:
The amount will be returned to the same gift card you originally used after your refund is processed.

If you paid partially with a gift card:
The amount will be returned to the gift card used on the order first. Any remaining amount will then be issued to the other form of payment used on the order.

If you no longer have that gift card code or have additional questions, please contact our Support Team.

If you have received or purchased a gift card from one site, it can only be used on that particular site.

For example, if you've purchased or received a gift card from alphalete.uk, it can only be used on the UK website. It will not be valid on alphaleteathletics.com or alphaleteathletics.ca.

*Please note we are unable to apply gift cards and discount codes to an order once it is placed, we apologise for any inconvenience.

Be sure that you are shopping in the correct store! For example, if your gift card was purchased through our UK store, it can only be used on the UK website.

You'll also want to double-check that your gift card's code is copied and pasted exactly as shown — no extra spaces or characters.

Hopefully one of these tips did the trick, but if your gift card is still not working, contact our Support Team so they can give you a hand!

Athlete and Affiliate Codes: Our Athlete and Affiliate Codes are a way to show us how much you support your favourite members of our team as well as enjoy 10% off your order!

Please note that we are unable to apply an athlete/affiliate code, discount, or reimburse this percentage for an existing order.

Discount codes: We offer a 10% discount to our first responders, military personnel, and students through the identity verification programme offered by VerifyPass. You can find their data protection policy here.

Yes, you will be able to use a redemption code and a qualifying discount code together. For example, if you have a free shipping discount and a 10% discount, choose the one that suits your particular order best, and save the other for next time! Please note we are unable to apply gift cards and discount codes to an order once it is placed, we apologise for any inconvenience.

Make sure you are entering the code exactly how it is shown, without any extra spaces or characters. You may also want to double-check that you are shopping on the same website your code was issued from. For example, if the code was issued to you from our UK store, it can only be used on that store (and vice versa). If your code still isn't working, please contact our Support Team and they will sort this out for you as quickly as possible!

You'll earn between 1 - 1.5 points for every £1 spent on eligible purchases depending on your tier status. You can also rack up bonus points by completing activities such as leaving a review, following us on social media, donating to charity at checkout, or signing up for text alerts. For a full list of ways to earn, visit our rewards page.

Please note: you must be logged into your Alphalete account at the time of checkout to receive points—points cannot be applied retroactively once an order is placed.

You'll see your current tier and points balance when you're logged into your Alphalete account. Your tier is based on the total amount spent, please review tier eligibility thresholds.

Redeeming is simple: just log into your account and select an eligible reward at checkout. Points are automatically converted into store credit & can be applied to future purchases during checkout—no promo codes required.

Points cannot be combined across accounts. To make the most of your rewards, we recommend keeping your purchases under one email/login.

Once you complete the order, please allow 24-48 hours, from when your order ships, for your points to appear in your account.

If you issue a return within our 30-day policy, and a refund is issued, the points used will be reversed back to your account, which you can use on a new order.

Yes! If you were already part of our Loyalty Programme, your points are still intact. You'll continue earning points from the date you originally joined the rewards programme.

As soon as your account reaches the required total spend threshold, your tier will automatically update. You'll unlock your new benefits instantly—no wait time.

We encourage our customers to use their points as they accumulate them over time. Don't worry—we'll send you a reminder email to update you as you earn points so that you can use them. As long as you're making purchases or earning points in any way, your points will remain active.

Your tier status and its benefits are valid for 12 months from the date it was earned.

Alphalete is not a brand, it's not a product line, and it's most certainly not a supremely fitted Performance Tee (although we are known to make those exceptionally well).

Alphalete is a group of people. People with a relentless focus on making small, incremental improvements each and every day.

Since day one, our Mission Statement has pushed us to innovate and grow. Our focus has always been to bring value to our community, to lift someone's spirits, and to always listen to feedback in our pursuit to become the best that we can be.

We do this by always keeping our values at the forefront of everything we do, encouraging people to never stop developing themselves, to keep an open mind to what tomorrow may bring, and most importantly, to do what they say they are going to do when they say they're going to do it.

If you're ready to embrace these core values, look out on our social media for opportunities to join.

The official dates are set! Visit the Summer Shredding website for all of the details.

If there's an item you have your eye on, we recommend signing up for the newsletter at the bottom of our homepage. We'll send you a notification when products come back in stock, and about new launches that are coming up. That's it — no spam ever!

Need a hand? Our Support Team is here for you — please submit a ticket here with everything you want us to know!

Typically, we respond within 2 business days or less. If there are any delays in our time frame for unexpected reasons, you will receive an update via email after you submit a ticket.

Support Team hours of operation:

Monday-Friday: 8am-4pm CST

Holiday exceptions:

Christmas Eve: off
Christmas Day: off
New Years Day: off
Thanksgiving Day: off
Memorial Day: off
Labor Day: off
Independence Day: off

Please keep in mind our team is based in Texas, United States.

After submitting a ticket/email, you will receive a follow-up message outlining our current response time frames, and any additional information we want you to know while you wait for a member of our Support Team to assist you. Be sure to check your email's spam/junk folder — sometimes our messages can get stuck there!

Typically, our Support Team responds within 2 business days or less (with the exception of emails sent in after business hours or on the weekends). If you submitted a request on Friday after hours of operation, or over the weekend during high volume periods (such as launch events), please allow an additional 24 hours for our team to respond.

In the unlikely event that our requested time frames have elapsed, and you still can't find a response from our Support Team, please send us another on a new ticket.

Want to work out at the facility we call home? Check below for all the information you'll need. You can also visit their website or give them a call at (281) 969-7545.

Alphaland Gym Address:

1502 Industrial Drive Missouri City, TX 77477 United States

Hours:

Monday-Thursday: 5am-11pm
Friday: 5am-10pm
Saturday: 8am-9pm
Sunday: 10am-8pm

Effective January 1, 2021

With Alphalete's Distribution Centre located in the United Kingdom, Brexit has impacted how shipments are received by customers in EU countries. Below is a breakdown of what to expect when placing an order.

Orders Delivered to the UK

• Packages shipped within the UK should not experience any additional charges.

Orders Delivered to the EU

• Import duties, charges, and processing fees may be assessed upon entry into your country.
• Orders below £135 may not be subject to customs fees, but this is not guaranteed.
• VAT may still be charged at the applicable rate depending on the country of import, as well as by the courier delivering your package.

We appreciate your patience and understanding as we continue working behind the scenes to provide clear information so you can order with confidence.

Additional Details

When orders are shipped outside of the UK:

• HMRC will assess any inbound duties and taxes, which must be paid by the customer.
• Factors affecting the payable amount include:
  • The country of origin
  • Type of goods
  • Value of goods
  • Package weight

To ensure faster delivery, many couriers prepay duties and taxes on behalf of the customer and bill you afterward. Some couriers, such as DHL, may also apply an Advance Payment or Disbursement Charge for this service.

Important: If duties and taxes are not paid, your shipment will be returned to Alphalete.

Helpful Links

• Customs & VAT Information — HMRC Website
• Courier-Specific FAQs:
  • DHL FAQ
  • DPD FAQ
  • Royal Mail FAQ