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. Log 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 the return. 
3. If your order contains more than one item, select those you wish to return. 
4. Select a reason for return and add a note for the store. 
5. Click on **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.

Do you 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 let us know your return request or via support@al-imen.be . . 

2 scenarios may arise: 

1 - Do you simply want to return one or more items that you did not like or ordered by mistake? As provided by law, you have a right of withdrawal up to 14 days after purchase. The return is then at your expense. After contacting us, we ask you to make a transfer of the delivery amount of your order in order to provide you with a Mondial Relay return shipping label. You will then have to drop off your package at the nearest Mondial Relay pickup point. 

2 - One or more items are defective, damaged, or do not match your order? After contacting us, we will provide you with a free shipping label to drop off the package at the nearest Mondial Relay pickup point. 

Return an item

Prepare the package

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

Return the item

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

You are refunded!

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

Package returned?

Keep the proof you received when you dropped off the package until you receive an email confirming that your package has arrived.

Do you want to return a product other than books, such as cosmetics, perfumery, or textiles?

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

Return tracking

Payment reminder

Partner items

Return conditions

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

You can try the items.

RELATED ANSWERS

I want to return one or more items

Return a partner item

Payment reminder

Make 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 the requested information so that we can resolve the issue as quickly as possible. We will contact you by email to inform you of the next steps.

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

Would you like to try again? Just reorder the item. 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 on "Notify me" on the product page and we will inform you as soon as it is available again.

RELATED ANSWERS

I wasn't home at the time of delivery

How do I track my package?

I don't have a return label

You want to make a return but don’t have the return label?

No problem!

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 will 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

The complete 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. It will take up to 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 the return of your packages.

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 your return is recorded and confirmed by email.

- On the date your order is validated (indeed, some card service 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. 

Can't 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, then you will have the opportunity to place a new order with the items that suit you. 

Items I cannot return

The following items cannot be returned for Al-imen:

• Cosmetics, perfumes, incense, honey, bottles, any type of container that has been opened. 
• Items whose tag is detached
• Clothes that have been worn*
• Cellophane-wrapped items that have been unwrapped. 
• Any item that has been damaged by yourself. 

*Items tried on to check 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 site, 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 as soon as a product is found 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, do not hesitate to contact our customer service via the following form: https://al-imen.com/pages/contact or via support@al-imen.be . .