Aloyogr Customer Service Policy

At Aloyogr, we’re committed to providing every customer with exceptional service that matches the quality of our yoga wear and accessories. We understand that a smooth, supportive experience—from post-purchase questions to returns—is just as important as helping you find the perfect gear for your practice. This policy outlines how we’ll assist you, so you can shop with confidence.

1. Return & Exchange Policy

We want you to love your Aloyogr pieces as much as we do. If you’re not completely satisfied, we offer flexible return and exchange options, subject to the following terms:

  • Eligibility: Items must be returned within 30 days of delivery (verified by your shipping confirmation email). Products must be in their original, unused condition—with tags attached, no signs of wear, stains, or damage—and in their original packaging (e.g., leggings bags, accessory boxes). Final-sale items (marked “Final Sale” on the product page) are not eligible for returns or exchanges.
  • How to Start a Return/Exchange:
  1. Send an email to our customer service team at [email protected] with your order number, the name of the item(s) you’d like to return/exchange, and a brief reason for the request.
  2. Our team will respond within 24-48 business hours (Monday-Friday, 9 AM-5 PM UTC) with a pre-paid return label (for orders within the continental U.S.) and step-by-step instructions. For international orders, we’ll provide return shipping guidelines, though return shipping costs may be the responsibility of the customer.
  3. Pack your item(s) securely and attach the return label, then drop it off at the designated shipping carrier.
  • Refund & Exchange Processing:
  • Refunds: Once we receive and inspect your returned item(s) (typically 3-5 business days after delivery to our warehouse), we’ll process your refund to the original payment method. Refunds may take 5-7 business days to appear in your account, depending on your bank or payment provider.
  • Exchanges: If you’re exchanging for a different size, color, or style, we’ll ship your new item(s) for free (within the continental U.S.) once we confirm receipt of your returned items. International exchange shipping costs may apply.

2. Order Inquiries & Tracking

We’re here to help you stay informed about your order every step of the way:

  • Order Confirmation: You’ll receive an email confirmation immediately after placing your order, including your order number and a summary of your items. If you don’t see this email within 1 hour, check your spam folder or contact us at [email protected] to verify your order.
  • Shipping Updates: Once your order ships, we’ll send a shipping confirmation email with a tracking number (provided by our shipping partners, e.g., USPS, FedEx). You can use this number to track your package’s delivery status directly on the carrier’s website.
  • Delayed or Missing Orders: If your package is delayed beyond the estimated delivery date (5-7 business days for continental U.S. orders, 10-14 business days for international orders) or marked as “delivered” but not received, contact us within 7 days of the estimated delivery date. We’ll work with the shipping carrier to locate your package or arrange a replacement/refund if necessary.

3. Product Defects & Warranty

We stand behind the quality of our yoga wear and accessories. All Aloyogr products are covered by a 90-day warranty against manufacturing defects (e.g., faulty stitching, broken zippers on bags, or fabric defects that affect use) from the date of delivery.

  • How to Claim Warranty: If you believe your item has a manufacturing defect, email [email protected] with your order number, photos/videos of the defect, and a description of the issue. Our team will review your claim within 48 business hours and provide a solution—either a free replacement, repair, or refund—at our discretion.
  • Exclusions: The warranty does not cover damage from normal wear and tear (e.g., pilling from regular use), improper care (e.g., washing in hot water when cold water is recommended), or accidental damage (e.g., tears from sharp objects).

4. Contacting Customer Service

Our team is here to assist you with any questions, concerns, or requests. Here’s how to reach us:

  • Email: The fastest way to get help is to email [email protected]. We aim to respond to all emails within 24-48 business hours (excluding weekends and major holidays).
  • Response Times: During peak periods (e.g., sales events, holiday seasons), response times may be slightly longer (up to 72 hours), but we’ll prioritize urgent requests (e.g., missing orders, defective items) to ensure you get timely support.

5. Privacy & Data Protection

Your trust matters to us. We will never share your personal information (e.g., name, email, shipping address, payment details) with third parties except as necessary to fulfill your order (e.g., sharing address with shipping carriers) or comply with legal requirements. For more details on how we collect, use, and protect your data, please review our (link to your Privacy Policy page, if applicable).

6. Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our services, shipping partners, or legal requirements. Any updates will be posted on this page, and we’ll notify customers of significant changes via email (if you’ve opted in to our mailing list) or a website banner. The most current version of the policy will always apply to your interactions with Aloyogr.

Thank you for choosing Aloyogr. We’re honored to be part of your yoga journey—and we’re here to support you every step of the way.