Alteration & Exchange
Our privacy policy is subject to change at any time without notice. To make sure you are aware of any changes, please review this policy periodically.
1. What product(s) are eligible for alteration or exchange?
Our goods come with quality assurance guarantees. Since we are a made-to-order brand, we do not issue refunds or returns for the garments. However we can alter the garment if there should be any measurements which do not match our size guide.
Please let us know within 7 days of purchasing the goods by contacting our team at atelier@anaario.com. Kindly include as many details as possible about the order and the problem with the goods, including the following:
- The nature of the defect
- A copy of the original invoice that was issued to you at the time of purchase
- What product(s) cannot be altered or exchanged?
The following products are not eligible for alteration or exchange:
- Garments that are hand-blocked printed are done so with vegetable dyes, hence the print, motifs, or colours may have slight irregularities. Since there is human involvement in the process, the raw craftsmanship of our products will stand out as a result. This will not always be the case, so kindly do not identify it as a manufacturing defect.
- Garments may bleed when washing instructions are not followed carefully. Hence, we advise that you wash the garments with love by following the wash instructions carefully.
- Products that fail to meet any one of the criteria listed above for alter and exchange.
- IO Swimwear products are not returnable under any circumstances, due to hygiene reasons. We request you to please go through our size guide or get in touch with our team for any queries on atelier@anaario.com
- How do I initiate a alter or exchange?
Simply send an email to our team at atelier@anaario.com, within 7 days of purchasing the goods and place a request. Please ensure that you provide reasons for your alter and also provide the original invoice if requested to do so.
A mandatory video must be provided when opening the package when received from courier, so our team can look into it / if any missing product. Without this video of unpacking, we will do be able to much.
In some cases, we may need you to fill out certain documents to process your return. We will let you know when this is the case. Please ensure that you carefully fill out the documents and return them to us within the specified time frame.
- What are the handling charges for alteration?
We are happy to alter the product(s) and send it back to you free of cost, if any product(s) that comply with our Returns and Exchange Policy. Simply contact our Customer Service team at aterlier@anaario.com. Product will have to be sent back to us via your courier service by you, and we will alter the product(s) only if it does not match our size guide or after inquiry of the said product.
- Can I exchange a product for “change of mind”?
Unfortunately, we do not take a garment back if you change your mind. Since we only process orders when we receive the requests, taking back garments will go against our environment-friendly, no-wastage policy. We encourage you to reach out to us before placing an order so that the right size, customization, and requests are met before delivery.
- How long does it take to process the alteration?
Depending on the nature of your request, it usually takes 7-10 business days (excluding public holidays) to process your alteration from the time we receive your product.
- What is the order cancellation timeline?
You can cancel an order within 24 hours of placing the order through the Website. Simply contact our Customer Service team at atelier@anaario.com, as quickly as possible, to cancel the order and provide the reason for the cancellation.
- Can I cancel one or a few items from my order?
Partial cancellation requests are possible within 24 hours of placing the order. Cancellation is applicable on the whole order and a new order will need to be placed for those items that you still wish to purchase.
