Shipping and Returns
Shipping
We sell items that ship from both the USA and abroad. Items ship from the US unless otherwise noted in the product description. Shipping costs vary and can be seen by adding the item(s) to your cart.
Shipping times vary depending on the item. We do our best to ship all items as quickly as possible and most items ship within a few business days. Made-to-order items may require longer for production. Some items shipped from abroad or certain warehouses may also take slightly longer to process but generally depart within a week.
Delivery time also varies. Items shipped from within the US usually arrive between 2 days and a week after shipment. Shipments from abroad vary more widely but most often arrive within 1-3 weeks. We provide tracking and or shipment/delivery confirmation for 99% of orders.
In rare instances, if an item ships from both the US and abroad and US stock is unexpectedly depleted, to ensure faster delivery we may ship from abroad via an expedited service.
Please understand that delays are possible, whether due to Covid or some other crisis, postal system or carrier issues, etc. We do our best to navigate issues and see that customers receive items as quickly as possible at a reasonable cost. If an item does not arrive or arrives damaged, please let us know and we will work with you to resolve the issue.
Faster shipping is available for many items. If desired, please contact us for availability and cost prior to purchase.
Delivery Issues
Customers are responsible for contacting us within a reasonable timeframe when an order is not delivered or seriously delayed. We cannot help track down packages that went missing 3, 6 or 8 months prior.
In the event that an item shows as delivered but was not received, please check with others at the location and then contact us promptly. It may be as simple as system glitch or we may advise that you contact the carrier.
We will do our best to help locate the parcel, open any necessary cases, etc. However, official findings of the carrier are generally considered final. Please understand that this is also due to rampant fraud. Most delivery confirmation scans are now GPS tagged. Neither we nor the shipping carriers can be responsible for the security of your delivery location, theft by neighbors, etc. In such instances, we may advise or work to help any way we can but replacements and refunds are solely at our discretion.
Cancellations and Refunds
In the event that an order cannot be filled or a customer requests cancellation prior to processing and/or shipment, the order will be cancelled will be fully refunded. Orders which have been processed (especially for made-to-order items) may not be able to be cancelled if already in process.
For authorized returns, refunds will be provided only after the returned items have been received & verified.
Returns & Exchanges
We stand by the items we sell and do accept cancellations, returns and exchanges under reasonable circumstances.
However, due to increases in fraud, buyers purchasing without reading the product and shipping info, etc. we do reserve the right to refuse return or exchange or to charge restocking fees.
Returns must be requested and approved. Customers should contact us within a reasonable amount of time after delivery. We will provide either an address for the return or a label.
Some items such as lingerie, intimates, undergarments, etc. cannot be returned or exchanged. Please carefully review any sizing information prior to purchase.
We also restrict returns of costumes, prop replicas, cosplay items and seasonal decor as we are not a rental company. However, we will consider timely and reasonable requests.
Parcels which are unclaimed, marked refused or return-to-sender may not be refunded. Such parcels often aren't returned, are returned to incorrect locations or with important information obscured which makes them difficult if not impossible to connect with original order data. Customers must accept delivery and then contact us to arrange proper return.
In the instance of defect, error, serious delay, etc. we will provide printable pre-paid return labels. Returns for reasons other than defect or error are at the buyer's expense. For returns at the buyer's expense, pre-paid return labels can be provided and deducted from refund or credit.
Under most circumstances we do not accept return or exchange of holiday, event related or seasonal items within proximity of, or after the date or season has passed. Please understand that this policy is necessary due to rampant fraud and abuse.
Buyers are responsible for reading product descriptions, sizing information, etc. and allowing adequate time for processing, shipment and delivery. Unless otherwise clearly stated or communicated, we do not guarantee delivery by a certain date or within average estimated timeframes.
Sizing
Clothing or jewelry can be difficult to size online. Customers are responsible for reviewing sizing information in listings. If purchased in good faith, based on the information provided or in the case of genuine error, we will generally accept exchanges for items like t-shirts or jewelry.
Items must be returned within a reasonable time frame.
Lingerie and intimates cannot be returned or exchanged. Please carefully review sizing information or contact us with questions prior to purchase.
Returned items must be in the condition in which it was received. Items which have been worn or washed & certain items such as undergarments or bespoke items cannot be returned or exchanged.
Seasonal, event related or holiday items are excluded unless a special exception is made based on the specific circumstances.
Made-to-Order Items
Some of the items we sell are made-to-order, meaning that they are not produced until your order is placed and are specifically created to fill your order. In most cases we will accept returns of and exchanges of non-customized, made-to-order items within a reasonable timeframe. However, items must be returned in the condition received and we reserve the right to charge a restocking fee.
Custom and Bespoke Items
We guarantee the quality and details of custom, bespoke and personalized items as stated in product listings and communications. However, as such items cannot be resold to others, we do not accept returns of custom, bespoke or personalized items.
Collectible and Limited Edition Items
Sales of items deemed limited editions or collectibles are generally considered final.
That said, we take customer satisfaction very seriously and will consider refunds or exchanges for these products on a case-by-case basis. Items must be in the same condition in which they were received. For some items this may include all packaging & inserts. Return shipping costs and/or restocking fees may apply.
Warranties
ALCHEMY GOTHIC products are covered against defects in workmanship by the Alchemy Guarantee for the lifetime of the product.
Alchemy products can also be exchanged or returned for refund within 14 days of receipt. Please contact us prior to returning items to obtain an authorization. Items must be unworn/unused & in the same condition received including all Alchemy packaging and inserts. We do not provide return postage for correctly shipped items. Some items may be subject to a 15-25% restocking fee. Please allow up to 2 weeks for exchange or 21 days for the completion of any refund to allow time for receipt, processing of the return and/or replacement order, etc. Please be aware of your bank or credit card's policy and timetable for posting account credits.
Other Items
Some other items may carry warranties. See product descriptions and/or product packaging and inserts.
We do not directly warranty any goods beyond guaranteeing that items are as described, arrive safely and free from any major flaw or defect.
Please be aware that items shipped internationally may be subject to customs fees or import duties. Buyers are responsible for understanding these fees. Shipments can also sometimes be delayed at customs inspection for longer periods of time or face other delivery delays.