Refund policy

We want you to feel good in what touches your skin. If something is not right, here is how we sort it out.

Window. Returns and exchanges are accepted within 7 days of receiving your order. For pre-orders, the 7 days start the day your item arrives, not the day you ordered.

Condition. The item must be unworn, unwashed, free of odours, perfume or stains, with all original tags attached.

Cancelling before it ships. Because Drop 1 is a pre-order, you can cancel any time before your item ships and we will refund you in full. Just message us. No reason needed.

If we got it wrong. Wrong item, wrong size on our part, or a manufacturing defect: we cover it completely. We pay return shipping and send the correct item or a full refund. Send us a photo and we will sort it.

If it arrives damaged, or does not arrive. Tell us within 7 days of the delivery date and we will replace it or refund you. That is on us to resolve with the courier, not on you.

Size exchange. One size exchange per order, subject to stock, with the item meeting the condition above. A ฿70 shipping fee applies. Waived if the error was ours.

Change of mind. Return within the window in original condition for a refund. Return shipping is paid by you for change-of-mind returns.

Discounted items. Anything bought with a discount code, including waitlist codes, can be returned on the same terms. You are refunded what you actually paid.

Refunds. Once we receive and inspect your return we process it within 5 to 7 business days, back to your original payment method. For PromptPay and cash on delivery orders we refund by bank transfer.

How to start a return. Email queenie@alteredactive.co or message @alteredactive.bkk on Instagram with your order number, the reason, and a photo. We reply within one business day and send you the return address. Please do not send anything back before we have confirmed, we may not be able to trace it.

Not returnable. For hygiene reasons headbands are final sale unless faulty.