FAQ & HELP CENTER

Alphalete has 4 different websites & distribution centers to best serve our customers worldwide. We recommend shopping through the website associated with the region you would like your order sent to — otherwise, your order may be subject to customs fees/taxes based on the retail value of the package. These fees are not determined or covered by Alphalete and are beyond our control.

• US site: alphaleteathletics.com
• CA site: alphaleteathletics.ca
• UK site: alphalete.uk
• EU site: alphalete.eu

You can submit a ticket here or you can send an email to support@alphalete.uk.

We aim to respond within 2 business days or less. If we are experiencing delays in our response times due to unforeseen circumstances or during high volume periods, you will receive an update via email when you submit your ticket.

Please keep in mind that our support team is based in Texas, United States — Central Standard Time Zone (UTC-6).

Support Team Hours of Operation:

Monday through Friday, 8am–4pm CST

Holiday Closures:

• New Year's Day: off
• Memorial Day: off
• Labor Day: off
• Independence Day: off
• Thanksgiving Day: off
• Christmas Eve: off
• Christmas Day: off

Our Support Team aims to respond to all tickets within 2 business days or less. After submitting a ticket/email, you will receive a follow-up message outlining our current response time frames & any additional information you should know while you wait for a member of our team to assist you.

If you haven't received a follow-up response, be sure to check your email's spam/junk folder — sometimes our messages can end up there!

If you submitted a ticket or sent us an email on a Friday after the support team's operating hours (8am–4pm CST), on the weekend, or during high volume periods such as launches & sales — please allow an additional 24 hours for our team to respond.

In the unlikely event that our provided time frame has elapsed and you still haven't received a response from our Support Team, please submit a new ticket here or via email at support@alphalete.uk.

We have our own retail store where you can shop our latest items — located at Alphaland Gym in Houston, Texas! Alphaland Retail is open to the public & does not require a gym membership (but we really recommend catching a workout during your visit).

*Alphaland Gym & Retail operate separately from Alphalete Athletics, therefore you cannot exchange or return clothing items that were purchased online at this time.

Alphaland Gym Address:

1502 Industrial Drive, Missouri City, Texas 77477, United States

Opening Hours:

Monday to Thursday: 5am–11pm
Friday: 5am–10pm
Saturday: 8am–9pm
Sunday: 10am–8pm

All of the most up to date information regarding tours, memberships, events, AlphaEats & more can be found on the Alphaland Gym website: officialalphaland.com — or you are welcome to stop by during opening hours!

Alphaland Gym Address:

1502 Industrial Drive, Missouri City, Texas 77477, United States

Opening Hours:

Monday to Thursday: 5am–11pm
Friday: 5am–10pm
Saturday: 8am–9pm
Sunday: 10am–8pm

For information about restocks & upcoming launches, we recommend signing up for our newsletter & following us on Instagram (@alphalete).

Alternatively, if an item you are interested in is out of stock, you can sign up for notifications on the product page by clicking the alarm icon above the size that is out of stock.

All Summer Shredding information can be found on the Summer Shredding website: summershredding.com.

We are always interested in exploring new partnerships & expanding our roster with Athletes and Affiliates embodying our mission to Become More.

If you are interested in working with us in this capacity, please email marketing@alphaleteathletics.com.

Please note that due to the volume of enquiries & varying business needs throughout the year, we cannot guarantee that you will receive a response within a certain time frame.

If your order has not yet started the fulfillment process

We are able to make the following amendments:

• Order cancellation
• Update shipping address

To make a change to your order before fulfilment — contact our support team as soon as possible. You can submit a ticket here or you can send an email to support@alphalete.uk.

Please note we are unable to retroactively apply gift cards & discount codes to an order once it is placed, we apologize for any inconvenience. Changes are not guaranteed before fulfillment.

If your order has already been fulfilled or shipped

If you have received a tracking number but need to change your shipping address, please contact the shipping courier associated with your tracking number.

After your order has been fulfilled or shipped, any other changes need to be processed as an exchange or return.

Not sure what to do? Reach out to our Support Team for guidance.

Order confirmations are typically sent within 15 minutes of an order being placed. If you haven't received your confirmation, we recommend checking your spam/junk folder & the account associated with your payment card to ensure that you did complete your transaction.

Still unsure or can't find it? Reach out to our Support Team with the name associated with your order, the country you were shopping from & any other information you have. You can submit a ticket here or you can send an email to support@alphalete.uk.

If an item was out of stock at the time of fulfilment, you will receive an email notification & the cost associated will be automatically refunded to your original form of payment.

If you did not receive an email notification about an out of stock item but are missing an item or received an incorrect item in your order, please submit a ticket to our support team here or send an email to support@alphalete.uk with the following information:

• Order Number
• The incorrect item(s) you received (if applicable)
• The item(s) you are missing (if applicable)
• Photo of the packaging your order arrived in & the items you received

All missing or incorrect items must be reported within 30 days of the package being marked as delivered.

After a ticket has been logged, we can either send you the item(s) you are missing (subject to availability) or issue a refund.

You may be required to return incorrect items in your order to our warehouse — if so, our support team will provide you with a pre-paid return label.

The following details apply to orders placed on our UK/EU websites — for orders placed on our US & Canada sites, please see the US/CA return/exchange policy.

Overview

• You have 30 days from the date your order was delivered to initiate a return or exchange.
• Items that are marked as "final sale" at the time of purchase have 14 days from the date the order was delivered to initiate a return or exchange.
• Items returned to us after the 14-day or 30-day window has closed cannot be refunded and will not be returned to you.
• Alphalete does not cover the cost of return shipping at this time.

Any returns that are received at our warehouse 45 days or more from the original delivery date of your order may be subject to denial. If your return is delayed unexpectedly, please contact our support team as soon as possible.

If your return is denied, we will notify you via email & your item(s) will be re-shipped to you within 4-7 business days at no additional cost.

Missing, Faulty, Damaged or Incorrect Item Received

In the unlikely event that you received an incorrect item, are missing an item from your order or an item is faulty/damaged in any way, please submit a ticket to our support team. You can submit a ticket here or you can send an email to support@alphalete.uk.

Please ensure that any errors or issues with your order are made clear alongside any additional requests for a return or exchange.

Returns, Exchanges & Refunds

Alphalete does not cover the cost of return shipping at this time.

We gladly accept returns for both refunds and exchanges (subject to availability). If you are returning your entire order, please note that the original shipping costs will not be refunded. Exchanges can only be applied to the same item & color in an alternative size. If you would like a different style or color, please return your item for a refund & place a new order.

If your exchange cannot be completed due to lack of inventory, a refund will be issued.

Please allow our team 7-10 business days to inspect & process your return/exchange after it has been delivered to our warehouse. If your return has not been processed within that timeframe, please contact our support team so we can assist you with urgency.

Things to note before returning your item(s):

• Items must be unwashed & not put through a dryer
• Items covered in animal/human hair are subject to denial
• Items covered in lint, powder, skin cells or other matter are subject to denial
• Items with piling may be subject to denial
• Items with strong odors such as smoke, cologne, detergent, scented sprays, body odor, etc., will not be accepted
• Items with markings or other stains (such as deodorant) will not be accepted
• Alphalete hang tags & garment sizing labels must be attached
• Swimwear can be returned if the original liner is still attached. If the liner is detached, it cannot be returned or exchanged for hygiene reasons
• Water bottles, face masks, underwear, bodysuits & socks cannot be returned or exchanged for hygiene reasons

*The above does not affect your rights if an item is faulty or not as described — see the "Right to Cancel Information" section for more information on your rights as a consumer.

If you would like to return or exchange, please see instructions in the separate sections below for UK/International & EU returns.

Please ensure you are returning your order to the correct store — these instructions are for orders from our UK site: alphalete.uk

Prior to sending your items back, please read the section above "What is your return/exchange policy?" for full details surrounding our return & exchange policy and product terms & conditions.

Important Notes:

• Alphalete does not cover the cost of return shipping at this time.
• We cannot exchange for an item with a higher value than the one being returned.
• If we are unable to fulfill your exchange request due to insufficient stock, a refund will be issued instead.
• Alphalete is not responsible for return packages that are lost in transit. We recommend using a tracked shipping method to ensure delivery to our warehouse.

Return Package Instructions:

1. Please include your original packing slip or a note with the following information:
   • 6-digit order number ending with "EU"
   • First & Last name on the order
   • Email address associated with the order
   • Instructions indicating whether you prefer a refund or an exchange
   • For exchanges:
     • Specify the size of the requested item
     • Items can only be exchanged for the same item & colour in an alternative size
2. Send your items to the appropriate address below:

   For Postal Services that deliver to PO Box (i.e. Royal Mail)
   Alphalete Athletics
   PO Box 10621
   Mansfield
   Notts NG18 9JR

   For Couriers that cannot ship/deliver to a PO Box (i.e. DHL, FedEx, Evri, etc.)
   Alphalete Returns
   Adamsway
   Mansfield
   Nottinghamshire NG18 4FW

3. Please keep your tracking information & receipt until your refund or exchange has been processed!

Still have questions? Reach out to our support team! You can submit a ticket here or you can send an email to support@alphalete.uk.

Please ensure you are returning your order to the correct store — these instructions are for orders from our EU site: alphalete.eu

Prior to sending your items back, please read the section above "What is your return/exchange policy?" for full details surrounding our return & exchange policy and product terms & conditions.

Important Notes:

• Alphalete does not cover the cost of return shipping at this time.
• We cannot exchange for an item with a higher value than the one being returned.
• If we are unable to fulfill your exchange request due to insufficient stock, a refund will be issued instead.
• Alphalete is not responsible for return packages that are lost in transit. We recommend using a tracked shipping method to ensure delivery to our warehouse.

Return Package Instructions:

1. Please include your original packing slip or a note with the following information:
   • 6-digit order number ending with "EU"
   • First & Last name on the order
   • Email address associated with the order
   • Instructions indicating whether you prefer a refund or an exchange
   • For exchanges:
     • Specify the size of the requested item
     • Items can only be exchanged for the same item & colour in an alternative size
2. Send your packaged items to the address below:

   Bukarester Str. 11, 93055
   Regensburg, Germany

3. Please keep your tracking information & receipt until your refund or exchange has been processed!

Still have questions? Reach out to our support team! You can submit a ticket here or you can send an email to support@alphalete.uk.

The following details apply to orders placed on our UK/EU websites — for orders placed on our US & Canada sites, please see the US/CA return/exchange policy.

Items that are marked as "final sale" at the time of sale have 14 days from the date your order was delivered to initiate a return or exchange.

Items marked as "final sale" are still covered under our Warranty Policy & your Right to Cancel.

Please contact our customer support team if you need additional assistance or guidance. You can submit a ticket here or you can send an email to support@alphalete.uk.

Please allow our team 7-10 business days to inspect & process your return/exchange after it has been delivered to our warehouse. If your return has not been processed within that timeframe, please contact our support team so we can assist you with urgency. If you are making an exchange, please allow our team 7-10 business days to inspect & process your return before your exchange order is created/dispatched.

Refunds

• After your return has been processed & approved, the cost of the returned item(s) will be refunded to the original payment method used at checkout.
• Refunds typically take 3-5 business days to process after your return has been approved.

Exchanges

• Exchanges are only available for an alternate size of the same product and color.
• If the requested size is out of stock, a refund for the returned product(s) will be issued instead.

The following details apply to orders placed on our UK/EU websites — for orders placed on our US & Canada sites, please see the US/CA return/exchange policy.

We have a 90-day Warranty Policy that covers all items purchased on our sites! Each product's warranty begins after your package has been delivered. Items deemed defective by the manufacturer or damaged within the policy timeframe are covered.

As a customer of the UK/EU, your legal rights regarding faulty goods or goods that are not as described are not limited by our warranty policy — under UK and EU consumer law, these rights apply for a minimum of two years from delivery, and longer for some countries.

Separate from our general return policy, our 90-day warranty and your extended consumer rights, you have a legal right to cancel your order within 14 days of receiving your goods, without any given reason (see "Right to Cancel Information").

In the unlikely event that you've received an incorrect item, you are missing an item from your order or an item is defective/damaged in any way, please submit a ticket to our support team. You can submit a ticket here or you can send an email to support@alphalete.uk.

Failure to communicate any damaged or defective items to our support team prior to returning will lead to your item(s) being subject to our returns policy & standards, along with any costs that may be associated with a denied return.

If you experience any of the following issues, they may be covered under our warranty policy or your extended rights as a UK/EU customer:

• Holes
• Rips/tears
• Logo/Label issues
• Manufacturing Errors
• Missing features
• Limited one-off occurrences (subject to approval)

Dye Process Disclaimer: All of our pieces undergo a dip dyeing process to obtain the Alphalete exclusive color palettes. Dyes may slightly alter the fit or feel of the material — this might impact the compression or the stretch of the fabric. Therefore, items of the same style may vary slightly between colors.

Color Variations: The combination of pigments used to create each color may alter the color of the item in different lighting. Different styles with the same color name may vary in shade, as the dye can take differently to different fabrics. Although we do our best to display each item & color in the most accurate way, items displayed in studio lighting may vary slightly from indoor or natural lighting. We are not responsible for any misconceptions caused by customizations in the color display of the devices used to browse our site.

Please note that some product descriptions share possible variations in fit/feel across colors.

Sheerness & Care Guide: We do not consider sheerness to be a defect, therefore any unwanted item(s) due to sheerness must be processed as a return within the normal timeframe & must be eligible to be returned. Please note that some pieces may include information regarding sheerness at full stretch in the description.

Care Guide: Each product page lists the care guide for the item. Failure to follow the care guide may void the Warranty Policy.

This policy was made effective on April 16, 2022. Please contact our support team if you have any questions or if you require assistance.

We are proud to stand behind the quality of our pieces, including those that are discounted or marked as "Final Sale". All items purchased directly from Alphalete Athletics are covered under our standard 90-day Warranty Policy.

As a customer of the UK/EU, your legal rights regarding faulty goods or goods that are not as described are not limited by our warranty policy — under UK and EU consumer law, these rights apply for a minimum of two years from delivery, and longer for some countries.

Separate from our general return policy, our 90-day warranty and your extended consumer rights, you have a legal right to cancel your order within 14 days of receiving your goods, without any given reason (see "Right to Cancel Information").

Please note that items marked as "Final Sale" at the time of your purchase must be returned for refund or exchange within 14 days of delivery if they are not covered under our Warranty Policy or UK/EU consumer law.

Not sure if you are covered? Reach out to our support team for assistance!

Separate from the general return policy above, you have a legal right to cancel your order within 14 days of receiving your goods, without any given reason.

To exercise this right, you must clearly communicate to us within those 14 days that you wish to cancel your order. A template is provided at the end of this section for guidance on what to include in your notice. You can submit a ticket here or you can send an email to support@alphalete.uk.

If you choose to cancel your order for any reason, you must send the goods back to us within 14 days of giving notice. We will refund all payments received from you, including the standard delivery cost you paid on your original order, within 14 days of receiving the goods or receiving evidence that you have sent them, whichever is earlier.

The right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery. This includes underwear supplied in a sealed garment bag.

Template for Cancellation Notice:

(UK & International orders placed on alphalete.uk)
To: Alphalete Athletics - Adamsway, Mansfield, Nottinghamshire NG18 4FW, support@alphalete.uk

(EU orders placed on alphalete.eu)
To: Alphalete Athletics - Bukarester Str. 11, 93055, Regensburg, Germany, support@alphalete.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

• Item(s):
• Ordered on (date):
• Received on (date/if applicable):
• Order number:
• Name of consumer(s): [insert name associated with the order]
• Address of consumer(s): [insert address associated with the order]
• Signature (if/when possible) or name of person submitting cancellation notice
• Date of submission

Alphalete has 4 different websites & distribution centers to best serve our customers worldwide. We recommend shopping through the website associated with the region you would like your order sent to — otherwise, your order may be subject to customs fees/taxes based on the retail value of the package. These fees are not determined or covered by Alphalete and are beyond our control.

• US site: alphaleteathletics.com
• CA site: alphaleteathletics.ca
• UK site: alphalete.uk
• EU site: alphalete.eu

Our UK site serves: the United Kingdom & International customers.

Our EU site serves: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

Shipping options are dependent upon your location — available options will automatically populate at checkout after you enter your shipping address.

We strictly prohibit the use of forwarding addresses on orders from any of our websites.

If you cannot see your country or shipping location at checkout, we recommend visiting another one of our websites:

• US site: alphaleteathletics.com
• CA site: alphaleteathletics.ca
• UK site: alphalete.uk
• EU site: alphalete.eu

If we detect a forwarding address is in use, your order is subject to immediate cancellation. If an order using a forwarding address is fulfilled, Alphalete is not liable for lost/missing orders.

Shipping timeframes do not include the warehouse fulfilment timeframe. Business days exclude weekends & holidays. Once your order has been fulfilled and handed off to the courier, any delays in transit are beyond our control.

Courier Contacts:

If you experience delays after your order has shipped, please contact the courier directly:

• Parcel Force: 0344 800 4466
• DHL: 0844 248 0844
• DPD/DPP: 01805 373 200
• Hermes: 0330 808 5456

If you haven't received a delivery notification, start by following "How do I track my order?"

If your order is marked delivered but you do not believe you have received it — we suggest double checking around your property, mailbox, front desk/package locker area and with neighbors first.

Couriers recommend waiting an additional 5 business days for delivery after you receive the "delivered" notification — it is very common for packages to be delivered a few days after being marked as delivered.

We strictly prohibit the use of forwarding addresses on orders from any of our websites. If an order using a forwarding address is fulfilled, Alphalete is not liable for lost/missing orders.

If you still have not received your package, you need guidance on next steps or if you have questions about making a claim, please contact our support team within 15 days of the marked "delivery date".

You will receive an email with a tracking number when your order has been packed at our warehouse. Your shipping confirmation email is sent after the initial order confirmation and may take 3-5 business days.

Tracking Number Identifications

• DHL tracking numbers begin with GM, LX, or RX.
• DPD/DPP tracking numbers begin with RS. These packages are transferred to your local courier for final delivery. For updates after the transfer, please contact your local courier.
• DX tracking numbers vary in length and can contain both numbers and letters.
• Parcelforce tracking numbers can be 9, 11, 13, 14, 16, or 21 characters long and may include both numbers and letters.

If you are having difficulty finding your tracking number or if you have any questions, our customer support team is available to assist here.

If your tracking shows that your package is being returned to our warehouse, this could be due to an invalid shipping address, a failed delivery attempt or a customs issue. Please contact our Support Team so we can assist you with the next steps once the package arrives back at our facility.

The warehouse fulfilment timeframe is the amount of time that you should anticipate before your order is shipped out.

Our fulfillment timeframe is separate & in addition to the delivery timeframe associated with the shipping method chosen at checkout. There may be delays during transit that are beyond our control — we suggest contacting the shipping courier for any questions you may have regarding delivery.

Our current fulfilment time frame is provided in your order confirmation. If there are any delays or issues with fulfillment after your confirmation email is sent, we will communicate with you accordingly.

We aim for all orders to be fulfilled within 5-7 business days — this is subject to increase to 7-10 business days during our launches or public holidays, 10-15 business days during high volume events such as Black Friday or our Birthday Sale.

After your order has been packed, it is collected by the associated shipping courier from our warehouse & you will receive an email with a tracking number.

Once your order has been fulfilled and handed off to the courier, any delays in transit are beyond our control.

If you are shopping from our UK website (alphalete.uk) and located outside of the United Kingdom, your order may be subject to customs fees/taxes based on the retail value of the package. These fees are not determined or covered by Alphalete and are beyond our control.

If you require a more detailed outline of what to expect when your package arrives in your country or if you have questions regarding a bill you have received for import fees/taxes, please contact your local customs office or the courier that you received the bill from.

We recommend shopping through the website associated with the region you would like your order sent to in order to avoid customs fees or import tariffs.

• US site: alphaleteathletics.com
• CA site: alphaleteathletics.ca
• UK site: alphalete.uk
• EU site: alphalete.eu

If you need assistance selecting the best site to place your order, or if you have questions about incurred courier fees, please contact our support team here.

We currently accept the following payment methods:

• Credit/Debit Card: Visa, Mastercard, Maestro, American Express, Discover, Diners Club, UnionPay, Elo
• Klarna
• Shop Pay
• PayPal
• Apple Pay
• Google Pay
• Gift Card (Alphalete Athletics)

If you need to return or exchange an order placed on a Visa Gift Card, any refund issued will automatically go back to the card used at checkout. If the gift card was disposed of after using & funds are unable to be accessed, this is the responsibility of the customer, not the responsibility of Alphalete. We do not currently recommend the use of Visa Gift Cards.

Alphalete Athletics Gift Cards are only valid on the website they are purchased from.

Gift Cards purchased online are unable to be used in our retail location at Alphaland Gym.

If you are unsure what currency or site your gift card is associated with, please reach out to our support team for assistance here.

Note: We are unable to apply gift cards and discount codes to an order once it is placed.

Yes you can use multiple gift cards on a single order — there are no restrictions whatsoever!

Note: We are, however, unable to apply gift cards and discount codes to an order once it is placed.

If your gift card is not working, first, be sure you are using the correct site — Alphalete Athletics Gift Cards are only valid on the website they are purchased from.

We recommend copy/pasting the gift card's code exactly as shown, if possible — no extra spaces or characters.

If your gift card is still not working, please contact our support team for assistance here.

If you paid fully with a gift card: The refund amount will be credited to the same gift card you originally used after your return/exchange is processed.

If you paid partially with a gift card: The refund amount will be credited to the gift card used on the order first. Any remaining amount will then be refunded to the other form(s) of payment used on the order.

If you no longer have your original gift card code or require additional assistance, please contact our support team here.

We offer a number of ongoing discounts & run seasonal sale promotions throughout the year.

We are proud to offer 10% off to those who serve, protect & educate. To begin receiving this discount — first responders, military personnel & students must verify their eligibility via Verifypass here.

Our Athlete & Affiliate codes are another way to receive a 10% discount year-round, while showing support to your favorite members of our roster. Discount codes associated with athletes & affiliates are promoted by each individual. The discount percentage is subject to change during promotional periods. Athlete & Affiliate codes cannot be applied retroactively.

For information about restocks, upcoming launches & sales and exclusive discounts, we recommend signing up for our newsletter + following us on Instagram (@alphalete).

Note: we are unable to apply promotions or discount codes of any sort to an existing order.

You are able to use a redemption code & qualifying discount code together.

Example: Your order of £120 qualifies for free shipping & you also have an athlete code for 10% off

Typically, we will clearly outline if a promotion or discount code is unable to be stacked with other discounts or sales. If you are unable to combine 2 different discount codes at checkout, we recommend choosing the one that suits your particular order best.

If you are unable to combine 2 different discount codes at checkout & believe this to be an error, please contact our support team for assistance here.

Note: We are unable to apply gift cards and discount codes to an order once it is placed.

Discount codes are subject to change or deactivation at any time, for varying reasons. If a code is not working, it may no longer be active or available.

Discount codes must be entered accurately, without extra spaces or characters.

Some discount codes are dependent upon eligibility (Example: If a discount code is for 20% off orders of £200 or more, your order must be £200 or more to qualify for the discount).

Some discount codes are region or customer specific, please ensure that the code you are trying to use was issued to you on the site you are shopping.

If your discount code is unable to be used at checkout & you believe this to be an error, please contact our support team for assistance here.

It's very easy to join our loyalty program & begin earning points — just create an Alphalete account on the site you are shopping & ensure you are logged in at the time of purchase.

Visit our dedicated loyalty program page to create an account & see all the ways to earn points: alphalete.uk/pages/membership

At this time, our loyalty program is unique to each region & rewards can only be redeemed on the site associated with your account. If purchases are made from multiple regions, you will need to create a new account on each site individually to accumulate points. Any points accumulated on separate sites cannot be transferred or combined.

NOTE: you must be logged into your Alphalete account at the time of checkout to receive points for your order — points cannot be applied retroactively once an order is placed.

Points will be credited to your account within 24-48 hours of your order shipping.

Points are automatically converted into store credit & can be applied to future purchases during checkout.

To redeem your points, log in to your account & select an eligible reward at checkout.

Points cannot be combined across accounts. To make the most of your rewards, we recommend keeping your purchases under one email/login.

If purchases are made in multiple regions, you will need to create a new account on each site individually to accumulate points. Any points accumulated on separate sites cannot be transferred or combined.

If you were previously a customer on our UK website but are located in the EU, please reach out to our customer support team if you are having issues accessing your points or loyalty account.

NOTE: you must be logged into your Alphalete account at the time of checkout to receive points for your order — points cannot be applied retroactively once an order is placed.

Your points will remain valid as long as your account is active/in-use.

We encourage customers to use points as they accumulate them & will send you reminder emails to ensure you are making the most of the rewards you have earned!

Any points that were earned during your purchase will be adjusted to account for returned items.

If you paid for your order (fully or partially) using points, the points redeemed will be reimbursed to your account after your return is processed & accepted.

Please contact our support team with any questions or concerns regarding the points on your account.

You can view your current tier & points balance by logging into your Alphalete account.

Your tier is based on the total amount spent — as soon as your account reaches the required total spend threshold, your tier will automatically update & new benefits will be unlocked instantly.

Your tier status & associated benefits are valid for 12 months from the date of your qualifying purchase.

If you have any questions regarding your tier status or points, please review tier eligibility on our Loyalty Program page or reach out to our support team for assistance here.