How we handle it when something isn't right.
Last updated April 27, 2026
An audit is a piece of work made by hand. Once Alex has read your intake and your closet and put pen to paper, that work has been done — it can't be unsold. But it can absolutely be wrong, and when it is, we'll make it right.
Here is the short version, in three honest pieces.
If you've paid but haven't yet finished the intake form (or uploaded any wardrobe photos), email us at hello@alongthegrainline.com within 14 days of your purchase and we'll refund you in full. No questions, no friction. Life gets in the way; this is fine.
If you've sent us your intake and wardrobe photos but we haven't yet emailed you the audit, you can ask to cancel and we'll refund half of what you paid. The other half covers the time Alex has already spent reading what you sent — which, by then, is the bulk of the work.
Once the audit lands in your inbox, the deliverable is yours and we don't issue refunds. But if it misses — if a recommendation is out of step with your life, or a piece is genuinely the wrong size once it arrives — please tell us. Within 30 days of delivery, we will:
The seasonal subscription bills quarterly. You can cancel any time from your account; the cancellation takes effect at the end of the current paid quarter, and the seasonal lookbook for that quarter still goes out to you. We don't pro-rate mid-quarter refunds — but if you cancel and feel the lookbook didn't deliver, email us and we'll talk.
If a gift audit hasn't been redeemed yet (the recipient hasn't started the intake), the buyer can email us within 30 days of purchase for a full refund. After redemption, gifts follow the same three tiers above, with the recipient as the customer.
One email. hello@alongthegrainline.com. Tell us your order email and what's going on. Refunds are processed back to the original card within 5–10 business days.
If something is off, please write to us first. We're a small studio and we can almost always sort it out faster — and more generously — than a card dispute will. Chargebacks filed without a prior email to us cost real time we'd rather spend on the work.
The shorthand: if you haven't started, you get your money back. If we haven't delivered, you get most of it back. If we've delivered and it missed, we fix it.
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