Please check your order confirmation to see whether the item is sold and delivered by BrandAlley or one of our trusted partners.
Sold & Delivered by BrandAlley return policy:
You will have 30 days to return your parcel back to us from the date of delivery. All items returned must be unused with labels in-tact, and in their original packaging. Unfortunately, due to the way we manage stock within our warehouse, we are unable to offer exchanges.
For hygiene reasons, we are unable to accept returns on: Lingerie, hosiery, earrings, cosmetics/beauty products, and food products containing alcohol. Should these items be returned to our warehouse, we can refuse to refund these returned products. Swimwear is returnable providing the hygiene strips are in-tact.
How do I create a BrandAlley return?
To return an item to us, you will first need a returns label. This can be created on our Return portal.
Please note that returning items and any associated expenses are the responsibility of our customers. If you choose to use BrandAlley's Royal Mail returns service, a deduction of £4.75 will be made from your refund to cover the cost of returns and restocking fee and £7.95 for our FedEx return service.
When it comes to returning orders, each order must be returned individually.
How do I return my BrandAlley item(s)?
Please follow the steps below to return your items:
Repackage your unused products securely using their original packaging.
Create your return label using our Return portal.
Please note that your order number starts with 'UKO' followed by 12 digits. The portal will not recognise your order if you use '0' (zero) instead of 'O' (the letter O).
Once you have your return label printed and ready, you can take it to any post office or FedEx parcel shop to send it back to us. If you don't have access to a printer, most post offices can scan the QR code and print the label for you. Make sure you have the downloaded label accessible for them to do this.
For any oversized items, please use the 'Contact Us' button in the top right corner of this page.
When will I be refunded?
Once we have received your return, this will be inspected by our returns team within 72 hours. Please kindly note a Sunday, at this time, is unable to be counted within this inspection time scale. Your refund will then be processed within 14 days, after the warehouse has inspected and processed your return. We'll send you an email to let you know as soon as it's been completed.
My item is wrong/faulty, what should I do?
We are sorry to hear that! Please use the 'Contact Us' button in the top right corner of this page, the team will advise you on how to proceed.
Returning an order from the Republic of Ireland.
Customers will need to source their own courier for their returns.
Please note BrandAlley are not liable for any losses or damage caused by the return courier, the customer will need to claim compensation back from their chosen courier.
Any incorrectly returned items will be returned back to the sender under the same tracking reference used for the return. BrandAlley is not liable for any losses caused due to the loss or damage to an incorrectly returned item. The sender will need to contact the courier to pursue a claim for any losses.
Sold & Delivered by trusted partner return policy:
Personalised and made-to-order products are non-returnable and non-refundable.
Please be aware that items will be shipped directly by the brand and therefore our returns period and charges for these items will not apply. If you have any questions about how to return these particular items, please contact our seller directly by going to your account and selecting the 'My Orders' section. Once you've selected your order, you will see that the item will have a 'message' option, this can be used to speak directly with the seller who can answer any queries you may have about your return. Some brands may charge a return fee or a restocking fee, this amount will be deducted from your refunded amount when the return is processed in their warehouse. The brands will confirm this amount to you when you request a return for your order.
Please ensure to add images and a clear description if you have a fault with your order.