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 £3.95 will be made from your refund to cover the cost of this service and £7.95 for our FedEx return service.
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.
- 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 contact our Customer Experience team.
When will I be refunded?
We will process your refund within 14 working days of receiving your return. You will be sent a notification email once your refund has been processed. Please keep your proof of return (or take a photo of it) and hold onto it until your refund has been processed, just in case we need to refer to it.
My item is wrong/faulty, what should I do?
We are sorry to hear that! Please contact our Customer Experience Team who 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 contact our Customer Experience Team with your return receipt and a confirmation of which items have been returned from your order.
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 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.
Please ensure to add images and a clear description if you have a fault with your order.
Returning an order from The Great Sofa Company:
- Non-faulty returns must be reported within 5 days of delivery if a collection is required. If so, items must come back in their original packing otherwise the seller is unable to accept the return.
- If you are unsure whether you will be keeping the item at the time the delivery takes place then please make sure to request that the items are delivered being kept in their original packaging. The couriers will take the packaging away unless you request it is left with you so please ensure you follow these instructions carefully otherwise you might not be able to return your item.
- The return will also incur a collection fee of 50 GBP per item from the seller - plus the courier fees which will depend on the items delivered.
- All damages and discrepancies must be reported on the couriers paperwork and to us within 2 days of delivery.
- Orders can be cancelled if not despatched with no charge.
- You will need to fluff up your sofa cushions from time to time to re-create your perfect plumpt.
Returning an order from Luv Lux:
- 14 calendar days from the day that you receive your goods, in which time, if you require a refund of goods, you should notify us that you wish to cancel your contract with us and a full refund will be given on receipt of goods by us. Any domestic shipping charges on the original order will also be refunded
- If you should choose to return a product to us by providing notification within the 14 calendar days period, then the return delivery costs will be borne by yourself.
- All refunds are made at the sole discretion of Luv Lux management.
- All returns need to be sent back unused in their original condition complete with tags.
- Return link: www.royalmail.com/track-my-return#/details/7784
- It can take up to 14 days for your return to be fully processed so please remember to retain your proof of return until you receive your refund. You will receive an email confirming your return as soon as it has been processed. Please wait the full 14 days even if the return tracking link shows the return parcel as delivered. If you have chosen to use the return shipping label included in your parcel £3.99 will be deducted from your refund to cover the cost of this service.