Hey, how can we help?

Our delivery dates vary depending on whether our suppliers need to deliver stock to our warehouse after you have purchased.

The whole process, including delivery, can sometimes take up to 15-20 working days. We only buy stock from suppliers once you’ve snapped it up. Getting you the best deals in this way results in a slightly longer waiting time.

Any items that are immediately available within our warehouse will be delivered to you within 2-4 working days.

You will find the delivery date for each sale displayed on the sale and product page, and at the checkout stage.

Please note that if you have ordered items from one or more of our sales, we will automatically split ship your order if certain items become available before others.

If we think there’s going to be a delay with your order, we’ll send an email to let you know.

1. Track your order 
Once your parcel/s have been shipped from our warehouse, we will send you an email along with a link where you will be able to track the progress of your parcel’s delivery. If your parcel does not arrive within 5 working days of receiving this email, please contact our customer service team. You’ll also be able to track your order in your account by going to'’My Orders' and selecting the order you'd like to track.

Click the 'Track' button for items which have been shipped.

2. Check the estimated delivery date
You’ll find this date in your Order Confirmation email or by checking 'My Orders'.

Please remember that this date is an estimate, so your order may arrive before. If it looks like your order is going to be slightly late, we will notify you via email. 

3. I’ve only received part of my order
We ship items as soon as they are in stock. If some deliveries arrive later, we will split ship your order so that you receive items as soon as possible. You will find the estimated delivery date for the remainder of your order in your order confirmation email.

4. I'm still waiting for my order
Has your estimated delivery date already passed?

Please check ‘My Orders’ for any tracking details. Please let us know if your estimated delivery date has passed and there are no tracking details available and we will do our best to help you.

What is your returns policy?

You will have 60 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.

Personalised and made-to-order products are non-returnable and non-refundable.

Please be aware that certain merchandise 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 Customer Experience Team.

How do I create a 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 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 7 calendar days of receiving your return. You will be sent a notification email once your refund has been processed.

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.

Ordering and Payment

We're delighted to announce that Internet Fusion Group is now part of the BrandAlley family.

If placing an order on or after 28th April 2023, your order will be placed with BrandAlley. You will be re directed to www.brandalley.co.uk sales page and will checkout via BrandAlley’s checkout page.

Will my payment be safe and secure?

BrandAlley uses a secure payment service by Braintree. Our website is secured using the SSL (Secure Socket Layer) encryption, an accredited certification service provider.

I have an enquiry to make about my order. Who shall I contact?

If you ordered on or before 27th April 2023, please direct your query to InternetFusionGroup@frpadvisory.com for further information.

If you ordered on or after 28th April 2023, please contact BrandAlley’s Customer Service team here.

I placed an order on or before 27th April 2023 and require a refund. Who do I contact?

If you are looking to cancel or return your order and you ordered with Internet Fusion Group on or before 27th April 2023 direct your query to InternetFusionGroup@frpadvisory.com for further information.

I placed an order on or after 28th April 2023 and require a refund. Who do I contact?

If you are looking to cancel or return your order, and you ordered with BrandAlley on or after 28th April 2023 please contact the BrandAlley Customer Service team here.

How do I return an item?

• If you ordered on or before 27th April 2023, please please direct your query to InternetFusionGroup@frpadvisory.com for further information.
• If you ordered on or after 28th April 2023 please contact BrandAlley’s Customer Service team here.

Our dedicated Customer Service teams will provide you with advice on how to return your order.

Your parcels dispatch note will also include all instructions on how to return your order.

Can I opt out of emails?

Of course. All you have to do is go to ‘My emails’ in ‘My account’ and untick the relevant box to ensure you don’t receive daily emails in the future.

Can I cancel my membership?

We're very sorry you want to cancel. We hope you've enjoyed being part of IFG/BrandAlley and have snapped up some great bargains. To cancel, all you need to do is contact BrandAlley’s Customer Service team here.

What if I have forgotten my log in details?

No worries. Just click on 'forgot your password' when your password is required, and we’ll sort you out. All you need is your email address and we'll send you an email, so you can create a new password. Or, contact BrandAlley’s Customer Service team here.