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.