Frequently Asked Questions

The answers below cover the questions we are asked most often. If yours is not here, email us at support@alderon-uk.com — we reply within 24 hours on working days.

Orders and Payment

Which payment methods do you accept?

We accept the payment methods displayed at checkout, including major credit and debit cards, Apple Pay, Google Pay and Shop Pay. All payments are processed by encrypted third-party providers, and we never store your full card details.

Are your prices in pounds sterling? Do they include VAT?

Yes. All prices are shown in pounds sterling (GBP) and include VAT where applicable. Delivery costs are shown separately at checkout before you confirm your order.

Can I pay with a card held in another currency?

Yes. Your card or account will be charged in GBP, and your provider will convert the amount at its own exchange rate. Some providers charge a conversion fee, which we do not control.

Will I receive an order confirmation?

Yes. We email an order confirmation as soon as your order is placed, and a second email with tracking details once it has been dispatched. If you cannot find them, please check your junk folder before contacting us.

Can I change or cancel my order after placing it?

Please email us as soon as possible with your order number. If your order has not yet been dispatched, we will cancel or amend it and refund you in full where applicable. If it has already been dispatched, you can return it under your 14-day statutory right to cancel or our 60-day returns policy.

Can I use more than one discount code?

No. One code applies per order, and codes cannot be combined with other offers unless we say otherwise. Where an offer is described as "up to" a certain discount, the discount on individual items varies and is shown on each product page.

Do I need an account to order?

No. You can check out as a guest. Creating an account lets you view your order history and speeds up future checkouts.

Delivery

Where do you deliver?

We currently deliver to addresses within the United Kingdom: England, Scotland, Wales and Northern Ireland. International delivery is not yet available — subscribe to our newsletter to be notified when it is.

What delivery options do you offer, and how much do they cost?

Service	Condition	Cost	Delivery time
Evri Standard Delivery	Orders of £150 or more	FREE	No fixed timeframe
Evri Standard Delivery	Orders under £150	£3.95	No fixed timeframe
Royal Mail Tracked 48	Any order value	£4.95	3–5 working days
Royal Mail Tracked 24	Any order value; order by 2:00 PM on a working day	£7.95	1–3 working days

All options are fully tracked. The £150 threshold for free delivery is calculated on your order value after any discounts and before delivery charges.

How quickly will my order be dispatched?

Orders are dispatched within 1 to 2 working days (Monday to Friday, excluding UK bank holidays). Orders for Royal Mail Tracked 24 placed before 2:00 PM UK time on a working day are dispatched the same day.

How long does standard delivery take?

Evri Standard Delivery has no fixed delivery window. Parcels usually arrive within a few working days of dispatch. If you need your order by a particular date, choose Royal Mail Tracked 48 or Tracked 24, which come with a stated delivery time counted in working days from dispatch.

Can I track my order?

Yes. Every order is tracked. Once dispatched, you will receive an email with your tracking number and a link to follow your parcel's progress with the carrier.

What happens if I am not in when my parcel arrives?

With Evri, the courier will leave a card or send a notification and make up to three delivery attempts on consecutive working days; you can also divert the parcel to a neighbour, a safe place, a ParcelShop or a Locker through the tracking link. With Royal Mail, your parcel is held at your local delivery office for 18 calendar days, during which you can collect it or arrange a free redelivery.

My order has not arrived. What should I do?

First check the tracking link, then check with neighbours and any safe place or collection point shown in the tracking. Allow an additional 2 working days, as occasional delays can occur. If your parcel is still missing, email us with your order number and we will investigate with the carrier and send a replacement or issue a full refund.

Can I have my order sent to a different address?

Yes — enter any UK address at checkout, including a work address. Please make sure it is complete and correct: we cannot guarantee changes once an order has been dispatched, and we are not responsible for non-delivery caused by an incorrect address.

Returns and Refunds

What is your returns policy?

You have 60 days from the delivery date to return any item that is unworn, unwashed and unaltered, in its original packaging with all tags attached. This is in addition to your statutory right to cancel within 14 days of receiving your order, during which you may inspect and try on items as you would in a shop.

How do I return an item?

Email support@alderon-uk.com with your order number and the reason for your return. We will reply within 48 hours with a prepaid returns label and instructions. Package the item securely, attach the label, drop the parcel at the point indicated on the label and keep your proof of postage until your refund has been processed.

Are returns free?

Yes. We provide a prepaid returns label for every UK order.

How long does a refund take?

Once we receive and inspect your return, your refund is issued in GBP to your original payment method within 5 to 7 working days. Depending on your bank or card issuer, it may take a further 3 to 5 working days to appear in your account.

Will my delivery cost be refunded?

In full, if the return is due to a faulty or incorrect item. Up to the cost of our standard delivery option, if you cancel your entire order within the 14-day statutory period. Delivery costs are not refunded for partial returns or for returns made under our extended 60-day policy.

Can I exchange an item for a different size or colour?

We do not currently offer direct exchanges. Please return the original item for a refund and place a new order for the size or colour you would like.

My item is faulty or damaged. What should I do?

Email us as soon as possible with your order number, a description of the issue and photographs. We will arrange a free return and provide a full refund or replacement at no extra cost. Under the Consumer Rights Act 2015, you have 30 days from delivery to reject a faulty item for a full refund.

Are there any items I cannot return?

Unless they are faulty, we cannot accept returns of items sealed for health or hygiene reasons where the seal has been broken after delivery, personalised or made-to-order items, or gift cards that have been redeemed.

Products and Sizing

How do I choose the right size?

Each product page includes measurements for that garment. Our Size & Fit Guide explains how to take your own measurements and how to convert between UK, EU and US sizing. If you are still unsure, email us with your measurements and the piece you are considering, and we will advise.

How should I care for my garments?

Always follow the care label inside the garment. Our Care Guide sets out general principles for washing, drying, pressing and storage that will help your pieces last.

An item I want is out of stock. Will it come back?

Some pieces are restocked and some are not. Subscribe to our newsletter to hear about restocks and new arrivals, or email us to ask about a specific item.

Do you have a physical shop?

Alderon is an online store. All orders are placed through alderon-uk.com.

Account and Privacy

How is my personal data handled?

In accordance with our Privacy Policy and the UK GDPR. We do not sell your data, and we share it only with the service providers needed to process and deliver your order.

How do I unsubscribe from marketing emails?

Use the unsubscribe link at the bottom of any email we send, or write to us at support@alderon-uk.com. We will keep a record of your preference so that we do not contact you again.

How can I contact you?

Email support@alderon-uk.com. Our customer service team is available Monday to Friday, 9:00 AM to 6:00 PM, and Saturday, 10:00 AM to 4:00 PM (UK time). We aim to respond within 24 hours on working days.

Full details are set out in our Shipping Policy, Refund and Returns Policy, Terms of Service and Privacy Policy.