Returns & Exchange policy

Return your online order to our Distribution Centre within 14 days of receiving your order for a full refund. Exchange or receive a gift card within 28 days. Exchange for different colour or size of the same style.

For security reasons we are unable to accept hand-carried returns to our distribution centre.

RETURNS ADDRESS:

Alexander Caine Ltd, Unit 9D Centurion Court, Centurion Way, Farington, Leyland, PR25 3UQ, United Kingdom

 

RETURN TO DISTRIBUTION CENTRE:

UK RETURNS:

  • Complete your returns form, apply your shipping label to the front of the parcel and drop off at your nearest Post Office. Please keep your postage receipt for your own security.
  • If you didn’t receive a return form you can include a written note with your name, order number and request instead.
  • Alternatively, if you are a UK or European customer, you may cancel your order and return any item to us in accordance with the Consumer Contracts Regulations 2013. Please see our Terms and Conditions for further details.
  • Your unwanted items are your responsibility until they reach our warehouse. We recommend that you retain your proof of postage.

 

INTERNATIONAL RETURNS:

  • You can return your order using any trackable postal service; you’ll need to cover the postage costs yourself.
  • Please mark your parcel as ‘returned goods’ to avoid being charged any further duties.
  • If you didn’t receive a return form you can include a written note with your name, order number and request instead.
  • Alternatively, if you are a European customer, you may cancel your order and return any item to us in accordance with the Consumer Contracts Regulations 2013. Please see our Terms and Conditions for further details.
  • Please return your order to the above address. For security reasons we are unable to accept hand carried returns to our distribution centre.

 

ONLINE RETURNS & EXCHANGE POLICY

  • For a full refund, please return your online order in its original condition to our Distribution Centre within 14 days of receiving. This applies to full price and sale purchases.
  • Exchange your purchase for a different colour variation or size within 28 days of purchase. You can also exchange for a gift card. Items received outside of our 28 day return period will be returned to you.
  • Returns will be processed within 72 hours, this may vary during busier periods.
  • You’ll be refunded to your original form of payment.
  • If your payment was made using one or more gift cards and a credit card, we’ll refund the gift card you entered first during the checkout, followed by your payment card.
  • If your payment was made using multiple gift cards, we’ll refund the first gift card number you entered when checking out.
  • Please keep all gift cards used to place an order in case of returns.
  • Allow 5-10 working days for refunded payments to appear in your account. Gift card refunds will appear on your gift card within 24 hours.

 

Please note, we monitor the number of returns made by customers and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your Alexander Caine account.

 

PROCESSING TIME FOR RETURNS, EXCHANGES AND REFUNDS

  • UK returns made using Royal Mail may take up to 3-4 working days to be delivered to our distribution centre.
  • Track your parcel online using the Royal Mail Track and Trace service.
  • International returns may take 5-10 working days to be delivered to us depending on origin. We advise that you use a trackable service for your return.
  • Returns will be processed within 72 hours after receipt at our distribution centre, this may vary during busy periods.
  • Allow 5-10 working days for refunds to appear in your account depending on your bank.
  • For International exchanges, please allow up to 10 working days for the exchange to be delivered.

 

UK ORDERS:

  • Your delivery costs will not be refunded if you cancel your order post dispatch and use our free UK returns service as the free returns service is provided in place of reimbursement of the original delivery charges.

 

EUROPE AND INTERNATIONAL ORDERS:

  • Your delivery costs will be refunded if you cancel post dispatch as we do not offer a free returns service for international orders.

 

DELIVERY COSTS REFUND:

  • Delivery costs will be refunded in the following circumstances:
  • If you cancel your order before dispatch.
  • If you return a faulty item.
  • If we cancel your order due to stock availability.
  • If you choose to cancel your order under the Consumer Contracts Regulations (in which case we will refund you the value of our least expensive /Standard delivery method). Please see our Terms and Conditions for more information on how to cancel under the Consumer Contracts Regulations. Please note that if you cancel your order under the Consumer Contracts Regulations you will not be able to use our free returns service but will have to pay the cost of returning the item to us.