Return & Refund Policy
Return & Refund Policy – ALISON & PAUL (United Kingdom)
At ALISON & PAUL, you have 30 days from the date you receive your order to request a return.
During the 14-day statutory cooling-off period, customers may handle and try on items as they would in a retail store.
For returns beyond this period, items must be unused, unworn, with original tags and packaging.
This exceeds the 14-day legal minimum required by the Consumer Contracts Regulations 2013 (UK).
1) Eligibility
Items must be unused, unworn, with original tags and original packaging.
A receipt or order confirmation is required.
Items must be in resaleable condition under the Consumer Rights Act 2015.
2) How to Start a Return
Email contact@alison-paul.com with:
Your order number
Clear photos of the item(s) you wish to return
If approved, we will send:
A Return Merchandise Authorization (RMA)
The return address
Important:
Items must be returned using a trackable service.
Returns sent without authorization may be delayed or refused.
3) Refunds
Once we receive and inspect your return, a refund will be issued to your original payment method within 10 business days.
Banks or card issuers may require additional time to process the credit.
If you have not received your refund 15 business days after approval, contact us at contact@alison-paul.com.
Refunds comply with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
4) Return Shipping Costs
Customers are responsible for return shipping costs (£40) unless the item arrived faulty, damaged, or incorrect.
Original shipping fees (if applied) are non-refundable.
This is permitted under UK consumer law as long as it is stated clearly.
5) Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If there is an issue, email contact@alison-paul.com promptly with photos.
Depending on the situation, we may offer:
A replacement, or
A refund
This is in accordance with the Consumer Rights Act 2015 (goods must be as described, satisfactory, and fit for purpose).
6) Non-Returnable Items
The following cannot be returned:
Perishable goods
Personalized or custom-made products
Personal care items (cosmetics, underwear, swimwear) once opened or used
Hazardous materials, flammable liquids, or gases
Gift cards and items marked Final Sale
(This does not affect your statutory rights if an item is faulty, misdescribed, or unfit for purpose.)
For hygiene and safety, any opened or used item that cannot be sanitized is not eligible for return.
This is allowed under Schedule 3, Consumer Contracts Regulations 2013.
7) Used or Damaged Returns
If an item is returned used, damaged, or missing tags/packaging, ALISON & PAUL may deduct an appropriate amount to reflect any loss in value.
This follows Regulation 34 of the Consumer Contracts Regulations 2013.
8) Exchanges
To receive another item quickly, return the original and place a new order.
We will refund the original item once processed.
9) Unclaimed or Undeliverable Packages
If a parcel is returned to us as undeliverable or unclaimed, we can reship it upon request.
Reshipping costs are the customer’s responsibility.
10) Taxes
Orders within the UK include applicable VAT.
If a refund is issued, the VAT portion will be refunded along with the product price.