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BrandAlley's top five FAQs
How can you offer such competitive prices ?
Every day we develop relationships with top fashion, accessories, homewares and beauty brands to ensure we bring you amazing discounts. And how do we do this? Well, sometimes brands find themselves with too much stock – perhaps because they have made too many products or a big order has been cancelled at the last minute – and when they do, they give us this stock at a reduced price and we pass the savings straight on to you
Are the products authentic ?
Absolutely. Any products that you can buy from BrandAlley are 100% genuine and come direct from the brand stated on the label, still in their original packaging. The only thing that’s different is the discount.
Is there a BrandAlley boutique or catalogue ?
We don’t have any stores or a catalogue, which means that you can shop with us 24 hours a day as we don’t have any pesky opening hours, you can discover new sales as they go live, and we can offer you better prices as we don’t have to hold stock to fill clothes rails or shelves like high street retailers.
When will my order be shipped ?
Delivery times at BrandAlley vary, because often we don’t buy stock from suppliers in advance (to keep the end price low). Some orders will be shipped within 48 hours while others may take up to 28 days, but we’ll always let you know how long your particular item will take when you reach the checkout stage so you can decide whether or not to go ahead with your purchase. We understand that you might be in a hurry, so we’ll always keep in you in the loop about how long you can expect delivery to take. You can also find your estimated delivery date written on your order summary and also stated in your account information.
How do I return a purchase I’m not happy with ?
The returns process is very simple. You have eight working days to contact our Customer Service Department to request an authorisation number for the return. Once you receive this, you then have a further eight working days (from the day you get the number) to get the item and the authorisation number back to us by post. The authorisation number is very important as it helps us to track your return and items returned without this number will not be processed, so don’t forget it!
You will have to pay for the postage costs of any items you return and should the return get lost in the post this is your responsibility. Therefore, we strongly advise that you preserve all evidence of your return and we highly recommend that you return anything to us by recorded delivery or by any other means that can provide proof of sending. Proof of postage documents must contain the address of the recipient (that’s us!), the date of postage and the authorisation number that you received from our Customer Service department.
What is BrandAlley?
Launched in 2005, BrandAlley has become one of the leading online retailers in Europe, specialising in highly discounted, designer brands. We work with over 1,000 hand-chosen fashion labels for men, women and children, beauty and homeware brands, offering you products from 30% to 70% less than their original retail price.
Membership is FREE and gives you exclusive access to our private sales and OUTLET. Each one has a selection of fantastic brands and runs for a limited period – usually from three to four days for our Private Sales, while stocks last. To keep you in the know, we’ll send you daily emails, telling you about all of our sales.
How can you offer such competitive prices?
Our expert buyers are busy in the background, working with the best designer names around and developing strong relationships with them.
Sometimes, these top brands find themselves with too much stock - perhaps because they’ve made too many products or an order was cancelled at the last minute. And so they agree to allow our buyers to cherry-pick the most coveted pieces at a reduced price. BrandAlley passes these discounts straight to you, so you can buy great designer products without spending a fortune.
Sometimes, these top brands find themselves with too much stock - perhaps because they’ve made too many products or an order was cancelled at the last minute. And so they agree to allow our buyers to cherry-pick the most coveted pieces at a reduced price. BrandAlley passes these discounts straight to you, so you can buy great designer products without spending a fortune.
This is my first visit to BrandAlley – can you point me in the right direction?
Click on Private Salesthe ‘On sale now’ page to shop current sales – some designer discount sales started today and others have been on for a couple of days. You can also see which exciting sales are coming soon.
If you click on ‘My account’, you’ll reach your profile page. Here you can give us as much information as you want, so we can send you updates on relevant sales. You can also change your email address, password, billing and shipping information here.
And at the bottom of each page on our website, you’ll find links to our contact details, privacy policy, plus terms and conditions.
We love bringing you luxury and style at amazing prices and now we'd like to share our favourite, shopping-savvy secrets with you. Keep an eye on our blog for hints and tips on fashion, beauty, home and garden - and for savvy ways to live your own designer lifestyle for less. Go on, we won't tell!
If you click on ‘My account’, you’ll reach your profile page. Here you can give us as much information as you want, so we can send you updates on relevant sales. You can also change your email address, password, billing and shipping information here.
And at the bottom of each page on our website, you’ll find links to our contact details, privacy policy, plus terms and conditions.
We love bringing you luxury and style at amazing prices and now we'd like to share our favourite, shopping-savvy secrets with you. Keep an eye on our blog for hints and tips on fashion, beauty, home and garden - and for savvy ways to live your own designer lifestyle for less. Go on, we won't tell!
How should I get in contact if I want to work with BrandAlley?
If you would like to get in touch with our Buying Team regarding future partnerships, please call 020 7782 1865 and leave a message. We'll get back to you as soon as possible.
For any other queries, please call our dedicated Customer Service Team on 020 3060 1651 or email customerservice@brandalley.co.uk.
For any other queries, please call our dedicated Customer Service Team on 020 3060 1651 or email customerservice@brandalley.co.uk.
How do I access a sale?
If you’ve signed up for BrandAlley email alerts, you’ll receive an email every morning listing the sales currently running on our website. Simply click on the email and you’ll go straight to your logged-in, BrandAlley home page where you can view current and upcoming designer discount sales.
If you’re online and want to visit BrandAlley, simply log on and you’ll automatically go through to the home page. We’ve also got a fully optimized site for mobile so wherever you are you can shop with ease. And as if that’s not all become a fan of ours on facebook and you’ll get exclusive access to sales previews, competitions and a whole lot more!
If you’re online and want to visit BrandAlley, simply log on and you’ll automatically go through to the home page. We’ve also got a fully optimized site for mobile so wherever you are you can shop with ease. And as if that’s not all become a fan of ours on facebook and you’ll get exclusive access to sales previews, competitions and a whole lot more!
How long does a sale last?
All sales are open for a limited period, between three and four days usually. You’ll find all the details about each sale on the home page.
How can I be sure your products are authentic?
We guarantee that all of the discounted designer products we sell at BrandAlley:
- are completely new
- are 100% genuine - manufactured by the named brands, in keeping with their high quality standards.
The only thing that’s different is the discount.
How do I work out the right size to buy?
All designer brands are different, so sizes do vary on everything we stock. We always try to include a sizing chart from the brand, below the product image where possible. Otherwise, we have our own sizing chart, which includes detailed measurements for both men and women.
For womenswear we also have a handy size finder widget which once signed up (take less than a minute) serves you with your size every time on site no matter the brand.
For womenswear we also have a handy size finder widget which once signed up (take less than a minute) serves you with your size every time on site no matter the brand.
What are the benefits of my FREE membership?
As a BrandAlley member, you can enjoy up to 70% off top designer products. And, we’ll let you know about the new sales we have on offer every day.
How much does it cost?
Browse at leisure through the designer sales. You only pay for the products you buy, plus postage and packing
Why should I tell my friends about BrandAlley?
BrandAlley is definitely worth talking about. With all the bargains available, hopefully your friends will be happy you’ve shared the love! When you invite a friend and they make their first purchase, you both receive a voucher for ￡10.
How do I invite a friend?
Simply fill in the details in the ‘Invite a friend’ page on the website. Once your invited friend has made their first purchase and it has been dispatched, we’ll automatically put a ￡ 10 voucher into both your accounts. You’ll find it under ‘My vouchers’ in ‘My account’. And we’ll send you an email, telling you when your vouchers are available to spend.
Vouchers are valid for 12 months. Click here for full terms and conditions.
Vouchers are valid for 12 months. Click here for full terms and conditions.
What if I’ve forgotten my login 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 us at customerservices@brandalley.co.uk and we’ll send you a new one.
How do I amend my membership details?
Just click on ‘My account’, then ‘My details’ and change your personal details here.
How do I unsubscribe from the daily email alerts?
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.
How do I cancel my membership?
We’re very sorry you want to cancel. We hope you’ve enjoyed being part of BrandAlley and have snapped up some great bargains. To cancel, all you need to do is contact our Customer Service Team on customerservices@brandalley.co.uk or give us a call on 020 3060 1651.
How do I place an order?
After you've decided what you'd like to buy, select your size if asked, and click on ‘Add to bag’. If you want to shop for more products, click on ‘Continue shopping’ and repeat the process. Once you’ve added as many items as you want in your bag, click on ‘Go to checkout’ and we'll take you straight through to the payment process.
Follow the simple instructions, add a voucher code if you have one and continue through checkout.
Follow the simple instructions, add a voucher code if you have one and continue through checkout.
Which payment methods do you accept?
We accept major credit and debit cards, as well as PayPal. At the checkout, simply give us your credit card details - including the security code. Please be aware that some providers may direct you to further security checks. BrandAlley takes payments from you within four days of you placing an order.
I have an order enquiry. How do I contact you?
Drop us an email at customerservices@brandalley.co.uk or call our Customer Service Team on 020 3060 1651.
Why can't I checkout?
If you're having problems paying, you may need to check the IP address your computer is linked to. If you're abroad or your work computer is connected to an international IP address, you won’t be able to make a payment on our site. If you have a UK IP address, then please contact your card company as there may be an issue with your card.
Can I change/cancel my order?
If you need to cancel your order while it’s ‘in progress’, contact our Customer Service Team on 020 3060 1651. We’ll refund cancelled orders within four working days. Once you’ve placed your order, we can’t amend the details within it. However, you may be able to amend sizes during the same day you’ve made the order (until midnight). You just need to click on ‘My account’, then the reference number of the order and then the ‘Change Size’ link. Please note that this facility isn’t always available. It depends on what’s left in that particular sale. If you need to return an item, it’s really easy to do so. Click on Returns to find out more.
Can I use discount codes?
From time to time, we do have discount codes. We’ll either send them to you by email, via promotional material – or they may appear directly in your account. Remember, we’ll also give you a £10 voucher when you invite a friend and they make their first purchase. Click here for full terms and conditions.
How do I use my discount code?
Just enter the code in the appropriate box when you check out. Or tick the relevant box when it’s in your account. You’ll then see the new, discounted total in your order. All our discount codes have an expiry date – a maximum of 12 months. And we’re sorry, but we won’t be able to change these or send new codes to replace any out-of-date or unused codes.
Also, it’s important to note that you can only use codes if the total value of your bag is equal or higher than the value of the discount - before delivery costs. Except where the discount specifies a minimum amount of purchase.
Also, it’s important to note that you can only use codes if the total value of your bag is equal or higher than the value of the discount - before delivery costs. Except where the discount specifies a minimum amount of purchase.
Can I use more than one discount on the same order?
Unfortunately not. You can only use one discount code per order.
Can I pre-order or reserve products?
Unfortunately it’s not possible to pre-order or reserve products. We can only make items available when we open a sale.
You don’t have my size. Can you order one for me?
Unfortunately not. Most of the time we have a good range of sizes for each product in a sale, but we’re strictly limited by the stock available to us. We won’t able to order more and our sales are very popular. So, if you like something, be sure to place your order immediately to avoid missing out.
Can I add items from different sales into one order?
Of course you can! You can add as many items as you like into your bag from all the current sales. You have to be quick though – there’s 15 minutes to buy your product before you lose it from your shopping bag and we put it back in the sale.
If you do put something in your bag and you’re still making up your mind whether to buy it or not, remember to refresh your page every 15 minutes.
If you do put something in your bag and you’re still making up your mind whether to buy it or not, remember to refresh your page every 15 minutes.
How will I know you received my order and when will you deduct payment?
We will send you an email to confirm that we’ve processed your order and a second one to confirm when our warehouse has dispatched it. We’ll process your payment within four days of your order. In the very unlikely event that we cannot fulfil your order, we’ll refund you immediately.
Where do you ship?
At the moment, we deliver to all of the UK and the Republic of Ireland. We can also deliver to the Channel Islands.
How long will it be before I receive my delivery?
When you purchase, we’ll give you an estimated time of when we can deliver your goods. If we think there’s going to be a delay, we’ll send an email to let you know. We estimate all delivery times between 7-21 working days.
In most cases, we only place our order with our suppliers once the BrandAlley sale closes and we know exactly how many items to order. When this happens, please bear with us. We arrange it like this to ensure you get the best prices possible. The supplier delivers their orders to our warehouse; then we prepare and dispatch them to you as soon as we can. This is why it takes a little longer than normal to receive your goods. And we hope you agree that it’s well worth the wait.
In some cases, when products are in stock, it is possible to dispatch them to our courier within 1 working day. Just look out for the ‘AVAILABLE NOW’ icon by individual products on the sale pages and choose our split delivery option at checkout.
In most cases, we only place our order with our suppliers once the BrandAlley sale closes and we know exactly how many items to order. When this happens, please bear with us. We arrange it like this to ensure you get the best prices possible. The supplier delivers their orders to our warehouse; then we prepare and dispatch them to you as soon as we can. This is why it takes a little longer than normal to receive your goods. And we hope you agree that it’s well worth the wait.
In some cases, when products are in stock, it is possible to dispatch them to our courier within 1 working day. Just look out for the ‘AVAILABLE NOW’ icon by individual products on the sale pages and choose our split delivery option at checkout.
If I choose the split delivery option, how long will it take to receive my separate parcels?
If you include products with the ‘AVAILABLE NOW’ icon in your shopping bag, you have two delivery choices. Either:
1. Choose to have your ‘AVAILABLE NOW’ products delivered with the rest of your order. Everything in your shopping bag will be dispatched within the usual 7-21 working days.
2. Your usual delivery charge is ￡5.95 in the UK (￡7.95 in the Republic of Ireland and Channel Islands), which covers everything in your shopping bag. If you choose to pay an extra ￡2 p&p at checkout, you can split the delivery and receive your ‘AVAILABLE NOW’ products sooner. As these products are already in our warehouse, we’ll dispatch them to our courier within 1 working day. This service is brilliant for those times when you need something in a hurry.
1. Choose to have your ‘AVAILABLE NOW’ products delivered with the rest of your order. Everything in your shopping bag will be dispatched within the usual 7-21 working days.
2. Your usual delivery charge is ￡5.95 in the UK (￡7.95 in the Republic of Ireland and Channel Islands), which covers everything in your shopping bag. If you choose to pay an extra ￡2 p&p at checkout, you can split the delivery and receive your ‘AVAILABLE NOW’ products sooner. As these products are already in our warehouse, we’ll dispatch them to our courier within 1 working day. This service is brilliant for those times when you need something in a hurry.
Do you charge for delivery?
However big or small your order, you’ll only pay ￡5.95 for Mainland UK delivery.
Due to a new and improved warehouse and courier service, we now charge ￡7.95 for shipping costs for orders which are shipped to the Republic of Ireland and Channel islands.
Due to a new and improved warehouse and courier service, we now charge ￡7.95 for shipping costs for orders which are shipped to the Republic of Ireland and Channel islands.
How can I track the process of my order?
Once your parcel is ready for us to dispatch, it’s really easy to track your parcel. We’ll send you an email with your ‘parcel tracking number’ and you can track your parcel by clicking on the link. We’ll send your products to the delivery address you selected when you confirmed your order.
Which couriers do you use for your deliveries?
Our preferred couriers are Hermes, DPD, Nightline Delivers and Yodel. Unfortunately, it’s impossible for us to specify couriers, because there’s an automated selection process, based on the location of your goods. When they’re dispatched, the email containing your tracking number will also confirm the name of the courier.
What do I do if the item doesn’t arrive?
If you haven’t received the parcel or a delivery note from the courier five working days after we've sent you the email with your tracking number, please contact our Customer Service Team.
Can I change the delivery address for my order?
You can change the delivery address of existing orders until the point that your order is ‘In preparation’ (being packed by our warehouse) or the order has been ‘Shipped’ (dispatched to our couriers). To do so, please contact Brandalley Customer Service to amend your address details.
To amend your address details for any future orders, please log into your Brandalley account, click on ‘My Addresses’ and amend the details. Please note if you try to do this whilst an order is already in progress, your address details can’t be changed for this order.
Unfortunately, our courier company is unable to amend address details and will deliver the parcel to the original address you gave to BrandAlley.
To amend your address details for any future orders, please log into your Brandalley account, click on ‘My Addresses’ and amend the details. Please note if you try to do this whilst an order is already in progress, your address details can’t be changed for this order.
Unfortunately, our courier company is unable to amend address details and will deliver the parcel to the original address you gave to BrandAlley.
Can I collate different orders?
We’re sorry, but because of the nature of our sales, we’re not in a position to gather different orders made at different times into one parcel and send you one package. We have to treat all checked-out orders separately, even when you make different orders on the same day.
My order has arrived but it’s wrong?
We’re so sorry! We try our best to send everything out perfectly, but sometimes mistakes do happen. Obviously, you can return wrong products for a full refund and of course, we’ll pay for the postage. Just contact our Customer Service Team on 020 3060 1651.
What happens if you deliver whilst I’m out?
If you’re not around at the time of delivery, the courier will attempt to leave your parcel with a neighbour or in a secure location outside of your property. The courier will leave you a delivery note to state where or if the parcel has been delivered. If your parcel hasn’t been delivered, it will say that they will try to re-deliver your parcel the following day. In the event that this isn't possible, then they'll return your parcel to their depot. Three (3) delivery attempts will be made before your parcel is returned to our warehouse. Unfortunately, we’re unable to resend returned parcels. In this case, we’ll refund you the full value of the goods, including delivery charges within 15 days of our warehouse receiving the parcel.
What is your returns policy?
Cost of returns: Members will incur the cost of returns which will be deducted once the return has been processed at our warehouse. This will cost ￡3.50 if returned by our Collect+ service. Other postal services will charge you before the parcel is sent. In the event that you have received a wrong or faulty item and require a free post label, please contact our Customer Service Team. Photographic evidence will be required.
A returns form is included inside your parcel. You will have 8 days to fill this out and return the parcel back to us. Please try to get a proof of postage, as we don’t hold responsibility for lost returns.
All goods that are returned need to be in their original condition and packaging. They must be unworn and suitable for resale. Where products are used, incomplete, damaged or unsuitable for resale, we can refuse to refund the returned products. Please note, that we’re unable to accept returns of certain items. Check out our terms and conditions for a definitive list.
Our warehouse will process your refund within 15 days of receiving your return parcel.
Should a return be sent to an unauthorised address, Brandalley will not be responsible for refunding the customer.
Should Customers chose an alternative method of return then the customer will incur the cost?
We will refund any item if you’re not happy with it. We have an easy Collect + Returns process – within your parcel you will find the dispatch note which you will need to complete; you can then arrange your return via CollectPlus
Check on Collectplus.co.uk for your nearest drop Collect+ drop off point. Then put the BrandAlley returns label on the parcel you are sending back to us and the completed dispatch note inside. A return charge of ￡3.50 will be deducted once your return has been processed.
If the product received is incorrect, or (ii). deemed damaged or faulty – photographic evidence will be required. In such cases, please contact our Customer Service Team and they’ll advise you on what to do.
Check on Collectplus.co.uk for your nearest drop Collect+ drop off point. Then put the BrandAlley returns label on the parcel you are sending back to us and the completed dispatch note inside. A return charge of ￡3.50 will be deducted once your return has been processed.
If the product received is incorrect, or (ii). deemed damaged or faulty – photographic evidence will be required. In such cases, please contact our Customer Service Team and they’ll advise you on what to do.
I’ve returned my order. How long will the refund take?
If you’ve met all of the conditions of our BrandAlley returns process, we’ll refund you within 15 days from the date we receive your unwanted goods - minus the return postage. For exceptions to this, please see our full terms and conditions
How should I return my goods?
Once you have received your BrandAlley order, you have up to 8 working days to return any items in your parcel. You can request a return from ‘My Account’. If you prefer, you can email or call our Customer Service team .
The return of items is entirely down to the customer along with any expense this will incur, we always advise when you do return any items that you keep a copy of the receipt from the Post Office or preferred courier service you chose to use.
If an item is faulty/ damaged or not the item you have ordered, then you will need to contact us in cases like these we will ask for a photograph of the item and offer a Freepost return which will be sent to your email address to be used for the returning of this item.
We have also partnered with Collect+ to make returning items to us even easier. You can choose to drop off your BrandAlley returns at your local shop - from early 'til late, 7 days a week. You may already use this incredibly useful service, as it's the trusted method for lots of top retailers. It’s just ￡3.50 and the cost of the return will be deducted from your refund. You’ll see this option on your despatch note that came with your items.
The return of items is entirely down to the customer along with any expense this will incur, we always advise when you do return any items that you keep a copy of the receipt from the Post Office or preferred courier service you chose to use.
If an item is faulty/ damaged or not the item you have ordered, then you will need to contact us in cases like these we will ask for a photograph of the item and offer a Freepost return which will be sent to your email address to be used for the returning of this item.
We have also partnered with Collect+ to make returning items to us even easier. You can choose to drop off your BrandAlley returns at your local shop - from early 'til late, 7 days a week. You may already use this incredibly useful service, as it's the trusted method for lots of top retailers. It’s just ￡3.50 and the cost of the return will be deducted from your refund. You’ll see this option on your despatch note that came with your items.
If I choose the split delivery option and return anything, will I get a refund?
Yes, but please note that if you decide to split your delivery and need to return anything,
the refund process is as follows:
1. If you only return ‘AVAILABLE NOW’ products from the first half of your split delivery, we refund your ￡2 p&p in the event that all ‘AVAILABLE NOW’ item/s are returned.
2. If you only return products from the second half of the split delivery (delivered within the usual 7-21 days), we’ll refund you ￡5.95 in the event that all these items are returned.
3. If you return everything from your split delivery order, we’ll refund you ￡7.95 (￡5.95 standard delivery charge + ￡2 p&p.)
the refund process is as follows:
1. If you only return ‘AVAILABLE NOW’ products from the first half of your split delivery, we refund your ￡2 p&p in the event that all ‘AVAILABLE NOW’ item/s are returned.
2. If you only return products from the second half of the split delivery (delivered within the usual 7-21 days), we’ll refund you ￡5.95 in the event that all these items are returned.
3. If you return everything from your split delivery order, we’ll refund you ￡7.95 (￡5.95 standard delivery charge + ￡2 p&p.)
What is your privacy policy?
Please see our full privacy policy for details on how we meet the commitments of your full privacy and security protection.
How do I know my payments are secure?
BrandAlley uses a secure payment service by Ogone. Our website is secured using the SSL (Secure Socket Layer) encryption, an accredited certification service provider.
Will my personal information be safe?
Yes. We hold all personal information in the strictest confidence and guarantee that we won’t pass it on to a third party, unless you’ve opted in to this arrangement. At no time will we transfer or store your payment details through the BrandAlley computing system.
If you do encounter a technical problem, we’d be extremely grateful if you could tell us immediately, so we can sort it out. Please help us, either by calling our Customer Service Team on 020 3060 1651 or by emailing us at customerservice@brandalley.co.uk
