We’ve pulled together some of the most popular questions that we receive. The FAQs below should help point you in the right direction, but if you can’t find the answer you need, please get in touch with our Customer Service Team at firstname.lastname@example.org
Ordering and Payment
Q1. Can I change/cancel my order?
If you need to cancel your order while it’s ‘in progress’, please contact our Customer Service Team at email@example.com. We’ll refund cancelled orders within five working days. We are unable to cancel your order if it is being packed within our warehouse. Once you’ve placed your order, we can’t amend the details within it. If you need to return an item, it’s really easy to do so. Click on Returns to find out more.
Q2. Can I change my delivery address?
Whilst your order is ‘in progress’, you may still change the delivery address. To do so, please contact our customer service team. We are unable to change your delivery address for any item/s which are being packed within our warehouse (In preparation), or have already been shipped.
Q3. 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.
Q4. 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. We’re sorry, but we won’t be able to replace any out-of-date or unused codes.
Q5. 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.
Q6. 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.
Q7. 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.
Q8. 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. We estimate that your goods will be dispatched within 7-20 working days. Please note however that if you have ordered items from one or more of our sales, we will automatically split ship your order if certain items become available before others.
All items which we have available in our warehouse will be dispatched to our courier within 1 working day.
If we think there’s going to be a delay with your order, we’ll send an email to let you know.
Q9. Do you charge for delivery?
However big or small your order, you’ll only pay £5.95 for Mainland UK delivery or £7.95 for delivery to Ireland and the Channel Islands.
Q10. How can I track the process of my order?
Once your parcel/s have been shipped from our warehouse, we will send you an email along with a link where you will be able to track the progress of your parcels delivery. If your parcel does not arrive within 5 working days of receiving this email, please contact our customer service team.
Q11. What happens if you deliver whilst I’m out?
If you’re not around at the time of delivery, the courier will either attempt to leave your parcel with a neighbour or in a secure location outside of your property. In the event that this isn't possible, 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 once your parcel has reached our warehouse. This can take anything up to 14 days.
Q12. Which couriers do you use for your deliveries?
Our preferred couriers are Hermes, DPD and Nightline Delivers.
Q13. What is your returns policy?
You will have 14 days to return your parcel back to us from the date of delivery. All items returned must be unused and in their original packaging. Please use the returns form included inside your parcel when sending your return back to us.
For hygiene reasons, we are unable to accept returns on; Lingerie, hosiery, swimwear, earrings, cosmetics/beauty products and or food products containing alcohol. Should these items be returned to our warehouse, we can refuse to refund these returned products.
Cost of returns
Returning items is your responsibility along with any expenses this will incur. If you have chosen to use the Collect+ service, £ 3.50 will be deducted from your refund to cover the cost of this service.
Q14. When will I be refunded?
Our warehouse will process your refund within 15 working days of you posting your return. You will be sent a notification email once your refund has been processed.
Q15. My item is wrong/faulty, what should I do?
We are sorry to hear that! Please contact us Customer Service Team who will advise you on how to proceed.
Q16. I have lost my Collect+ label. What should I do?
No problem, you can print a new one here: https://www.collectplus.co.uk/BrandAlley
Q17. Am I required to use Collect+ plus?
Of course not. If you wish to use your preferred choice courier, please follow the same returns process and simply write the returns address on the outside of your parcel. Please retain your proof of postage.
Q18. How do I amend my membership details?
Just click on ‘My account’, then ‘My details’ and change your personal details there.
Q19. 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 firstname.lastname@example.org and we’ll send you a new one.
Q20. 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.
Q21. 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 email@example.com
Recommend a Friend
Q22. 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 3 months. Click here for full terms and conditions.
Q23. Why can't I check out?
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.
If you do encounter a technical problem other than that mentioned above, we’d be extremely grateful if you could tell us immediately, so we can sort it out. Please help us, either by emailing us at firstname.lastname@example.org
Q25. 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.
Q26. 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.