FAQs

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 [email protected]

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 protected]. 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. Please note that amending your delivery address on your BrandAlley account will not amend your address for any existing orders. Please contact us to change your delivery address for any existing orders.

Q3. Which payment methods do you accept?
We accept the following payment methods:

  • Visa (debit and credit cards)
  • MasterCard (debit and credit cards)
  • PayPal
  • PayPal Credit
  • American Express

At the checkout, simply enter your credit/debit 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  We’re sorry, but we won’t be able to replace any out-of-date or unused codes.

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.

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.

Delivery

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?

Our delivery dates vary depending on whether our suppliers need to deliver stock to our warehouse after you have purchased. You will find the delivery date for each sale displayed on the sale and product page, and at the checkout stage.

Items available to us right away will be delivered to you within 2-4 days and when it will take longer, the delivery dates are made clear throughout your order journey.

Please note 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.

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 postage and packaging for shipments to the UK Mainland, or £7.95 for postage and packaging for shipments 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 your order has been dispatched via Royal Mail;

If you’re not around at the time of delivery, Royal Mail will take your parcel back to the delivery office and leave you a “something for you card” detailing where your parcel has been taken back to, and what to do next:

Go to your local delivery office to collect it (address and opening hours will be on the card)

or

Arrange a re-delivery:

Free to your own address

Free to another address in your postcode area

Or for a small fee of 70p, to your local Post Office branch. The 70p is payable when you collect your item from your local Post Office branch. Royal Mail will require proof of identification, as well as your “something for you card”.

Royal Mail will hold your items for 18 calendar days before returning the items back to BrandAlley. Should your items be returned to BrandAlley, a full refund will be issued on receipt of the returned parcel.

If your order has been dispatched via DPD;

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 DPD and Royal Mail.

Returns

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.

Please follow the instructions on your returns form, which will advise you on the returns option available to you, and where to send your item/s back to.

Please ensure your item/s are returned to the address listed on your returns form/dispatch note, which was delivered with the item.

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 BrandAlley's Royal Mail returns service, £ 3.50 will be deducted from your refund to cover the cost of this service.

Q14. When will I be refunded?
We will process your refund within 14 calendar days of receiving 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. Where do I print my Royal Mail returns label?
You can print one here: www.brandalley.co.uk/rm-returns

Q17. Am I required to use BrandAlley's Royal Mail returns option?
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.

My Membership

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 [email protected] 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 protected]

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.

Technical Issues

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 [email protected]

Privacy Policy

Q24. 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.

Q25. How do I know my payments are secure?
BrandAlley uses a secure payment service by Braintree. 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.

PayPal Credit

Q27. What is PayPal Credit?
PayPal Credit is like a credit card, without the plastic. It’s a credit limit that’s sits alongside your PayPal account which you can use for your online purchases.

Q28. What credit offers are available?
A 0% interest offer you can use again and again: PayPal Credit’s 0% interest offer is better than just an introductory offer.Every time you spend £150 or more, you will automatically get 0% interest for 4 months on that purchase. *Plus, you can spread the cost of purchases under £150 at the standard variable rate of interest, currently 17.9% p.a.

* The minimum payment due still applies to 0% offer balances. Any remaining balance due after the 4-month promotional period or any transactions under £150 will be charged interest at 17.9% p.a. (variable). In order to maintain the 0% offer, you need to keep up monthly repayments and stay within your credit limit.

Q29. How do I apply?
Applying for PayPal Credit is easy. Just click on the PayPal Credit button on our checkout page. The application form takes minutes to complete. PayPal will then run a credit check and, if approved, you’ll have a credit limit linked to your PayPal account as soon as you accept your Credit Agreement. You can use the credit limit granted to pay for today's purchase and future purchases at thousands of online stores where PayPal is accepted, up to your credit limit. Before you apply, please make sure you:

  • Are a UK resident (excluding the Channel Islands and the Isle of Man) aged 18 years or older
  • Have a good credit history
  • Have not recently been declared bankrupt
  • Are employed and have an income greater than £7,500 per year

Q30. Do I need to reapply if I already have PayPal Credit?
If you already have PayPal Credit you do not need to reapply, just select PayPal Credit as your payment option at checkout.

Q31. Do I need to have a PayPal account?
Yes, however if you don’t have a PayPal account, you can create one as part of the PayPal Credit application. Signing up for a PayPal account is free and easy; all you need to do is provide your email address, create a password and accept PayPal’s User Agreement.

Q32. What do I do if I am unsuccessful in applying for PayPal Credit?
If you have been declined for PayPal Credit, PayPal will send you more information about why your application was unsuccessful. You can still use PayPal to complete your purchase.

Q33. What happens if I want to return the item I bought using my PayPal Credit?Just return your purchase as normal and the money will be refunded to your PayPal Credit account.

Q34. What is the cost of PayPal Credit outside of promotional offers?The Representative Example below shows the typical costs of using a PayPal Credit limit, without using promotional offers:

Representative Example:

  • Purchase rate 17.9% p.a. (variable)
  • Representative 17.9% APR (variable)
  • Assumed Credit Limit £1,200