Free Returns on all orders

30-day returns period
You have 30 days to return an item. If your order arrives in more than one parcel, the 30 days start from the date you receive your final parcel.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Follow the instructions on your despatch note
Every parcel contains its own despatch note listing the items inside, along with the returns instructions for that parcel. There are two ways to return an item, and the despatch note tells you which one to use:

• Book your return through our returns portal (button below, you'll need your order number), or
• Scan the QR code printed on the despatch note and complete the required details.

If your order arrived in more than one parcel, you may need to use both methods. Please do not combine items from different parcels into one return, as this will delay your refund.

Lost your despatch note?
Not to worry. Contact our Customer Care team at customercare@alexdirect.co.uk and we'll send you a replacement so you can process your return correctly.

If for whatever reason you are unable to use the returns process on your despatch note, contact us at customercare@alexdirect.co.uk.

Damages and issues
Please inspect your order on arrival and contact us immediately if an item is defective, damaged or you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item.

Exchanges
The fastest way to get what you want is to return the item you have and place a new, separate order online for the replacement.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Unless faulty or not as described, returned items must:

• Be returned within 30 days (from receipt of your final parcel). We will not accept the return after this time has elapsed.
• Be unworn, unaltered, unwashed and in resalable condition.

Returning an item via the returns portal

1. Complete the returns form
Locate the returns form in your delivery package and separate it from your despatch note along the dotted line. Write the number of items you are returning in the 'Quantity' column next to the product style, and enter the correct reason code (listed on the form).

2. Prepare your package
You can reuse the original packaging. Insert your completed returns form and the item(s) from that parcel only, then seal the package.

3. Book your free return
Follow the specific instructions on the dispatch note included with your individual parcel. 

4. Drop it off
Depending on your return instructions. Take it to your local DHL depot or Royal Mail drop off location.

Returning an item via the QR code
If your despatch note shows a QR code, scan it and complete the required details, then follow the free returns instructions on that despatch note.

If you wish to send your package at your own cost / own provider
This applies to items from parcels whose despatch note directs you to our returns portal. Ensure the following address is clearly visible on the outside of the package:

Alex Direct Returns
Unit C, Acton Cl
Acton Road Industrial Estate
Long Eaton
Nottingham
NG10 1FZ

You can send it via Royal Mail or your own courier. We recommend a recorded delivery service so you can track the package. We do not cover the cost of returns sent with a different courier or service.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be refunded to your original payment method, usually within 10 working days of receiving your package. It can take some time for your bank or card provider to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at customercare@alexdirect.co.uk or use our Live Chat service, quoting your order reference number.

Frequently asked questions

How long do I have to return an item?
30 days. If your order arrives in more than one parcel, the 30 days start from the date you receive your final parcel.

My order came in more than one parcel. Can I send everything back together?
No. Each parcel has its own despatch note and returns instructions. Return the items from each parcel separately, as combining them will delay your refund.

I've lost my despatch note. What do I do?
Contact our Customer Care team at customercare@alexdirect.co.uk and we'll send you a replacement.

When and how will I get a refund?
Usually within 10 working days of us receiving your package, back to the original card used to purchase your order.

Do you cover the postage fee for returned items?
Yes. All returns are free when you use the returns process on your despatch note. We do not cover costs for returns sent via a different courier or service.