Refund policy
Free Returns on all orders
At Alex Direct all returns are free. To avoid delays, each item must be packaged and sent back using the correct returns process for the parcel it arrived in.
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.
Before you start, look at your despatch note
Every parcel contains its own despatch note. It tells you which of the two returns processes to use for that parcel. The two processes are not interchangeable.
Does your despatch note have a QR code printed on it? Scan it. See section 1 below.
Does your despatch note tell you to use our returns portal? See section 2 below.
If your order arrived in more than one parcel, each parcel must be returned separately using its own despatch note instructions. Do not combine items from different parcels into one return.
1. Despatch note with a QR code printed on it
These items are delivered by Royal Mail and are handled through a separate returns portal with Royal Mail. They cannot be returned through our DHL returns portal or sent to our returns address as they are supplied from a different warehouse in a different location.
Scan the QR code on that despatch note and complete the required details. This opens the correct Royal Mail returns process for that parcel. Follow the free returns instructions shown, enclose the despatch note with the item, and drop the parcel off at your local Post Office as directed.
If you cannot scan the QR code, contact customercare@alexdirect.co.uk and we will arrange the return for you. Please do not send these items to our returns address, as they will arrive back to us and your refund will be delayed.
There is nothing further you need to do on this page. The rest of these instructions do not apply to your parcel.
2. Despatch note telling you to use our DHL returns portal
These items are delivered by DHL. Follow the steps below.
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).
Prepare your package
You can reuse the original packaging. Insert your completed returns form and the item(s) from this parcel only, then seal the package.
Book your free return
Use the button below to open our returns portal and create your label or QR code. You'll need your order number.
Only use this button if your despatch note DOES NOT have a QR code on.
Drop it off
Take your package to any of the DHL service providers listed during the returns process and show them the personal barcode emailed to you. If you don't have a printer, the service provider can print the label for you (select this option when registering your return). If you chose print at home, attach the label securely before dropping the parcel off. Hand over the package to be scanned and recorded, then await our notification confirming we've received it and your refund process has started.
Returns portal items only:
Alex Direct Returns
Unit C, Acton Cl
Acton Road Industrial Estate
Long Eaton
Nottingham
NG10 1FZ
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.
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.
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.
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 do I know which process to use?
Your despatch note tells you. If it has a QR code printed on it, scan that code. If it directs you to our returns portal, use the button in section 2. Use only the process shown on that parcel's despatch note.
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 its own returns process. 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.
What is the returns address?
Most returns are booked through the QR code on your despatch note or through our returns portal, so you do not need an address at all. If your despatch note has a QR code, scan it, as those items cannot be returned to our returns address. If your despatch note directs you to our returns portal and you are posting at your own cost, use the Alex Direct Returns address shown above.
What happens if I send my return to the wrong place?
We will do our best to recover it, but it will take longer to reach us and your refund will be delayed. Please return each parcel using the process shown on its own despatch note.
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 shown on your despatch note. We do not cover costs for returns sent via a different courier or service.
