Refund policy

Free Returns on all orders

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

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.

To create a FREE return - the fastest and easiest way is through our DHL returns portal. Please use the button below to start. You will need your order number.

If for whatever reason you are unable to return using our returns portal you can contact us at customercare@alexdirect.co.uk

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customercare@alexdirect.co.uk

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if 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 personalized 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 or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@alexdirect.co.uk.

It’s really simple to return an item to us.   

Unless faulty or not as described, returned items must: 

If you want to order a replacement product / garment, please go ahead and place a new separate order online and return your unwanted item.   

Returning an item 

Locate the returns form in your delivery package 

Separate the Returns Form from your Dispatch Note, along the dotted line. 

Complete the returns form 

Write the number of items you are returning in the ‘Quantity’ column next to the product style that you are returning. Please note the reason why the item is being returned by entering the correct reason code. The reason codes can be found on the return form. 

Prepare your package