Returns & Refunds
It’s easy to return an item to us. Unless faulty or not as described, returned items must:
- Be returned to us within 30 days of receipt. We will not accept the return after this time has elapsed
- Be unworn, unaltered and unwashed and in resalable condition
- Not be embroidered, bespoke or customised
- For more information about our returns & refunds please refer to our Terms & Conditions
If you want to order a replacement garment in the meantime, just go ahead and place another order in the usual way.
Return an item in 4 easy steps:
Locate the returns form in your delivery package
Separate the Returns Form from your Despatch 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. Reason codes can be found on the return form.
Prepare your package
You can use the original packaging that your item arrived in to return it to us.
Ensure that you insert your completed Returns Form along with the item that you are returning before sealing the package.
Ensure that the following address is clearly visible on the outside of the package:
Alex Direct Returns
Old Heath Road
Send it - by mail or courier
Return by mail: you can send the package back to us through the Royal Mail or your own courier service. We recommend that you use recorded delivery so that you can track the package.
Collection by DX: Call us on 01454 878 268 and ask us to arrange for our delivery partner DX to collect your package for a fee of £4.00+VAT.
Receiving your refund
When we receive your returned package, along with the completed Returns Form, we’ll arrange your refund. We’ll do this as promptly as possible and usually within 10 working days of receipt of your package. Should you need any further help, please contact our customer service team on 01454 878 268 quoting your Account Number and Order Reference.