FAQs



RETURNS & REFUNDS


WHAT'S YOUR RETURN POLICY?

We hope your order is ‘the one’, but if it’s not, you can return you item(s) within 30 days of receiving your order to receive a refund. 


If you're a US or EU customer, a £7 return fee applies to your order. The return fee will automatically be deducted from the refund at the time we issue it to you. Returns in the UK are free.


We’re not currently able to offer free returns in Canada and Australia. Our standard return policy applies, but any returns made are at your own expense and risk. 


You can read our full return policy here.

HOW DO I RETURN AN ITEM?

We've made it easy for you to do returns. Simply click the button below, follow the instructions on the portal, print your label and drop off your return your closest carrier location.



Length too long? Waist not quite fitting right? Skip the return and make it fit with our seamless and high-quality tailoring service. Learn more.


Returning from Australia or Canada? Learn more.

HOW DO I USE YOUR RETURN PORTAL?

1. Go to our Returns Portal


2. Input your email address and ALIGNE order number. Please note that the ALIGNE order ID always starts with AL- and is followed by five digits. You can find this number in the email confirmation you got when you placed the order.


3. Click "Start a Return"


4. Choose the item(s) you want to return


5. Select the return reason. It's possible to leave a comment, but you don't have to


6. Review your return, click "Submit return" on the left-hand side when you have confirmed everything is correct


7. Print your label. You can find it on the portal and it is also sent to you via email


8. Securely pack your item(s). We ask that all of your returned items are new and unused with the labels/tags intact, and if available, in its original packaging.


9. Attach the printed label to your parcel and drop it off at your nearest carrier location. 


10. Returns will be processed to your original payment method within 7-10 days. You will be notified once received and completed. Please note that the time it takes for the refund to appear on your account will depend on your bank.

DO YOU OFFER EXCHANGES?

Sadly, we’re unable to exchange items as stock levels are changing all the time, so to avoid disappointment we recommend placing a new order for the correct item and return your original item via the usual return method for a refund.


We are hoping to be able to offer exchanges in the future.

CAN I RETURN TWO SEPARATE ORDERS IN THE SAME PARCEL?

At the moment, this is not possible. We're hoping to offer this soon. We kindly ask that you generate a returns form for each order you're returning to us. 

WHEN WILL I GET MY REFUND?

We usually process refunds within 7-10 days, this may vary during busier times. You will always get a notification once your refund has been processed, so please allow for this time frame. The return fee will automatically be deducted from your refund.


The time it takes for the refund to appear on your account will depend on your bank.


ORDERS & DELIVERY


WHERE IS MY ORDER?

All of our deliveries are tracked for peace of mind. You will be sent a tracking link when your order has been shipped. Either follow the direct link in your email or go to our delivery page to find links to the tracking portals for the different carriers we use.


If you're having trouble with tracking your parcel, reach out to us and we'll help.

HOW DO I USE A PROMO CODE?

If you have a promo code to us on our site and it doesn't auto-apply to your order, it needs to be added at the check-out stage. After you've chosen what you want to buy, simply go to your basket and enter the promotional code in the box labelled "COUPON" and then click "Apply". 


Our promotional codes are case sensitive and can only be redeemed on Aligne.co. You can only use one code at time and, unless otherwise specified, promotional codes are not valid in conjunction with any other offers, promotions (e.g. sale items) or pre-orders.

DO YOU SHIP TO MY COUNTRY?

We currently ship to the following countries: Australia, Austria, Belgium, Canada, Denmark, France, Germany, Greece, Ireland, Italy, Netherlands, Portugal, Spain, Sweden, UK and US. 


We're working on adding more destinations to the list!

CAN I CANCEL OR AMEND AN ORDER?

Our warehouse works really quickly to get your order to you so sadly we are unable to cancel or amend once you have placed your order. 


You always have the option to return as stated in our Returns Policy page

I HAVE RECEIVED A FAULTY OR INCOMPLETE ORDER

Please get in touch with us as soon as you discover that your order isn't what you expected it to be. 


If you have received a faulty item, please include photo(s) when you contact us.

WILL I BE CHARGED IMPORT TAXES IF I LIVE OUTSIDE THE UK?

EU DELIVERIES


Import taxes and duties are already included in the price you see at check-out. 


If you mistakingly receive an email that taxes and duties are due on your shipment, please do not pay and get in touch with us.


US\REST OF WORLD DELIVERIES


Please note that all of our prices exclude customs, import and sales taxes. You are responsible for paying any additional charges such as customs, import and sales taxes. You can find out more here.

MY PARCEL IS LOST

If your parcel has gone missing, please get in touch with us.


SIZING & PRODUCTS


WHAT SIZE RANGE DO YOU OFFER?

Our garments come in 6-22 in UK size conventions. Some items use dual size conventions, we carry those in the XS-XL range. Our jeans are available in the range W24-W40. Check our size guide for more information on how to find your perfect fit and find our size conversions.

HOW DO I FIND THE RIGHT SIZE FOR ME?

Check our size guide to find the right size for you. If you need more help, you're always welcome to get in touch with us as well.

ARE YOU GOING TO RESTOCK A STYLE?

We can't always say when, but we do get restocks of certain items. We recommend to sign up to get notified when a style comes back in stock.


1. Go to your desired product

2. Choose the size you want

3. Click "Email Me If It Becomes Available"

4. Enter your email and click "Email Me When Available"

5. If/when this item is back in stock in your desired size, we'll send you an email to let you know

WHAT'S THE BEST WAY TO TAKE CARE OF MY ALIGNE PIECES?

Please always follow the care instructions that you find on your garments. 


For any knitwear pieces, we always recommend that you fold them rather than hang them.


If you want to learn more about our denim and how best to take care of this material, you can read more here.


TAILORING & REPAIRS


HOW DOES YOUR TAILORING & REPAIR SERVICE WORK?

We want our community to feel confident when they wear ALIGNE and have the perfect fit, season after season. That's why we've partnered with SOJO to offer bespoke tailoring and repairs on a selection of items, whether you're buying now or they're already in your wardrobe. 


Booking a tailoring service or repair is easy. Simply click the button below and follow the instructions on the portal. 



You can read more about our tailoring & repair service here. If you need more help, the team at SOJO are available to answer any questions at support@sojo.uk

WHAT DOES IT COST? 

We cover part of the cost so you can find your perfect fit. A flat fee of £15 applies to each ALIGNE item you want tailored, regardless of the type of item. We also cover the delivery fee to make it easier for you.


Our repair service is free on all ALIGNE items, new and old.

DO YOU OFFER TAILORING AND REPAIRS IN MY COUNTRY?

Our tailoring and repair services are currently only available to all of our UK customers. SOJO provides a door-to-door collection and delivery service in London and a postal service nationwide.


Door-to-door collection and delivery service in London only applies to E, EC, N, NW, SE, SW, S and WC postcodes. 

WHAT ITEMS ARE AVAILABLE TO BE TAILORED OR REPAIRED?

We offer tailoring across all of our pieces, excluding all jersey and sale items. Once an item has been altered by SOJO, it's no longer eligible for a refund. SOJO are dedicated to make the fit work for you. You can read more in our returns policy


We want you to wear and love your ALIGNE pieces for years, that's why we offer free repairs on all of our items, new and old. We can fix buttons, holes, zips, seams, rips and so on. Our free repair service only applies to faulty items and items with signs of fair wear and tear. 

WHAT IS SOJO?

SOJO is the clothing alterations and repair platform for people and businesses, built on the belief that a responsible fashion future is possible. We’ve now partnered with SOJO to offer bespoke services on your ALIGNE items. You can read more here.


SOJO’s studio is in East London, UK and provides a door-to-door collection and delivery service in London and a reliable postal service nationwide.  


PRE-ORDERS


WHAT IS PURPLE DOT?

Purple Dot is a leading technology provider to help make pre-order experiences operationally smooth, and trusted by our customers like you. They help ensure you are always up to date about your pre-order and offer a self-serve portal for you to do things like change your shipping address or amend your pre-order. Purple Dot also guarantees your pre-order will ship, or your money back: offering that extra assurance and trust that your money is always kept safe until we are ready to ship!


In addition, they offer additional shipping flexibility for us to ship pre-order items as they arrive to our warehouse – so you can always get your hands on your pre-order as soon as possible!

HOW DO I MAKE A PRE-ORDER?

If an item is available for pre-order, it'll show a PRE-ORDER button instead of the ADD TO CART button. Select the size you want and click to pre-order. Follow the instructions online.

WHAT DO I NEED TO PROVIDE WHEN I MAKE A PRE-ORDER?

You will need to provide your email, shipping address and card details that will be charged for your pre-order just like a normal online checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our self-serve portal to check or amend your pre-order anytime before it ships. You can access the self-serve portal here.

WHAT ARE MY PAYMENT OPTIONS WITH PRE-ORDERS VIA PURPLE DOT?

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

WHAT HAPPENS TO MY MONEY WHILE I WAIT FOR MY PRE-ORDER?

Purple Dot keeps your money safe and available for a full refund anytime before you pre-order ships. This guarantees that your pre-order will ship or your money back: keeping you in full control if you change your mind. 

WILL I KNOW IF THE SHIPPING DATE CHANGES FOR MY PRE-ORDER?

Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check up on the estimated shipping date via the self-serve portal at anytime. You can access the self-serve portal here.

CAN I CHANGE MY SHIPPING ADDRESS?

Yes! Login to your pre-order self-serve portal here to update your shipping details. You will then receive an updated pre-order confirmation email.

CAN I CHANGE MY EMAIL?

Yes! Please get in touch with us to share your updated email address, and a customer service team member will get this updated for you. You will then receive an updated pre-order confirmation email.

WHAT HAPPENS IF I CANCEL MY PRE-ORDER?

You can cancel at any time here before your pre-order ships.


You will receive an email confirming the refund and will see the money back in your account in 3-5 business days, depending on your bank. 

IS MY PAYMENT INFORMATION SAFE?

Payment information is processed securely by Stripe. No card details are transferred to or held by ALIGNE or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols. 

I HAVE ASKED FOR A REFUND. HOW WILL I BE REFUNDED?

Refunds are issued to the debit or credit card used at checkout and will be processed within 3-5 business days, depending on your bank. 


THE LIST


WHAT IS THE LIST?

The List is ALIGNE’s loyalty programme. We wanted to give back to our community of customers that love ALIGNE and continue to support us. Think of this as our way of saying thank you. You can learn more and sign up here.

HOW CAN I JOIN?

Simply sign up using the form at the top of this page. It’s that easy. All we need is your name, email address and birthday. 

IS THE LIST OPEN TO EVERYONE?

The List is currently only open to customers in the UK. We’re hoping to make it available in the EU and US soon!

HOW DO I START COLLECTING POINTS?

If you’re signed up to The List, you start collecting points when you purchase something on aligne.co. 


Please note that you can’t accumulate points for ALIGNE styles bought through our retail partners or sample sales.


1 point = £1 spent on aligne.co

HOW LONG DOES IT TAKE TO SEE THE POINTS ON MY ACCOUNT?

Points are added to your account 30 days after the order date. We’re only able to offer points on purchases that are kept and not returned, which is the reason for this delay.


GENERAL


HOW DO I GET IN TOUCH WITH YOU?

You can get in touch with us here. We usually respond to any enquiries within 24-48 hours.

HOW DO I SELECT MY COUNTRY IN THE WEBSITE MENU?

Please scroll all the way to the bottom of the homepage and select your country and currency.

DO YOU HAVE A STORE?

We don't have a store currently, but you can find some of our products in Liberty and Anthropologie stores in the UK.

GOT A 
QUESTION?

We love to hear from you, so don't hesitate to reach out if you've got a question or just want to chat.

Join The List

Enjoy 10% off your first order, be the first to know about our new arrivals, the stories behind our collections and earn exclusive rewards.