FAQS

RETURNS & REFUNDS

HOW DO I RETURN AN ITEM?

UK AND EU RETURNS


To return an item, simply use our Returns Portal where you will be asked to follow a few simple steps to create your return with your preferred carrier. 


You can find your order number on the packaging slip that came with your order. 


Please note that for your return to be registered in our portal, you need to add AL- in front of the five-digit order number. 

WHEN WILL I RECEIVE MY REFUND?

We usually process refunds within 10 -14 days and 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 time it takes for the refund to appear on your account will depend on your bank.

CAN I EXCHANGE MY ORDER?

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 full refund.

WHAT'S YOUR RETURN POLICY?

If your order isn’t "the one" you can return your item(s) within 30 days of receiving your order to receive a full refund.


We ask that your returned items are new and unused with the labels/tags intact and in its original packaging.

I WANT TO CHANGE MY RETURNS CARRIER

Please get in touch with us here and we'll be able to help you.


DELIVERY

HOW DO I TRACK MY ORDER?

All of our deliveries are tracked, and you will be sent a link when your order has been shipped.

Alternatively, you can also track your order here.

It will ask you to sign in with the email address you used to make your order. You will then be sent a code via email. 

DO YOU SHIP TO MY COUNTRY?

We currently ship to the following countries:


UK, Austria, Belgium, France, Germany, Ireland, Netherlands, Sweden, Italy, Spain Portugal, Greece, Finland and Switzerland. 


We also ship to the US via our US website.


Keep an eye out as we're adding more countries soon!

CAN I CANCEL OR AMEND MY ORDER?

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


However, you always have the option to return as stated in our Returns Policy page

HOW LONG WILL IT TAKE FOR MY ITEMS TO ARRIVE?

UK DELIVERIES

If you placed your order with Royal Mail Standard Tracked shipping, your order should be delivered within 3-5 working days via Royal Mail. If you place your order with Next Day shipping, before 12pm you will receive your order the next working day via DPD. Please note, if you place your order with Next Day shipping after 12pm, your order will be shipped the next working day.


Next day orders placed after the cut off on Friday will roll over onto the next working week day.


Saturday deliveries placed after 12pm on a Friday will roll over to the following Saturday.


EU DELIVERIES


The carrier will vary depending on your location. Please allow 5-7 working days for delivery.

I HAVE RECEIVED A WRONG/FAULTY ITEM 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. 

You can contact us here.


PRODUCT & GENERAL

HOW CAN I GET IN TOUCH WITH YOU?

If you can't find your answer, then please get in touch with us.

We aim to respond to every enquiry within 48 hours. Please note our working hours are Monday-Friday 9AM to 5.30PM GMT. 


If you’d like to discuss press, corporate or brand marketing enquiries, please email: press@aligne.co 

WHERE CAN I FIND FIT AND SIZE ADVICE?

You’ll find this on the product page, simply click "Size Chart" to see a conversion chart. You'll also see the sizing our model is wearing for each style under the product description.


We are a London-based brand, so we use UK sizing.

You're also always welcome to contact us if you need help with your sizing.

ARE YOU GOING TO GET MY SIZE AGAIN?

We're happy you ask, because you can be the first to know! 


If you're interested in a particular item but it's out of stock, you can sign up to get notified when we restock that item in your size. Simply go to the item, select your desired size and click the box labelled "Email Me If It Becomes Available".


You can also sign up to our newsletter and Instagram for updates on product launches.

HOW DO I USE A PROMOTIONAL CODE?

If you have a promo code to use on our site that 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". 


Please note that our codes are case sensitive and that some exclusions apply to some codes.

DO YOU HAVE A STORE?

We do not currently have a store, but we're planning to launch one in London in 2023. Watch this space!