FAQs & General Information

Need help?

Here is a list of our most frequently asked questions.
If you don’t find the answer to your question here,
contact us and a response will be sent to you within 24 – 48 hours.

General Enquiries

Email: info@thealleyonline.co.uk

How to place an order?

To purchase items simply click on the Add To Cart option of the item(s) that you want. The item(s) will then be added to your shopping cart. You can either view your shopping cart or Check Out.

Items in your cart are not reserved for you and are available for other people to buy so make sure you act fast if there’s something you really want.

Can I cancel my order?

You can cancel your order, for any reason, up to the moment it is processed. Once it has been processed, you cannot cancel but you may return your order.

Do you offer exchanges?

Unfortunately we do not offer an exchange service. If you do not want to keep your item, please click here to follow our Returns Policy.

How to track your order.

Tracking is quick and easy. You will have received tracking number along with the confirmation of your delivery. Simply copy the 'tracking number' into the Track My Order page for a delivery update.

What payment methods do you accept?

We accept Visa, MasterCard, Discover, American Express, PayPal and Apple Pay.

How long will it take for my item(s) to arrive?

Our goal is to offer you the best shipping times, no matter where you live. Every day, we deliver to customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.  

  • Processing time: 24 hours to process your order.

  • Please click HERE For our delivery times.

How much does Shipping Cost?

We offer FREE WORLDWIDE shipping for all orders. If you want your item(s) delivered faster then please see our delivery page.

I haven't received my item. What can I do?

If you still have not received your order(s) after a reasonable time, please contact us.

Will I be charged additional import duties?

You may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be covered by you; we have no control over these charges and can’t predict what they may be. If you are unsure and would like to discuss this with us then please contact us for more information.

Where do you currently ship?

We currently offer FREE shipping to the following countries:

United States
New Zealand

Can I track my order?

Yes, tracking is quick and easy. You will have received tracking number along with the confirmation of your delivery. Simply copy the 'tracking number' into the Track My Order page for a delivery update.

Returns Policy

Your returned item must arrive at the brand no later than 14 days after you receive the order. Returns sent after this may be declined by the brand. Once your return has been received by the brand and it complies with our returns policy, we will issue your refund.

Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box.

We will provide you with instructions on how to return your item and once your item is received back, your refund will be processed through to your original payment method.

Return postage is your responsibility unless the item is faulty, in which case the brand will refund the return postage.

How do I get a refund?

You will receive a full refund for the following issues:

- The item does not fit.
- The wrong item was received in terms of colour (evidence is needed).
- The package has arrived in a damaged condition (evidence is needed).
- The order went missing.

Returns Shipping Costs

Unfortunately we do not currently offer prepaid returns. If you need to return your order please follow the instructions on the returns policy and send your parcel back to our warehouse address.

Returns Address

Please contact us for a Returns Form.

How do I cancel my account?

In order to cancel/close your account please email info@thealleyonline.co.uk and provide us with your account name or email address, we will then close your account and advise when it is done.

Ask a Question

If you’ve got a question about one of our products, an order, payment, delivery or return, you should be able to find the answer on this page. Simply click on the relevant heading, eg Orders and then on the question that matches your query.

Still can’t find the answer you’re looking for? You can contact us by using the form below. A response will be sent to you within 24 – 48 hours