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Returns and 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.
• If you want to order a replacement garment in the meantime, just go ahead and place another order in the usual way.
UPS Easy returns using UPS ‘drop-off’. Call us on 0845 463 1018 for details.

Just follow these four steps to return an item to us:


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:
Alexandra Returns Unit,
12A Balloo Avenue
Co. Down, BT19 7QT


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 DPD: Call us on 0845 463 1018 and ask us to arrange for our delivery partner DPD to collect your package for a fee of £6.00+VAT or 

How it works
1. Call us on 0845 463 1018 to find your nearest UPS drop-off point or arrange for your package to be collected for a fee of £3.00+VAT.
2. We will then email you a pre-paid UPS label for your parcel.
3. Take the parcel to your chosen drop-off point at a time convenient to you.
4. The parcel will be picked up within 24 hours. Once received we will be able to process your refund.


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 0333 600 1111 quoting your Account Number and Order Reference. 


Frequently asked questions

What can I return?

You can return any faulty, substituted or not as described item. You can return any item that you are not happy with within 30 days of receipt except:

• If the item has been worn or washed 
• If the item has been correctly personalised to your instruction with embroidery or printing
• If the item is bespoke to your design
• We cannot accept returns of garments that have been correctly personalised to your instruction with embroidery printing or made to your design. 

Please return goods with a completed returns form.

When and how will I get a refund?

You’ll usually get your refund within 10 working days of our receipt of your package. We will either credit the card that you used to make payment for your item, or we’ll credit your Alexandra account.

What is the returns address?

The address to send the return to is:
Alexandra Returns Unit, 
Alexandra Returns Unit, 
12A Balloo Avenue
Co. Down, BT19 7QT

Do you cover the postage fee for returned items?

If the returned items are faulty, substituted or not as described, we will cover the postage costs. If the items are just unwanted, we’ll refund the cost of the items, but not the postage costs. Please call our customer service team on 0845 463 1018 or email us your request. We can also arrange for UPS to collect your package for a fee of £3.00+VAT or an alternative courier for a fee of £4.00+VAT.

I don’t have the Returns Form, what do I do?

Call our Customer service team on 0845 463 1018 or email us your request, quoting your Account number and order reference, we’ll send you a copy of your returns form.