Delivery, Returns & Refunds

ORDER CONFIRMATION

After placing your order, a confirmation email will be sent to your registered email address. If you do not receive the email within 15 minutes, please check your junk box as sometimes an automatic email can be filtered.
Alternatively, to confirm your order has been placed successfully, please log in and go to “My Account” at the top of the website and select “My Orders”.

DELIVERY OPTIONS

All of our delivery options are fully trackable and you will be sent a tracking number once your order has been dispatched. 

We aim to dispatch orders taken before 1pm Monday - Friday on the same day, and orders placed after 1pm, or over a weekend or bank holiday, the next working day.

We cannot ship Alterna products internationally.

The Isle Of Man is covered under our UK delivery service. We are unable to ship to the Channel Islands including Jersey and Guernsey.

DELIVERY EXCEPTIONS

We are closed on all bank holidays, weekends and Christmas period; delivery times will be affected during those periods. We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our websites or force majeure events, such as extreme weather conditions or postal strikes, will mean that delivery may take slightly longer than expected.

RETURNS POLICY

Changed your mind? No problem. Our returns policy means you can return an item within 14 days of when you received it. If the item is unused and in its original packaging, we’ll offer an exchange or a full refund. This does not affect your statutory rights.

Important: Please ensure you complete the returns form below prior to returning an item. Our customer service team will provide you with a returns number which must included in your parcel. If this information is not included we may not be able to process your return or refund.

If an item arrives damaged or faulty: Unfortunately packages can occasionally become damaged in transit. In the unusual event you receive a damaged or faulty item please contact our customer service team with your order details and proof of damages such as photos of the product or damaged packaging. In the event you need to return a faulty or damaged item we will provide you with a free Royal Mail returns label.

If an item is missing from your order: Please contact our customer service team with your order details and details of which item is missing from your order. We will investigate missing items with our warehouse team and couriers, and once approved we will send out a replacement product. A refund for missing items will only be issued in the event the item is out of stock and we cannot provide a replacement.

Exchanges and refunds will be processed within 10 working days of receipt. We may require proof of damages such as photos of of the product or damaged packaging in order to process a refund or arrange a replacement.