Refund policy
At Alden & Vale, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help.
Returns
We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unused and in the same condition you received it.
- Be returned in its original packaging.
- Include proof of purchase or your order confirmation.
To request a return, please contact us at:
Email: info@aldenandvale.co.uk
If your return is approved, we will provide instructions on where to send your item. Returns sent without prior authorisation may not be accepted.
If you have any questions regarding a return, please contact our customer support team.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If your item is damaged, faulty, or you have received the wrong product, please contact us within 48 hours of delivery with your order number and photographs of the issue. We'll work quickly to resolve the problem by arranging a replacement, exchange or refund where appropriate.
Non-Returnable Items
Unfortunately, we cannot accept returns for:
- Bespoke or made-to-order products
- Personalised items
- Gift cards
- Clearance or sale items (unless faulty)
If you are unsure whether your item is eligible for return, please contact us before returning your order.
Exchanges
If you would like a different product or colour, the quickest option is to return your original item (once approved) and place a new order.
European Union Cooling-Off Rights
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it without providing a reason.
Returned items must be unused, in their original condition and packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or card provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us.
Return Address
Alden & Vale
24 Pitt Street
Rochdale
Lancashire
OL12 0HR