We can deliver your goods to any address, whether your home, place of work or a friend's address. Please ensure you complete the desired delivery address during the checkout process.
Here at Alan Paine, we’re keeping a close eye on how the coronavirus pandemic develops across the globe. As the situation unfolds, we’re committed to prioritising the wellbeing of our employees and customers.
Our website is still operating as usual and we continue to ship worldwide via UPS. There are currently no issues or delays with UPS service.
During this period of uncertainty, we are currently extending our returns policy from 30 to 60 days. We pride ourselves on impeccable service but anticipate deliveries and other queries may take a little longer than usual. We kindly ask for your understanding and patience while we prepare your order for delivery. This is to ensure that all of our team members, as well as customers, remain safe. We will update you once your order is ready to be shipped. Please do not hesitate to contact our customer service team at firstname.lastname@example.org with any questions—they’re standing by ready to help. Like everybody, we’re doing our best under trying circumstances and ask you to bear with us.
Please be aware that we've shut our main head office to minimise travel, so we're unavailable via phone. However, we can be contacted via email email@example.com and through our social media channels.
We ship to all countries outside of the EU on a DDU basis (Delivery Duty Unpaid). This means that you are liable for any local sales taxes or import duties which may be charged on your item(s). We have no control over these charges and cannot confirm how much the charges may be. You are also responsible for providing any information required by customs to ensure the goods are cleared. Occasionally goods may be subject to delays, due to customs or weather. Customs policies vary widely from country to country so we recommend you contact your local customs office for more information.
Customer satisfaction is our top priority. If you are not happy with your goods or need to exchange an item for a different size you may return your goods at any time up to the end of 30 days after you receive the goods.
Unwanted goods must be returned in an unused, fully resalable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
If the goods are being returned because they are unsuitable, the cost of return postage is to be paid by you. If the goods are being returned because they are faulty, we will pay the cost of returning the item. Proof of postage costs will be required.
When returning goods from outside the EU you must attach a customs declaration describing the goods as ‘British Returned Goods’ only. Items returned with incorrect customs declaration may be delayed in customs and may lead to the parcel being returned to sender. We are unable to accept any parcel with customs charges payable, such parcels will be refused and returned to sender. We are unable to refund any import duties or local taxes in relation to returned or exchanged goods. In some circumstances refunds may be available from your local customs office. For further information please contact the relevant customs office directly. In cases where the item is deemed to be faulty we will only refund a maximum of £15 towards any return delivery charges incurred.
Our address for all returns is Alan Paine Knitwear, 4A Hamilton Way, Oakham Business Park, Mansfield, Nottinghamshire NG18 5BU, England.
For further information you can contact one of our customer service representatives who will be happy to talk you through the procedure, simply call +44 (0)1623 339002 (Local Rates apply).
Please note that Alan Paine is unable to compensate for any parcels that are lost or damaged in transit.
In the event of any failure to return any goods to us which have been validly cancelled, we shall have the right to charge any costs of recovery of the goods. We request that all goods are returned within 30 days of the date of your receipt of the goods and will make refunds to you in accordance with these terms within 30 days of the date of our receipt of goods.
All accurately returned products will be credited to the original purchaser’s credit card including sales taxes for all EU country shipments excluding packaging and shipping charges. Refunds of international customs duties and sales taxes are excluded on shipments outside the European Community (EU).