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.
We are temporarily unable to deliver to countries in the EU. We are working to re-enable the service as quickly as we can - please check back for updates.
As many of you will be aware, the last-minute Brexit deal has had an incredibly disruptive effect on many UK-based companies operating in Europe, including Alan Paine.
However, we are delighted to confirm that, with immediate effect, we will deliver all European orders with VAT and duties pre-paid at no extra charge to our customers. Rest assured, you will now receive your parcels as normal, without unforeseen delays and without any extra charges.
Orders made before 1pm (GMT) will be dispatched the same day, except during very busy sale/promotion/holiday periods. During very busy sale/promotion/holiday periods, we still dispatch the vast majority of orders same day, but unfortunately cannot guarantee this for all orders. Orders placed on the weekend are dispatched on Monday.
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If you live outside the UK or EU, local customs or import duties may be charged when your parcel reaches your destination. Recipients outside the UK or EU will be responsible for any import duties, clearance fees and other additional charges. Brexit update: all EU orders are sent with VAT and duties pre-paid at no extra charge for our customers.
Whilst we hope you're happy with our products and service, we understand that sometimes people wish to return goods for a variety of reasons. We want this process to be as simple and convenient as possible for you, so we offer a 30-day returns policy.
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.
Due to legislation changes you will need additional paperwork to ensure no additional taxes or duty are applied to your return goods. Please email us at email@example.com with your order number and items you wish to return. We will send the relevant documents. Please note without these documents any additional tax and duty that may be applied will be deducted from your refund amount.
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).
Ordered the wrong size? It happens. Unfortunately, we can't offer an exchange service on returned orders from the EU. The quickest and easiest way to get easiest the correct size is to place a new order on our website. Then return your original order advising that you've placed a new order. We will refund the shipping charge so you don't have to pay twice.