Shipping & Returns

All our orders will require a signature on delivery. If nobody is available to sign for your parcel at the specified address, our delivery company will leave a card and telephone number for you to make alternative arrangements. 

DELIVERY EXCEPTIONS

PO BOX ADDRESSES -

We are unable to deliver to PO Box numbers, BFPO addresses, mail-forwarding addresses and temporary residence addresses. This is to ensure the safe and undamaged delivery of your order.

DELIVERY AT WEEKENDS -

Please note that currently our couriers do not deliver at weekends or Bank Holidays. 

Please check your order as soon as you receive it. If your order is not as expected, please contact our Customer Support as soon as possible with your order confirmation number to hand - shop@alexorso.com.

We will be happy to offer you an exchange or refund within 15 days of the date you receive your Product(s) or someone appointed by you to receive the Product(s) (see Terms & Conditions). This includes items purchased in the Sale or with a promotion or discount code. 

Products purchased online must be returned to us in perfect condition and in their original packaging with your Paperwork in order for us to process an exchange or refund. 

Engraved items cannot be returned, exchanged or refunded.

For UK Returns Alex Orso will email you a return label using the email address provided at checkout. Our preferred courier service (currently DPD) will send you details of your nearest DPD PickUp location where you can drop off your parcel. 

For International Returns you are required to cover the full cost of returning the product back to the Alex Orso. We request you use a recorded / tracked delivery service. Please email the tracking reference to customercare@alexorso.com. If Alex Orso incurs additional postage costs on your international returns package we may deduct these costs from your refund total.

Returns Address : Alex Orso / 1 Bickels Yard / 151-153 Bermondsey Street / London / SE1 3HA / UK. 

Your parcel remains your responsibility until it is received back at the Alex Orso studio and we cannot accept liability for Product(s) lost or damaged in transit back to us. When we receive your goods back in the studio, and are happy with their condition, we will arrange your refund (excluding the original international shipping cost).

2021 deadlines for delivery before Christmas:

Australia order by 10th December 2021

USA order by 10th December 2021

EU order by 13th December 2021

UK order by midday GMT 20th December 2021

The Alex Orso Studio will be closed from midday Tuesday 21st December 2021 to Monday 3rd January 2022.

No orders will be processed or shipped between these dates.

No Christmas returns or refunds will be processed between these dates.

Any item purchased between 1st December and 24th December can be returned and exchanged (unworn condition and in its original packaging) up until the 20th January 2022.

If you would like to return your product between 21st December 2021 and 3rd January 2022 please email returns@alexorso.com and the Alex Orso team will be in contact as soon as the Studio opens again in 2022.

Upon receipt of items, the credit or debit card originally used for the purchase will be credited with the cost of the goods minus the delivery charges (exceptions may apply). We will process your refund within 5 working days of receiving your product back at the Alex Orso studio. Your credit card company may take 4-7 working days to credit your account.

For purchases made through PayPal, PayPal may deduct an administration fee from the total amount refunded by Alex Orso. PayPal may also take up to 30 days to process your refund if you paid for your purchase using a credit or debit card. If the PayPal purchase was made using your bank account or PayPal balance, the refund will be credited to your PayPal account. This can take 3-5 days.