Shipping & Returns
A new delivery process is in operation until further notice for both UK and International orders.
For the time being orders will be processed once a week (every Monday). Therefore any order placed after midday (GMT) on a Monday will be processed and shipped the following Monday.
Base on the above shipping schedule Free Next Day UK Delivery (except engraved items when service is resumed) - (Monday – Friday and excl. UK Bank Holidays)
- International Delivery - £16.00 (5-14 days depending on destination) see Delivery & Returns details on product pages
- Engraved items (when service is resumed) - allow an additional 3 days for UK and International Shipping
- Christmas - refer to deadlines below
RECEIVING YOUR ORDER
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.
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.
MISSING OR DAMAGED ITEMS
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 - email@example.com.
EXCHANGES & RETURNS
At this time we have extended the refund period. We will be happy to offer you an exchange or refund within 30 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.
This extended policy applies to all order made on and after Monday 30th March 2020 until further notice.
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 re 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 studio in the UK. Return address: Alex Orso / 1 Bickels Yard / 151-153 Bermondsey Street / London / SE1 3HA / UK. We request you use a recorded / tracked delivery service. Please email the tracking reference to firstname.lastname@example.org. If Alex Orso incurs additional postage costs on your international returns package we may deduct these costs from your refund total.
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).
CHRISTMAS SHIPPING & RETURNS POLICY
2020 deadlines for delivery before Christmas:
Australia order by 9th December 2020
USA order by 11th December 2020
EU order by 14th December 2020
UK order by midday GMT 21st December 2020
The Alex Orso Studio will be closed from midday Tuesday 22nd December 2020 to Monday 4th January 2021.
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 2021.
If you would like to return your product between 22nd December 2020 and 4th January 2021 please email email@example.com and the Alex Orso team will be in contact as soon as the Studio opens again in 2021.
PROCESSING YOUR REFUND
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.
EXCHANGING A GIFT
For refund requests, please note that we can only refund the credit or debit card originally used for the purchase.
If you received an Alex Orso item as a gift, and it is not suitable, you can return it within 14 days of the date you receive your Product(s) are received by you or someone appointed by you to receive the Product(s) (see Terms & Conditions). Please send your order to our Customer Support following the Exchanges & Returns Procedure above, ensuring it is in its original packaging with your Paperwork enclosed.
For exchanges, if the value of the new item exceeds the original gift value, you will be required to pay the difference. Should the value of the new item be lower than the original gift value, the difference will be credited to the credit or debit card originally used for the purchase.