Shipping & Returns

Last updated: 22 October 2026

PART A — SHIPPING

1. Where we deliver

We currently deliver to addresses in the United Kingdom only.

2. Order processing

We process orders once payment has been confirmed. We aim to pass your order to our fulfilment partners within [two] working days. A working day is any day from Monday to Friday, excluding public holidays in England. Orders placed on a weekend or public holiday are processed on the next working day.

Occasionally we may need to carry out checks before dispatching an order, for example to verify a delivery address. If this happens, we will contact you by email.

3. Fulfilment and dispatch

Our products are prepared and dispatched by third-party suppliers and logistics partners. Depending on the product, your order may be dispatched from a location outside the United Kingdom. If your order contains more than one item, those items may be sent separately and may arrive on different days. Each parcel will have its own tracking details.

4. Delivery times

Unless a different estimate is shown on the product page or at checkout, we estimate delivery within [10 to 20] working days of the date you placed your order.

Delivery estimates are given in good faith but are not guaranteed. Delivery can be affected by carrier delays, customs processing, adverse weather, public holidays and periods of high demand.

If your order has not been delivered within 30 days of the date you placed it, or by any later date we have agreed with you, you may be entitled to cancel and receive a full refund under the Consumer Rights Act 2015. Please contact us if this applies to you.

5. Delivery charges

Any delivery charge is shown at checkout before you pay. We do not add charges after an order has been placed.

6. VAT and taxes

Prices shown include VAT where applicable. Any other charges that apply to your order will be shown at checkout before you pay. We do not expect you to pay anything further on delivery. If a carrier or customs authority contacts you regarding an additional charge in connection with your order, please get in touch with us before paying.

7. Tracking your order

When your order is dispatched, we will send you a dispatch confirmation email. Where the delivery service supports it, this will include a tracking number and a link to follow your parcel.

  • Tracking information is provided by the carrier and may take [one to three] working days after dispatch to show its first update.
  • For parcels travelling from outside the United Kingdom, updates during international transit may be infrequent. This is normal and does not mean there is a problem with your order.
  • Some parcels are passed to a local delivery service for the final stage of delivery. If this happens, the tracking number may change and we will let you know.
  • If you have not received a tracking number within [five] working days of placing your order, please contact us.

8. Delivery address

Please check your delivery address carefully when placing your order. If a correction is needed, contact us as soon as possible. We can change the address only before the order has been dispatched.

If a parcel cannot be delivered because the address was incomplete or incorrect, we will contact you to arrange redelivery. We may ask you to cover the reasonable cost of redelivery and will tell you the amount before sending the parcel again.

9. Failed or missed deliveries

If the carrier cannot deliver your parcel, it may leave a notice, attempt delivery again or hold the parcel for collection. If the parcel is returned to the sender, we will contact you to arrange redelivery or, where that is not possible, a refund.

10. Lost, delayed or damaged parcels

Goods remain at our risk until they are delivered to you or to a person you have nominated to receive them. If your parcel is lost, delayed beyond the estimate in this policy or arrives damaged, please contact us and we will investigate with the carrier.

If you are reporting damage, please include your order number and photographs of the item and its packaging. Where a parcel was lost or damaged before delivery, we will arrange a replacement or a refund.

11. Changes and cancellations before dispatch

You may ask us to change or cancel an order before it has been dispatched, and we will do so where we can. Once dispatched, an order cannot be altered, though your right to cancel and return the goods remains as set out in Part B. Refunds for cancelled orders are made to the original payment method.

PART B — RETURNS AND REFUNDS

12. Your right to cancel

If you are a consumer in the United Kingdom, you have the right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 14-day period begins on the day you receive the goods. If your order contains several items delivered separately, it begins on the day you receive the last item.

To exercise your right to cancel, please email [CONTACT EMAIL] with your order number and a clear statement that you wish to cancel. We will confirm your cancellation by email.

13. How to return goods

Before sending anything back, please contact us first at [CONTACT EMAIL]. We will confirm the returns procedure and any relevant instructions in writing before you send the item.

You must return the goods without undue delay and within 14 days of telling us you wish to cancel. Please return items unused, in their original condition and packaging where possible, with any tags or labels attached. You are responsible for taking reasonable care of the goods until they reach us.

You will bear the direct cost of returning the goods, unless they are faulty, damaged or not as described, in which case we will cover the reasonable cost of return. We recommend using a tracked service and keeping proof of postage, as goods remain your responsibility until we receive them.

We do not have a fixed returns address in the United Kingdom. Instructions will be confirmed in writing when you contact us to start a return.

14. Refunds

We will refund you without undue delay, and in any event within 14 days of receiving the returned goods or of receiving evidence that you have sent them back, whichever is earlier. We will not withhold your refund beyond that point.

Refunds cover the price of the goods and the cost of standard delivery that you paid. We are not required to refund any additional amount you paid for an upgraded or express delivery option.

Refunds are made to the original payment method. Your bank or card provider may need additional time to process and post the refund.

If goods are returned in a condition that shows they have been used or handled more than necessary to inspect them, we may make a deduction from the refund to reflect the reduction in their value. We will tell you about any deduction before processing the refund.

In some cases, and at our sole discretion, we may offer to refund you without requiring the goods to be returned, for example where the return cost would be disproportionate. This does not affect your right to a full refund if you prefer to return the item.

15. Faulty, damaged or incorrectly described goods

If your goods arrive faulty, damaged or materially different from their description, please contact us as soon as possible at [CONTACT EMAIL] with your order number, a description of the issue and clear photographs.

Under the Consumer Rights Act 2015:

  • Within 30 days of delivery, you may reject faulty goods and receive a full refund.
  • After 30 days, you may be entitled to a repair or replacement. If neither is possible or successful within a reasonable time, you may be entitled to a price reduction or to reject the goods, with a possible deduction for use.
  • If a fault appears within six months of delivery, it is presumed to have existed at the time of delivery unless we can show otherwise.

Where goods are faulty or not as described, we will cover the reasonable cost of returning them. Refunds for faulty goods will be processed within 14 days of our agreeing that you are entitled to one.

16. Exchanges

If you would like a different size or colour, please contact us before returning anything. Where the item is available, we will arrange a replacement. Otherwise, you may return the original item and place a new order.

17. Items that cannot be returned

Some goods may not be eligible for return, for example where they have been personalised or where hygiene seals have been broken. If any product in our range falls into this category, we will state so clearly on the product page before you buy. We do not currently sell personalised goods.

18. Payment disputes

If you have a concern about an order, we ask that you contact us first so that we can resolve it. This does not affect your right to raise a dispute with your bank or card provider.

19. Model cancellation form

(Complete and send this form only if you wish to cancel your order.)

To: ALREOZ, [CONTACT EMAIL]

I give notice that I wish to cancel my contract for the purchase of the following goods:

Goods: [description]
Order number: [order number]
Date ordered / date received: [date]
Your name: [name]
Date: [date]

20. Contact

To cancel an order, start a return, ask about an exchange or report a problem, please write to [CONTACT EMAIL].