Frequently Asked Questions
Orders
Can I cancel or change my order?
You can cancel within 30 minutes of purchase by contacting us. After that, your order enters processing, but you can still cancel by returning the items within 30 days of delivery under our Return & Refund Policy.
Which payment methods do you accept?
Mastercard, Visa, Google Pay, Apple Pay, Shop Pay and Amazon Pay, all protected through SSL encryption. See our Transactions Policy.
What if I entered the wrong delivery address?
Please contact us straight away. Once a parcel has been dispatched, carriers do not allow us to change the address. If a parcel is returned because of an incorrect address, we will contact you to arrange redelivery. See our Shipping Policy.
Shipping and delivery
Where do you deliver?
We ship within the United Kingdom only.
Where are orders shipped from?
Orders are packed and shipped by our international fulfilment partner, located outside the UK.
How much is shipping?
Shipping is free on every order.
How long will my order take?
Processing takes 3 to 5 business days and shipping takes 9 to 15 business days, so please allow 12 to 20 business days in total. Every order includes tracking.
Will I have to pay customs or import charges?
Our prices include UK VAT, collected at checkout. For orders of £135 or less there is nothing extra to pay on delivery. For orders above £135, the carrier may collect import VAT and duty; if you are charged VAT twice, contact us and we will refund the VAT we collected. See our Shipping Policy.
How do I track my order?
You will receive a confirmation email with a tracking link, or use our Track your order page. Tracking may take 3 to 8 business days to appear after dispatch.
Returns and refunds
What is your return policy?
You can return items for any reason within 30 days of delivery. See our Return & Refund Policy.
Which items can't be returned?
Personalised items, and underwear, shapewear and bras once the hygiene seal has been removed.
How do I start a return?
Email info@alanandjoan.com with your order number, the item(s), the reason and your name and address. We will send you the return address.
Are there any costs for returning an item?
For change-of-mind returns you pay the return postage. There is no restocking fee. If your item is faulty, damaged or incorrect, we cover the return cost.
How long do refunds take?
Refunds are issued within 14 days of us receiving your return, to your original payment method.
Contact
How can I contact you?
Email info@alanandjoan.com, call +44 7723 575273, or use our contact page. Customer service hours are Monday to Friday, 9am - 6pm (GMT). We reply within 12-24 business hours.