Return & Refund Policy
At Alan & Joan, we aim to offer a clear and transparent shopping experience. This policy explains how returns, cancellations and refunds work. It does not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Return Period
You may request a return for any reason within 30 days from the date of delivery. This is longer than the 14-day cancellation period you are entitled to under the Consumer Contracts Regulations 2013.
2. Return Conditions
- Items should be returned unused and in their original condition, with original packaging, tags and labels where possible
- The return request must be submitted within the return period
- Please contact our support team before sending your return so we can give you the correct return address
Trying on items for fit, as you would in a shop, is fine. If an item has been handled beyond what is needed to check it (for example worn, washed or damaged), we may reduce the refund to reflect the loss in value, as permitted by UK law.
3. Non-Returnable Items
- Personalised or custom-made items
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed, such as underwear, shapewear and bras with a removed hygiene seal
4. Return Shipping Costs
For change-of-mind returns, the customer pays the cost of sending the item back. Approved returns are sent to our fulfilment partner's returns address, which may be outside the UK; our support team will provide the address and any customs paperwork needed. There is no restocking fee.
If your item arrived faulty, damaged or incorrect, we cover the return shipping cost and you will receive a full refund or a replacement, in line with your rights under the Consumer Rights Act 2015.
5. How to Request a Return
Email info@alanandjoan.com with:
- Your order number
- The item(s) you wish to return and the reason
- Photos of the product (if the item is faulty, damaged or incorrect)
- Your full name and shipping address
Our support team is available Monday to Friday, 9am–6pm (GMT) and responds within 12–24 business hours.
6. Order Cancellations
You can cancel your order within 30 minutes of purchase by contacting us. After that, your order enters processing and can't be stopped, but you can still cancel by returning the items within 30 days of delivery under this policy, which includes your 14-day right to cancel under the Consumer Contracts Regulations 2013.
7. Refunds
Once your return has been received and inspected, we will let you know the outcome and issue your refund to your original payment method. Refunds are made within 14 days of us receiving the returned items (or proof that you have sent them back). Your bank or payment provider may take a few extra days to show the refund. Delivery on all orders is free, so there is no delivery charge to deduct.
8. Discounts and Partial Returns
If your order included a bundle or volume discount and you return part of the order, your refund is based on the price you paid for the returned item(s) after the discount was applied.
9. Refused or Uncollected Parcels
If a parcel is refused on delivery or not collected and is returned to us, we will refund the order once the parcel has been received back.
10. Exchanges
To exchange an item, submit a return request via info@alanandjoan.com stating that you wish to exchange it, then place a new order for the item you want. We cannot guarantee availability of the new item at the time your return is processed.
11. Policy Updates
We may update this policy from time to time. The version in force at the time of your order applies to that order.
12. Contact Information
Store name: Alan & Joan
Company name: Yusuf Agir LLC
Registration Number: 42-3392831
Business Address: 34 Amanda Rd, Sudbury MA, 01776 United States
Email: info@alanandjoan.com
Phone: +44 7723 575273
Customer Service Hours:
Monday to Friday: 9am - 6pm (GMT)
Saturday and Sunday: Closed.