Returns & Refund Policy

Last updated: 16 September 2026

At North & Alder, we want you to be satisfied with your purchase. This Returns & Refund Policy explains how to request a return, exchange or refund.

This policy does not affect your statutory rights under UK consumer law.

30-Day Return Policy

You may request a return within 30 calendar days of receiving your order.

To qualify under our voluntary 30-day return policy, the item should be:

• Unworn, unwashed and unused, except as reasonably necessary to inspect or try it on

• In its original condition

• Returned with its original tags attached

• Free from marks, odours, damage or alterations

• Accompanied by valid proof of purchase

To begin a return, email contact@northalder.store with:

• Your full name

• Your order number

• The item you wish to return

• The reason for the return

• Photographs, if the item is faulty, damaged or incorrect

Please do not return an item before contacting us. We will provide return instructions and the appropriate return address after reviewing your request.

Items sent without prior return authorisation may not be accepted.

UK Right to Cancel

Customers purchasing online in the United Kingdom have a legal right to cancel eligible orders within 14 days of receiving them, without providing a reason.

After notifying us of the cancellation, you must return the goods within a further 14 days.

You may inspect and try on an item in the same way that you would in a physical shop. We may make a reasonable deduction from the refund if the item has been handled beyond what is necessary to establish its nature, characteristics and fit.

Our voluntary 30-day return policy provides additional time and does not limit your statutory cancellation rights.

Return Postage

If you are returning an item because you changed your mind, selected the wrong size or no longer want it, you are responsible for the return postage costs.

We recommend using a tracked postal service and retaining your proof of postage until your refund has been completed. North & Alder cannot accept responsibility for returns that are lost or damaged while being sent by the customer.

If an item is faulty, damaged, incorrectly described or different from the item ordered, North & Alder will cover the reasonable cost of returning it. Please contact us before arranging the return.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is faulty, damaged or incorrect.

Include clear photographs of:

• The item received

• The fault or damage

• The product label

• The external packaging, where relevant

Where a product does not meet the standards required by UK consumer law, you may be entitled to a refund, repair or replacement. Customers normally have a short-term right to reject faulty goods within 30 days of receiving them.

Your statutory rights may continue beyond the periods stated in our voluntary return policy.

Exchanges

If you require a different size or product, please contact us at contact@northalder.store.

Exchanges are subject to product availability. In some circumstances, the quickest option may be to return the original item for a refund and place a new order.

Return postage for an exchange requested because of size, colour or preference is the customer’s responsibility. If the exchange is required because we sent an incorrect or faulty item, we will cover the reasonable return cost.

Refunds

We will notify you after receiving and inspecting your return.

Approved refunds will be issued to the original payment method. Refunds will normally be processed within 14 days of receiving the returned goods or receiving acceptable evidence that the goods have been sent back, where applicable.

Your bank, card provider or payment service may require additional time to display the refund in your account. This processing time is outside our control.

As standard delivery is free, there is normally no original delivery charge to refund. If a paid delivery upgrade was selected, any applicable refund will be limited to the cost of the least expensive standard delivery option offered at the time of purchase.

Refund Deductions

We may make a reasonable deduction from a refund where an item has been:

• Worn beyond trying it on

• Washed, damaged or altered

• Returned with stains, odours or other signs of use

• Handled beyond what is reasonably necessary to inspect it

• Returned incomplete or without included accessories

Any deduction will reflect the reduction in the item’s value and will be assessed fairly in accordance with UK consumer law.

Non-Returnable Items

The following items cannot normally be returned under our voluntary returns policy:

• Personalised or made-to-order products

• Gift cards

• Sealed products that cannot be returned for health or hygiene reasons after the seal has been broken

• Items damaged through misuse, improper care or ordinary wear and tear

These exclusions do not apply where an item is faulty, incorrectly described or where you otherwise have a legal right to return it.

Sale and promotional items remain covered by applicable UK statutory rights.

Order Cancellations

If you wish to cancel or change an order before it has been dispatched, contact us as soon as possible at contact@northalder.store.

We cannot guarantee that an order can be changed or cancelled after it has entered processing. If it has already been dispatched, you may request a return after delivery in accordance with this policy.

Refused and Uncollected Deliveries

If an order is refused, not collected or returned because an incorrect or incomplete address was provided, any reasonable costs incurred in recovering or resending the parcel may be deducted from the refund, where permitted by law.

Please contact us if you experience a delivery problem so that we can assist before the parcel is returned.

Contact Us

If you have any questions or wish to request a return, contact us:

North & Alder
86–90 Paul Street
London
EC2A 4NE
United Kingdom

Email: contact@northalder.store
Telephone: +44 20 7946 0551

Opening hours:
Monday to Friday, 09:00–18:00 GMT

We aim to reply to emails within 24 hours during our normal opening hours.