Shipping policy

Shipping Policy

Last updated: 16 September 2026

This Shipping Policy explains where North & Alder delivers, the estimated delivery time, tracking arrangements and what to do if there is a problem with your order.

Shipping Area

North & Alder currently delivers to valid residential and business addresses within the United Kingdom, including:

  • England

  • Scotland

  • Wales

  • Northern Ireland

We do not currently deliver to international addresses outside the United Kingdom.

Certain remote locations, restricted addresses or postal service areas may require additional delivery time. If we are unable to deliver to your address, we will contact you and provide an appropriate resolution.

Free UK Shipping

Standard shipping is free on all eligible orders delivered within the United Kingdom.

There is no minimum order value required for free standard shipping unless a different condition is clearly displayed on the website before checkout.

Free shipping refers to the standard delivery charge. Any applicable taxes or other charges will be shown during checkout where required.

Estimated Delivery Time

Our estimated delivery time is:

5–8 working days from order confirmation

Working days are Monday to Friday and exclude UK bank holidays.

The estimated delivery period includes order processing and transportation. Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control.

If a different delivery time applies to a particular product, it will be displayed on the relevant product page or communicated before the order is completed.

Order Confirmation

After placing an order, you should receive an order confirmation email containing your order details.

Please review the information carefully and contact us immediately if you notice an error in:

  • Your name

  • Delivery address

  • Email address

  • Telephone number

  • Product, size or colour selected

Receiving an order confirmation does not necessarily mean that the order has been dispatched.

Order Processing

Orders are processed during our normal working days:

Monday to Friday, 09:00–18:00 GMT

Orders placed during weekends or UK bank holidays will begin processing on the next working day.

During sales, seasonal periods or unusually high order volumes, processing may take longer. If a significant delay affects your order, we will make reasonable efforts to notify you.

Dispatch and Tracking

Where tracking is available, you will receive a dispatch confirmation email containing your tracking information.

Tracking information may require additional time to update after the parcel has been handed to the delivery provider. A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.

Please ensure that the email address entered at checkout is correct so that you can receive order and tracking notifications.

Multiple Parcels

Orders containing more than one item may occasionally be delivered in separate parcels.

You may receive:

  • Separate dispatch confirmations

  • Different tracking numbers

  • Parcels arriving on different days

You will not be charged additional standard shipping fees when we divide an order into multiple parcels.

Address Changes

If you need to change your delivery address, contact us immediately at contact@northalder.store.

We will try to make the change, but we cannot guarantee that an address can be amended after the order has entered processing or been dispatched.

Customers are responsible for providing a complete and accurate delivery address. Please include any necessary:

  • Flat or apartment number

  • Building name

  • Street name and number

  • Town or city

  • Postcode

Incorrect or Incomplete Addresses

If an order cannot be delivered because the address supplied was incorrect or incomplete, the parcel may be returned to us or our fulfilment partner.

We will contact you to discuss redelivery or a refund. Reasonable costs incurred because of an incorrect or incomplete address may be deducted from the refund or charged before redelivery, where permitted by law.

Failed Delivery Attempts

The delivery provider may:

  • Attempt delivery again

  • Leave the parcel with a neighbour

  • Deliver it to a nominated safe place

  • Take it to a collection point

  • Return it to the sender

Please follow the instructions provided by the delivery company.

If you specifically instruct the courier to leave a parcel with a neighbour or in a safe place, delivery in accordance with those instructions may be treated as completed, subject to your statutory rights.

Delayed Orders

Occasional delays may occur because of:

  • Severe weather

  • Transport disruption

  • Courier delays

  • Bank holidays

  • High seasonal demand

  • Postal service disruption

  • Address verification

  • Events outside our reasonable control

If your order has not arrived within the estimated 5–8 working days, check the tracking information and contact us at contact@northalder.store.

We will review the shipment and, where appropriate, contact the delivery provider.

Delivery estimates do not affect your statutory rights. If we cannot deliver within the agreed period, we will contact you with a revised estimate and explain the available options.

Lost Parcels

If tracking has not updated for an extended period or you believe your parcel has been lost, contact us with:

  • Your full name

  • Order number

  • Delivery address

  • Tracking number, if available

We may need to open an investigation with the delivery provider before confirming that a parcel is lost.

If a parcel is confirmed as lost before delivery, we will offer an appropriate replacement or refund in accordance with your statutory rights.

Parcels Marked as Delivered

If tracking shows that a parcel was delivered but you cannot find it:

  1. Check around the delivery location and any nominated safe place.

  2. Ask other members of your household or workplace.

  3. Check with neighbours or building reception.

  4. Review any delivery photograph or notification.

  5. Contact the delivery provider where appropriate.

  6. Contact us at contact@northalder.store if the parcel remains missing.

We will assist with a reasonable investigation. Please contact us as soon as possible so that tracking and delivery information can be reviewed.

Damaged Parcels

If your parcel or product arrives damaged, contact us as soon as reasonably possible.

Please provide:

  • Your order number

  • A description of the damage

  • Clear photographs of the product

  • Photographs of the external packaging

  • Photographs of the delivery label, where possible

Keep the item and packaging until we have reviewed your request. Please refer to our Returns & Refund Policy for further information.

Responsibility for Goods

North & Alder remains responsible for the goods until they are delivered into your physical possession or the possession of a person identified by you to receive them.

If you independently arrange a delivery provider that was not offered by North & Alder, responsibility may pass when the goods are handed to that provider, as permitted by law.

Cancellations Before Dispatch

If you wish wish to cancel an order before it is dispatched, contact us immediately at contact@northalder.store.

We will try to stop the order, but this may not be possible once processing has begun. If the order has already been dispatched, you may return it after delivery in accordance with our Returns & Refund Policy.

Contact Us

For shipping enquiries, contact:

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.