FAQS

OUT OF STOCK ITEMS

Our website is updated with stock availability every few seconds. However, there are rare occasions where a product with limited stock may appear available online but has already been sold in store. We will do our best to restock that product as quickly as possible or offer you an alternative. Should there be no suitable alternative, we will refund your order in full.

REFUNDS & RETURNS

We offer a no-quibble refund policy for purchases made on this website. Please see our full Returns Policy for complete details.

WHAT YOU SHOULD DO

  • Return goods within 14 days of receiving your purchase. Items must be unworn, undamaged, in original packaging with all labels attached.
  • Complete the Returns Form found at the bottom of your invoice and include it in your parcel.
  • A prepaid returns label is included in every UK order. If used, £3.99 will be deducted from your refund to cover return postage. Alternatively, you may use your own tracked service at your own cost.
  • We strongly recommend using a tracked service as we cannot refund parcels lost in the post.
  • Underwear is non-returnable for hygiene reasons.

Please note for EU orders: Customs duties paid at checkout are non-refundable. If you return an EU order, your refund will cover the product cost only, not the duties charged at checkout.

REFUNDS IN STORE

You can return your order free of charge to any of our stores as long as you present your invoice. Refunds can only be made to the same payment method used for the original purchase. PayPal, Klarna, and Clearpay orders cannot be refunded in store but items can be dropped off for processing by our returns department. Refunds will be processed within 3–5 working days.

RETURNING FAULTY OR INCORRECT GOODS

If you have received an item that is incorrect or faulty, please accept our apologies.

WHAT YOU SHOULD DO

  • Contact us by email at customerservice@aliveanddirty.co.uk within 48 hours of receiving your parcel.
  • Return the item to the address below unworn, with all original tags still attached, in a clean condition for inspection. We will cover the cost of return postage for faulty or incorrectly sent items.
  • Faulty or damaged goods must be received back within 7 days of the return being accepted and acknowledged by email.

WHAT WE WILL DO

We will either refund via your original payment method or, subject to availability, replace the item. Please specify your preference. This will be done as soon as possible after receipt of your return.

Returns Department
Alive & Dirty Ltd
2-4 Sherborne Square
Huyton, Liverpool
L36 9UR

DELIVERY

UK Delivery

  • Standard Delivery (2–5 days) – Royal Mail Tracked 48: Free on orders £70 and over / £3.99 on orders under £70
  • Next Working Day – Royal Mail Tracked 24: £6.99 (orders placed before 3pm Mon–Fri)
  • Saturday Delivery – Royal Mail Tracked 24: £7.99 (orders placed before 3pm Friday)

Please note: Orders placed after 3pm will not be collected by our courier until the following working day. Orders placed on a Saturday, Sunday, or Bank Holiday will not be processed until the next working day.

International Delivery

  • EU: from £12.99 (free on orders £400 and over)
  • Rest of World: from £10.99 (free on orders £400 and over)

EU CUSTOMS & DUTIES (FROM 1 JULY 2026)

Will I be charged customs duties on my EU order? Yes. From 1 July 2026, the EU applies a flat €3 customs duty per item on all B2C parcels valued at €150 or less. This is collected at checkout — you won't be charged anything extra on delivery.

Is the duty refundable if I return my order? No. EU customs duties are non-refundable, even if items are returned or go undelivered. Please factor this in before placing your order.

Do I pay VAT? We are not currently registered for EU VAT (IOSS). Depending on your country, VAT may be collected by your local customs authority on delivery.

All undelivered orders should be reported to us within 30 days of placing your order as tracking may not be available after this time.

Orders placed using Klarna can only be delivered to the name and address registered on the Klarna account, as per their terms and conditions.

COLLECT IN STORE

We offer a free collection service at our retail stores:

  • Huyton Store – 2-4 Sherborne Square, L36 9UR
  • Liverpool One Store – 9 Wall Street, L1 8JQ

Orders are normally ready to collect within 1–3 working days but in some instances can take up to 5 working days. Once you receive your ready-to-collect email, you can collect your order. You will need your order number and proof of identity.