FAQs

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern our relationship with you in relation to this website.

OUT OF STOCK ITEMS

Our web site is updated with stock availability every few seconds. However there are rare times that we may find that a product with limited stock availability may be showing for sale by our website, but has already been sold in store. We will do our best to re-stock that product as quickly as possible or offer you an alternative. Should there be no alternative or our suggestions not be suitable for you, we will be happy to refund your order in full.

REFUNDS

We offer a no quibble refund policy for purchases made on this website.

WHAT YOU SHOULD DO

  • Return goods within 14 days of receiving your purchase. The goods should be unworn and undamaged.
  • Returns postage must be paid by the customer.
  • Please return to item to the returns address on your invoice.  Please let us know if you would like an exchange or a refund.
  • We strongly recommend you use a tracked service via Royal Mail or another Carrier to ensure your parcel reaches us.

WHAT YOU CAN EXPECT FROM US:

  • We will exchange or refund providing the goods are unworn and undamaged within 48 hours of receiving your parcel.

REFUNDS IN STORE

You can return your order free of charge to any of our stores as long as you present your receipt.  Refunds can only be made to the same card used for the original purchase.  Unfortunately Paypal orders cannot be refunded in store but can be dropped off instore, for return to our internet returns department  

RETURNING FAULTY OR INCORRECT GOODS

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

WHAT YOU SHOULD DO

  • Please contact us by email BEFORE sending the parcel back and let us know the problem. We will advise you of how to proceed.
  • Please send via Royal Mail recorded delivery as we cannot issue refunds for any items that fail to be delivered.
  • Faulty or damaged goods that have to be returned must be received back within 28 days of the return being accepted and acknowledged by email.

WHAT WE WILL DO

We will either refund your card or, subject to availability, replace the item. Please specify your preference. This wil 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*

The delivery charge is £2.95 for orders under £50 and free for orders of £50 or more.

Delivery will be within 1 to 3 working days.

Once the order has been dispatched it will be delivered the next working day. If it is possible we will dispatch the same working day, however as not all stock is held at the same location we can only guarantee to dispatch orders within 2 working days.
(Weekends and Bank Holidays are not classed as working days).

Next Working Day - £4.95 on all orders - Orders placed before 1PM Mon - Fri will be delivered the next working day - Orders placed between 13:01 Friday and 1PM Monday will be delivered on the Tuesday  - PLEASE NOTE SATURDAY & SUNDAY ARE NOT CLASSED AS WORKING DAYS

*If you live in the:
Scottish Highlands
AB30-38, AB44-56, FK17-19, G83, IV1-28, IV30-32, IV33-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, PH49-50.

Scottish Islands
HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA30, PA32-34, PA41-49, PA60-78, PH42-44, ZE1-3.

Northern Ireland
your orders will be dispatched by Royal Mail First Class.

Please note that there may be an extra cost delivery cost involved if you live in the Scottish Highlands, Scottish Islands or Northern Ireland.

COLLECT IN STORE

There is no delivery charge if you choose to collect your order from one of our two stores. Choose either our Liverpool ONE or Huyton store.

Please note: in order to select store collection you must create a user account, or use your existing account. Store collection is not available to "guests".

Orders will typically be available to collect within 2 working days. When your order is processed, you will receive an estimate of the day and time your order will be ready to collect. You will receive a further email when the order is ready to collect. Please wait for confirmation that your order is ready to collect before travelling to the store.

For security, you (or a person collecting on your behalf) will need to show a copy of your order confirmation email (in print or on your smartphone), and at least one form of ID. Valid forms of ID are: driving licence, passport, bank/credit card statement, council tax bill or a utility bill (gas/electricity/water/landline). Statements and bills should be no more than three months old, except council tax and water bills which may be up to 12 months old. The address must match your billing address.

Goods must be collected within 14 days of order.

EU AND WORLDWIDE DELIVERY

Delivery outside the UK is currently at a flat rate £20 we can only deliver if your country is on our drop down menu at the checkout.  We are working hard to offer a better cheaper service for our international service and we hope to update our prices in the near future.

If you have any questions please feel free to emailcustomerservice@aliveanddirty.co.uk

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