Returns Information

UK Returns Policy

We hope you love your purchase, but if you need to return any items, please read our returns policy carefully.

Right to Withdraw

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g. by email to customerservice@aliveanddirty.co.uk). You may use the withdrawal form at the bottom of your invoice, but it is not obligatory. The cancellation period expires 14 days from the day you receive your goods.

Returns Window

You may return unwanted items within 14 days of receiving your order for a refund.

Conditions for Return

  • Items must be returned in their original packaging, unused, and with all labels still attached.
  • Underwear is non-returnable for hygiene reasons.
  • Shoe boxes must not be damaged – please do not apply tape or labels directly to the box.
  • Returns received outside the 14-day window will not be accepted unless prior authorisation has been given. Unauthorised late returns will be sent back to you.

How to Return

  • Complete the Returns Form found at the bottom of your invoice and include it in your parcel.
  • Returns are made at the customer's expense, unless the item is faulty or incorrect.
  • UK customers may use the prepaid returns label included in your order. If used, £3.99 will be deducted from your refund to cover return postage costs.

Refunds

  • Refunds (minus the £3.99 return label fee, if applicable) will be processed within 7 working days of us receiving your return.
  • You'll receive a confirmation email once your refund has been issued.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact our customer service team within 48 hours of receiving your parcel at customerservice@aliveanddirty.co.uk.

Faulty items should be returned to us at the address below in a clean condition for inspection. We will cover the cost of return postage for faulty or incorrectly sent items. Once received and inspected, we will issue a full refund or replacement as appropriate.

Return address:
Alive & Dirty Ltd
2-4 Sherborne Square
Huyton, Liverpool
Merseyside L36 9UR, UK

International Returns Policy

We understand that sometimes a purchase doesn't work out. If you'd like to return an item, please follow the guidelines below.

Returns Window

Unwanted items must be returned within 14 days of receiving your order to be eligible for a refund.

Conditions for Return

  • Items must be returned in their original packaging, unused, and with all labels still attached.
  • Underwear is non-returnable for hygiene reasons.
  • Shoe boxes must not be damaged – please avoid applying tape or labels directly to the box.
  • Returns received after the 14-day window will not be accepted unless prior authorisation has been provided.

How to Return

  • Complete the Returns Form located at the bottom of your invoice and include it in your parcel.
  • Returns are made at the customer's expense, unless the item is faulty or incorrect.
  • We strongly recommend using a tracked shipping service, as the parcel remains your responsibility until it reaches us.

Refunds

  • Refunds will be processed within 7 working days of us receiving your return.
  • You will receive confirmation once your refund has been issued.

POSTING YOUR RETURN

Please return your unwanted items to:

Alive & Dirty Ltd
2-4 Sherborne Square
Huyton, Liverpool
Merseyside L36 9UR, UK

We recommend using a tracked shipping service or purchasing shipping insurance as the parcel remains your responsibility until tracking shows it has been received by us.

You will be responsible for paying shipping costs unless the item is faulty or we have made an error with your order. Shipping costs are non-refundable.

DROP OFF RETURNS IN STORE

You can return your order free of charge to any of our stores. Please bring a copy of your invoice. Refunds cannot be issued in store but unwanted items can be dropped off and your refund will be processed within 3–5 working days.

EXCHANGES

  • Exchanges can only be done in one of our retail stores.