Refund policy
Return & Refund Policy
Last updated: Aug 5, 2026
1. Our 30-Day Return Policy
Alder Parlor offers a voluntary 30-day return period. You may request an eligible return within 30 calendar days after receiving your order.
This voluntary return policy is provided in addition to any mandatory cancellation, withdrawal, conformity, guarantee or refund rights available under the law applicable to you.
The 30-day period begins on the date the product is delivered to you or to a person identified by you. If products from the same order are delivered separately, the period for each product begins when that product is delivered.
To begin a return, use our Returns & Refunds page or contact returns@alderparlor.com.
2. Return Eligibility
For a voluntary return requested after the statutory cooling-off period but within our 30-day return period, the product must ordinarily be unworn, unwashed, unused and unaltered, with its original tags, accessories and packaging where reasonably possible.
You may try on clothing in the same way you would in a physical store. Trying on a product for fit will not, by itself, make the product ineligible for return.
Products must be returned without stains, marks, strong odours, cosmetic residue, pet hair, damage or other signs of use beyond what is reasonably necessary to inspect the product.
For sizing information before purchase, please consult our Size & Fit Guide.
3. How to Request a Return
Submit your return request through our Returns & Refunds page or email returns@alderparlor.com.
Please provide your name, order number, the product you wish to return and the reason for the request. You do not need to provide a reason when exercising a statutory right of withdrawal.
We may request photographs where reasonably necessary to identify the product, assess visible damage, confirm its condition or investigate an incorrect item. Photographs are not normally required for a simple statutory change-of-mind withdrawal unless they are reasonably necessary to resolve a specific issue.
After receiving your request, we will provide return instructions and, for an eligible return, an approved return address or prepaid shipping label.
Requesting return instructions is an administrative step intended to ensure that the parcel reaches the correct facility. It does not prevent you from exercising a statutory withdrawal right by sending us a clear statement within the applicable legal period.
4. Return Address
Alder Parlor uses approved third-party return facilities. The correct return address depends on the product, delivery country and return reason and will therefore be provided after your request is registered.
Do not return products to our registered office, to an address printed on the original parcel or directly to a manufacturer or supplier unless we expressly instruct you to do so.
Sending a return to an unauthorised address may delay its receipt and processing. We will provide reasonable assistance to recover a misdirected return, but additional costs caused by disregarding clear return instructions may not be reimbursed where permitted by law.
5. Complimentary Return Shipping
Alder Parlor provides one complimentary standard return shipment for an eligible return made under this 30-day policy.
Where available, we will issue a prepaid return label. If a prepaid label is not available for your location, we may authorise another reasonable standard return method and reimburse the agreed cost after receiving appropriate proof of postage.
Premium, express, insured or alternative shipping costs selected without our prior approval will not normally be reimbursed beyond the reasonable cost of the approved standard return method.
Return shipping will always be covered by Alder Parlor where a valid return concerns a defective, damaged, incorrect, incomplete or materially misdescribed product.
6. Using the Return Label
Please use the return label and carrier provided by Alder Parlor and retain your receipt or other evidence showing that the parcel was handed to the carrier.
Where you use our approved prepaid label and can provide evidence that the parcel was handed to the appointed carrier, Alder Parlor will handle a subsequent loss or delivery failure with that carrier.
If you independently select a different carrier without our prior approval, you may remain responsible for the parcel until it reaches the approved return facility, subject to applicable law.
7. Packing the Return
Products should be securely packed to prevent damage during return transport. Where reasonably possible, use the original protective packaging.
Please include the return authorisation, packing document or other identifier provided in our instructions. Do not place labels or adhesive directly on a reusable product box where avoidable.
If your return contains several products, make sure every returned product is identified. Alder Parlor is not responsible for unrelated personal property accidentally included in a return parcel, although we will make reasonable efforts to identify and recover it.
8. Statutory Right of Withdrawal in the European Union
If you are a consumer in the European Union and purchase online, you generally have the right to withdraw from an eligible contract without giving a reason.
The statutory withdrawal period expires 14 calendar days after the day on which you, or a person identified by you other than the carrier, receives the product.
Where multiple products ordered together are delivered separately, the withdrawal period may begin after receipt of the final product where applicable law provides.
To exercise this right, you must send a clear withdrawal statement before the statutory period expires. You may use our online withdrawal function, the model form at the end of this policy or any other unambiguous statement.
The online withdrawal function is available through our Returns & Refunds page. You may also email returns@alderparlor.com.
After submitting the online withdrawal function, you will receive confirmation of its receipt on a durable medium, such as email, including the date and time of submission.
After notifying us, you must send the product back within 14 days, unless we have offered to collect it or applicable national law provides another arrangement.
9. Statutory Cancellation Rights in the United Kingdom
If you are a consumer in the United Kingdom, you generally have the right to cancel an eligible online purchase by notifying us within 14 days after receiving the product.
After notifying us of cancellation, you generally have another 14 days to send the product back.
You may notify us through our Returns & Refunds page or by emailing returns@alderparlor.com.
These statutory rights operate independently from Alder Parlor’s additional 30-day return policy.
10. Inspecting Products During the Cooling-Off Period
During a statutory cooling-off period, you may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you would ordinarily be permitted to do in a physical store.
For clothing, this normally includes carefully trying the item on without wearing it for extended use. For jewellery, this normally includes inspecting and briefly trying the product on where doing so does not create a hygiene or safety issue disclosed before purchase.
The absence of original packaging does not automatically remove a statutory withdrawal right. However, you may be responsible for a reduction in value caused by handling beyond what was reasonably necessary.
11. Diminished Value
Where permitted by law, we may make a reasonable deduction from a statutory withdrawal refund if the product’s value has been reduced because it was handled beyond what was necessary to inspect it.
Any deduction will be based on the actual reduction in value and the condition of the returned product. It will not be used as an automatic restocking fee or penalty.
Examples may include a product that has been worn beyond trying it on, washed, altered, stained, damaged, returned with strong odours or returned without integral accessories.
We will explain any proposed deduction and the reason for it. You may contact returns@alderparlor.com if you disagree with the assessment.
12. No Restocking Fee
Alder Parlor does not charge a general restocking or administrative fee for eligible consumer returns.
This does not prevent a lawful and evidenced deduction for diminished value, an agreed premium return service or additional cost directly caused by fraudulent or unauthorised return conduct.
13. Products That Cannot Be Returned for Change of Mind
Most clothing and jewellery sold by Alder Parlor may be returned under our voluntary 30-day policy when they meet the applicable conditions.
Certain statutory exceptions may apply if we later offer:
Personalised products: products made to your specifications or clearly personalised.
Perishable products: products liable to deteriorate or expire rapidly.
Sealed hygiene or health products: products that are not suitable for return for genuine health or hygiene reasons once their seal has been broken.
Other legally excluded products: products for which applicable consumer law expressly removes the cooling-off right.
An exception will apply only where the product falls within a legally recognised category and the relevant restriction was clearly disclosed before purchase.
An exception to change-of-mind returns does not remove rights relating to products that are defective, unsafe, damaged or incorrectly supplied.
14. Sale and Promotional Items
Products purchased during a sale or with a promotional discount have the same mandatory consumer rights as products purchased at full price.
Unless a specific lawful condition was clearly disclosed before purchase, eligible sale items are also covered by Alder Parlor’s voluntary 30-day return policy.
A promotional discount does not allow us to refuse a valid claim concerning a defective, damaged, incorrect or misdescribed product.
15. Bundles, Sets and Promotional Gifts
If products were sold as a complete bundle or set, all components should ordinarily be returned to receive a full refund for the bundle.
If you keep part of a bundle, we may recalculate the price of the retained products using the applicable individual or adjusted promotional price, provided that the calculation was disclosed or is fair and reasonable.
If a complimentary gift was conditional on reaching a minimum order value and a return causes the retained order to fall below that value, we may ask you to return the unused gift or, where clearly disclosed and permitted by law, deduct its reasonable disclosed value.
No adjustment under this section will reduce a mandatory refund relating to defective or non-conforming products contrary to applicable law.
16. Exchanges
Where stock and operational arrangements permit, we may offer an exchange for another size, colour or eligible product.
If a direct exchange is not available, the fastest option is usually to return the original product for a refund and place a new order.
Replacement products are subject to availability. We will not substitute a product or issue store credit without your agreement.
If a replacement is provided because the original product was defective, damaged, incorrect or incomplete, Alder Parlor will cover the standard replacement delivery cost.
17. Incorrect Size or Fit
If the product supplied matches the size ordered but does not fit as expected, it will ordinarily be treated as a change-of-mind return under this policy.
If we supplied a different size from the one ordered, or the product materially differs from the measurements or description provided, contact returns@alderparlor.com. An eligible correction, replacement or return will be provided without return shipping cost to you.
Please consult our Size & Fit Guide before ordering.
18. Damaged, Defective or Incorrect Products
Please inspect your order after delivery and contact us as soon as reasonably possible if the item is defective, damaged, incomplete or different from what you ordered.
Contact returns@alderparlor.com and provide your order number, a description of the issue and, where reasonably possible, clear photographs or video of the product, packaging and shipping label.
A short operational request to inspect a product promptly does not remove any longer statutory time period available to you.
If the claim is valid, Alder Parlor will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, price reduction or refund.
Alder Parlor will cover reasonable return, repair and replacement delivery costs for a valid claim involving a defective, damaged, incorrect, incomplete, unsafe or materially misdescribed product.
19. United Kingdom Rights for Faulty Goods
Consumers in the United Kingdom may have a short-term right to reject goods that are faulty, not as described or not fit for purpose within 30 days, subject to the applicable conditions and exceptions.
After that period, you may be entitled to repair or replacement and, where the required remedy is unavailable, unsuccessful or not completed within a reasonable time, to a price reduction or final right to reject.
Legal rights concerning faulty goods may continue beyond the voluntary return period. The expiry of our 30-day return policy or any manufacturer warranty does not automatically end your statutory rights.
20. European Legal Guarantee
Consumers in the European Union are protected by a legal guarantee of conformity. Under the general European standard, the seller is responsible for qualifying defects or lack of conformity that become apparent during a minimum period of two years after delivery.
Some countries provide longer or more favourable protection. Alder Parlor will honour mandatory national consumer rights that apply to the sale.
Available remedies may include repair or replacement without cost and, where the legally required conditions are met, an appropriate price reduction or termination of the contract and refund.
This legal guarantee is separate from the voluntary 30-day return policy and cannot be reduced by it.
21. Proof of Purchase
We may request reasonable proof that the product was purchased from Alder Parlor.
Acceptable proof may include an order number, order-confirmation email, account order history, payment record or other reliable evidence of purchase.
An original paper receipt is not required where the purchase can be reasonably verified through another method.
22. Return Inspection
After a return reaches the approved facility, it may be inspected to confirm the product, quantity, condition, return reason and eligibility.
We may compare the returned product with relevant order, SKU, weight, packaging, fulfilment or photographic records where reasonably necessary to prevent mistakes or return fraud.
Inspection will normally be completed within five business days after the return is recorded as received, although complex or high-volume periods may require additional time.
We will notify you if we need further information or identify an issue affecting the requested refund.
23. Refund Timing
For a valid statutory withdrawal, we will issue the required refund without undue delay and no later than 14 days after receiving your withdrawal notice.
Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that they were sent back, whichever occurs first.
For a voluntary return made outside the statutory withdrawal period but within the Alder Parlor 30-day period, we will normally issue the refund within 10 business days after receiving and approving the return.
The refund will be issued to the original payment method unless you expressly agree to another lawful method.
After Alder Parlor issues the refund, your bank, card provider or payment service may require additional processing time before the credit appears. If more than 15 business days have passed since we confirmed approval, contact returns@alderparlor.com.
24. Original Delivery Costs
If you withdraw from an entire eligible order during a statutory cooling-off period, we will refund the cost of the least expensive standard delivery method offered for that order.
If you selected a more expensive or express delivery method, we are not required to refund the amount exceeding the standard delivery cost unless applicable law provides otherwise.
If you return only part of an order, the original delivery cost may not be refundable unless required by applicable law or the delivery charge would have been lower without the returned product.
For a voluntary return requested after the statutory cooling-off period, the original delivery cost will not ordinarily be refunded unless the return concerns a defective, damaged, incorrect or misdescribed product.
25. Taxes and Import Charges
Taxes, duties and import charges collected directly by Alder Parlor as part of the purchase price will be refunded where required in connection with an eligible cancellation or return.
If an amount was paid directly to a customs authority, carrier or another third party, we may provide reasonable documentation or assistance, but the refund may need to be requested from the organisation that collected it.
If you were charged an undisclosed import fee, contact orders@alderparlor.com before paying or refusing the parcel.
26. Refunds to Expired or Closed Payment Methods
Refunds are normally sent to the original payment method. If the card has expired, the relevant bank will often redirect the refund to the replacement card or associated account.
If the account has been closed or the refund fails, contact your payment provider and returns@alderparlor.com. We may request reasonable information to confirm the failure and arrange an appropriate alternative method.
For fraud prevention, we cannot send a refund to an unrelated person or payment account without adequate verification and a lawful basis.
27. Store Credit
Where offered, you may voluntarily choose store credit instead of a refund to the original payment method.
Store credit will not replace a mandatory monetary refund without your genuine agreement.
The value, validity and conditions of any store credit will be communicated before you accept it.
28. Gifts
Refunds are normally issued to the original purchaser’s payment method.
If you received the product as a gift, we may be able to offer an exchange or store credit after verifying the order and, where necessary, obtaining the purchaser’s authorisation.
We will not disclose unnecessary payment or personal information about the purchaser to a gift recipient.
29. Returns Sent Without Prior Contact
Returns sent without using our return process may be delayed because they may not contain the information needed to identify the customer or order.
We will make reasonable efforts to identify an unsolicited return, but we cannot guarantee immediate processing if it was sent to an unauthorised address or without identifying information.
This section does not allow us to reject an otherwise valid statutory withdrawal merely because you did not use our preferred form, provided that you clearly notified us and complied with the applicable legal requirements.
30. Abusive or Fraudulent Returns
We may investigate a return where there are reasonable grounds to suspect product substitution, counterfeit items, intentional damage, false claims, empty parcels, manipulated tracking information, repeated return abuse or another fraudulent act.
Where supported by evidence and permitted by law, we may reject a voluntary return, withhold only the disputed portion of a refund, suspend an account or report suspected unlawful conduct to a payment provider or competent authority.
We will not classify a return as abusive merely because a customer exercised a legitimate statutory or contractual right.
31. Chargebacks and Payment Disputes
We encourage you to contact returns@alderparlor.com before opening a chargeback so that we have an opportunity to resolve the issue promptly. This request does not remove your right to use a lawful payment-dispute procedure.
If a chargeback concerning the same transaction is already open, we may pause a duplicate direct refund while the payment provider determines control of the disputed funds.
A customer cannot receive both a completed chargeback and a separate refund for the same amount. If duplicate recovery occurs, we may take reasonable steps to correct it.
32. Product Safety and Recalls
If a product is subject to a safety notice, corrective action or recall, the instructions in that notice will take priority over the ordinary return procedure.
Do not continue using a product if we or a competent authority instruct you to stop. Contact orders@alderparlor.com for product-safety assistance.
Alder Parlor will provide the legally required remedy and will not charge return shipping for a valid safety recall.
33. Order Cancellation Before Dispatch
If you wish to cancel an order before dispatch, contact orders@alderparlor.com immediately.
We will make reasonable efforts to stop fulfilment. If cancellation is successful, the amount paid will be returned to the original payment method.
If the order has already been dispatched, you may use the return or withdrawal procedure described in this policy.
34. Model European Withdrawal Form
You may copy and send the following form if you wish to withdraw from an eligible contract. Use of this form is optional. You may instead use our online withdrawal function or send any other clear statement.
To: ALDER PARLOR GROUP LTD, 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Email: returns@alderparlor.com.
I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods:
(insert product name and order number)
Ordered on:
(insert order date)
Received on:
(insert delivery date)
Name of consumer(s):
(insert name)
Address of consumer(s):
(insert address)
Signature of consumer(s), required only if this form is submitted on paper:
(insert signature)
Date:
(insert date)
35. Contact Us
Return requests, refund questions and complaints may be sent to returns@alderparlor.com or submitted through our Returns & Refunds page.
Order and delivery enquiries may be sent to orders@alderparlor.com.
General support is available through support@alderparlor.com or our Contact Us page.
Related information is available in our Shipping Policy, Terms & Conditions and Frequently Asked Questions.