At AlanPaine Shop, we take pride in crafting authentic British country attire of exceptional quality and refinement. We want you to be completely satisfied with your purchase, whether it’s from our Axford Collection, Cashmere pieces, or classic knitwear. If for any reason you are not happy with your order, our returns and exchanges policy is designed to be as reliable and straightforward as our products.

Returns & Exchanges Policy

We accept returns and exchanges for most items within 15 days of the delivery date. To be eligible, items must be unused, in their original packaging, and with all tags attached. We kindly ask that you ensure the products are in the same condition as when you received them, reflecting the discretion and care we apply to our craftsmanship.

Note: Due to hygiene and safety reasons, we cannot accept returns or exchanges for certain items. Based on our product collections, the following are non-returnable and non-exchangeable:

  • Children’s Collection items (for health and safety considerations)
  • Any products that have been worn, altered, or damaged after delivery

If you have questions about a specific item, please contact our customer service team at [email protected] before initiating a return.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Email us at [email protected] within 15 days of delivery. Use the subject line “Return/Exchange Request” and include your order number and details about the item(s) you wish to return or exchange. You can use the template provided below to ensure all necessary information is included.
  2. Wait for Approval: Our customer service team will review your request and respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions. Please do not ship the item back without this authorization, as it may delay the process.
  3. Pack the Item(s): Securely pack the item(s) in their original packaging, including all tags and labels. Enclose a copy of your order confirmation or a note with your RMA number.
  4. Ship the Package: Send the package to the address provided in the instructions. We recommend using a trackable shipping service, as you are responsible for the return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped). For exchanges, we will cover the cost of reshipping the new item once the return is processed.
  5. Confirmation: Once we receive and inspect the returned item(s), we will notify you via email and process your refund or exchange within 5-7 business days.

Refund Process

After we approve your return, refunds will be processed to the original payment method used during purchase. Here’s what you can expect:

  • Timing: Refunds may take 7-10 business days to appear in your account, depending on your payment provider (e.g., Visa, MasterCard, JCB, or PayPal). Please note that shipping fees are non-refundable for returns, unless the return is due to our error.
  • Method: The refund will be issued to the same credit/debit card or PayPal account. If you paid with a gift card or other method, we will credit your account accordingly.

Return & Exchange Request Template

To make the process easier, you can use the following template when emailing us. Simply copy and paste it into your email and fill in the details:

Subject: Return/Exchange Request Dear AlanPaine Shop Customer Service Team, I would like to request a return/exchange for my order. Below are my details: – Order Number: [Insert your order number] – Full Name: [Insert your full name] – Email Address: [Insert your email address] – Item(s) to Return/Exchange: [List the product name(s), size(s), and quantity] – Reason for Return/Exchange: [e.g., incorrect size, damaged item, not as described] I confirm that the item(s) are unused, in original packaging, and with all tags attached. Please provide further instructions and the RMA number. Thank you for your assistance. Sincerely, [Your Name]

Contact Us

If you have any questions about returns, exchanges, or our policy, please don’t hesitate to reach out. We’re here to help, just as we are dedicated to protecting your privacy and providing a refined shopping experience.

Thank you for choosing AlanPaine Shop. We appreciate your trust and look forward to serving your country style needs with the reliability and refinement you deserve.