FAQ & Delivery Information

**Due to the COVID-19 situation your order will be dispatched within 7-10 working days**

 Please do not send returns during this time before contacting us on hello@bannedalt.com and we are happy to discuss this further with you. 


1) What do I do if I have received a faulty item in my order?

As soon as you discover this simply, login to your account and complete the returns request (If you would rather request a replacement instead, you will be able to do this at this stage). Once the request has been approved, please follow the steps in number 10. Please note that you have 30 days to return the item(s) for a full refund.

2) I have received the incorrect item/colour/size, what do I do?

As soon as you discover this simply, login to your account and complete the returns request (If you would rather request a replacement instead, you will be able to do this at this stage). Once the request has been approved, please follow the steps in number 10. Please note that you have 14 days to return the item(s) for a full refund.

4) The item(s) I have received looks different to the image on the site, what do I do?

As soon as you discover this simply, login to your account and complete the returns request. Once the request has been approved, please follow the steps in number 10. Please note that you have 14 days to return the item(s) for a full refund.

6) I have received my order and I have changed my mind, what do I do?

If you feel the item(s) you have ordered do not suit you or you have changed your mind, you have 14 days to return your item(s) for a full refund. To return it to us simply, login to your account and complete the returns request. Once the request has been approved, please follow the steps in number 10.

7) Can I cancel my order after I have placed it?

We're sorry but it is not possible to cancel your order once you have placed it. To return an item to us simply, login to your account and complete the returns request. Once the request has been approved, please follow the steps in number 10. Please note that you have 14 days to return your item(s).

9) Can I exchange my item(s)?

Unfortunately we do not offer an exchange facility. Simply, login to your account and complete the returns request. Once the request has been approved, please follow the steps in number 10. Please note that you have 14 days to return the item(s) for a full refund.

10) Steps for making a return:

Repack the item(s) with all the tags still attached in the original packaging (please note that returns postage will not be refunded, except where the item(s) is faulty). There is no need to include your despatch note in the parcel.

Log in to your account on Banned Alternative>My Dashboard>My Orders>Select the product you wish to return and click on View Order> Request Return and complete your returns form.

Attach photos if the item is faulty.

Submit the form and please wait for approval of the return request.

Please note that you must only post the item back to us once the return request has been approved. You will receive an email notification for this. Please also check your junk folder if you have not received this. Otherwise, please contact returns@bannedalt.com

We're sorry, but we are unable to offer free returns, returns must be made at your own cost, except where the item(s) are faulty.

Please note that only standard delivery will be refunded to you, if you opted for an enhanced service e.g. next day delivery, we will only refund the cost of standard delivery.



11) Ethical sourcing policy:

Our products are hand designed in London by a dedicated and passionate team in London and we manufacture our collections in the Far East. All of our workplace facilities (UK & Far East) are well kept, safe, fair and adhere to national regulations. Our employees work reasonable hours, receive fair pay and holidays. Employee welfare is our up most priority, therefore high levels of health and safety are maintained. 

Please contact hello@bannedalt.com if you have any further questions. These issues are highly important to us.

DELIVERY INFORMATION

UK

Royal Mail 24 Hour £5.95 + VAT (business working days shipping only)- TEMPORARILY SUSPENDED

Royal Mail 48 Hour £3.95 + VAT (business working days shipping only)

DHL Express- Next day delivery £9.99 for orders of 1kg-10kg

FREE UK SHIPPING FOR ORDERS OVER £60

Europe 

Sent via UPS

0-249 grams           £8.95    

250-499 grams       £9.95   

500-999 grams      £10.95    

1-1.99 grams         £14.95    

2kg & over             £20.00  

UPS delivery speed: 5-7 business working days

EU fast shipping- DHL Express Service (delivered in 2 working days)

0-2 Kgs          £30.00

2-5 Kgs          £40.00

FREE EU SHIPPING FOR ORDERS OVER £80

International- Worldwide

Sent via Royal Mail

0-249 grams           £9.95    

250-499 grams      £12.95   

500-999 grams      £14.95    

1-1.99 grams         £19.95    

2kg & over (DHL ONLY)  £50.00  

Rest of the world delivery speed: 7 business working days

USA fast shipping- DHL Express Service (delivered in 2 working days)

0-2 Kgs          £50.00

Rest of the world fast shipping- DHL Express Service (delivered in 4 working days)

0-2 Kgs          £50.00