At Alan Paine, we craft our knitwear and apparel with meticulous attention to detail, ensuring quality and timeless style. We are confident you will love your purchase. However, we understand that sometimes an item may not meet your expectations. Our Returns & Exchanges policy is designed with the same consideration for clarity and integrity that defines our collections.

Policy Summary: We accept returns and exchanges within 15 days of the delivery date. Items must be unworn, unwashed, in original condition with all tags attached, and in their original packaging.

Our Returns & Exchanges Process

To ensure a smooth and efficient process, please follow these steps:

Step 1: Initiate Your Request

Within 15 days of receiving your order, please contact our customer service team at [email protected] to initiate a return or exchange. Use the template below to provide all necessary details.

Step 2: Prepare Your Item(s)

  • Ensure the item is in its original, saleable condition: unworn, unwashed, and with all tags attached.
  • Include the original packaging and any accessories (e.g., dust bags).
  • Pack the item securely to prevent damage in transit.

Step 3: Ship the Item Back

Once your return request is approved, we will provide you with a returns authorization number and the shipping address. Please include the authorization number inside the package. We recommend using a trackable and insured shipping service, as you are responsible for the item until it reaches us.

Original shipping costs are non-refundable. For exchanges, we will cover the cost of standard shipping for the replacement item to your region.

Return & Exchange Request Template

Please email the following information to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Alan Paine Customer Service, I would like to request a [Return / Exchange] for my recent order. Order Number: [Please provide] Date of Delivery: [Please provide] Item(s) for Return/Exchange: [e.g., Aylsham Collection Cable Knit Sweater, Size M] Reason for Return/Exchange: [Please specify] I confirm that the item(s) is/are unworn, unwashed, and in original condition with all tags and packaging. My preferred resolution is: [ ] Refund to original payment method. [ ] Exchange for: [Item Name, Size, Color] (if available). [ ] Store credit. Full Name: Shipping Address (as on order): Email Address: Phone Number (optional): Thank you for your assistance. Sincerely, [Your Name]

Refund Timeline & Method

Upon receipt and inspection of your returned item (typically within 5-7 business days after delivery to us), we will process your refund or exchange.

  • Refunds: Will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal).
  • Timeline: Please allow 5-10 business days for the refund to appear in your account after processing. The exact timing depends on your financial institution.
  • Exchanges: Once the return is approved, we will ship the replacement item via our standard shipping method. You will receive a new tracking number.

Non-Returnable Items

To maintain the integrity and hygiene of our products, the following items are final sale and cannot be returned or exchanged:

  • Breeks & Bags (Final Sale): Due to the intimate nature and specific fit requirements of Breeks, and to ensure the pristine condition of our Bags, all sales on these items are final.
  • Personalized or Made-to-Order Items: Any item that has been altered or customized specifically for you.
  • Items Damaged Due to Customer Misuse.
  • Items not in their original condition (worn, washed, without tags, or damaged).

This policy is based on the product categories and commitment to quality evident across our site, from our Classic Knitwear Collections to our tailored Blazers and Boots & Shoes.

Our Commitment to You

Just as we source the finest cashmere for our Cashmere Collection and apply careful craftsmanship to our Axford and Aylsham Collections, we handle your returns with diligence and respect. Our goal is to resolve any issue promptly, ensuring your continued trust in the Alan Paine name.

For any questions regarding returns or exchanges, please contact us:

Email: [email protected]
Alan Paine Fashion Store
1931 West Deane Street, Fayetteville, US 72703

We appreciate your patronage and are here to ensure your experience with Alan Paine is as exceptional as our garments.