At Alan Paine, our commitment to timeless craftsmanship extends beyond the creation of our knitwear and apparel to every aspect of your experience. We aim for clarity and integrity in our policies, mirroring the careful attention to detail found in our Classic Knitwear Collections, Cashmere Collection, tailored Blazers, and fine Boots & Shoes.

Shipping Information

We are pleased to serve customers globally (excluding select remote regions and parts of Asia). Every order is handled with care, reflecting the quality of our Axford, Aylsham, and Calsall Collections.

Order Processing & Delivery Timelines

  • Order Processing: All orders are processed within 1-2 business days.
  • Shipping Methods & Estimated Delivery:
    • Standard Shipping: Shipped via DHL or FedEx.
      • Delivery within 10-15 business days after dispatch.
      • Flat rate shipping fee of $12.95.
    • Free Shipping: Available on orders over $50, shipped via EMS.
      • Delivery within 15-25 business days after dispatch.

You will receive a tracking notification once your order is dispatched. Delivery times are estimates and may vary based on destination and customs procedures.

Returns & Exchanges Policy

We are confident you will love your Alan Paine purchase. However, if an item does not meet your expectations, our policy is designed for a straightforward and respectful resolution.

Policy Summary

  • Return/Exchange Window: Requests must be initiated within 15 days of the delivery date.
  • Condition: Items must be unworn, unwashed, in original condition with all tags attached and in the original packaging.
  • Process: Follow the three-step process outlined below.
  • Refunds: Issued to the original payment method (Visa, MasterCard, JCB, PayPal).

Our Returns & Exchanges Process

To ensure a smooth 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 provided below to ensure we have all necessary details.

Step 2: Prepare Your Item(s)

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

Step 3: Ship the Item Back

  • Once your request is approved, we will provide a Returns Authorization Number and shipping address.
  • Please include this authorization number inside your package.
  • We recommend using a trackable and insured shipping service. You are responsible for the item until it reaches us.
  • Original shipping costs are non-refundable.
  • For exchanges, we will cover the standard shipping cost 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: [Your Name]
Shipping Address (as on order): [Your Address]
Email Address: [Your Email]
Phone Number (optional): [Your Phone]

Thank you for your assistance.

Sincerely,
[Your Name]

Refund Timeline & Method

  • Inspection: Upon receipt of your returned item (typically within 5-7 business days after delivery to us), we will inspect it to ensure it meets our return conditions.
  • Processing: Once approved, we will process your refund or exchange promptly.
  • Refund Method: Refunds are 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, hygiene, and specific fit requirements of certain product lines, 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 our Breeks, and to ensure the pristine condition of our Bags, all sales on these items are final. This policy upholds the quality standards evident across our collections.
  • 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).

Our Commitment to You

Just as we source the finest materials for our Cashmere Collection and apply meticulous 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.

Contact Us

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

Email: [email protected]
Address: 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.