Terms & Conditions
Please read these terms & conditions of sale carefully before placing your order. By placing an order you are accepting these terms & conditions.
We are an ethical business and we want our customers to be 100% happy with every item purchased from Alternative Stores.
Chilled orders will need either a chill / freezer bag or box and ice packs. Our system will automatically add a chill / freezer bag charge of £1.99 to your order at the checkout.
The chilled packaging will keep the order cool for upto 48 hours and we advise customers to take the order in as quickly as possible and refridgerate it.
Do not change the delivery date or address for chilled items as they are time sensitive, we cannot accept responsibility for items when the delivery date or address is changed.
Frozen orders will need either a freezer box or freezer bag for delivery and ice packs. Our system will automatically add a chill / freezer bag charge of £1.99 to your order at the checkout.
To ensure the correct temperature in the frozen package, a minimum order of £20 is required to ensure there are enough items to do so. Frozen orders do need to be taken in and placed in the freezer as soon as the order is delivered. Frozen orders can only be sent to UK mainland addresses on a next day delivery or a 2-day delivery in certain areas. Do not change the delivery date or address for frozen items as they are time sensitive, we cannot accept responsibility for items when the delivery date or address is changed.
Terms & Conditions for Chilled & Frozen Items
Chilled and frozen orders can only be dispatched via a DPD next day delivery service Monday-Thursday or via a DPD 2-day delivery service Monday-Wednesday. Our couriers do not have chilled/frozen facilities to store these orders in over a weekend.
Cutomers must make sure they are available to take in these orders on delivery. These orders may be left with a neighbour or you can select a safe place for the parcel to be left - either of these options must be selected by the customer via the dispatch email or the My DPD app.
We can not take responsibility for chilled or frozen items if customers change the delivery date or are not in to accept these orders and have not selected a safe place via the dispatch email or the My DPD app.
By ordering these goods you accept that your order may be delayed in transit due to reasons out of our control such as adverse weather. If your order is delayed in transit and you have accepted the parcel you must inspect your products report any concerns to us within 24hrs of reciept. Some products are only chilled as a precaution and we will advise you if this is the case.
If there is a problem with your delivery we must be notified as soon as possible in order to try and resolve any issues that may have occurred.
To submit a return request for footwear please do so via the Returns section at the bottom of our website. You will receive a returns reference and a pre-paid returns label via email (mainland UK only). Simply print the label and drop the parcel at your nearest Myhermes shop which we will link via email. Please allow up to 3 working days to receive your returns label. If you are based outside of mainland UK you are responsible for your own return postage fee.
Shoes must be returned unworn and in a re-sellable condition within 14 days of delivery with the original packaging & boxes. Shoes can be exchanged for another size if they do not fit. We will send one exchange at no extra delivery cost if your items do not fit (mainland UK only) however any secondary exchanges will be charged return carriage. This fee will depend on the items being returned.
Clearance Footwear Returns
Clearance footwear is usually end of line or discontinued items. These items may be returned to us for a credit note within 14 days of delivery and we may be able to offer a free exchange for an alternative size on clearance lines if the size in question is still available, please mark this on your returns request.
We cannot accept returns on perishable items including chilled and frozen goods. All other items can be returned to us for a refund providing they are un-opened and in re-sellable condition with the original boxes/packaging. The customer is responsible for the cost of return postage. Please contact us prior to returning these goods via email at email@example.com
Alternative Stores Returns, Unit 3, 1 Wesley Way, Newcastle upon Tyne, NE12 9RY.
Refunds & Credit Notes
Refunds and credit notes are usually processed within 3 working days of receiving your return and at busy times may take a little longer. Refunds may take up to 30 days to show on some card statements, this is due to certain card firms systems although usually they show in your account within 3-5 working days. You will receive a confirmation email once your refund has been processed.
Footwear returned to us after 14 days of delivery will be offered a credit note.
Gift vouchers can be purchased as a gift and have no expiry date. Please ensure you enter the recipients correct email address into our system when purchasing. Gift vouchers can be used to purchase any items on our website or through our Newcastle Vegan Store. We can not offer a refund on gift vouchers or refund the value of the voucher to another person.
Terms & Conditions For Delivery
Delivery Addresses: It is essential that the complete delivery address is listed on your order including the correct postal code and a contact telephone number. Courier firms will not consider compensation for items sent with/to an incorrect address. Alternative Stores or our couriers can not be held responsible for items lost due to an incorrect address being provided.
Goods are usually delivered using a courier. Deliveries take place between 7AM and 5PM Monday to Friday. Please ensure the address provided is suitable for the goods to be delivered to and that a signature can be obtained on delivery. You can leave a safe place request via the DPD email or MyDPD app however Alternative Stores and our couriers are not responsible for losses if your order then goes missing. We strongly suggest you use a work or neighbours address if your home address is not suitable for delivery during business hours.
If the courier misses you, they may attempt to deliver to a neighbour. If this is not possible a contact card or calling card email is left for you to arrange a suitable delivery.
In the unlikely event of a customer not contacting the courier to arrange a redelivery, the order may be returned to us after 4 days & will incur a charge for return delivery.
We ask you for your telephone number to help with your delivery. Adding a mobile telephone number to your account/order allows us to also notify you by text, as well as by email, that your order is on its way.
All customer outside of the UK are responsible for any import duties or taxes required by your country. Alternative Stores are not liable for any delay caused by customs. Customers must ensure the items they order are legal in their country, complying with all applicable laws. Alternative Stores do not accept liablity for seizure or loss of any items that contraveins your countries law.
Please see our delivery page for delivery times & further information.
We will not pass on your details or information to any other parties except to process & deliver your order. We do ask for a telephone number to help the couriers to deliver your
order. We do pass your telephone number and email to our couriers to
notify you when your order is sent out and to help when there is an
issue with delivery. If you wish to unsubscribe from our newsletter at any time please click the unsubscribe link at the bottom of the email or contact us.
We occasionally offer discount codes which can be entered at the checkout. These may be sent out in our email newsletter or advertised on our social media pages. Discount codes can only be used as directed and any discount excludes any sale items, delivery fees or chill/freezer bag charges. One discount code may be used per order. We reserve the right to amend or withdraw discount codes at any time.