T&Cs

ORDER TIMELINE

Alderton Sage commissions or handcrafts many of our products to order. These can take up to 21 days to be created before posting. 
Some items can be packed and posted before this time, but expect a 5 working day period between order and delivery in these cases.
If you need something by a certain date, we recommend that you contact us before placing an order online with us. You can do this by emailing us at hello@aldertonsage.co.uk
Check our descriptions carefully to understand if a product is pre-made and ready to post or if the product made to order and will take a longer time to reach you.

HANDMADE DISCLAIMER

The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being handmade.

Care for your new product

Your products will have a care label or advisory label with it if there are specific ways in which it should be handled to guarantee its use and longevity.
This is particularly important for our clothing and candle ranges.
Please read advisory instructions carefully. We can not be held responsible for damage caused as a result of not adhering to these instructions.

 

Size chart

Please use our size chart to prevent errors when ordering clothing items.

XS  UK 6/8
S    UK 8/10
M   UK 10/12
L    UK 14
XL  UK 16

Our clothing is designed to be worn loose and flowing, but if you prefer a tighter fit, please order accordingly.

delivery

Generally our company posts through the following carriers
* Royal Mail
* Hermes (for orders requiring a faster posting date)
In some circumstances, we may use other carriers.

International delivery

As much as we would love to post our products outside of the UK to our international fans, unfortunately at this time we are unable to do so.

 

Cost calculations

We do our best to apply fair P&P costs to each order.
* We charge a flat P&P rate of £3.95 to be fair to all customers
* We offer free p&p for orders over £60 

Timeline

Selecting faster postage during checkout does not ensure a faster processing time. Your product may still need up to 21 days to be handmade.

RETURNS for exchange or refund

We hope that you are thrilled with your products from Alderton Sage. However, if you are dissatisfied in any way, please let us know within 14 days of receiving your order.

Please do this by emailing hello@aldertonsage.co.uk detailing your name, the product in question and the reason for your dissatisfaction.

We will then review your case and respond within 7 days.
You may be asked to return the item for refund or exchange. All postage costs relating to the returns are at your own cost.
All items for return should be posted to:

Alderton Sage
The Old Bakehouse
13 Chancery Lane
Debenham
Suffolk
IP14 6RN


Hand delivered returns to our HQ in Suffolk can be made with prior appointment. email us at hello@aldertonsage.co.uk to arrange.

You will be responsible for paying for your own postage costs for returning your item. These costs are non-refundable.
If you are shipping an item over £50, you should consider using a trackable postage service or purchasing postal insurance. This cost is non refundable.
We can not be held responsible for returned items not reaching us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your exchange or refund.
 

non-returnable items

We are unable to accept the following items as returns

* Gift cards
 

Exchanges


We will replace items if they are defective or damaged.

Where an item is in stock, an exchange will be offered.

If you require an exchange for a different size (for our clothing range only) and this is in stock, then we will post a replacement to you within 7 days of the returns decision email issued by us
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you have requested an exchange and the item is not in stock and unable to be re-ordered, a refund will be offered
 

Refunds

There are certain situations where only partial refunds are granted:

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error
If you are approved for a refund, then your payment will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@aldertonsage.co.uk