Customer Care

Contact Us

Please get in touch if you require any information or assistance regarding your order, return, or anything else.



info@albamclothing.com

+44 (0) 203 394 2663

We will respond to your email within one working day.

Customer Services are open 09:30 - 17:30 GMT Monday - Friday, excluding weekends and public holidays.

Delivery

UK

Standard UK (DHL £6.99) 1-3 working days

Express UK (DHL £9.99) Next working day* (Order before 12pm GMT) (Mon-Fri)

You will receive an email / text message informing you of the estimated delivery date and time within a 1-hour window. If you are unable to sign for the delivery then there is the option to reschedule. A calling card will be left to rearrange if the delivery is unsuccessful.

No signature currently required to COVID-19. The courier will instead take the name of the recipient verbally and enter that onto their scanner to avoid contact.

Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.

EU

Standard EU (DHL £12.99) 1-3 working days

Express EU (DHL £14.99) Next working day* (Order before 12pm GMT) (Mon-Fri)

Fully tracked and signed for service. If you are unable to sign for the delivery then there is the option to reschedule. A calling card will be left to rearrange if the delivery is unsuccessful.

If you are based outside the UK and EU, you may have to pay import duties. When your delivery reaches the country of your destination, import duties and taxes are levied and payment to our carrier is necessary to release your order from customs. We are unable to advise on rates, as they vary according to the country. Please consult your local postal service for more information.

Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.

International

Standard International (DHL £20.00) 2-5 working days

Fully tracked and signed for worldwide service 2-5 working days. If you are unable to sign for the delivery then there is the option to reschedule. A calling card will be left to rearrange if the delivery is unsuccessful.

If you are based outside the UK and EU, you may have to pay import duties. When your delivery reaches the country of your destination, import duties and taxes are levied and payment to our carrier is necessary to release your order from customs. We are unable to advise on rates, as they vary according to the country. Please consult your local postal service for more information.

Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.

Ordering

Once your order is placed, the warehouse begins to process it right away to ensure it reaches you in good time. This means that it is unfortunately not possible to add to, amend or cancel an order once it has been placed. Your purchases can be returned for a refund or exchange within 28 days. If you have forgotten to purchase an item, you will need to place a second order. Please note that we cannot combine orders.

Payment

Payment can be made by Visa Debit, Visa, Mastercard, Amex, Apple Pay, Google Pay and Paypal.

All prices are inclusive of VAT at the current rates and are correct at the time of entering the information onto the system. The total cost of the order is the price of the products ordered plus the delivery charge.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

The payment charge is made at the point the order is dispatched.

Tracking

All orders are tracked and require a signature upon arrival. If nobody is home to sign, your order will be returned to the carrier's local depot and instructions will be left regarding redelivery.

An email will be sent to you once your order has been dispatched. On this email, we will include the DHL tracking number, this can be entered into http://www.dhl.co.uk to monitor its progress. Please note tracking information can take up to 24 hours to update.

If for some reason your dispatch confirmation does not include a tracking code please call or email our customer services on +44 (0) 203 394 2663 / info@albamclothing.com with your order number and out team will update you on the status of your order.

If for any reason you have not received your parcel within 7 days of ordering, please contact our customer service team and allow us 5-8 working days for us to carry out the investigation.

Returns

We hope you are happy with your purchase; however, should you wish to return your order for an exchange or refund please note we will accept returns sent back within 28 days of receipt of your order.

Please ensure the product(s) are in their original condition and packaging, with all tags attached.

If you have received a faulty item, before returning your order, please contact our Customer Service Team who will be happy to help you.

Please note that we are not liable for the cost of return shipping. We recommend using either Royal Mail Recorded Delivery (with sufficient compensation cover for the value of contents) or a delivery service such as DHL. Please note that we are not liable for items lost in the post. Returned goods must be packaged securely as we will not accept returned goods that are damaged in transit.

Please include the return paperwork as well as any paperwork received with your order, so that we can process your return as quickly as possible.

Refunds

Refunds are processed within 7 working days of arrival at the warehouse to allow for inspection onto the original method of payment (credit card, gift voucher or Paypal account). We cannot facilitate refunds to a third party. You will receive an email once your order has been refunded

Any refunds will be credited to your original payment method, please note that credit card companies only allow refunds to be made to the card used to pay for the original order. Please be aware that it can take as long as seven working days for a refund to be acknowledged by your credit card company

Exchanges

We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 7 days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website.

Gift vouchers/store Credit

When paying partially with Store Credit, the credit will be split proportionally between the items. When returning goods, you will be refunded the proportion that you paid via Store Credit back to Store Credit and the rest back on to your original payment method. This will be the case whether returning some or all of the goods from your order.

Returning to store

For your convenience, you can deliver your return in person to our London Flagship Store. Please ensure that you take your completed returns form with you as your proof of purchase.

Returns by post

Please note that we are not liable for the costs. We recommend using either Royal Mail Recorded Delivery (with sufficient compensation cover for the value of contents) or a delivery service such as DHL. Please note that we are not liable for items lost in the post. Returned goods must be packaged securely as we will not accept returned goods that are damaged in transit.

Any refunds will be credited to your original payment method, please note that credit card companies only allow refunds to be made to the card used to pay for the original order. Please be aware that it can take as long as seven working days for a refund to be acknowledged by your credit card company.

Return Address

Albam Returns
Alpi UK
Unit 6 Miles Gray Road
Basildon Essex
SS14 3HJ

FAQ’s



Please check our FAQ list for any questions you may have, if you cannot find what you are looking for please email us at info@albamclothing.com

Subscribe to our newsletter?

Keep up to date with Albam Clothing by signing up to our email newsletter. You will be the first to know about the latest arrivals, news and promotions.

You can opt out at any time by unsubscribing at the bottom of any of our emails.

We take your privacy seriously. For more information about how we collect, store and use the personal information that you provide to us, in addition to how we personalise our communications to you, please see our privacy policy.

How do I create an account?

To register for an account to order with us, please click sign in in the top right of any page where you will find the create account link.

I’ve forgotten my password, how do I reset?

Please find our reset password link located in the ‘sign in’ window.

Which countries do you deliver to?

We deliver to the US, Canada, UK, EU and the following international countries: Andorra, Argentina, Australia, Bahamas, Bahrain, Barbados, Belarus, Bermuda, Brazil, Brunei, Egypt, Fiji, Georgia, Greenland, Iceland, India, Indonesia, Israel, Jamaica, Kuwait, Lebanon, Malaysia, New Zealand, Norway, Peru, Philippines, Qatar, Saudi Arabia, Serbia, South Africa, Switzerland, Turkey, Ukraine, United Arab Emirates.

Do you deliver to PO boxes or mail boxes?
Unfortunately we are unable to deliver to PO boxes. If the shipping address provided is a PO box then your order will be placed on hold and we will contact you for alternative details, which has the potential to delay your shipment.

Can I order over the phone?

Due to security reasons we are unable to accept telephone orders.

I would like to add items to an existing order

Unfortunately we are unable to add items to or amend an order once it has been placed. You will need to contact us here so we can cancel your order and let you start again

How do I place an order?

Select your desired product and add it to the shopping cart, click on the cart icon (top right-hand corner of the homepage) to view the items ordered, click ‘proceed to checkout’, and follow the instructions.

How do I know if my order was successful?

You should receive the order confirmation right away after placing your order with us. Please check your SPAM folder since the confirmation email might be mistaken as junk mail and end up in there.

If you haven't received anything within 24h, please contact our customer service team and provide us with your name and email address associated with the order so we could look into this for you.

How long will my order take to arrive?

We aim to dispatch all orders within two business days, but this can take longer during busy periods. Once dispatched, delivery time varies depending on the country or region you are in.

Payment


What currency will I be charged in?

Please note, we only charge for orders in GBP.

Are my personal details and payment information safe?

All contact information is stored safely and we do not pass any details on to third parties. Paypal collects your payment details securely and we never see your full card details. Paypal supplies only the cardholder name and the last four digits of the card number to us.

Will I have to pay taxes or import duties?

This is a charge that varies between countries and unfortunately we are unable to provide estimates. To avoid any unexpected charges we advise that you contact your local customs office for a breakdown of potential taxes and/or duties before you order. The customs clearance process can cause delays to the delivery of your goods and we recommend factoring this in when placing an order. If you wish to dispute any charges we must be informed of this within 28 days of the date of purchase.

My bank is showing two charges for my order

Although it may appear as if you have been charged twice, we can assure you that we have only taken payment once. If you pay for your goods with a credit or debit card, your bank statement may display both a “pre-authorization” amount and the “final sale” amount. Your bank will reserve or allocate the funds as unavailable until Albam clears the transaction and processes your order (thus debiting the funds from your account). The pre-authorization reserve/allocated amount and final charge cannot be combined in one transaction, which is why it appears as if you have been charged twice. The actual balance will not be deducted until Albam processes your order and the banking system transfers the funds.

What is a 'foreign transaction fee' and will I have to pay it?

A 'foreign transaction fee' is an administration or handling fee that is charged by some credit card companies when a foreign purchase is made. All online transactions are processed at our european offices, which is why customers outside the e.u. may be charged a foreign transaction fee by their credit card company (usually up to 2.75% of the purchase amount). If you wish to avoid the charge then we advise contacting your credit card company to ask about their policy regarding foreign transaction fees before making your purchase.

Do you offer a VAT discount to non EU customers?

All prices listed on our website include UK VAT, if you have placed an order from outside of the UK and EU then we will be happy to reimburse the VAT plaid when placing your order. Please contact our customer service team for assistance with this.

Shipping


I won't be in to sign for my parcel; can you leave it outside my property?

All orders must be signed for upon delivery and we cannot leave parcels in a designated area. If you are unable to wait in for your order you can pick it up from your nearest collection office depending on the courier company we use to ship your goods.

Where's my order?

We aim to dispatch orders within two business days, but this can take a little longer during busy periods. As soon as your order has shipped, we will send out an email with your tracking number and shipping information so that you can keep an eye on your parcel and get an estimated delivery date.

I bought an item before the sale started, can you refund the difference?

Prices shown on the website are final and we are unable to offer subsequent price adjustments on items bought before a sale or further reductions in price.

Returns & exchanges


There's a problem with the item(s) I ordered.

If you did not receive all the items ordered, or if there is a problem with any of your goods then please contact us here and we will get things resolved as quickly as possible.

Can I exchange my items for another size/colour/style?

We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 28 days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website.

How will I receive my refund?

You will be refunded via your original method of payment e.g. credit/debit card or paypal. Once your refund has been issued it usually takes 2 – 3 business days for the funds to clear. You will be refunded the full amount minus the original shipping fee. If you have any further questions or if your refund hasn't appeared, then please contact us here.

When will I receive my refund?

Once a parcel has been received at our warehouse it can take up to 7 working days to process the return before your refund can be issued.

How do I return my parcel?

If you are not completely satisfied with your purchase, you can send your goods back to us for a refund. You must complete a returns form and send the item(s) back to us in their original condition (including hangtags) within 28 days of receipt.

Don’t forget to include your order number so that we can identify and process the return.

I bought my Albam item from one of your stockists; can i return it directly to you?

If you have bought an Albam item from one of our stockists (either online or in store) then your contract of sale is with them. If you wish to return your Albam goods or if they are damaged/defective then they must be returned to the original place of purchase. We cannot accept returns at albamclothing.com for items bought via our stockists.

Can I return a sale item for a refund?

The usual 28-day returns policy applies to all items bought during the sale.

Can I return any item?

For purchases made online, you are welcome to return any product you are not completely happy with when you return it to us within 28 days of receipt.

I'm outside the return period, can I still make a return?

We are unable to accept returns which have been returned outside our policy.

The item I bought is now on sale, can I get the difference refunded?

We are unable to refund the difference. If your item is unworn and complete with original packaging and tags we suggest placing a new order and return the previous order for a refund.

I've purchased outside of Europe, will my duties be refunded to me if I return an item?

As we are not involved in calculating or collecting any taxes or duties related to the import of your order, we are unable to advise on the process for these to be reimbursed. We advise checking with your local customs office before placing your order.

Products


I need specific sizing information, how would I get it?

Please contact our customer service team with the details of the product.

Will you be getting more stock?

Please contact our customer service team with the details of the product.

Do you have more sizes available?

Please contact our customer service team with the details of the product.

Do you price match?

We are unable to offer a price match.



Need more help?



Please feel free to contact us with any questions.