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Promotional Codes

How do I use a promotional code?

“Student? Have some discount!” should be “Student? Have a discount!”

Please add your code at the checkout where you’ll see the ‘Promotional Code’ box. Type your code here, click ‘apply’ and, if it’s valid, your discount will be applied.

Heads up: it’s just one code per order please.

Having issues applying promotional codes?

Having issues redeeming your discount? This might be why:

  1. That code could’ve expired now as we run offers for a limited time.
  2. Trying to use two codes? We love giving you discount, but ask that you only use one code per order please.
  3. Double check your delivery option. Some of our codes only work when you select a specific delivery option such as our Express service.
  4. Check for typos. Double check you haven’t mistyped the code in your mad dash for discount. Compose. And re-type.
  5. It. All. But check you’ve only picked products from the category on offer.

What should I do if I’ve forgotten to use my promotional code?

Unfortunately, we are unable to manually enter discounts after the order has been completed.

Orders

Do I have to order online?

 

Yes, as we are an online retailer you can only order online. This is the best way to pay. It is fast, safe and secure.

 

How can I pay for my order?

We accept the following payment cards:

Visa, Visa Debit, MasterCard, Solo, Maestro, Electron and American Express. We also accept, Ideal, Giftcards and prepaid debit cards.

 

Is it safe to order online?

You can be assured that shopping with Aloof is safe! We are a member of “Verified by Visa” and “Secure by Mastercard”, providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

 

 

How do I know that you have received my order?

Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you. If an email does not appear to have been received, please check your spam folder.

 

Can I make changes to my order?

Unfortunately, once you’ve placed your order, our warehouse team will have already started processing your order! Find out more info on our cancellation policy here.

 

Can I track my order?

Tracking your order is easy! “Enter your 8 digit order number into the ‘Track my order’ facility at the top of this page.

 

Can I cancel my order?

To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed we cannot stop the process of items being sent to you, you will need to return the items to us. Find out more info on our cancellation policy here.

 

What should I do if I receive an incorrect or faulty item?

We’re sorry to hear that you’ve received an incorrect or faulty item. Please send us a message with your order number, the name/product code of the item you were supposed to receive and further details of the problem within 30 days of receiving your order. Please see ‘How do I return an item?’ for details on how to return an item to us.

 

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please return your item/items to us following the method below.

  1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
  2. Cover your address label with the shopaloof returns label found on the bottom right of your delivery note.
  3. Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
  4. Keep your certificate of postage safe as you will need this as your proof of return.

Deliveries

 

Where do you deliver to?

Our UK shipping service includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands, IOM, IOW and the Highlands and Islands of Scotland.

Will I be charged customs and import duties?

Depending on the value of your order, your Aloof parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

Unfortunately, these charges are out of shopaloof’s hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

 

What time will my delivery arrive?

Deliveries can be made any time between 7.00am and 9.00pm.

 

What if I am not in when my parcel is delivered?

The shipping company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The shipping company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been shipped to, how to contact them to re-arrange a shipping time or to advise where you can collect your parcel from. “If you are a UK customer, please contact Customer Services, which can be found at the bottom of this page, if you require further help in rearranging a delivery.”

 

Will a signature be needed for my delivery?

If you or a neighbour is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date that is more suitable for you.

 

Can you deliver to a different address than my billing address?

Yes! You can have your parcel shipped to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.

 

What if my parcel does not arrive?

We ask if you could patiently wait up to 4 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, complete the details and either scan it or send it back to us, the address is on the form. We will then progress an investigation with the carrier on your behalf.”We will get back to you within 7 working days.”

Payments

 

How can I pay for my order?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express.We don’t accept paypal.

When will I be charged?

When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment, either your card issuer or Customer Services will contact you.

 

Why am I being asked for another password after entering my card details?

This is the 3D Secure Payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.

Stock

 

 

Products and Stock

 

How can I find out more information about a product?

If you can’t find the information you need about a product, please don’t hesitate to contact us and we’ll try our best to help you. Don’t forget to check the Style Notes and Details & Care tabs on the product page for more information.

 

Will you be getting more stock?

Our popular items can sell out quickly as we are all about fast fashion.

You can browse our Back In Stock to see if the product has come back in stock. If this is unavailable why not look for an alternative in our New In section? Please contact us with the item code and/or name and we will let you know if we will be getting more stock in your wanted item!

 

Why can`t I find an item that was advertised?

Our advertised products become very popular and sell out quickly.

If you can’t find what you’re looking for, please contact us and we’ll try our best to help you.

 

Do you have a size guide?

You can view our Size Guide here.

My Account

 

What should I do if I`ve forgotten my password?

Don’t worry if you’ve forgotten your password! “Simply click the “Forgot your Password?” link next to the login button and follow the instructions.”

 

How do I change my email address?

“For customer account security we do not allow change of email address. If you need to use an alternative email address, please create a new account.

 

Why am I experiencing problems when entering my payment details?

Firstly, make sure you have inputted the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card.After this, please us the contact form on the help page to submit details of any error messages received and we will investigate further.” should be “After this, please use the Contact Form on the Contact Us page to submit details of any error messages received and we will investigate further.

 

How do I unsubscribe from your newsletters?

Click the ‘Unsubscribe’ button at the bottom of the email newsletter.

 

How do I unsubscribe from your SMS messages?

Please reply to the SMS message with BLOCK as your message.

General

 

Do you have a catalogue?

We don’t currently print a catalogue, however we do distribute a copy of our Stylefix magazine with all orders.

 

Do you have a shop?

As we are a dedicated online retailer, we do not have a shop.

 

Can I pre-order an item?

Unfortunately, due to the exclusivity and quick turnaround of our stock, you are unable to pre-order anything at the moment.

 

How can I contact you?

Please fill in the Contact Us form on the here homepage or tweet us @shopaloof.

We are here to help you 24 hours seven days a week.

 

Do you offer gift vouchers?

Yes, we do! However, this is currently for the UK Only. Shop Now;.

Legal

Returns Policy

  1. OUR RETURNS POLICY

If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) using our hassle-free, 3-step returns process HERE.

If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

 

  1. FAULTY GOODS

Please return your item(s) to us within 30 days after finding the fault, and remember to get in touch before returning. You can do this by filling out the form on our Customer Service Hub here, and a member of our team will look into it.

Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

 

  1. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

If you’re a customer in the EEA, you get 14 days to cancel your contract with us

This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: heretohelp@shopaloof.com

Write to us via post: shopaloof, 8 Sharon Close, Parkfields, Wolverhampton, WV6 4EU, UK

 

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

 

  1. UK CUSTOMERS ONLY – HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?

shopaloof UK returns are free and easy!

  1. Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.
  2. Cover your original address label with the sticky Aloof returns label found on the bottom right hand corner of your delivery note.
  3. Return your package via the Post Office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.

5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

It can usually take up to 14 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund your credit/debit card. The funds should appear on your bank statement within 3-5 working days (how long depends on your card issuer).

If you paid for your order with a gift voucher or store credit, this will be credited back to your shopaloof.com account.

We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

6. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice.

Returns

How long do I have to return an item?

If you are a customer in the European Economic Area (EEA), you have a legal right to change your mind within 14 days and receive a refund for most products that you buy from us online. If you would like to cancel an order because you have changed your mind, you must tell us no later than 14 days after the date you receive the last of your items and you must return your items to us within 14 days of notifying us that you would like to cancel your order.

If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us.

Please return unsuitable items in its original packaging. Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

 

UK Returns – How to return an item & how much does it cost?

Please follow the process below for returning your parcel to us.

  1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
  2. Cover your address label with the aloof returns label found on the bottom right of your delivery note, or download a new one from below.
  3. Return the package by using your local Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
  4. Keep your certificate of postage safe as you will need this as your proof of return. There is a returns label included in your parcel. If you have misplaced this label, you can download a new one below. Remember to add your order number if you download a new returns label. This can be found in Order History in My Account.

 

How long does it take to process my return?

It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund your credit/debit card. The funds should appear on your bank statement within 3-5 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your shopaloof.com account.

We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

 

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

 

How can I track the status of my return?

We will send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund. Kindly note that it can take 3-5 working days for the payment to show on your account (depending on your card issuer) after the refund has been processed.

 

Can I have an exchange instead of a refund?

We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice. Find out how to return here.

 

What should I do if I receive an incorrect or faulty item?

We’re sorry to hear that you’ve received an incorrect or faulty item.

“Please contact us via the help page “Contact us” form, stating the order number” or tweet us @shopaloof, with further details of the issue within 30 days of receiving your order. One of our customer service agents will be more than happy to look into this for you.

 

The Consumer Contracts Regulations

If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: heretohelp@shopaloof.com

Write to us via post: shopaloof, 8 Sharon Close, Parkfields, Wolverhampton WV6 4EU, UK Aloof and Family Ltd

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