Terms & Conditions
Terms & Conditions
Please read these terms & conditions of sale carefully before placing your order. By placing an order you are accepting these terms & conditions.
Chilled Orders
Chilled orders will need a chill / freezer bag or box and ice packs. Our system will automatically add a chill bag charge of £1.99 (including VAT) to your order at the checkout.
The chilled packaging will keep the order cool for up to 48 hours and we advise customers to take the order in as quickly as possible and refrigerate it.
Please 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 delivery address is changed.
Returns
Customers may return certain items under the distance selling regulations for a refund, minus original delivery charges and admin fees as stated below.
How much do returns cost
If you use our pre-paid returns service then a £2.99 admin fee will be deducted from the value of your return to help towards the return postage fee. If you are based outside of mainland UK you are responsible for your own return postage fee. If you wish to return your order without using our pre-paid returns service then please use our returns address which you can find below.
How do I exchange an item
Unfortunately, we don't offer exchanges at present, but if you would like to return your order within 14 days we will refund you and you can place a new order for the items required.
Other returns
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 or alternatively you can use our pre-paid returns service subject to a £2.99 admin fee which will be deducted from the cost of your refund. Please contact us prior to returning your goods at cservices@alternativestores.com
Returns Address:
Suma – Unit G15, Lacy Way, Lowfields Business Park, Elland, HX5 9DB
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 usually show in your account within 3-5 working days. You will receive a confirmation email once your refund has been processed.
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 cannot be held responsible for items lost due to an incorrect address being provided.
Goods are usually delivered using a courier. Deliveries can take place between 7AM and 8PM 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 will be returned to us after 3 delivery attempts & 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 customers 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 liability for seizure or loss of any items that contravene your countries law.
Please see our delivery page for delivery times & further information
Privacy Policy
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. Please see our privacy policy for further information.
Discount Codes
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 and this discount code must be applied prior to placing your order. We reserve the right to amend or withdraw discount codes at any time.