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.

Frozen Orders

Frozen orders will need a freezer freezer bag for delivery and ice packs. Our system will automatically add a freezer bag charge of £3.99 (including VAT) to your order at the checkout.

To ensure the correct temperature in the frozen package, a minimum order of £20 worth of frozen foods 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. Please 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 

We cannot 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.

Customers 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. Alternative Stores cannot accept liability for perishable goods should the customer not be home to accept their delivery.  

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.

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 receipt. 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.


Customers may return certain items under the distance selling regulations for a refund, minus original delivery charges and admin fees as stated below.


Footwear Returns


Shoes must be tried on indoors and not show any signs of wear. Shoes must be returned within 14 days of delivery with the original packaging & boxes. To submit a return request please do so via the Returns section at the bottom of our website, you require a printer for this service. You will receive a returns reference and a pre-paid returns label via email (mainland UK only). The returns label must then be printed and the parcel dropped 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.

We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy.

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.

Clearance footwear returns

These items may be returned to us for a credit note within 14 days of delivery and a £2.99 admin fee to help towards the cost of the return postage will be deducted from the value of your credit note.

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:

Alternative Stores Returns, 33 Royal Quays, Coble Dene, North Shields, NE29 6DW.

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.

Footwear returned to us after 14 days of delivery will be offered a credit note.

Gift Vouchers

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 from our Newcastle upon Tyne store. We cannot 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 cannot 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 6PM 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.