Frequently Asked Questions

 

Delivery Information

 

Do you deliver overseas / internationally?

We can deliver to most countries. Our shipping costs alternate depending on which country you would like us to deliver too. Please visit our Delivery & Returns page for the most up to date shipping charges

 

Can I track my order?

Wherever possible we will deliver your order via UPS, you should receive a unique tracking number within your Shipment email. On occasion some orders are delivered by Fed Ex and we are not able to track those orders.

 

Can I get my order any faster?

We aim to get all purchases out for delivery the day after we receive them (Mon - Fri) but should you need goods urgently please let us know and we will try and make arrangements for a faster courier service, although this may incur an extra charge.

 

My UK home order is late, what should I do?

Please note that at busy periods standard deliveries may arrive up until 8pm.

 

All our UK orders are delivered by UPS and you should have received a unique tracking number within your Shipment email. If you visit their website, www.ups.com and enter the unique tracking number, you should see the delivery status of your order.

 

If your parcel is more than two working days after the expected delivery date, please contact our customer services team.

 

My international order is late, what should I do?

Wherever possible we will deliver your order via UPS, you should receive a unique tracking number within your Shipment email. If you visit their website, www.ups.com and enter the unique tracking number, you should see the delivery status of your order.

 

If your parcel is more than four working days after the expected delivery date, please contact our customer services team.

 

Payment

 

Do you accept PayPal?

Yes we do. Please select PayPal at the Secure Checkout page

 

Is my payment secure?

As an e-commerce business, internet fraud is one of our foremost concerns. With this in mind we use leading technology to ensure your data is never compromised. Likewise we use SAGEPAY to handle any credit card transactions. Thus all credit card data is captured by SAGEPAY who are regarded as one of the most secure card payment systems in the world. We at Alan Paine never see your card data when you order online. SAGEPAY holds this information on their secure servers. In addition to PayPal’s security systems we also employ additional security checks (3D Protocol security checks) on online transactions.

 

What is 3D secure (3D Protocol Security Checks), verified by VISA and MasterCard SecureCode?

The 3D Secure authentication is an additional fraud prevention scheme. It allows shoppers to create and assign a password to their card that is then verified whenever a transaction is processed through a site that supports the use of the scheme. The addition of password protection allows extra security on transactions that are processed online. The scheme is a collective of Verified by VISA (VBV) and MasterCard Secure Code (MSC).  It is the most recent fraud prevention initiative that is available at the moment.

 

There is a payment problem with my card, what do I do?

 

UK Payment Issues

Please ensure that the correct billing information has been used for your payment card.

If your billing information is correct we recommend contacting your card issuer if you are unable to complete payment.

If your card issuer confirms that there is no issue with your bank account or card, please contact our customer service team.

 

International Payment Issues

You may need to contact your bank and advise that you would like to make an international online transaction. Alternatively we do accept PayPal on our site, have you tried them?

 

The PayPal site is highly secure. It's really easy and quick to use. If you don't already have a PayPal account click on this link and register with them https://www.paypal.com/signup/account  Once you have registered, please go back to our checkout and pay selecting PayPal, I'm certain your order will then go through.

 

Can I pay over the phone?

You may wish to order by phone instead in which case your card details are entered directly onto our virtual terminal linked direct to SAGEPAY secure system. The details are never written down but are simply entered as they are given. If for any reason we aren’t able to process the transaction at that moment we will call you back to do so rather than taking your details down.

 

Returns exchanges & refunds

 

Do you accept returns?

Yes we do. Customer satisfaction is our top priority. If you are not happy with your goods or need to exchange an item for a different size you may return your goods at any time up to the end of 30 days after you receive the goods.

 

Important information on returning goods

Unwanted goods must be returned in an unused, fully resalable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

 

Are there any charges for returning goods?

If the goods are being returned because they are unsuitable, the cost of return postage is to be paid by you. If the goods are being returned because they are faulty, we will pay the cost of returning the item. Proof of postage costs will be required.

 

How do I return goods outside of the EU?

When returning goods from outside the EU you must attach a customs declaration describing the goods as ‘British Returned Goods’ only. Items returned with incorrect customs declaration may be delayed in customs and may lead to the parcel being returned to sender. We are unable to accept any parcel with customs charges payable, such parcels will be refused and returned to sender. We are unable to refund any import duties or local taxes in relation to returned or exchanged goods. In some circumstances refunds may be available from your local customs office. For further information please contact the relevant customs office directly. In cases where the item is deemed to be faulty we will only refund a maximum of £15 towards any return delivery charges incurred.

 

Where do I return the goods?

Our address for all returns is Alan Paine Knitwear, 4A Hamilton Way, Oakham Business Park, Mansfield, Nottinghamshire NG18 5BU, England and we request that you contact us as set out in these terms & conditions in relation to such returns.

 

Click here for further information on our Return’s Policy.

 

Sizing

How do I choose the right size garment?

All our garments will have a sizing chart underneath the product descriptions. You can also visit our Size Guide page or alternatively please contact us directly.

 

Pricing & VAT

 

Do your prices include VAT?

All our prices include UK VAT but exclude delivery charges.  Find out more about our delivery services and charges here.

 

Do you charge VAT / TAX on orders being delivered outside the EU?

For customers outside the EU, our site will deduct EU VAT (Value Added Tax) from your order once you select your delivery country at the checkout. However you will be responsible for paying any local taxes or import duties falling due (if applicable) which will normally be collected by the courier company prior to their making delivery.