DELIVERY

My order status says 'Unfulfilled', when will it be shipped?

If your order is showing as 'Unfulfilled', this means we are still preparing the order and it has not yet been dispatched. Please note: this status may show for longer during busy trading periods. When your order has been dispatched you will receive a shipping confirmation email as well as a link to track your parcel. 

If your order does not arrive within the time frame stated in your confirmation email, please contact our Customer Care team and they will investigate the delay.

Where is my order?

To check the progress of your order, please check your order confirmation email, or track your order here. This will provide you with the date your order is expected to be delivered as well as your chosen address. In this email, you can also find the link for your order tracker, where you will be provided with regular updates on the status of your dispatch, shipment and delivery.                                           

If your order has not arrived within 48 hours of the delivery date stated in your confirmation email, please contact our Customer Care team and they will investigate the delay. For the quickest response, our Live Chat can be found by clicking on the question mark in the bottom right-handed corner of our site.

Do you deliver to PO Box addresses or places of work?

Unfortunately, we cannot deliver to PO Boxes. We only offer delivery to permanent residential addresses and places of employment. 

If you wish to have your order sent to your workplace, please be sure to include the name of the company when placing your order and ensure that someone will be available to sign for the parcel.

What happens if I miss my delivery?

If you miss your delivery or someone is not available to sign for your parcel, our courier will attempt to deliver on a different date. They may also leave a calling card at your address to confirm they have done one of the following: 

  • Left your parcel with a neighbour
  • Left your parcel in a 'Safe Place' 

Alternatively, this card may provide you with:

  • A redelivery date.                    
  • Details to collect your parcel from a 'Pickup Shop'    

If your parcel has been returned to us after a failed delivery, our Returns team will process a refund for you within 10 working days.

Can I select a delivery time?

Unfortunately, you cannot select a preferred delivery time. However, all of our couriers can provide you with dispatch and delivery information.                                       

DHL, DPD or UPS will attempt to deliver your parcel between the hours of 8:00 am – 8:00 pm and they will expect someone to be available to sign for the parcel at your chosen address.

DPD can also provide you with an estimated hourly timeslot and the following in-transit delivery options:

Changing delivery date

Requesting leave with a neighbour

Requesting leave in a 'Safe Place'

Requesting collection from a Pickup Shop

Please be aware that these options will depend on the zip/ postcode of your chosen address.

My order is showing as delivered but I haven’t received it yet

If your order is showing as delivered but you have not received it, please check the following:

That your parcel has not been left in an alternative 'Safe Space' or with a neighbour.

That your parcel is not at your local post office.

That your courier has not left a calling card with a redelivery date.

That you’ve not received an ‘Attempted Delivery’ notification.

If you are still unable to locate your parcel, contact our Customer Care Team

Please note, on some occasions, the order tracker may inform you that your parcel has been 'Delivered' when it is still in transit.

SIZE GUIDE

Size guide

Our international size guide makes it easy for you to choose your best fit. You can find this guide at the bottom of the site, on product pages, and along with the product's fabric and stretch information. The size guide for each site can also be found below:

CANADA: https://alouro.com/pages/size-guide

RETURNS

Can I return my order?

You have 30 days from receiving your order to register your return.

Should you need further help with your returns, please reach out to our Customer Care team For the quickest response, our Live Chat can be found by clicking on the question mark in the bottom right-hand corner of our site.

Can I return more than one order in the same parcel?

Items from orders placed independently from each other cannot be returned together. Please return these items in separate parcels.                                                      

You have 30 days from receiving your order to register your return.

We ask that items be returned in their original condition, unworn, with all their tags and hygiene strips intact.

Should you need further help with your returns, please reach out to our Customer Care team. Please note that our response times may be longer during busy trading periods.

Do you offer exchanges?

Unfortunately, at the moment we do not offer exchanges, but we will certainly take your feedback onboard. 

You can return and re-purchase in your desired colour or size.

We ask that items be returned in their original condition, unworn, with all their tags and hygiene strips intact. You have 30 days from receiving your order to register your return.

REFUNDS & PAYMENTS

How long does my refund take once processed?

Once your refund has been processed, you will receive a confirmation email. The time it takes to receive your refund depends on your payment method.

If you have paid via a credit/debit card, this can take up to 10 working days for your card provider to process.

My refund is incorrect

We are sorry if we have made a mistake with your refund. There are a few things that may affect the amount you have been refunded: 

• The non-refundable delivery charge.

• Any discounts that were applied to the order.

If you believe your refund is still incorrect, please do not hesitate to contact our Customer Care Team.

How do I pay via Apple pay?

We accept Apple Pay as a payment method for selected countries. If Apple Pay is available for your country, you will see this as a payment option at checkout. Apple Pay can be used with a Visa, MasterCard, or American Express card.

To find out more information about Apple Pay, please click here.

I’m having trouble paying for my order

If you are having trouble paying for your order, please ensure you have checked the following:        

• The card details you have entered, including the expiry date, card number and the three-digit security code, are correct.                                                                     

• You have entered the billing address, including the house or flat number, correctly.

• Your billing address matches the one registered to your card. 

If your payment method has been declined, this may be an issue to raise with your card provider. In the meantime, please select a different payment method to complete your order.

Contact us

Our favourties

View all