Refund policy

We want you to be happy with your Aisle & All order. Because our range includes both standard products and personalised or made-to-order items, different return rules may apply depending on what you have purchased.

Standard non-personalised items

For eligible non-personalised products, we offer a 30-day return period from the date you receive your order.

To be eligible for a discretionary return under this policy, the item must be unused, in the same condition in which you received it, and where applicable in its original packaging.

To request a return, contact us at hello@aisleandall.com before sending anything back. We will provide the appropriate return instructions and return address for your order.

Items returned without first contacting us may not be accepted.

Unless we tell you otherwise, return postage for a change-of-mind return is the customer's responsibility.

This 30-day policy is in addition to, and does not limit, any rights you have under applicable consumer law.

Personalised and made-to-order products

Many Aisle & All products are created specifically for you using details such as names, wedding dates, wording, artwork, colours or other selections.

Personalised, bespoke or made-to-order products cannot normally be returned or cancelled simply because you change your mind once production has begun.

This does not affect your rights if an item is faulty, damaged, incorrectly produced, or does not match what you ordered.

If you notice an error in personalisation details you submitted, contact us as soon as possible. We will always try to help, but once production has started we may be unable to change or cancel the order.

Damaged, faulty or incorrect orders

Please inspect your order as soon as it arrives.

If an item is damaged, defective, incorrectly personalised, or you receive the wrong product, contact us at hello@aisleandall.com as soon as possible.

Please include your order number and, where possible, photographs showing the issue and the packaging.

We will review the problem and, where appropriate, arrange a replacement, repair or refund in accordance with your statutory rights.

If an error was caused by Aisle & All or one of our fulfilment partners, we will not require you to bear the reasonable cost of putting the issue right.

Products arriving separately

Some Aisle & All products are produced or dispatched by different specialist fulfilment partners. As a result, items purchased in the same order may occasionally arrive in separate parcels.

A product arriving separately does not mean that part of your order is missing. If you are concerned about a delivery, please contact us and we will check the status for you.

European Union cooling-off rights

Where applicable, consumers buying online in the European Union have a statutory right to cancel eligible purchases within 14 days of receiving the goods, without giving a reason.

This cooling-off right does not apply to certain products, including goods made to the customer's specifications or clearly personalised.

Where the statutory cooling-off right applies, you must tell us that you wish to cancel within the applicable period and return the goods within the required timeframe.

Unless otherwise required by law, you are responsible for the direct cost of returning goods when cancelling because you have changed your mind.

We will refund eligible payments in accordance with applicable consumer law, including standard outbound delivery charges where required.

Nothing in this policy limits your statutory rights.

Hygiene-sensitive and other excluded products

Certain sealed or hygiene-sensitive products may not be eligible for change-of-mind returns after they have been opened where consumer law permits this.

Products that are perishable or have a short shelf life may also be excluded from change-of-mind returns where applicable.

Please contact us if you are unsure whether a particular product is eligible for return.

Sale items

Purchasing an item at a reduced or sale price does not affect your statutory consumer rights.

Where a sale item would otherwise qualify for our discretionary 30-day change-of-mind return policy, the same return conditions apply unless clearly stated before purchase.

Personalised and made-to-order sale items remain subject to the personalised-product rules above.

Exchanges

We do not currently operate a direct exchange process.

If an eligible non-personalised item is accepted for return, the simplest option is to return it and place a new order for the replacement item.

If your item is faulty, damaged or incorrect, please contact us before placing another order so we can resolve the issue appropriately.

Refunds

Once we receive and inspect an eligible return, we will let you know whether the refund has been approved.

Approved refunds will normally be issued to the original payment method.

Please allow additional time for your bank, card provider or payment service to process the refund after it has been issued.

Where consumer law requires a particular refund timeframe, we will comply with that timeframe.

If you have not received an approved refund within 15 business days of our confirmation, please contact us at hello@aisleandall.com.

Contact

For returns, faults, damaged goods or refund questions, contact:

Aisle & All
hello@aisleandall.com
aisleandall.com