Last updated: 12 August 2026
We offer a 30-day return period from the date your order is delivered. To be eligible, an item must be unused, unopened, in its original packaging and in the same condition in which it was received. You will also need your order number or other proof of purchase.
Starting a return
Email orders@alpaclondon.com before sending anything back. Approved returns must be sent to: ALPAC LONDON BRANDS LTD, Flat 9, 26 Starboard Crescent, Chatham, ME4 4FZ, United Kingdom. Items sent without prior authorisation might not be accepted.
For change-of-mind returns, you are responsible for the return shipping cost. Original delivery charges are not refundable except where required by law. If the item is faulty, damaged or incorrect, we will provide return instructions and cover reasonable return costs.
Fragrance shipping restrictions
Perfume is alcohol-based and may be treated as a flammable or restricted item by carriers. Do not send a fragrance until we have confirmed a suitable return method. We may reduce or refuse a change-of-mind refund where a product has been opened, used or is not in resalable condition, except where your statutory rights apply.
Damaged, faulty or incorrect items
Inspect your order when it arrives. If an item is defective, damaged or incorrect, contact us promptly at orders@alpaclondon.com with your order number and photographs where appropriate so we can assess the issue and put it right.
Exceptions
Gift cards, personalised products and final-sale items cannot be returned for change of mind. This does not affect your rights where goods are faulty, not as described or otherwise do not conform to contract.
UK and European cancellation rights
Where applicable, customers in the United Kingdom or European Economic Area may have a legal right to cancel an eligible online purchase within 14 days of delivery. Those rights apply in addition to this policy and may be subject to statutory exceptions.
Refunds
We will tell you whether a refund is approved after we receive and inspect the return. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may take additional time to post the funds. If more than 15 business days have passed since approval, email refunds@alpaclondon.com