Frequently Asked Questions

Do I need to sign up to buy?

No, you can order as a guest. If, however, you become a registered visitor to the site, it is a very simple and secure process to register and it requires a minimum of time. It will only need to be done once and will make future shopping with Ally Bee Knitwear an even easier experience.

What methods of payment are accepted?

We accept online payment using MasterCard, VISA, Amex, Maestro and PayPal. All transactions are taken in pound sterling (£). All payments are taken in a secure environment, administered and processed by Braintree.

How do I use a promotional voucher code?

Please enter your Ally Bee offer code in the shopping bag and this will then apply any discounts you are entitled to. Only one offer code can be used at a time. Discount codes and promotions cannot be used in conjunction with any other offer unless specified.

Can I use promotional codes on Sale items?

No, offer codes can only be used on full price items, unless otherwise specified.

How will I know if you received my order?

You will receive an email confirmation from Paypal advising that your order has been received and will be processed shortly. If you do not receive this email please check your spam or junk mail folders as your security settings on your email may have directed them there. If you have not received this email, please contact us straight away on info@ally-bee.com.

What countries do you ship to?

We deliver throughout the UK, and the European Union and the following non-EU countries – Australia, Canada, Hong Kong, Japan, New Zealand, Singapore, South Korea and the United States. Please see Delivery and Returns page for more details.

How much is shipping?

Please refer to our Delivery and Returns policy for full details of shipping costs.

How long will it take for my items to arrive?

Postage costs are dependent on your country and the delivery option you select. Please go to Delivery and Returns section to view your different options and estimated delivery times.

How do I get a refund?

Full details of our returns policy and what to do to return an item to us for refund or exchange can be found in Delivery and Returns and Terms and Conditions.

Will the item be exactly the same colour as on the website?

Ally Bee uses high quality images on its website to reflect garment colour as accurately as possible. However, the colour you view on your screen or mobile device is highly dependent on your monitor and therefore fluctuations may occur in the colour you view on your screen, and colour of the item in real life.

How do I return / exchange items?

We are confident you will love your British-made natural fibre Ally Bee garment but if for some reason you are not happy with the product then we will happily offer an exchange or refund on items returned within 14 days of receipt so long as it reaches us in the same condition – unworn, unwashed, with tags still in place – as it was received by you. To use the Free Returns service please follow these simple steps:

1. To obtain a free returns label please email info@ally-bee.com with your order number and details of the item/s you wish to return. Ally Bee will then email you a free Collect + returns label for you to print out and affix to your package for return. Ally Bee uses Collect +. Collect+ is the largest store based parcel service in the UK. Their store network is made of over 5,800 newsagents, convenience stores, supermarkets and petrol stations and these are typically open 8am – 9pm, 7 days a week. 90% of people who live in the UK’s towns and cities are within one mile of a Collect+ store; if you need to find your nearest store, please visit Collect + and enter your postcode in the top right search box.

2. Complete the Reasons for Return section on your invoice. In case you have already disposed of your invoice, please attach a note with your name and billing address details or order number so that we can identify the return and process your refund.

3. Repackage your products using the same packaging, and place the invoice inside the package. Please note that returned products must be unused and have all packaging and tags intact.Please note we closely quality check all returns and will not refund items in a used condition or smelling of fragrance or odour and such items will be returned to you. Take your parcel to your local store offering Collect+ services, where you will receive a proof of postage and a code to track your return online.

This Collect + service is currently restricted to UK orders only.

Note: If you do not wish to use this Free Returns service, please use a Royal Mail alternative service and we recommend using a tracked service. Take the parcel to your nearest store/post office and keep any receipts as they will contain your tracking number. Return the item, along with invoice to: Returns, Ally Bee Ltd, 52 Ripley Gardens, London, SW14 8HF. Note that returned products cannot be personally dropped back at this office address, and all returns need to be sent via post.

Returns are normally processed within 10 working days, once the returned products have been received to us. Upon inspection of the returned product, Ally Bee will issue a full refund less the original delivery charge. In the unlikely event that an item is returned to us in an unsuitable condition, Ally Bee reserves the right not to refund the item and arrange to send the item back to you at your expense. A refund confirmation email will be sent to you once your return has been processed.

INTERNATIONAL RETURNS – The Freepost returns service is not available outside the UK and you will be responsible for return postage costs. You must ensure you have the item insured for postage as we do not take responsibility for refunds of lost items. The package must be clearly addressed to: RETURNS, Ally Bee Ltd, 52 Ripley Gardens, London SW14 8HF, UNITED KINGDOM.

SALE RETURNS POLICY

During sales periods we will happily offer an exchange or refund on items returned within 7 days of receipt.

Please allow 14 days for us to process your return, but this should take a lot less time than this. You will receive an email from us to confirm safe receipt of your parcel and when the refund has been processed.

If you cancel your whole order within 7 days of receiving it we will also refund the standard delivery charge in accordance with the Distance Selling Regulations. If you paid for Premium delivery we will only refund the cost of Standard delivery. Unless otherwise stated, we will not refund any delivery charges if you cancel within 7 days but only cancel part of your order. Returns posted from outside the UK must be paid by you.

What if I change my mind?

Ally Bee offer a refund or exchange, and full details of the policy and how it works, please refer to the Delivery and Returns section.

How do I know what size I am?

Please refer to the Sizing Guide on this site. If you still require assistance with sizing, please do not hesitate to contact us directly by phone +44(0)208 876 4778 Monday to Friday 9am-5pm GMT or email info@ally-bee.com.

What payment security do you have?

The payment system securely integrated on this website is Paypal. Credit card details are not stored on this website as all payment is administered by Paypal.

When is payment taken on my purchase?

Payment is taken for your order at or around the time you place the order. Your order will not be dispatched until full payment is received.

Is a signature required at the point of delivery?

Yes, all orders require a signature upon delivery. If you are not available at the time of delivery the item will be left with a neighbour, or it will be returned to a nearby Royal Mail sorting office. You will receive a calling card to let you know where the parcel is and you may collect at your convenience.

How do you use cookies on your website?

We may obtain information about your general usage by using a cookie file which is stored in the hard drive of your computer. Visiting the site with your browser settings set to accept cookies lets us know you want to use our website and that you consent to the use of cookies. A cookie is a small amount of information that is sent to your browser from a web server and stores on your computer’s hard drive.

Cookies do not tell us email addresses or other personally identifiable information. We may use cookies to analyse visitor navigation on the site so we can improve our website, to store information on what products are in your shopping basket and to deliver targeted product recommendations.

If you do not accept cookies and you are having problems adding items to the shopping cart, you may need to change the settings to accept cookies to enable purchase, but this can be turned off again by you after the purchase.