FAQ

Ordering and processing

What time do I need to order by?

Orders placed before 5:00pm (UK time), Monday to Friday, start processing the same day. Orders placed after 5:00pm on a Friday, at the weekend or on a UK bank holiday start processing on the next business day.

How long does it take to process my order?

Most orders are picked, quality-checked and dispatched within 1–3 business days.

Can I change or cancel my order?

To change your delivery address, email support@almassia.com before your order moves into "Processing". To cancel, email us within 12 hours of ordering. After that, your order may already be on its way, and you can return it under our Return and Refund Policy instead.

Delivery

Where do you deliver?

We deliver to addresses within the United Kingdom only.

How much is delivery?

Standard delivery is free on every UK order, with no extra fees added at checkout.

How long will my order take to arrive?

Once dispatched, delivery usually takes 7–14 business days, so you can expect your order 8–17 business days after you place it. Couriers deliver Monday to Friday, and there may be short delays during busy periods or around UK bank holidays.

Which couriers do you use?

We work with trusted delivery partners including Royal Mail, DPD, Evri and DHL. The courier depends on your address and availability at the time of dispatch.

Where are orders sent from?

Almassia is operated by a UK company based in London, but our orders are fulfilled and dispatched through international logistics partners and warehouses. Our London address is for business correspondence, not where orders are shipped from.

Will I have to pay customs charges or VAT on delivery?

No. All prices are in GBP (£) and include VAT. Any import duties or customs charges are handled by us, so there's nothing extra to pay when your parcel arrives.

Order tracking

How can I track my order?

We'll email your tracking number within 48 hours of dispatch. You can also follow your parcel on our Order Tracking page using your tracking number or order details.

My tracking says "Delivered", but my parcel hasn't arrived. What should I do?

Please email support@almassia.com within 3 business days so we can start an investigation with the courier straight away.

Returns and refunds

What is your returns policy?

You can return items within 30 days of delivery. Items should be unworn and unwashed, with their original tags and packaging. This 30-day window includes your 14-day statutory right to cancel.

How do I start a return?

Email support@almassia.com within 30 days of delivery with your order number and the reason for your return. Once it's approved, we'll send you a Return Authorisation and the return address. Please don't send items back without approval, as they may be delayed or not accepted.

Who pays for return postage?

If an item is faulty, damaged or incorrect, we cover the return postage. For change-of-mind returns, such as the wrong size or an item you no longer want, return postage is paid by you and isn't refunded.

How long will my refund take?

Once your return has arrived and been checked, approved refunds are processed within 7 business days to your original payment method. Your bank may take a few extra days to show the refund.

Can I exchange an item?

Yes. Simply return the original item as normal, then place a new order for the size or colour you'd like once your return has been approved.

Are there any items I can't return?

We can't accept items that have been worn beyond trying on, washed, altered or damaged; items returned without their original tags or packaging; or underwear, swimwear and bodysuits where the hygiene liner or seal has been removed. This doesn't apply if an item is faulty or not as described.

What if my item arrives damaged or isn't what I ordered?

Please email support@almassia.com as soon as possible, ideally within 48 hours of delivery, with clear photos, and we'll sort it out quickly. This doesn't affect your statutory right to reject faulty goods within 30 days.

What are my consumer rights?

Our policies are in addition to your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Products must be of satisfactory quality, fit for purpose and as described. If they aren't, you're entitled to a repair, replacement or refund at no cost to you.

Privacy and data

How do you use my personal data?

We use your data to process and deliver your orders, provide customer support, improve our website, prevent fraud and meet our legal obligations. We never sell your personal data.

Who do you share my data with?

Only with the partners we need to run our store, such as payment providers, couriers, IT providers and analytics or advertising partners. They're all required by contract to keep your data secure.

What are my data protection rights?

Under UK GDPR, you can access, correct or ask us to delete your personal data, object to certain uses and withdraw your consent at any time. You can also complain to the Information Commissioner's Office (ICO). To use any of your rights, email support@almassia.com.