Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions | Alan Paine
Delivery & Shipping
UK Shipping Options
UK delivery is £3 and shipped via UPS, Delivery time frames are 2-5 business days.

Please note that UPS may deliver to a local collection point after the first failed delivery attempt.
European Shipping
We are delighted to confirm that we ship to every country in Europe.

You will be pleased to know that we will ship all European orders with VAT and duties pre-paid at no extra charge to our customers. Orders are shipped in batches to our depot in the Netherlands who then ship the orders individually with DPD. Due to this you will not receive the dispatch email with a tracking like right away.
US Shipping
US order are now shipped via UPS on a express service. We aim to get your parcel to you within 2-4 business days. There is a shipping charge of $20 on all orders under $400. Please be advised that customs and duty chargers may apply, in which case the courier will reach out to collect payment. Please check your countries customs information to obtain an idea of what you may be charged. Failure to pay the fees will result in the shipment being returned at a heavy cost to us which may be deducted from your refund.
Rest Of The World Shipping
For customers located outside of the UK, EU and the US, your orders will be sent via FedEx.

We offer shipping to most countries around the world at a £30 charge. If we ship to you then you will be able to select your country at Checkout.

Delivery time frames can vary but we expect most to be delivered within 5-8 business days.

Please be advised that customs and duty fees may apply, in which case the courier will reach out to collect payment. Please check your countries customs information to obtain an idea of what you may be charged. Failure to pay the charges will result in your shipment being returned to us at a heavy cost which may be deducted from your refund.
Returns
Returns Policy
Whilst we hope you're happy with our products and service, we understand that sometimes people wish to return goods for a variety of reasons. We want this process to be as simple and convenient as possible for you.

Unwanted goods must be returned in an unused, fully resalable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
UK Returns
We have tried to make our UK returns as easy as possible. Inside your parcel you will find a returns form and a prepaid Royal Mail returns label. Please fill in the form requesting a refund or exchange for your returned items, you then just need to attach the label to the box and take this to a local post office.
EU Returns
We have now established a returns depot in the Netherlands!

Please fill in the returns form provided in your parcel and post the items back to the below address.

VIM BV - Return Department
Alan Paine Knitwear
Kaldenkerkerweg 95-B
5932 DA TEGELEN
THE NETHERLANDS


If the goods are being returned because they are unsuitable, the cost of return postage is to be paid by you. If the goods are being returned because they are faulty, we will pay the cost of returning the item. Proof of postage costs will be required.

Please note we currently are unable to offer an exchange service for EU customers so all returns are refunded. If you require a size up or a different colour then you will need to place a new order. If you get in touch then we would be happy to wave the shipping charge on your new order.
US Returns
US returns are to be sent to our head office in the UK. You will receive a returns form to fill in with a cut out address label. The cost of returning the goods is to be paid by you.

We recommend using USPS as this is typically the cheapest return option. When returning goods from the US you must attach a customs declaration describing the goods as ‘British Returned Goods’ only. Items returned with incorrect customs declaration may be delayed in customs and may lead to the parcel being returned to sender. We are unable to accept any parcel with customs charges payable, such parcels will be refused and returned to sender. We are unable to refund any import duties or local taxes in relation to returned or exchanged goods.
Rest Of The World Returns
All Orders from countries outside the UK, EU and US must be returned to our UK head office. You will receive a returns form to fill in with a cut out address label. You will then need to return the package through a courier of your choosing. The cost of returning the items is to be paid by you.

When returning goods you may need to attach a customs declaration describing the goods as ‘British Returned Goods’ only. Items returned with incorrect customs declaration may be delayed in customs and may lead to the parcel being returned to sender. We are unable to accept any parcel with customs charges payable, such parcels will be refused and returned to sender. We are unable to refund any import duties or local taxes in relation to returned or exchanged goods.
Refunds & Exchanges
Upon receipt of your returns we will issue your refund or exchange as soon as possible. This is typically within 1-3 days from when we receive the return. For EU customers our EU depot send over a list of returns on a Thursday/Friday each week for us to refund.

Once a refund is issued you will receive an email confirming this. In regards to exchanges, you will receive a dispatch email once this has been shipped. If there are any issues with exchanging your returns such as there being no stock then you will be informed via email.
Orders
How do I place an order?
Now that you're here, have a good browse of our site. Once you've found something you love, select the colour and size and add it to your basket. You'll only be able to select the "Add to Basket" button once you have selected the colour and size, and it will go dark green to let you know it's ready!

Once you've got your basket full to the brim, complete checkout. If you have an account with us, login and it will populate your details - do check these in case you've moved! If not, just type them all in. As soon as checkout is complete, you'll see a confirmation page - we'll also send you an email confirmation, but it's worth making note of your order number just in case you don't see your order confirmation and need to get in touch with us.
Can I modify my order?
If you want to make a change to your order such as the size/colour of a product or the delivery address then please contact us as soon as possible. We have a limited window to make changes to orders. Once a change is made this will not update directly on your order but we will ensure that the requested changes are made on our end.

Please note we can't change items on the order to an item with a higher price or add additional products to an order. This is because once your order has been placed we have no way of capturing additional funds. You would need to place a second order for this.
Order Issues
We are happy to assist you with any issues with your orders. Please get in touch using our contact form or email Sales@alanpaine.co.uk.

We can assist you with any issues you have such as a delivery issue, missing items and faulty items.

For delivery issues, you may want to try and reach out to the courier first. If it is a delivery dispute then please check with neighbours and your surrounding property. If you still can not locate the order then get in touch and we will investigate this.

If you are missing an item, please check your emails as we may of contacted advising an item was not available. If we did not receive a response to the email within a few days then the remainder of your order would have been shipped and the out of stock item refunded.

For faulty items, please email us explaining the issue and provide some images of this. Our technical team will look into this and may ask for the product to be returned for inspection.
Promotions & Gift Cards
Where do I enter my discount code?
On a desktop/laptop

Once you are through to the checkout page, there will be somewhere to enter your code on the right hand side of the page. enter your code into the box then hit apply.

On a phone or other mobile device

Once you go through to the checkout page you will see a drop down box at the top of the page that says "show order summery" you will find the discount code box in the drop down.
Help! my discount code isn't working
Oh no!There are a number of reasons why this might be the case:

  • It might have expired (please check your email, flyer, wherever else you might have found the code - there is usually an expiry date on the reverse or in the small print).
  • You have already used it (discount codes are often single use).
  • You might not be eligible to use it (please check the terms of the code, as it might just for first orders).
  • You are trying to use it on an item that is not eligible for discounts (unfortunately, there are instances where discounts are only valid on certain items).
  • You are trying to combine it with another discount or offer.


If you think, after checking the above, that you still qualify for the discount, then please drop an email to sales@alanpaine.co.uk and we'd be happy to take a closer look!
Am I able to use more than one discount code on my order?
We're afraid not - each order can only accept one discount code.

You should choose the most suitable code for your order, and leave other codes for next time! Please just bear in mind the terms and expiry dates of the codes, as the one you don't use may not be valid on a second order or may have expired by the time you come to use it again.
Can I use my discount code again?
Our discount codes are single use, so if you have already used it, unfortunately you won't be able to use it again.
Products
Can you tell me if you're getting an item back in stock?
Of course! Just drop us an email to sales@alanpaine.co.uk and we can let you know if we have more stock on order. You can also sign up to stock alerts which you can find on every product page underneath the size selection.
What is a Classic Fit sweater?
Classic Fit knitwear is our most generous fit. To ensure maximum comfort, all our Classic Fit styles are generously cut across the waist, designed with a relaxed, more traditional fit.
What is a Regular Fit sweater?
Regular Fit knitwear is our most regular and modern fit. Regular Fit styles are slightly tapered across the waist and chest, whilst still retaining plenty of room for comfort and ease of movement.
What is the difference between "Shooting Fit" and "Regular Fit" in our country wear?
MEN'S GARMENTS

Shooting Fit - Building into garment 6" to 8" from actual chest size allowing movement & layering.

Regular Fit - Building into garment 4" to 7" from actual chest size allowing layering.

For example, if you were a 42" chest and bought a size 42" Combrook Men's Tweed Blazer (Regular Fit), the actual garment chest would measure 47" to accommodate layering.

LADIES GARMENTS

Shooting Fit - Building into garment 7” to 8” (17cm-20cm) from actual bust size allowing movement & layering.

Regular Fit - Building into garment 3” to 4” (8cm-10cm) from actual bust size allowing layering.

For example, if you were a 36" bust and bought a size 12 Combrook Ladies Coat (Shooting Fit), the actual garment chest would measure 44" to allow movement and layering.
Website and Account
How do I register/Log in?
Click on the icon of a person in the top right this will take you to a log in screen. You can then click on "Create one" to create an account.
How do I reset my password?
Head to the log in section in the top right corner, you will then see "forgot password" in the password box. Click this and then enter your email on the following screen. You will then be sent an email with further steps.
How do I view my order history?
You just need to log into your account, your recent orders will then show on the next screen. If you require an update or further information on an order then please get in touch at sales@alanpaine.co.uk.
Security and Privacy
How do I unsubscribe from Alan Paine email?
We're sorry to see you go, but if you no longer want to keep up with our latest products and promotions, you may unsubscribe by clicking the unsubscribe link at the bottom of every marketing email that we send.

Alternatively, you can drop us an email and we will remove your details.
Does Alan Paine save my personal information?
Yes we do. But as valued customers and visitors to our site, we only keep what we need to deliver the service you have requested us to. We respect your privacy, and collect as little information as we can.

Customers: we keep your delivery and contact details, so we can ensure we get our products to you and only offer you relevant product information.

Visitors: we will keep the information we legally can so we can make sure we provide you the best help for any future visits you may make.

When you visit our site, the information collected is stored by your browser, such as your name, phone number, postal code, and address. You can change this in your browser settings if you prefer. If you create an account with us, we'll give you the option to save your address details.

Cookies are also used to recognise your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, but please be aware that this may limit your access to our site.
Privacy and Terms & Conditions
For our privacy policy please see here
General
About Us
The Alan Paine brand was established in the historic market town of Godalming in Surrey, England in 1907. Wool and knitting industries were important sources of income in the area over a number of centuries. Evidence of this survives in the town’s emblem,- a woolsack - which is still in official use today and was included in the Alan Paine crest through the years.

Whilst technologies have changed, our standards haven't. You can discover our heritage here.
Where to find us
As an online store, you can find us wherever you can get internet access! We're based in the UK, but ship internationally so you never need be without your trusty SPOKEs.

You can also stay connected with us on Facebook and Instagram.
Contact us
If you can't find an answer in our FAQs, then drop us a line. Email us on sales@alanpaine.co.uk, and someone will get back to you within 1 working day (but usually even speedier).

Alternatively you can give us a call:

Customers can contact us on:

+44 (0)01623 415775

Agents/Retailers can contact us on:

+44 (0)01623 415760

We'll be here to take your call Monday to Thursday between 8.45am and 5pm (GMT).

And Friday between 8.45am and 4pm (GMT).