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Below is a list of House of Allegra's ("HOA", "HOA's", "we", "our", "us") FAQ's along with a brief outline of our Terms and Conditions ("T&Cs"). For full details, please read our Terms and Conditions and Privacy Policy ("PP").
You are provided with access to this Website in accordance with these T&Cs and any orders placed by you MUST be placed strictly in accordance with these T&Cs.
Please note amendments to Our Service, Terms and Conditions, Privacy Policy and Delivery Policy may occur from time to time at our discretion without notification.
How Do I Set Up My Online Account and Order?
You may browse our Website without registration but will need to become an online customer with HOA in order to purchase any goods via this Website. When you become an online customer your username will be your valid email address and you will be asked to input a password. You can join online in the "Register" section of the Website, or you will be prompted to join at checkout.
First Time Orders
For your security, please be aware that first-time orders can only be shipped to the credit cardholder's billing address which we are able to verify independently. To avoid delays to your order, please ensure that your billing address matches the address on your credit card statement, and that the credit cardholder's name is written as it appears on the credit card. Please also ensure that your contact details are completed accurately, so that we can contact you if necessary.
What Happens If The Item I Want Is Unavailable?
We endeavour to hold all items in stock at all times. However, sometimes a product is even more popular than we anticipated so we may sell out, if so, this will be highlighted on the products page.
Where Can I Find Size Information?
Each item has its own size chart located on the Size Guide Page; please contact us for any additional information.
How Accurate Are Descriptions And Product Information?
At HOA, we undertake considerable care and attention to ensure all our images, descriptions and prices of products are as accurate as possible. We endeavour to keep the website as up to date as possible, however, product descriptions, images and prices may be subject to inaccuracies and may vary from time to time.
Do You Offer a Gift Wrap Service?
No, not at the present time.
How Can I Cancel My Order?
Orders must be cancelled with us on the day of purchase AND prior to despatch (please see section headed "When Will My Order Be Processed and Despatched?" for more details). Please note that ORDERS cannot be cancelled once the products have been despatched, therefore, products MUST be returned using our Returns Policy.
Do You Ship to APO/FPO Addresses?
We do not ship to APO/FPO addresses as we are limited by shipping restrictions.
How Much Does Delivery Cost?
All delivery charges are subject to credit card authorisation, customs delays and stock availability.
Postage and packing for deliveries is charged as follows:
a. UK: GBP 4.95. Over £75.00 Free Delivery.
b. Europe: GBP 15.00. Over £100.00 Free Delivery.
c. Rest of the World: GBP 25.00. Over £150.00 Free Delivery.
All parcels will be sent via a trackable and insured postal service. A signature will be required upon delivery.
Will I Have To Pay Any Import Duty If I Am Purchasing From Abroad?
Any import customs tax and duty (if applicable) will be payable by you, the Customer, on products shipped outside the European Union.
When Will My Order Be Processed and Despatched?
Orders received before 12:00 p.m. (GMT) on a business day, Monday to Friday, are usually despatched the same day providing credit card security checks are complete, and subject to stock availability. Orders received after 12:00 p.m. on a business day, Monday to Thursday will be despatched the following day, however, orders received after 12:00 p.m. on Friday, Saturday and Sunday will be despatched on the following Monday. Your order WILL NOT be processed or despatched on a UK public holiday. Please note during busy periods during Sale and Christmas, there may be extra delays to the despatch of your order.
Sometimes products may be subject to delays which are beyond our control namely postal strikes. Please note that the recipient / the customer will be responsible for any additional postage charges incurred.
What Is Your Return Policy?
We will offer a refund or exchange (subject to stock availability) on any unworn / unused products within 14 days of despatch. We are NOT responsible for return delivery costs unless the item is found to be faulty. Please ensure all products are returned in their original condition. This means the item is unworn and as new, all labels and tags remain attached along with all the original packaging. Shoes should be returned in their original, undamaged shoe box as this is considered part of the product.
House of Allegra does not accept returns on accessories, gifts, e.g. toys, blankets and / or spill cloths. Please note all toys that are battery powered are tested to ensure they are in full working order before they are despatched. This does not affect your statutory rights.
We do not accept returns on underwear or swimwear UNLESS it is found to be faulty. Returns on faulty items of underwear and swimwear will only be accepted if the hygiene strip is in place.
Returns received outside the stated time frame are accepted at the discretion of House of Allegra.com.
You will receive a returns form with each order to complete and return. This form MUST be included in your package together with the original receipt. Where returned items are received without a receipt of purchase, no refund shall be given.
In cases where HOA receives the items that are soiled, with odour, damaged or appear to have been cleaned, washed or repaired, or the original labels and tags removed, NO REFUNDS SHALL BE GIVEN.
We can only exchange an item for the same item in a different size, subject to availability. We are unable to process any exchanges for a completely different item. Exchanges items can only be despatched after the returned goods have been received and undergone a quality control check.
We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging and documentation.
Please note there is a "No Returns" Policy for all HOA's "Sale" Products. This does not affect your statutory rights.
How Do I Return An Item?
You will receive a returns form with each order to complete and return. This form MUST be included in your package. We respectfully recommend that your parcel is returned via a trackable and insured postal service, as we cannot accept liability for lost or damaged products before they reach our premises.
All orders TO BE returned to the following Returns Address:
House of Allegra Returns
270 Sutton Road
Southend on Sea
Essex
SS2 5ET
PLEASE NOTE HOA DO NOT AND WILL NOT ACCEPT RETURNS FROM CUSTOMERS IN PERSON AT THIS ADDRESS FOR SECURITY PURPOSES. ITEMS MUST BE RETURNED VIA AN INSURED AND TRACKABLE POSTAL SERVICE.
Do I Have To Pay For The Return Postage?
We will reimburse the postage paid when returning faulty / incorrect products (SENT AND NOT ORDERED) ONLY. This will be the postage cost of returning the product to us (please note that this does not affect your statutory rights). If you require an exchange on any product, we will send this out with no additional charges.
What Is Your Refunds Procedure?
Returns will be processed within 5 business days (excluding Saturday, Sunday and UK Public Holidays) of receipt at our premises (this will be the date the returns package reach our premises and not the date sent). Refunded payments will only be issued back onto the original credit card used at the time of purchase. You will then be sent a confirmation email. Please note that after a credit card is refunded, your account will be credited according to your own bank's processing time.
How Do I Arrange An Exchange?
An exchange can be requested by completing the relevant section of the returns form included inside your original order.
Faulty Goods
Goods are classified as faulty if they are received damaged. Please note that products that are damaged AS A RESULT OF WEAR AND TEAR ARE NOT CONSIDERED TO BE FAULTY and the HOA label needs to be intact i.e. not removed.
If you would like to exchange a faulty item, please be aware that we can ONLY replace the product for the same product in the same size, subject to availability.
Please note we cannot accept responsibility nor be held liable for lost or damaged parcels once you or the recipient have signed for the goods nor can we be held liable for goods damaged during transit. We take every possible care to ensure that goods are carefully wrapped and protected prior to the goods being despatched.
How Do You Display Prices?
The prices displayed on this website are quoted in GBP Pound Sterling, and are only valid and effective in the UK. Payments can only be made in GBP Pound Sterling.
What Payment Methods Do You Accept?
We accept Visa and Mastercard.
When Is My Payment Taken?
Payment is taken securely online when you confirm your order. All credit / debit cards are subject to validation and authorisation checks. We will reserve any items for a security review if incorrect information is supplied.
How Will I Know My Order Has Been Placed Successfully?
We will send you an order acknowledgement via email detailing the products you have ordered. This is not an order confirmation or order acceptance from HOA. As your product is shipped we will send you a despatch confirmation email. Order acceptance and the completion of the contract between you and HOA will take place on the despatch to you of the products ordered unless we have notified you that we do not accept your order. Acceptance will take place upon despatch subject to stock availability.
How Secure Is Ordering Online?
To ensure the highest standards of security, the ordering system used by HOA encrypts information using the industry standard Secure Sockets Layer protocol (SSL). When you shop with us or communicate your personal details to our payment system which then talks to our merchant provider, SSL allows all personal information, such as your credit card number, to be encrypted as it travels from one designated place to the next. Once received, the information is unencrypted and processed in the same way as a credit card transaction placed via the telephone. At no time is your credit card number stored on our website or in our online database.
Will Your Leave Cookies On My Computer?
We use session based cookies to help maintain your shopping basket and any details you submit during your visit. We do not store permanent cookies on your computer, and you will need to login with your registered username and password each time you wish to purchase goods from the website.