ALIGNEOpiniões 

Resposta da ALIGNE

22/06/2026

Hi Sonia,

We're sorry to hear that you've been disappointed with your experience.

Our returns policy is in line with UK consumer rights legislation. For unwanted items, customers have 14 days from receiving their order to notify us that they wish to make a return, followed by a further 14 days to send the item back. This effectively provides a 28-day return window. For any items that develop a fault, we always advise customers to contact us directly so that we can review the issue and assist accordingly.

When an item is reported as faulty, particularly outside of the standard returns period, we do require images or videos so that our team can review and confirm the fault before approving a return. We appreciate that this can sometimes add an extra step to the process, but it helps us assess each case fairly.

Having reviewed your order, I can see that your return has now been delivered to us and processed.

We appreciate your feedback and are sorry that this experience has left you feeling frustrated.

Thanks
Team Aligne

Resposta da ALIGNE

5/06/2026

Hi Olga,

Thank you for taking the time to share your feedback.

We're sorry to hear that your experience left you feeling disappointed and that you chose not to place an order with us.

As explained during our correspondence, the additional charges shown at checkout for EU orders are customs and import-related fees that are calculated automatically based on the destination country and the requirements of the local customs authorities. These charges are collected upfront as part of our Delivered Duty Paid (DDP) service to ensure customers are not faced with unexpected fees when their parcel arrives.

Unfortunately, these fees are not set by Aligne, and we do not have access to the detailed breakdown used by the customs calculation provider. We appreciate that this may have felt lacking in transparency, and we're sorry if our explanation did not provide the level of detail you were looking for.

We do value your feedback and will continue to review how we communicate international shipping costs to customers in the future.

Thanks
Team Aligne

Resposta da ALIGNE

Actualizada a 22/05/2026

Hi Caroline,

Thank you so much for taking the time to leave such a lovely review.

I’m so pleased to hear you had a positive experience with our customer care team.

We always want our customers to feel supported and looked after, so it’s wonderful to hear that your issue was resolved quickly and smoothly.

Thank you again for your support and recommendation, it truly means a lot to us.

Team Aligne

Resposta da ALIGNE

22/05/2026

Hi Naomi,

Thank you for taking the time to share your feedback, and I’m sorry to hear how frustrating you found the returns process.

As advised in both our returns information and previous emails, refunds can take up to 10 working days to be processed once received at the warehouse. During busier periods, and around bank holidays, it can take the full 10 working days. We were not advising that the bank holiday was the sole reason your return had not yet been processed, but rather explaining why processing times can sometimes take the full timeframe quoted.

We also provided some context around the returns process so you could understand why it is not always possible to process returns immediately upon delivery. All returns are manually sorted, opened, and quality checked by the warehouse team before a refund can be approved and completed.

I can confirm that your refund was processed on the morning after the 10th working day, which is within the timeframe we advise customers to allow.

We completely understand that waiting for a refund on an unwanted item can be frustrating, especially on a higher-value order, however as a business we do need to ensure all checks and processes are completed correctly before refunds are issued.

We appreciate your feedback and are sorry for the frustration caused.

Team Aligne

Resposta da ALIGNE

23/04/2026

Hi Julia,

Thanks for your feedback, we’re really sorry to hear about your experience.

We apologise for the delay with your return. During busier periods, we do ask customers to allow up to 10 working days for returns to be received and processed, but we understand how frustrating it is to be waiting longer than expected.

In terms of returns fees, this is something that’s quite common across online retailers, though we do appreciate it can be disappointing.

We’re sorry as well if our previous response came across in the wrong way, that’s certainly not the experience we want to provide. If you’d like us to look into your return further, please reach out with your details and we’ll be happy to help.

Thanks
Team Aligne

Resposta da ALIGNE

16/04/2026

Hi Alexia,

Thank you for your feedback, I’m really glad to hear you love the clothes, but I’m sorry the sizing didn’t work out for you.

We understand how frustrating that can be, and we’d always recommend reaching out to our team for sizing advice before purchasing - we’re more than happy to help find the best fit.

In terms of our returns policy, this is outlined on our website and is in line with consumer laws, which is why only a gesture of goodwill could be offered in this case.

I’m also sorry to hear you felt the service was slow. Our current response time is around 3 working days, and I can see you emailed on Sunday and received a reply yesterday, which falls within this timeframe.

We do appreciate your feedback.
Thanks
Team Aligne

Resposta da ALIGNE

13/04/2026

Hi Jessica,

Thank you for your feedback, and I’m really sorry to hear about your experience, we completely understand how frustrating this must have been.

I can see that your return was delivered to our warehouse on the 30th. We do kindly ask that you allow up to 10 working days for returns to be received and processed by our team. I can confirm that your refund has been processed - please allow 3–5 working days for the funds to appear back in your account, depending on your payment provider.

We truly appreciate your patience, and I’m sorry again for the delay and any lack of communication you experienced.

Thanks
Team Aligne

Resposta da ALIGNE

22/05/2026

Hi Helen,

Thank you so much for your lovely feedback.

We’re really pleased to hear that you felt supported throughout your experience and that having the same person handling your query made things feel more personal and seamless.

Thank you again for taking the time to share your experience, it truly means a lot to the team.

Team Aligne

Resposta da ALIGNE

12/03/2026

Hi Ata,

Thanks for taking the time to leave a review.

We’re really sorry to hear about your experience and take claims like this very seriously. We’ve checked our records but unfortunately haven’t been able to locate any order or email correspondence under the name used for this review.

We previously asked for a bit more information so we could investigate this for you, but we haven’t received a response yet. Please could you contact us directly with your order number, the email address used to place the order, and the date of purchase so we can look into this properly and help resolve the issue.

If there has been any misunderstanding or if your order has been placed under a different email address or name, we’ll do our best to find it and assist you as quickly as possible.

We’re here to help and look forward to hearing from you so we can get this sorted.

Team ALIGNE