Refund policy
We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at help@a-cold-wall.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at help@a-cold-wall.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@a-cold-wall.com.
Delivery:
UK
Standard UK (DPD £6.99) 1-3 working days
Express UK (DPD £9.99) Next working day* (Order before 3pm GMT) (Mon-Fri)
Saturday UK (DPD £11.99) Next Saturday* (Order before 3pm GMT) (Mon-Fri)
Offshore UK (DPD £19.99) 2-3 working days (Channel Islands, Isle of Man, Northern Ireland)
You will receive an email / text message informing you of the estimated delivery date and time within a 1-hour window.
Please note that all orders require a signature upon delivery, therefore the courier is not authorised to leave your order in a safe place.
Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.
EU
Standard EU (DPD £19.99) 1-3 working days
Fully tracked and signed for service. Please note that all orders require a signature upon delivery, therefore the courier is not authorised to leave your order in a safe place.
If you are based outside the UK, you may have to pay import duties. When your delivery reaches the country of your destination, import duties and taxes are levied and payment to our carrier is necessary to release your order from customs. We are unable to advise on rates, as they vary according to the country. Please consult your local postal service for more information.
Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.
International
Express International (DHL £29.99) 2-5 working days
Fully tracked and signed for worldwide service 2-5 working days. Please note that all orders require a signature upon delivery, therefore the courier is not authorised to leave your order in a safe place.
If you are based outside the UK, you may have to pay import duties. When your delivery reaches the country of your destination, import duties and taxes are levied and payment to our carrier is necessary to release your order from customs. We are unable to advise on rates, as they vary according to the country. Please consult your local postal service for more information.
Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.
Returns
We hope you are happy with your purchase; however, should you wish to return your order for an exchange or refund please note we will accept returns sent back within 28 days of receipt of your order.
Please ensure the product(s) are in their original condition and packaging, with all tags attached.
If you have received a faulty item, before returning your order, please contact our Customer Service Team who will be happy to help you.
Please include the return paperwork as well as any paperwork received with your order, so that we can process your return as quickly as possible.
Refunds
Refunds are processed within 7 working days of arrival at the warehouse to allow for inspection onto the original method of payment (credit card or gift voucher). We cannot facilitate refunds to a third party. You will receive an email once your order has been refunded
Any refunds will be credited to your original payment method, please note that credit card companies only allow refunds to be made to the card used to pay for the original order. Please be aware that it can take as long as seven working days for a refund to be acknowledged by your credit card company
Exchanges
We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 7 days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website.
Gift vouchers/store Credit
When paying partially with Store Credit, the credit will be split proportionally between the items. When returning goods, you will be refunded the proportion that you paid via Store Credit back to Store Credit and the rest back on to your original payment method. This will be the case whether returning some or all of the goods from your order.
Returns by post
Please note that we are not liable for the costs. We recommend using either Royal Mail Recorded Delivery (with sufficient compensation cover for the value of contents) or a delivery service such as DHL. Please note that we are not liable for items lost in the post. Returned goods must be packaged securely as we will not accept returned goods that are damaged in transit.
Return Address
A Cold Wall Returns
Alpi UK
Unit 6 Miles Gray Road
Basildon Essex
SS14 3HJ