Returns Policy

Children grow unevenly and sizes are the hardest thing to get right online. So this policy is written to be understood, not to be survived.

You have 30 days from delivery to send something back. Inside those 30 days there are two stages, and they come from two different places — the first is your right under EU law, the second is something we add on top of it. They refund different amounts. Most shops blur the two together; we would rather be straight with you.

1) The 30 days, stage by stage


 Days 1–14 — your legal right  Days 15–30 — our own offer
What it is The right of withdrawal under EU law A voluntary window we choose to give you
Reason needed None None
Who pays to send it back Customer Customer 
Product price refunded Yes, in full Yes, in full
Original delivery cost refunded Yes — the standard delivery cost you paid No
Deadline 14 calendar days from delivery Day 30 from delivery

In both stages you pay the cost of returning the item. We tell you this before you buy, as the law requires.

Faulty, damaged or incorrect items are not covered by either stage. Those are our problem and we pay for them — see section 7.

2) Days 1–14 — the legal right of withdrawal

For 14 calendar days from the day you receive your order, you can change your mind for any reason or none, and get back everything you paid — the product price and the standard delivery cost you paid to receive it.

This is a statutory right, not a favour. It is explained in full on our Right of Withdrawal page.

3) Days 15–30 — our voluntary window

When the legal 14 days run out, you still have until day 30 from delivery.

In this window we refund the product price in full. We do not refund the delivery cost you originally paid, because that service was already provided. You pay to send the item back, as before.

This window is ours, not the law's. It does not reduce your statutory rights in any way, and it does not apply to faulty goods.

4) Condition of returned items

To be refunded, items need to come back:

  • Unworn and unwashed, beyond trying them on.
  • With all original tags still attached.
  • In their original packaging where practical.
  • Clean, and free of pet hair, smoke or perfume.

You are welcome to try a garment on the way you would in a shop — that is exactly what the law allows and what we expect. What we cannot accept is an item that has been worn, washed or altered, because it can no longer be sold. If a returned item has lost value through handling that went beyond checking its size, fit and character, we may reduce the refund accordingly, and we will tell you the amount and the reason before we do.

5) How to return something

  1. Write to care@alborkids.com within 30 days of delivery, with your order number and which items you are sending back. If you are within the first 14 days and want the delivery cost refunded too, say that you are withdrawing from the contract — or use the form on our Right of Withdrawal page.
  2. We reply with confirmation and the return address.
  3. Pack the items securely, ideally in the original packaging, and send them to the provided address.
  4. Email us the tracking number.
  5. Use a trackable service and keep the proof of postage. Until the parcel reaches us, that receipt is your evidence that you sent it.

Please do not send items back before telling us. Unannounced returns take much longer to identify and refund.

Refunds

We refund to the same payment method you used. You will not be charged a fee for the refund itself.

  • Within the first 14 days, exercising your legal right — within 14 days of the day you tell us you are withdrawing. We may hold the refund until we receive the items back and inspect them.
  • In the voluntary window — within 7-14 working days of the items reaching us and passing inspection.

How quickly the money appears in your account after that is up to your bank, usually between 2 and 10 working days.

6) We do not offer exchanges

If you need a different size, return the item for a refund and place a new order.

This is deliberate, and it works in your favour. An exchange means waiting for the first parcel to travel back to us, be inspected, and then travel out again — two or three weeks in which the size you actually need might sell out. Ordering the new size straight away gets it moving today, and the refund for the first one follows on its own track.

To make this needed as rarely as possible, our Size Guide publishes the full measurements of every garment in every size, anchored to your child's height rather than their age. If you are unsure, write to care@alborkids.com before you order with your child's height and we will tell you which size we would pick.

7) Faulty, damaged or incorrect items

This is different, and it does not come out of your 30 days.

If something arrives faulty or damaged, or we sent you the wrong thing, write to care@alborkids.com with your order number and photographs. We arrange the return at our cost and send a replacement or refund you in full, including all delivery costs.

Normal wear, damage from accidents or misuse, and damage from not following the care instructions are not faults. Our Care Guide explains how to keep a garment in the condition the guarantee assumes. Neither is the shrinkage natural to organic cotton — up to 5% in the first washes, mostly in length — which our Care Guide and Size Guide both describe before you buy.

8) What cannot be returned

Under EU law, the right of withdrawal does not apply to goods made to your specification or clearly personalised, or to sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

No Albor product currently falls into either category. The embroidered campaign phrases are part of the standard product, not personalisation made to order, so everything we sell can be returned.

Gift cards, where offered, cannot be returned or exchanged for cash.

9) Questions

Write to care@alborkids.com. If a size is not working, tell us which garment and your child's height — it helps us improve the Size Guide for the next family.

Last updated: 14 September 2026