Policies
Order Processing
Orders placed on britpop.online are processed Monday–Friday and shipped within 5 business days, excluding the weekend and major holidays. Once your order is processed and shipped, you will receive an email notification with your tracking information. All UK orders are shipped via Royal Mail Tracked, and international orders via UPS from within the United Kingdom. (Where applicable) Non-UK customers may be charged for Tax and Duty separately by their shipping provider, see here for more information on US orders. EU customers will be charged VAT and Import taxes for orders under 150€ total through the IOSS system, please note a brokerage fee may still be charged by the courier directly to the EU customers at the time of the delivery in some instances.
New Alias has no control over how orders are handled by Royal Mail, UPS or local couriers. On receiving the order, if the packaging is visibly damaged, the customer has the right to refuse delivery. If the customer accepts the delivery, they must ensure to sign as damaged, as this would help in case a claim needs to be raised.
Cancellations
Cancellations are not guaranteed for orders placed during the weekend or peak periods.
We also reserve the right to refuse cancellations at our discretion.
Return Guidelines
Return Policy
For the UK, you have up to 14 days upon receiving shipment to return items purchased on britpop.online Orders must be returned by emailing new@newalias.info.
Returned item(s) must be in new and unused condition with the original tags still attached. Due to the increased risk of damage to goods, we reserve the right to refuse returns from orders made outside of the United Kingdom.
The customer bears the cost of the return.
Once your order is received and inspected, a refund to your original payment method will be processed.
Any damage, shortage or other discrepancies to orders should be reported within 48 hours of order being delivered. When reporting a damaged or incorrect order, customers must supply clear photos of the mailer and product/s.
Shipping charges, duties, and taxes are non-refundable.
Please allow up to 14 business days for your refund to be processed.
We do not accept returns or exchanges for Britpop / New Alias products not purchased from britpop.online.
We can’t guarantee international returns but please contact new@newalias.info for international orders and more information on our policies.
Disclaimers
Frequent returns or unusual patterns / activity will be flagged in our system.
If we
notice
that our return
policy is being abused, we may cancel or refuse future orders and cancellation requests.
Please allow up to 7 business days for a response from customer support.
Exchanges
britpop.online does not offer exchanges. For customers in the United Kingdom, we ask that you return the product for a full refund, as long as the product isn’t defective, and place a new order for the preferred item(s).
As our stock is limited, we may only be able to offer a refund for damaged items.
Returns FAQ
Do I have to pay for my return?
Yes, customers are responsible for the cost of shipping returns back to us. If you have requested an exchange, we will ship the replacement item(s) back to you free of charge.
Where do I find my order number?
Your order number can be found on the invoice / receipt / order confirmation we sent to you with the goods.
Can I exchange my order for completely different items?
You can exchange your item for any item of the same value or lower. If you would like to exchange for items with a higher value, our policy is for you to request a refund on your original order and place a new order for the exchange item.
When will I receive my refund?
We aim to process all refunds within 14 days of receiving your return. We will send you a ‘Refund Notification’ email to confirm that we have refunded your card. Please note that refunds can take up to 10 days to credit on your account statement, depending on your card issuer.
How long will it take to send out my exchange items?
We receive returns daily, Monday – Friday. We aim to process them within 14 days of arriving with us. We will send you an email with a new tracking number to confirm your exchange item is on the way.
