How Can We Help You ?

How can we help?



How do I pay for my order?

We accept Visa, Visa Electron, Visa Delta, MasterCard, American Express and Maestro cards, Diners Club, Discover, Shop Pay and via PayPal, Apple Pay and Google Pay.

Please note, we do not currently accept payments by cheque or by phone.

Do I need to set up an account to place an order?

You can shop at ALSE STUDIO without creating an account. Once you have clicked the PROCEED TO CHECKOUT button, select continue via the CHECKOUT button.

However, we would advise you to register with us as you'll be able to enjoy the   following benefits:

1. Review your order history

2. Add items you love to your Wish List

3. Add multiple address' so you can shop even quicker next time

How do I place my order?

1. Select any item on the site, then choose your size, colour and quantity. To make it easier, we have a search bar- where you can shop by entering keywords and sub-categories that are accessible from every page on the site.

2. Once you have found an item you wish to purchase, click the ADD TO CART button. You will then be prompted to keep shopping or proceed to checkout.

3. If you are ready click PROCEED TO CHECKOUT and you will be taken to your SHOPPING BAG page. Please note you can enter your discount code now on this page. Make sure you take the time to review the items in your basket, if you are happy with the items selected click the CHECKOUT button. You’ll be taken to the sign in page where you can sign into your ALSE STUDIO account or checkout as a guest.

4. Once you have logged in, you will be taken to the SHIPPING page. Here you will need to select your preferred delivery method, enter your shipping address. Please check your delivery information carefully as this will be the address, we ship your parcel to. Please ensure that your billing address is correct. If incorrect, your order will be cancelled. Once you are happy, click the PROCEED TO PAYMENT button.

5. Please select your preferred payment method. If you have selected PayPal, you will be directed to PayPal express to complete your order. Please ensure your address is correct in your PayPal account as this is the address we will deliver to.

6. Once you're ready and if you are to our terms and conditions and privacy policy, click the PLACE ORDER button. Please note that once this button is clicked your order will be placed and cannot now be amended. You will be able to check your order, delivery and billing address summary at any point at the checkout and if you are unsure at any point in the check-out, we would encourage you to review your order. You will shortly be sent a order confirmation email.

What happens if I notice that my personal details are incorrect after I have placed my order?

If you realise your personal details are incorrect once you have completed the ordering process, please contact the customer services team here.

We cannot guarantee that we will be able to rectify the issue and this could result in a delayed or failed delivery.

I have a question about your sizing, colours and materials

On each of our product pages, you can find a size chart, material composition.

Should you still have some questions that need answering, you can always reach out to a member of our customer services team here.

Can I cancel my order?

You can cancel your order until it is shipped. For cancellations, you can contact customer service here for the cancellation of your order.

Can I make changes to my order?

Until your order is shipped, you can contact customer services and cancel your order and get a new one. You can contact customer service here for the cancellation of your order.

How do I know if you have received my order?

When you place an order, you will receive an email from us acknowledging your order, which will contain your order number. This information will also be available on your ALSE STUDIO account if you have registered with us.

Please note that this email is only to acknowledge that your order has been received and is not confirmation that your order has been processed. Once your order has been shipped, we will send you a shipment confirmation email confirming your order.

My order cannot be processed

Here are a few points to consider before attempting to place your order again:

There are issues surrounding the use of Microsoft packages on Macs, as Apple has stopped supporting Internet Explorer since the introduction of Safari. The website is not supported by Internet Explorer on a Mac. If this applies to you, upgrades to Safari or Firefox on the Mac will be needed. We would also advise you to try deleting your cookies/caches on your device.

If you are still having issues, please reach out to customer services and ensure you have the following:

1. Date/time you attempted to place the order
2. a screenshot or note down the error message you are receiving
3. The browser you are using
4. The device you are attempting to place the order from

My order was cancelled but I think I have been charged

If your order is cancelled for any reason, ALSE STUDIO will send an authorisation reversal to your bank.The exact amount of time until the hold is removed from your account is determined by your bank or credit card company, so the time frame may vary. Should payment not be released with 30 days (from when the transaction took place), please do contact the bank or credit card company as we are unable to support with these queries.

What currency can I pay with?

We only accept payments in British pound sterling (£ GBP). The price, which is inclusive of tax, for the item will be shown on each product page.

Can I use PayPal?

You can also choose to pay with PayPal. To proceed with PayPal, you will need to tick the box to accept the Terms and Conditions. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown and shipping address before clicking 'Pay Now'. Once this transaction is complete, you will then return to ALSESTUDIO.COM.

What information do you require?

To make a purchase you will need to enter the long debit/credit card number, expiration date, start date (some payment methods only), CVV number (security number) and cardholder name (exactly as shown on the card). This information is not stored anywhere.

What is a CVV number?

The CVV number is the 3-digit number printed on the signature strip on the back of your card. If you have an American Express card this can be found at the front.

What security checks are in place to make sure my purchase is valid?

All credit/debit cards are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not authorise payment, ALSE STUDIO will decline your order.
If your order is declined, we would advise you to contact your card issuer.

How do you keep my personal information secure?

To help ensure that your shopping experience is safe, simple and secure ALSE STUDIO uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you share with us when making a purchase.
If SSL is enabled then you will notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode. Should you wish to review our privacy policy, please click here.

How safe is shopping on

All transactions on our website are subject to the Payment Card Industry Data Security Standard (PCI DSS) security protocol. The standard was created to increase controls around payment data to reduce fraud.

I've used the wrong credit card for my order. Can I change my payment method?

Unfortunately, not, once your order has been placed, we are unable to change your payment method.

Why has my payment been refused?

Unfortunately, we do not always know why your card has been declined. Please ensure that your card details are entered exactly as they appear on the payment card, including your name, and that your card number is entered without any spaces. The CVV number, the last three digits on the signature strip on the reverse of the card, will need to be entered also.

If all of the above was entered correctly, please contact your card issuer for further details as to why your card was declined.

Is wholesale available ?

Yes, you can buy for your family, friends or team. You can reach us here for more detailed information.


What is your online returns policy?

Should you wish to review ALSE STUDIO returns policy, please see this here.


After receiving your return and inspecting the condition of your
item, we will process your return. Please allow at least seven (7) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.


For defective or damaged products, please contact us at the contact details to arrange a refund or exchange. We will be ready to cover return shipping label charges.

Please Note

Please return item(s) within 14 days of delivery date. We do not accept items that are without original tags, warning label, that have been worn washed, altered with any perfume and or/deodorant. We reserve the right to refuse a refund for items returned that are not in resaleable condition.
Please ensure that all goods are packed neatly when returning so as not to damage the product.

What will be the cost of my return?

You can make all your returns free of charge. You will only need to cover the shipping cost. You can contact customer service to return it.

What if I feel my item(s) is faulty?

If you have made an online purchase and you are unhappy with your purchase due to a defect arising out of a manufacturing fault, please do get in contact with us through our Contact us form (my item is faulty). Please do provide as much information as possible concerning the product and the order.

Why do we apply this return policy?

Our mission is to deliver sustainable products to all our customers and to continue to provide good value for money. In line with this, we are also aiming to redefine sustainability, meaning ALSE STUDIO would like to influence a positive change inviting everyone to move away from the current cycle of purchasing and returning, and be more conscious of the impact such a cycle is having on our environment.

This will be a challenge for all, but if we achieve our end goal which is to reduce returns overall, we will succeed in becoming more sustainable.

How do I return my order?


Easy Return:                               

Copy the link to the internet browser you use and log-in with the e-mail address you used when purchasing.

You can view all your orders on this page and you can open a return request on your orders.

Your return request will be reviewed within 1 business day and the shipping label you will need while sending your return will be sent to you in pdf format via your e-mail. The return shipping label fee  will be deducted from the total amount to be refunded. (£3.95 Standard Delivery (Tracked) by Royal Mail for the UK orders, for other countries please contact with us.)

Alse Studio address will be written on the label we will send and you will safely pack the original packaging of the product. Afterwards, it will be enough for you to stick the label we sent you on the packaging and send it to us. If you have any problems, you can reach us from our contact information below or via the live chat on our site.


You can start the return process by contacting us through the contact information below and sending item back to our below address.

Attn: Returns - Alse Limited
1 Filament Walk, Unit313
London SW18 4GQ
United Kingdom

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

Can I make an exchange?

We do not offer postal exchanges online.

Should you wish to exchange your online purchased item, the original item will need to be returned and another order will have to be placed.

You can reach us here for more detailed information about your change requests.

Can I return more than one order in the same parcel?

Yes, these can be included in the same parcel.

However please ensure to include all tags and packaging as this can impact how quickly you receive your refund.

As long as all orders are within the returns period and all return notes are included in the parcel, you're able to return more than one order within the same parcel. If you return multiple orders within one parcel, you will only be charged one shipping fee.

When can I expect to receive my refund?

After receiving your return and inspecting the condition of your item, we will process your return.

Please allow at least seven (7) days from the receipt of your item to process your return.

Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

Cancellation rights

Your rights under the Returns Policy are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2013. You have a right to cancel a contract at any time within 14 (fourteen) calendar days; beginning on the day after you received the product(s) without giving a reason. In this case, you will receive a full refund of all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) in accordance with the Returns Policy.

You can also inform us electronically by contacting our customer service team. If you use this option, we will send you an acknowledgement email receipt confirming your cancellation. You must then return the goods to us
along with the returns form as above before the end of the 14 days cancellation period.

You can also inform us of your decision to cancel by writing to our head office address:


Attn: Returns - Alse Limited
1 Filament Walk, Unit313
London SW18 4GQ
United Kingdom

Please note this still does have to be within 14 (fourteen) calendar days from when you are in receipt of your order.

Will I be refunded the full value of my order?

Our refund will be made to the original payment method used to place the order. The amount you paid will be refunded unless your products are defective or in violation of distance selling laws.


What methods of delivery do you offer and how much do they cost?

We offer various
shipping options. In some cases, a third-party supplier may be managing our
inventory and will be responsible for shipping your products


We offer free standart shipping on orders over 75£ for Subscribers.

Expedited Shipping Fees

We also offer expedited shipping at the following rates:

Standart UK - 3.95£

(3-5 Business Days)

Non-UK - Will Appear in the checout step

(5-6 Business Days)

Express UK - 5.95£

(2-3 Business Days)

If you select an expedited shipping option, we will follow up after you have placed the order with any additional shipping information. All times and dates given for delivery of the products are given in good faith but are estimates only.


We offer worldwide shipping. For detail information about customs process: -Email

Please note,
we may be subject to various rules and restrictions in relation to some international deliveries and you may be subject to additional taxes and duties over which we have no control. If such cases apply, you are responsible for complying with the laws applicable to the country where you live and will be responsible for any such additional costs or taxes.

What happens if I am out when you try to deliver?

We would always recommend you select the delivery method most convenient to you.

If you are not available to accept delivery, our carrier will leave a calling card (where possible) informing you of the failed delivery and the next steps. As stated in our terms and conditions page a signature is not required for delivery and our carrier has the right to deliver your parcel in a location considered safe or with a neighbour.

After failed delivery attempt, your parcel will be returned to ALSE STUDIO and an automatic refund will be processed. Please note this can take up to 2 weeks. We cannot stop this process once it has begun or reship your order.

Do you ship to PO box address or freight forwarding addresses?

Unfortunately, we are unable to deliver to Post Office (PO) box and freight forwarding addresses.

My chosen delivery address has business hours, can I request a delivery timeslot?

We cannot guarantee that delivery will not be attempted after business hours. We would strongly
recommend you selecting an address or delivery method most convenient for you.

What carrier service will my parcel be delivered by?

We work with the most reliable carrier companies selected for the orders placed. You will also receive a link to track your package using the tracking number provided in your shipment confirmation e-mail.

What should I do if my order hasn’t been delivered yet?

The delivery time for your order is dependent on the delivery method chosen. Once your order has been shipped, you will be allocated an estimated delivery date.  We would advise you track you parcel here until your parcel has been delivered.

If your estimated delivery date has passed and you have not received a notification advising you when delivery will be rescheduled, please contact our specialist team by clicking the button below.


Please click the contact us button if you are having issues with your delivery. Please allow 24-48 hours for a response.

Will my items be delivered at the same time?

Depending on the size of your order, this might be shipped in multiple parcels.

We recommend keeping an eye on your order status for further updates plus additional
information here.

Please allow up to 24 hours from when your order has been dispatched from our warehouse to view
its status.

How can I track my order?

We work with the most reliable carrier companies selected for the orders placed. You will also receive a link to track your package using the tracking number provided in your shipment confirmation e-mail.

Do you deliver to my address?

We ship all over the world. If an order is placed to a place where we will send, you will be contacted and the return process will be started.

Can Alse Studio deliver to multiple addresses?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

I will not be in for delivery; can I request that my parcel is left in a safe location or with a neighbour?

Yes, as soon as your parcel has been dispatched, please contact the customer service team. Please provide us with your order number and the location you would like your parcel delivered to. Please note, we cannot guarantee your update will be received by the driver before a delivery attempt is made.

Please note ALSE STUDIO cannot be held liable for any parcels that are lost or stolen because of
any specific delivery instructions left for the carrier.

I have entered an incorrect address, what should I do?

Please contact us as soon as possible if you cannot receive your parcel at this address. Dependant on the delivery option chosen, we cannot guarantee that we will be able to intercept delivery before the first attempt is made.

Get in touch

Have questions about your order, or a general enquiry?