Refund policy
REFUND POLICY
Last Updated: 26 September 2026
At Alder & Beam, we want you to love every piece you bring home. If something isn't right, our returns process is simple and hassle free.
Order Cancellations
You can cancel your order within 24 hours of placing it by emailing hello@alderandbeam.com with your order number. After 24 hours we can't guarantee a cancellation, as your order may already be processing. Once it has been dispatched, it can no longer be cancelled. If your order has already shipped, you can return it after delivery under this Return and Refund Policy.
30 Day Easy Returns
You have 30 days from the day your order arrives to return items. To qualify for a return, items must be:
- Unused
- In their original condition
- Returned with all original packaging, tags and accessories
Our support team will guide you through every step. Restocking Fee: £0. We never charge restocking fees.
Return Policy Overview
- Return Window: 30 days from the day you receive your order
- Condition: unused and in original condition, with all packaging, tags and accessories
- Easy Returns: our support team will walk you through the process
- Restocking Fee: none
Return Costs
- Defective or incorrect products: returns cost you nothing if an item is incorrect, damaged in transit or defective in any way.
- Change of mind: if you ordered the wrong item, it doesn't fit your space or you no longer want it, you cover the actual cost of return postage. Original shipping costs are non refundable.
How to Return an Item
- Contact us: email hello@alderandbeam.com with your order number and the reason for your return.
- Pack your item: repack it securely in its original packaging, with all accessories, tags and documents.
- Send it back: post your return using the instructions in your return authorisation email. You're welcome to use the carrier or method we recommend there.
Refund Process
- Inspection: when your return arrives, we'll check that it meets our return criteria.
- Refund Timing: once approved, please allow up to 7 business days for your refund to be issued to your original payment method. Timing depends on your bank or payment provider.
Exchanges
We're happy to exchange items. If you'd like a different size, colour or product, email hello@alderandbeam.com and we'll arrange a quick exchange.
Order Not Delivered
If your order hasn't arrived within the expected delivery window, email hello@alderandbeam.com with your order number and we'll investigate with the carrier. If the parcel is confirmed lost, we'll either refund you in full to your original payment method or send a replacement at no extra cost.
Non Returnable Items
For hygiene and safety reasons, some items can't be returned. These will be clearly marked as non returnable on their product pages.
Changes to This Policy
We may update this Return and Refund Policy from time to time. Any changes will appear on this page with a revised Last Updated date, so we recommend checking back periodically. Continuing to use our website after an update means you accept the revised policy.
Questions? Visit our FAQ page or contact our customer service team.
Contact Information
Store Address: 5 Victory Parade, London E20 1EW, United Kingdom
Store Email: hello@alderandbeam.com
Store Phone: +447537182890
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (UK Time, GMT/BST)
We do our best to reply to your e-mail within 1–2 business days.