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Frequently Asked Questions

Do You Hold Stock?


Yes, we have a UK based purpose built warehouse and  hold more than 3,000 unique products in stock, with size colour variations resulting in over 40,000 stock-keeping units (SKU’s).

We have a colour coded system on each product  

GREEN – which indicates the product is a Stock Lines which are available all year round – this is the majority of our products.
RED - Discontinued Lines which are only available to order while stocks last.

BLUE - Pre-Order Continuity  lines which are not held in stock but are available to order all year round, the lead time from order to delivery is usually around  14-21 days.
BLUE - Pre-Order Fashion collections, which are our Manufacturers seasonal collections, they have an order by date and a delivery date; it is not possible to repeat order on these models.

 Are Your Stock Levels On The Website Live?

Stock levels are updated every 15 minutes.   

What Does Green, Amber, Red and Blue Mean on the Product Page?

Each product and size is colour coordinated to show its stock status.

Green – this item is in stock

Amber – this item is in stock, but stock levels are low

Red – this item is out of stock or sold out

Blue – this item is pre-order continuity (available all year) or pre-order fashion

How Long Will It Take To Receive My Order?

Orders received before 12.30 are usually dispatched the same day (larger orders take a little longer to process).  We aim to dispatch all orders within a 24hr period (Weekdays Only)  

Do You Offer A Dropship Service?

Yes, we have been providing a dropship service since 2007 and can ship your order to any country in the world. Please enter the delivery address of your customer at the checkout stage and we will post it for you. This service is available on our full product range.  If you require any additional information, please do not hesitate to contact our customer service team on  [email protected]

Do I Need To Provide Any Paperwork?

For orders being drop shipped to a UK or EU address, there is no requirement to supply a commercial invoice unless you wish to do so. However for dropship orders outside the EU, we will need a commercial invoice from your company to send with the parcel. You can upload your invoice at the checkout stage.

Are There Any Restrictions With Drop Shipping Outside Of The EU?

Yes, you must provide us with a commercial invoice as we need this in order to complete the customs declaration.

Important: please note that tax/duty maybe payable on the arrival of shipments into the destination country. Different countries will charge different tax/duty. Alterego’s prices DO NOT include any duty or tax which may become liable and it is therefore your responsibility for you/your customer to make arrangements for the payment of any tax/duty payable.

No refunds will be given to any shipment which is returned due to none payment of duty/tax in the destination country.

What About Customs Tax/Duty?

All prices quoted are exclusive of any UK VAT for orders being shipped outside of the EU, then UK VAT is not applied. There may however, be Tax/Duty to pay once your order arrives at its destination country. Each country has its own Tax/Duty regulations and it is advisable that you check what the costs are likely to be. Your order with us excludes any Tax/Duty payable which is your responsibility.

What About VAT for EU Customers?

If you live in another EU Country (excluding the UK) and have an EU VAT number, then you may be excluded from paying UK VAT. Please ensure you have entered your VAT number on your registration page.

Can I Use The Product Images?

Yes, if you are a registered business and intend to use the images to promote and sell the products, then you have our permission to use the images. Any watermarks, copyright information must NOT BE removed from the image.

Images may not be used to promote or sell products on auction websites.

Where Can I Find The Images?

All images can be found in downloaded from your Account Dashboard, brand level images can be downloaded on the brand page, or a product image can be downloaded from the product page.  

Do You Supply Product Files?

Yes, we supply files with all our product information listed in both an XML and CSV format. This information is refreshed every 15 minutes. This information can be found in  ‘Your Dashboard’ resources tab once you have logged in.

 Can I Change My Password, Or Get A Password Reminder?

Yes, you can change your password by going to your Dashboard and clicking on the Account Information ta.  Alternatively if you click the Login link, you will be given the option to be sent a reset password link. 

Some Of My Details Have Changed, Can I Update Them?

Yes, once you have logged in to your account, please go to  ‘My Account ’ and from the Dashboard screen you can amend your details.  

I Have A Query; Can I Talk To Someone Directly?

Yes, we have a Customer Services desk, and you are welcome to call at any time. Our opening hours are 9.00am – 5.00pm Monday to Friday (UK time).  An answer machine service operates outside of these times.  The telephone number is  0845 094 6603 / International +44 (0)845 094 6603.

 Do You Have Clearance Sales?

We regularly clear discontinued stock, and do have some genuine money saving bargains. Search for discontinued lines.  

Can I Pay For A Faster Or Guaranteed Delivery?

Yes, we offer faster and guaranteed shipping options, chose your preferred delivery method at checkout.

Can I Return Goods?

As we only sell to the Trade, we will only accept returns in the unlikely event of a manufacturing fault. All of our products are individually quality checked prior to dispatch.

How Do I Pay?

Payment can be made at the checkout using your debit card, credit card, bank transfer or PayPal. If you would prefer not to order via the website, telephone payments can be taken by contacting our Customer Service desk.  The telephone number is  0845 094 6603 / International +44 (0)845 094 6603.

Can I Pay In GBP, Euros or USD?

Yes, you can pay in any of these currencies by  using your debit card, credit card,  by bank transfer or via Paypal.

Can I keep Updated On Your New Stock Arrivals?

Yes, once registered you receive regular newsletters with all of our new product launches. Latest additions can also be viewed on our new arrivals page. https://www.alterego-lingerie.com/new-arrivals/

    

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