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We understand how frustrating it can be when your order doesn&#x2019;t arrive on time. Shipping delays can sometimes occur due to factors beyond our control, such as carrier delays, weather conditions, or high order volumes during peak seasons. Please allow an extra 5 to 10 business days for your parcel to arrive.If your order hasn&#x2019;t arrived after this extended timeframe, here are some steps you can take:<ul><li data-start="455" data-end="550">Double check your shipping confirmation email to ensure the address provided is correct&#xA0;</li><li data-start="455" data-end="550">Track your order using the tracking number number provided, and reach out directly to the courier&#xA0;</li></ul>If after these checks you still can&#x2019;t locate your order, please reach out to our customer support team with your order number and contact details. We&#x2019;ll investigate the issue promptly and work with the carrier to resolve it.

We understand how frustrating it can be when your order doesn’t arrive on time. Shipping delays can sometimes occur due to factors beyond our control, such as carrier delays, weather conditions, or high order volumes during peak seasons. Please allow

My order is late or missing.

Order Issues

How long does shipping take?

How can I track my order?

Why does my order status say "Unfulfilled"?

My tracking information says “Cancelled.” What does this mean?

When will I receive my order?

How much does shipping cost?

Do you offer click & collect?

Do you ship internationally?

My package has been returned to sender — what should I do?

Shipping

What is your return policy?

How do I return an item?

Can I return an online order in store?

Can I return sale items?

How do I exchange an item?

Can I return a gift voucher?

I am outside of the returns policy, can I return?

Can I be refunded to a different payment method?

I returned my order, when will I receive the refund?

Do you return the shipping charge?

I'm having trouble generating my return label — what should I do?

When will my exchange order ship?

What is an Instant Exchange and how does it work?

Why is the return option disabled for my order?

Returns & Exchanges

I haven't received my order confirmation email?

I need to update my delivery address — what should I do?

Can I cancel or change my order?

I've received a faulty item, what are my options?

I've received the wrong item, what can I do?

I'm missing an item! What should I do?

I haven't received my gift card email?

I used the wrong email when placing my order — what should I do?

I can’t check out — what should I do?

My discount code isn't working!

How can I apply a discount code?

Can I use my gift card online or in-store?

Check Gift Card Balance

What payment method can I use?

Checkout

How can I check stock in store?

Will my size be back in stock?

Do you sell gift cards?

How do I pick the right size?

Is the You + All range available in Ally Fashion stores?

Do you sell boots/hats in store?

Products

Can I join the Ally Rewards Program?

How do I earn Rewards Points?

How do I redeem Rewards Points?

I've purchased in store, will I receive points for this?

I haven't received my birthday voucher?

Account Deletion

I haven't received my Welcome Reward?

I forgot my password!

Ally Rewards & Account

I can't add or remove an item from my cart — what should I do?

Prices are displaying incorrectly — how do I fix it?

Technical Issues

How can I work for Ally?

I applied for a job but haven't had an update?

Careers

Where are your stores located?

Why is the in-store price different from the online price?

What is your in store returns policy?

In Store Information

My order is late or missing.Updated a day ago