About achica
Ordering and Payment
achica (www.achica.com) is now part of the BrandAlley family, and the full range of homewares, fashion and beauty products are available through both sites. When you view sales on achica you will be redirected to www.brandalley.co.uk where we will take your order and complete checkout.
Will my payment be safe and secure?
BrandAlley uses a secure payment service by Braintree. Our website is secured using the SSL (Secure Socket Layer) encryption, an accredited certification service provider.
I have an enquiry to make about my order. Who shall I contact?
Please contact BrandAlley's Customer Service team here: https://www.brandalley.co.uk/contacts/
How do I return an item?
Please contact BrandAlley's Customer Service team here: https://www.brandalley.co.uk/contacts/
Our dedicated Customer Service teams will provide you with advice on how to return your order.
Your parcels dispatch note will also include all instructions on how to return your order.
Can I opt out of emails?
Of course. All you have to do is go to 'My emails' in 'My account' and untick the relevant box to ensure you don't receive daily emails in the future.
Can I cancel my membership?
We're very sorry you want to cancel. We hope you've enjoyed being part of achica/BrandAlley and have snapped up some great bargains. To cancel, all you need to do is contact our Customer Service on: customerservice@brandalley.co.uk
What if I have forgotten my log in details?
No worries. Just click on 'forgot your password' when your password is required, and we'll sort you out. All you need is your email address and we'll send you an email, so you can create a new password. Or, contact us on: customerservice@brandalley.co.uk and we'll send you a new one.
Company Information
achica is a trading name of BrandAlley UK Limited
Ordering and Payment
Can I change/cancel my order?
If you need to cancel your order while it's 'in progress', please contact our Customer Service Team at customerservice@brandalley.co.uk. We'll refund cancelled orders within five working days. We are unable to cancel your order if it is being packed within our warehouse. Once you've placed your order, we can't amend the details within it. If you need to return an item, it's really easy to do so. Click on Returns to find out more.
Can I change my delivery address?
Whilst your order is 'in progress', you may still change the delivery address. To do so, please contact our customer service team. We are unable to change your delivery address for any item/s which are being packed within our warehouse (In preparation), or have already been shipped. Please note that amending your delivery address on your BrandAlley account will not amend your address for any existing orders. Please contact us to change your delivery address for any existing orders.
Which payment methods do you accept?
We accept the following payment methods:
- Visa (debit and credit cards)
- MasterCard (debit and credit cards)
- PayPal
- PayPal Credit
- American Express
At the checkout, simply enter your credit/debit card details - including the security code. Please be aware that some providers may direct you to further security checks. BrandAlley takes payments from you within four days of you placing an order.
How do I use my discount code?
Just enter the code in the appropriate box when you check out. Or tick the relevant box when it's in your account. You'll then see the new, discounted total in your order. We're sorry, but we won't be able to replace any out-of-date or unused codes.
It's important to note that you can only use codes if the total value of your bag is equal or higher than the value of the discount - before delivery costs. Except where the discount specifies a minimum amount of purchase.
How can I be sure your products are authentic?
We guarantee that all of the discounted designer products we sell at BrandAlley:
- are completely new
- are 100% genuine - manufactured by the named brands, in keeping with their high quality standards.
The only thing that's different is the discount.
Can I collate different orders?
We're sorry, but because of the nature of our sales, we're not in a position to gather different orders made at different times into one parcel and send you one package. We have to treat all checked-out orders separately, even when you make different orders on the same day.
Returns
What is your returns policy?
You will have 14 days to return your parcel back to us from the date of delivery. All items returned must be unused and in their original packaging. Please use the returns form included inside your parcel when sending your return back to us.
Please follow the instructions on your returns form, which will advise you on the returns option available to you, and where to send your item/s back to.
Please ensure your item/s are returned to the address listed on your returns form/dispatch note, which was delivered with the item.
For hygiene reasons, we are unable to accept returns on; Lingerie, hosiery, swimwear, earrings, cosmetics/beauty products and or food products containing alcohol. Should these items be returned to our warehouse, we can refuse to refund these returned products.
Cost of returns
Returning items is your responsibility along with any expenses this will incur. If you have chosen to use BrandAlley's Royal Mail returns service, £3.50 will be deducted from your refund to cover the cost of this service.
When will I be refunded?
We will process your refund within 14 calendar days of receiving your return. You will be sent a notification email once your refund has been processed.
My item is wrong/faulty, what should I do?
We are sorry to hear that! Please contact our Customer Service Team who will advise you on how to proceed.
Where do I print my Royal Mail returns label?
You can print one here: www.brandalley.co.uk/rm-returns/
Am I required to use BrandAlley's Royal Mail returns option?
Of course not. If you wish to use your preferred choice courier, please follow the same returns process and simply write the returns address on the outside of your parcel. Please retain your proof of postage.
Delivery
Where do you ship?
At the moment, we deliver to all of the UK and the Republic of Ireland. We can also deliver to the Channel Islands.
How long will it be before I receive my delivery?
Our delivery dates vary depending on whether our suppliers need to deliver stock to our warehouse after you have purchased. You will find the delivery date for each sale displayed on the sale and product page, and at the checkout stage.
Items available to us right away will be delivered to you within 2-4 days and when it will take longer, the delivery dates are made clear throughout your order journey.
Please note that if you have ordered items from one or more of our sales, we will automatically split ship your order if certain items become available before others.
If we think there's going to be a delay with your order, we'll send an email to let you know.
Express delivery
Why not choose to upgrade your order to express delivery for items that are immediately available?
Here's how it works:
- Place your order by 2pm Monday to Friday to get it the next working day.
- Orders placed between 2pm on Friday and 2pm on Monday will be delivered on Tuesday.
Next day delivery will cost:
- £7.50 for deliveries to Mainland UK.
Sadly, we are unable to offer next day delivery to Ireland or the Channel Islands.
Do you charge for delivery?
However big or small your order, you'll only pay £5.95 for postage and packaging for shipments to the UK Mainland, or £7.95 for postage and packaging for shipments to Ireland and the Channel Islands.
How can I track the process of my order?
Once your parcel/s have been shipped from our warehouse, we will send you an email along with a link where you will be able to track the progress of your parcels delivery. If your parcel does not arrive within 5 working days of receiving this email, please contact our customer service team.
What happens if you deliver whilst I'm out?
If your order has been dispatched via Royal Mail…
If you're not around at the time of delivery, Royal Mail will take your parcel back to the delivery office and leave you a "something for you card" detailing where your parcel has been taken back to, and what to do next:
Go to your local delivery office to collect it (address and opening hours will be on the card)
or
Arrange a re-delivery:
Free to your own address
Free to another address in your postcode area
Or for a small fee of 70p, to your local Post Office branch. The 70p is payable when you collect your item from your local Post Office branch. Royal Mail will require proof of identification, as well as your "something for you card".
Royal Mail will hold your items for 18 calendar days before returning the items back to BrandAlley. Should your items be returned to BrandAlley, a full refund will be issued on receipt of the returned parcel.
If your order has been dispatched via DPD…
If you're not around at the time of delivery, the courier will either attempt to leave your parcel with a neighbour or in a secure location outside of your property. In the event that this isn't possible, they'll return your parcel to their depot. Three (3) delivery attempts will be made before your parcel is returned to our warehouse. Unfortunately, we're unable to resend returned parcels. In this case, we'll refund you the full value of the goods, including delivery charges once your parcel has reached our warehouse. This can take anything up to 14 days.
Which couriers do you use for your deliveries?
Our preferred couriers are DPD and Royal Mail.
Account
I have forgotten my password.
Simply go to the login page, enter your email address and click the 'Forgotten password?' link. We will send a password reminder to your registered email address.
How can I unsubscribe from daily email newsletters?
You can change your preferences in the My Account section on achica.com. You will also find an unsubscribe link at the bottom of all email newsletters. And don't worry - even if you choose to unsubscribe, you can still log in and shop at achica anytime. It's easy to re-subscribe to our newsletters at any time; simply re-visit the My Account section and change your options.
How safe is my personal information when I become a member?
Our members' safety and privacy are our utmost priority. Your data will never be sold to or shared with third parties without your approval. Please visit our Privacy page for details.
Technical
I am having general problems accessing or buying from achica.
We recommend you make sure you have the latest updates and patches for your operating system.
If you are still having problems, get in touch with our Customer Care team, who should be able to help you. Please include as many of the following details as possible:
Your operating system (e.g. Windows 10, iOS 10)
Internet Browser and version (e.g. Chrome, Safari)
A description of the problem
If you have forgotten your password, click 'Forgotten password?' and we will send you an email reminder.
Contact Us
We're delighted to announce that achica (www.achica.com) is now part of the BrandAlley family. This means the full range of Achica homeware sales, offering fabulous deals across a wide range of homewares, will now be available on BrandAlley.
You can contact BrandAlley's Customer Service team here: https://www.brandalley.co.uk/contacts/