FAQs

Frequently Asked Questions

Orders & Delivery

How long does delivery take?

Standard UK delivery takes 3–5 working days after dispatch. Orders are processed within 1–2 working days. You’ll receive a dispatch email with tracking information once your order has shipped.

Do you offer free delivery?

Yes — free standard delivery on all UK orders over £50. Delivery costs for orders under £50 are calculated at checkout.

Can I track my order?

Yes. Once your order ships, you’ll receive an email with a tracking number and a link to follow your parcel in real time.

Can I change or cancel my order?

Contact us at support@aldersteel.co.uk as soon as possible. We’ll do our best to help, but once an order has been dispatched we cannot make changes to it.

Do you ship internationally?

We currently ship to the United Kingdom only. We hope to expand to international shipping in the future.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery, provided items are unused and in their original condition. See our Returns Policy for full details.

How do I start a return?

Email support@aldersteel.co.uk with your order number and reason for return. We’ll get back to you within 2 working days with return instructions.

When will I receive my refund?

Refunds are processed within 14 days of us receiving your returned item. You’ll receive an email confirmation, and funds should appear within 3–5 working days depending on your bank.

My item arrived damaged. What should I do?

Email support@aldersteel.co.uk within 7 days of delivery with photos of the damage. We’ll arrange a replacement or full refund at no cost to you.

Products

Are your rugs and mats machine washable?

Washing instructions vary by product and are shown on each product page. Most bath mats can be machine washed at 30–40°C. Always check the care instructions before washing.

How accurate are the colours shown on the website?

We work hard to ensure product images accurately represent colours. However, screen settings vary between devices and slight differences may occur. If a product colour differs significantly from what is shown, you are entitled to a return under our policy.