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Frequently Asked Questions

Yes. We have a UK-based, purpose-built warehouse and hold more than 3,000 unique products in stock. Size and colour variation result in over 40,000 stock-keeping units (SKUs).

We have a colour coded system on each product:
• GREEN: the product is a stock line, which is available all year round. This makes up 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 for these is usually around 14-21 days.
• BLUE: also 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.

Yes. Stock levels are updated every 15 minutes.

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.

Orders received before 12.30pm 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).

Yes. We have been providing a drop ship 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:

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 drop ship 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.

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 that may become liable Therefore, it is your/your customer’s responsibility to make arrangements for the payment of any tax/duty payable.
No refunds will be given for any shipment returned due to non-payment of duty/tax in the destination country.

All prices quoted are exclusive of any UK VAT for orders being shipped outside the EU when UK VAT is not applied. However, there may be tax/duty to pay once your order arrives in 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.

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.

We are happy for you to use the images to promote and sell our products. Any watermarks and copyright information must NOT be removed from the image and images may not be used to promote or sell products on auction websites.

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

All images can be found and downloaded from your ‘Account Dashboard’.

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

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

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

Yes. Please contact our Customer Services desk. Our opening hours are 9.00am – 5.00pm Monday to Friday (UK time). An answer machine service operates outside these hours. The telephone number is 0845 094 6603 / International +44 (0)845 094 6603.

We regularly clear discontinued stock and have some genuine money saving bargains. Simply search for ‘discontinued lines.

Yes. We offer faster and guaranteed shipping options. Choose your preferred delivery method at checkout.

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

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.

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

Yes. Once registered, you’ll receive regular newsletters with all our new product launches. Latest additions can also be viewed on our new arrivals page.