FAQ

FAQ

Here are some of your most frequently asked questions. If your question isn’t here or if you would like more information please contact us.


Payment

What payment methods do you accept?

We accept all major credit cards: Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard, and American Express, as well as Paypal.

Besides all that, you can pay with all Finnish banks, MobilePay, and Pivo.

We use internationally secure services, Verified by Visa, Mastercard SecureCode, and American Express SafeKey.

For all the payments, you are always directed to your chosen payment provider’s secure servers to complete your payment. No other payment info is submitted to us than if and when your payment has been completed so we know to start processing your order.

Who are your payment providers?

For payments, we use Paytrail as our main partner. It’s an industry standard, secure payment provider which operates with an official permit provided by Financial Supervisory Authority, Finland. Paytrail Oyj (VAT ID: FI21228397) is a part of the Nets Group. On your credit card bill, Paytrail Oyj is stated as the receiver of your payment.

Paytrail handles all the payment data securely and delivers it to the vendor of this webstore. All payment data is handled securely and any info will not be stored or sent into the system of this web store.

We also use Paypal as our other secure payment partner. You can also pay with your debit/credit card via Paypal if you don’t have a Paypal account. Paypal accepts all major cards, e.g. Visa, Mastercard, Discover, and American Express.

Read more here.


Shipping

Who is your shipping partner?

We mostly ship using the Finnish Post Office and its international shipping partners. If you have custom enquiries about shipping, please contact us: shop@thesidealley.com before ordering.

When do you ship my order?

We dispatch orders on weekdays, Mon – Fri (excluding Bank Holidays). We try our best to ship your order within 24 hours or on the next working day. However, on some occasions, e.g. if there are a large amount of orders to process, shipping is made within 2-4 workdays.

The bank holidays are non-working days in Finland so please allow for some extra days for processing your order if you are placing your order then.

Please see our terms for more information on shipping.

What countries do you deliver to?

We deliver to most countries worldwide. All of Europe, the US, Canada, Australia & New Zealand to name a few! All of the countries that we ship to are listed at checkout. If you are unsure if we ship to your country, email us at shop@thesidealley.com and we will let you know.

Will I have to pay import charges?

If you are outside of the EU then yes, you may need to pay import charges depending on the import policies of your country. Please make sure that you are aware of your country’s import tax and or duty charges before you order from us. We cannot guarantee that we’ll be able to refund your order if you refuse to pay the import charges.


Returns & Refunds

What is your return policy?

You have the right to return the product within 14 days when you’ve received your order.

You must contact the store before making a return. Custom orders / special orders can not be returned. The product must be unworn and price tags, stickers, original packaging etc, must also be returned.

When returning item(s), the Customer is responsible for paying the shipping costs when returning the item(s).

Please note that you are responsible for the product until it reaches us. (we abide the Finnish Consumer Agency’s guidelines and laws regarding internet shopping).

Read more about how to make returns on our terms & conditions page.

I shipped something back to you. Do you have it yet?

We process returns as soon as we can. Many times within 24 hours of receiving the package and will notify you by email when we have done so. For more information on returns please refer to this page

How long before I get a refund?

Once we’ve emailed to say we have issued a refund for you, it can take anywhere between 2 and 5 working days depending on which payment method you used.

The refund will be made to the same payment method you used to purchase your order. If you used S-bank or Ålandsbanken as your payment method, the delay might be even longer than 2 to 5 working days. Please read more about refunds on the Paytrail website.


Ordering

Can I place my order on the phone?

Unfortunately not. All orders need to be placed on our website.

If you are having trouble placing an order online, you can try placing your order on a different device or browser. Otherwise we are happy to speak with you via email and see if we can fix any issues you may be having.

I need to change my order, who can help with this?

If you want to edit or cancel your order then please notify us asap. Unfortunately once your order has been processed and sent we cannot make any changes or cancellation.

Are your prices inclusive of tax?

Yes, all products include VAT (Value Added Tax) as required by the Finnish law. If you are shopping outside of the European Economic Area you will not be charged this tax. This happens automatically at the checkout for you.


I’m Having A Problem

My order still hasn’t arrived, I think it is lost?

If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

My coupon code isn’t working.

We are sorry about this! Email shop@thesidealley.com with your coupon code and we’ll sort this out for you.

Why can’t I add something to my basket?

If you cannot add an item to your basket or there is no size option, it usually means that the item is out of stock.


Contacting Side Alley

I’ve sent you an email, when will you reply?

We try to reply to all emails within 24 hours. Our office is closed on weekends and on Bank Holidays so we will look to reply the next working day.


For more information, please see our terms & conditions.

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