All our packages are dispatched using Royal Mail registered post. In an effort to make sure that all deliveries are carried out successfully, once the order has been dispatched the customer will be notified by email with a tracking number. All our orders are normally sent out twice weekly, unless we need to order in more stock in which case the maximum delivery time from order placement to customer should be no more than 9 days.

If you have not received your order, or any emails confirming the dispatch of goods please call us on (+44) 1273 739 124, or email us on enquiries@brothersmerchandising.co.uk .If there is no-one to take your call please leave a clear message with your name, order number, and date of purchase , and we will get back to you asap.

Unfortunately we cannot be responsible for any items which have been lost in transit, or any items which have been sent to an address wrongly provided by the customer. However if anything does not meet your satisfaction with regards to the quality of the item please return it to us within 14 days of the order date for an exchange or refund. Providing it is unworn and in a re-saleable condition, all you pay for is the return postage.

Please state the problem with the item(s) clearly, and whether you require an exchange or a refund and also send a copy of the invoice and parcel to:

Brothers Entertainment Merchandising Ltd
Merch Alley
27 Old Shoreham Road, Brighton
BN1 5DQ
United Kingdom

The cost of returning the item is your responsibility, and for your own protection, we recommend that you return the parcel using a delivery service that insures the full value of the goods and proof of posting.

Unfortunately, again we cannot accept responsibility for parcels lost in transit. Returned items must be in a new and unworn condition. All the swing tickets and labels must still be attached to the returned goods and the items must be unused, complete and in their original undamaged packaging.

All returns are checked before a refund is issued. We will not accept returned goods that are not in a re-saleable condition. We regret that we will be unable to refund postage unless the original item sent was faulty or incorrect. In the unlikely event this happens we will reimburse you the cost of return postage and if you want an exchange, we will waive the secondary postage charge of the correct item.

If any item ordered does not fit, and you would like to change your order for a different size please contact us as soon as possible so that we can check we have your size in stock. Please take time to view our size chart and read the product detail descriptions to ensure you order the correct size first time round. You can then return the unwanted item in the usual way for an exchange. to clarify, we will not pay for the postage for an item returned to us that does not fit, unless we have made the mistake of sending you a different size other than the one ordered. For your own protection, we recommend that you send the parcel using a delivery service that insures the full value of the goods and proof of posting. Unfortunately we cannot accept responsibility for parcels lost in transit.

We have gone to great efforts to display as much information as we can for each product, but please feel free to contact us if you have any particular query about sizing. No question is too small, we are constantly updating the site to give as much information to the customer as possible.

We are happy to give a full refund on items returned back to us, new and unused, within 14 days of your receipt. After we have inspected the returned item, the refund, less the delivery cost, will be credited to the original payment debit/credit card.

A refund should be credited back to your card within 7 days on our receipt of the item, but please allow up to 30 days. Please note, it may take a couple of days for the refund to show up on your statement, and we can only make refunds back to the method of payment used when ordering.

If the reason for return is because of an error on our part, we will also refund the cost of the return postage. Refunds will be made as soon as possible after returned goods are received and checked.

We regret we will not be able to give a refund if the goods are returned for refund outside of the 14-day period or the goods are not in a saleable condition (worn, soiled or without tags or original boxes and packaging). We reserve the right to refuse a refund if this is the case.

Your statutory rights are not affected when goods are faulty or damaged.

Our postal address for returned goods is:

Brothers Entertainment Merchandising Ltd
Merch Alley
27 Old Shoreham Road, Brighton
BN1 5DQ
United Kingdom

If you are in any way unsure how to proceed with a return, exchange or refund, don’t be shy, please contact us. This will help with processing your returned package and avoid delays.

Because we want you to continue enjoying using Merch Alley and come back again, please email us with any ideas on improving our site.

Merch Alley