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Shipping and Delivery


Domestic delivery options

*DHL GoGreen shipping

Please note – For all orders shipped using the DHL “GoGreen” shipping method.  This means that the carbon emissions from the shipment will be 100% offset.  Click here for more information on DHL GoGreen carbon neutral shipping

**1 business day if you order before 3pm.  Express orders placed on a Sunday will be delivered in 2 working days.

Due to a limited capacity of Express orders that can be sent per day it can happen that the delivery option is temporarily not visible on the site. This is to ensure that every placed express order will be always delivered on time. Our apologies for any inconvenience this might cause.

  

International Delivery Options

 ***For international orders the shipping cost is calculated based on the weight and dimensions of each order.

International orders must clear import/export regulations which could add to the shipping time of an order.

We currently do not ship to: Russian Federation, Iran, Venezuela, Pakistan, Lebanon, Syria, Bahrain, Kuwait and Saudi Arabia.

However, if you spot a product that you absolutely love and have to have, but find that it somehow doesn’t ship to your destination, simply email us at team@afterglowlondon.com, and we’ll give you a delivery quote based on the size and weight of your order, and your address.  Should you want to then place your order, we’ll quickly guide you through the process.

Please be aware that the customer is responsible for payment of all levied taxes, duties and customs charges, which are set by your country’s customs agencies. 

 

International Duties and Taxes - Powered by DHL / Zonos

For customers choosing DHL for international delivery shipping - All international shipping rates are those rates provided automatically by DHL to our customers.

At checkout you will be provided with two DHL options, providing 100% transparency on the expected duties, taxes and other fees, before you order:

(i) DHL international shipping costs only

(ii) DHL international shipping costs + the additional duties and taxes for your shipment included upfront

If you choose option (ii) and pay for the duties and taxes upfront, DHL will ensure all of the duties are paid in advance before arriving in your country.  This will also speed up you receiving your goods.

Upon completion of your order, Zonos will charge your credit card for the entire purchase. We will process the order and have the good(s) transported to your international address.

Please be aware that the customer is responsible for payment of all levied taxes, duties and customs charges, which are set by your country’s customs agencies.

 

International Duties and Taxes - Royal Mail

We are not yet able to offer the automated duties, taxes & fees upfront calculation functionality with the Royal Mail mail international shipping option.   This is something we are working on, and hope to add to our checkout process very soon.

In the meantime, if you choose Royal Mail as your shipping options for international shipment, since the duties, taxes and fees vary by country, we are unfortunately unable to provide you with an estimate of these fees.

Therefore, in this case, we urge you to check the rules and costs of your country regarding taxes and duties before placing your order, since you will be responsible for paying any import taxes or duties at the point of import into your own country.

  


 

Packaging - RePack

We at Afterglow believe that the world needs better solutions to single-use packaging. That's why we now offer an alternative.  It's called RePack - reusable and returnable delivery packaging.

RePack is a super simple solution to an ever-growing problem of packaging trash. It simply reduces trash and saves you money… but for this to work, we need your help.

 

How to get RePack delivery?

If your total checkout order basket value is over a certain amount, you will be upgraded automatically to RePack packaging.

Once you received your order, take out the clothes, then simply fold the return flap outside and close the packaging. Drop the RePack bag into your nearest postbox. The return is already paid for. This way we can keep the party going!

That's not all - After returning your RePack you will be rewarded with a voucher. If you choose to use your voucher at Afterglow, your discount will be 10%.  You can also claim your reward at any of the other stores within any RePack using store.

So expect to hear from us soon!

 

How to return the empty RePack

Returning your empty RePack is easy! Turn the attached address label saying "Reply paid" visible on top of the package, close it with the included velcro and drop it into the nearest post box.

 

Click here for more information on how the RePack process works

 

Need to return your purchase instead?

In this case – both the RePack bag, with the purchases need to be returned to Afterglow.

Customer return instructions are inside the packaging. If you did not receive the instructions, please follow these instructions at Afterglow website.

Also, note when closing RePack:

Close the RePack with the velcro and some tape.

Stick the Afterglow return label on the front of the RePack on top of the tape. Use more tape if necessary

 

Important! Please make sure RePack return label is not visible when returning the purchase as this will cause a delay in your return.

 

Packaging for Returns

Any items sold to the customer using the RePack packaging bag, must also be returned back to Afterglow in the same RePack packaging bag.  If the customer does not return any goods in the RePack bag, then the cost of the RePack bag (£3.50) will be deducted from the total return value of the goods.

 

Returns Process

Afterglow returns are super simple and free with Collect+ 

Click here to see our full returns policy.

Click here to process a return.

 


 

Shipping Information - Additional Information

 

Additional Information

  • We are unable to deliver on public holidays, any orders placed on a public holiday will be dispatched the following working day.
  • Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays.
  • We cannot deliver to PO boxes.
  • Due to logistical difficulties in making deliveries to certain remote areas (e.g. Jersey Islands & Guernsey), we reserve the right to cancel your order and make such orders subject to additional Terms & Conditions (e.g. requiring a minimum order value), or to charge an additional one-off shipping fee.
  • You will receive a notification in case of cancellation or in case of difficulties with processing your order shortly after the issue is identified, while we do everything we can to resolve this.
  • In the unlikely event that you do not receive your order after the stated delivery timeframe, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.
  • For DHL Express deliveries, the customer must sign for delivery. However, if the customer is not at home, they will get access to the DHL ‘on demand delivery’ platform, so will therefore have the option to redirect their parcel as they prefer (e.g. to a local service point for collection)

 

Why hasn’t my order shipped?

There are a few reasons that can keep us from being able to ship your order.  Here are a few possible causes:

  • The product(s) you ordered are out of stock.
  • You live in a remote area, and we cannot deliver there.
  • You specified a PO box as your delivery address. Unfortunately, we are not able to deliver to PO boxes, because our deliveries need to be signed upon receipt.
  • A payment issue might have occurred when you placed the order.

 

What should I do if I received the wrong product?

If you placed your order from our online shop and received the wrong product, please contact us and we’ll help you with the return and refund process. If you received a product that's the wrong size, you can also return the product to us and re-order at our Online Shop.

Click here for returns policy

 

If I missed the delivery of my package can I book a redelivery?

Yes, book a re-delivery with either Royal Mail or DHL. You will need the notification card which was left in your letterbox by your carrier.

If you choose to pick up your order from a Royal Mail or DHL pick-up point, make sure you take some proof of identity along with your notification card.

Can’t find a notification card from your carrier? Please contact Royal Mail or DHL as appropriate.