Conditions of Use

Website terms & conditions

1. General
Definitions:
“We”: In the terms below the word “we” will refer to the company Alter Ego UK and the company website www.aelingerie.com. Alter Ego UK is the trade name of; Laura Kortum. Our business address is:
Alter Ego UK
PO Box 490
Hounslow, Middlesex
TW3 9JS

You can reach us on the following contact number: 07517134025. Or alternately email us at .
“You”: The word “you” refers to the visitor/customer using this website, ordering from it and reading these terms and conditions.

By using this website and/ or placing orders with us, you agree to the terms and conditions as outlined below. We may choose to amend/ change these terms as and when we feel fit. We do not need to notify our visitors or customers in advance of any such change unless it directly affects an existing order that was already placed before the change of terms and conditions came into effect. It is the visitor’s/customer’s responsibility to read these terms and conditions and only continue using our site and service if they agree to them.

2. Ordering
2.1 Orders
Please note that we do not automatically accept your order. After ordering you receive a confirmation email that we are processing the order, but it is our discretion whether we will accept the order. (see possible reasons for rejecting orders below)
Charges will be made to you at the moment you place the order, but should we decide, for whatever reason, not to accept the order you will be refunded the entire amount immediately.

Rejecting orders:
We may decide to reject orders based on the following:
- Incorrect information shown to you prior to ordering; We try to take the utmost care to correctly mention the price of each item shown on our website. Should we find that the price/description/any other information regarding the product(s) ordered by you was incorrect, we will contact you regarding this and you may decide if you want to continue with the order. If not we will refund the entire amount you paid.
- Also, we try to only have items available for order that are in stock. If an item is out of stock, we will keep you informed about how long it should approximately take before the item can be delivered to you. If you do not wish to wait, you may choose to cancel the order and we will refund your entire payment.
- Delivery problems; should we have your contact details on file regarding previous delivery problems (nobody accepted the deliveries, address turned out incorrect, etc.) we may decide that we want to reject the order to prevent further problems. We will contact you regarding this and refund the entire payment.
Once we accept your order, we will send you an email containing (if available) the delivery details of the order including the tracking number as provided by Royal Mail / the courier company.

2.2 Products
The products shown here are described best as possible and (in most cases) displayed with photographs as provided by the manufacturer of the product. We do not manufacture any of the products offered for sale on this website ourselves. Any warranty claim, should it apply, would be dealt with by the manufacturer of the product, although we will assist you every step of the way.

2.3 Payments
You may pay for your order by credit card using our online payment portal (provided by Nochex). You may pay by Mastercard, Visa, Switch, Solo, Maestro, Visa Electron and Visa Debit (Delta). Additionally you may pay with your Nochex personal account.

We will not charge you other than for the order you submit, should you suspect that any unjustified charges have been made by us, please contact us and we will try to sort things out for you.

Fraud:
If you believe somebody else has used your payment card or payment service (Nochex) without your consent to order something off our website, please let us know as soon as possible and we will make sure to investigate the matter.

2.4 Shipping
At the moment we only ship to UK Addresses! We offer the following shipping methods for your orders. Once an order is placed we will decide which to use:
1. Royal Mail
2. A courier company like DHL or FedEx, etc.
Correct contact/address details:
It is your responsibility to ensure that your address & contact details are accurate. Please note that for our delivery services, someone has to be present at the specified address to take delivery of the order and sign for it. Should nobody be present at the time of delivery, a note will be left by the courier company detailing how the parcel can be picked up from the local depot or how to arrange for redelivery. If nobody contacts the local depot and delivery fails repeatedly, the item will be sent back to us after 7 days. In this case we will contact you regarding your order and confirm if you still want it or if the delivery address is correct.
In case we find an error in the specified address, we can resend the item to the correct address at an extra charge.

Should the courier company or Royal Mail return the order back to us because the item could not be delivered and nobody responded to the notice slip within a specified period (7 days for Royal Mail shipments), we will try to contact you to arrange redelivery. However we will have to invoice for the additional shipping charge incurred by us.

If we cannot contact the customer regarding their order and we do not hear anything back for 1 month, we will refund the cost of the order minus the delivery charges already incurred by us. If delivery problems arise repeatedly with the same delivery address we may choose not to accept orders with the same address in the future.

Duty & Customs:
When delivery has to take place outside of the EU, customs charges may apply. The customer agrees to cover any customs charges or import duties him/herself if the need should arise. We are not aware of customs regulations for countries outside the EU and only accept orders if it is clear the customer is fully aware of any regulations relating to deliveries to his/her country as mentioned in the delivery address. We will NOT refund payments for orders that were dispatched by us but were never delivered to overseas customers due to: parcels getting lost in transit, parcels being held / confiscated by customs.

Lost parcels:
Should your order never arrive, please contact us regarding this problem. Although we aim to track every order to ensure it has reached its destination, this may not always be possible. If after 1 month of receiving your tracking number the order has not yet reached you, please let us know and we will sort things out for you. All parcels are insured so the courier company will refund their value if they lost the order. However, in the meanwhile if you want a replacement for the order, you should place the order as usual including making a payment again until we can get the refund sorted out for you.

Unlike popular belief, very few parcels get lost every year. Statistically speaking 99.9% of all parcels reach their destination without problems (providing the delivery address was correct). So it is safe to say that you need not worry too much about the courier company losing your order.

3. Returning & cancelling orders
3.1 Returning a faulty product
Should you find that a product you ordered was faulty/damaged on arrival, or you have accidentally been sent the wrong item, you should notify us by email and return it to us on the following address:

Alter Ego UK
PO Box 490
Hounslow, Middlesex
TW3 9JS

For faulty products we will refund the price of the item and the shipping charge paid for it; in case only part of an order needs to be refunded for, we will refund the proportion of the shipping charge paid for the faulty product. We will also refund the postal charges you paid for returning the item to us. Should you want a replacement, instead of refunding the cost, we will send you a replacement product without further charge.
Should an item become faulty due to misuse or negligence on the customer’s part, we will not offer a refund. This includes but is not limited to products being exposed to water where it is not explicitly mentioned on the product or in the product description that it is waterproof/water resistant.
We will not be responsible for any damage/harm caused by the products we sell, instead claims should be made to the manufacturer of the product or the legal representative of the same company in the UK, should they have one.

3.2 Cancellations
Cancellations can be made within 24 hours of placing the order. If you change your mind during these 24 hours, you may cancel the order and receive a full refund of the amount paid.
Should you decide after receiving your order that you do not want it after all, you have a “cooling off period” of 7 days from the day you received it to cancel your order and return it to us (unopened, unused and with all appropriate tags still on the product see * for exceptions). You are required to notify us of any cancellation; i.e. not just sending the product back to us without previous notice. It is your duty to make sure the cancelled order reaches us as soon as possible but no later than 21 days after you cancelled the order. It is also your duty to take reasonable care of the order and ensure it does not get damaged while it is under your care. We will NOT refund your payment unless we receive the order back in reasonably good (unopened /unused /undamaged) condition.
We will refund you the cost of the product. Because of the cost involved for us, we cannot offer a refund on the delivery charges of the order.
* Exceptions: Due to Hygiene issues, we do NOT offer refunds on any (sets including) briefs/panties/swim wear/other lowers worn directly on the skin. Please ensure that you are ordering the correct size beforehand and if you are not sure, contact us before returning any such goods to us. This does not affect your statutory rights. Also, we will not refund or replace items that have been worn or soiled. We require that for cancellations we should be able to resell the returned items as they are, unworn, in original packaging and with the tags still attached. If this is not the case we will NOT refund your money!

3.3 Refunds
Any refunds made from our side will be processed within the legally allowed limit of 30 days. However, we will try our best to refund you any owed money as soon as possible.

4. Content
4.1 Website content published by us or our representatives
All content on this website is our intellectual property , unless mentioned otherwise, and may not be used / published anywhere without our explicit written consent. If you would like to use any graphics or articles that can be found on our website, please contact us if we can work something out. We may decide to allow use of articles on other websites if credit is given to us and a link is provided to our homepage; however, in all cases we MUST be contacted for approval first!

We take the utmost care to make sure the content on our website is 100% original and unique, or has been used with the creator’s/author’s consent. Should you find content on our website that belongs to somebody else, please contact us to resolve the issue.

Although we will moderate interactive features of our website such as any message board / review feature, we cannot be held responsible for content posted by visitors of this website. If you find content on the website which does not conform to our terms & conditions as outlined in section 4.2, please let us know and we will remove it.

4.2 Website content published by visitors and third parties
Visitors of our website may choose to submit content such as reviews or leave messages / comments on our message board. We do not allow posting content of the following types:
1. Offensive to other people
2. Racist or otherwise discriminating / inspiring hate against certain groups of people
3. Content taken from other websites/sources without the consent of the original creator/author
4. Otherwise unacceptable to us

Any content such as described above will be removed without notice and without need for justification from us.
Content submitted to us during any contest will become our intellectual property from the moment it was submitted and we reserve the right to use it as we please.