Our Customer Service Advisors are happy to help if your query is not answered below, simply call 0800 169 6685.

Do I have to order online?

Ordering over the internet with Allersafe is the safest and most secure method of paying and therefore we prefer to accept orders placed online. We use Protx as our payment partner to ensure the highest levels of online payment security. We will also accept orders by telephone and you can call our Customer Services Team on 0800 169 6685 who will be happy to process your order.

Do you sell gift vouchers?

Unfortunately we do not currently sell gift vouchers.

Do you deliver to my country?

We deliver to mainland UK, Northern Ireland and the Republic of Ireland. We are currently unable to deliver to other countries outside the UK.

Which courier company do you use?

We use DHL for all of our deliveries within the UK. This is to ensure we can use their track and trace facility to guarantee delivery times and be able to assist with any order enquiries.

Do you deliver to freight forwarders?

Unfortunately, we do not deliver to freight forwarders. The reason for this is that we are unable to guarantee onward delivery of your order from your nominated freight forwarder. We would be unable to track your order and assist you in the eventuality that your order was lost.

Can I pick up my order from your warehouse?

Unfortunately it is not possible to pick up orders from our warehouse.

Can you leave the delivery at an agreed hiding place?

All orders require a signature, so we are unable to leave your order in a safe place.

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods.

I need more information about a product

We include as much information as possible about the product on our website. Clicking on the product from the main category page, will deliver additional information about each product and a more detailed series of images. If you need more detailed information than we provide on our website, please Contact Us with your query and we will endeavour to answer your question as quickly as possible.

I'm having trouble with my basket

The most common resolution for this problem is to delete the cookies on your PC and try again. To do this, please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems. Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared. If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using only the links within the Allersafe website. Do not use your 'back' button, or any other button on your browser if you can help it. If these problems persist please click here to contact us

I'm getting lots of pop-up ads when viewing your site

Allersafe does not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known as spyware and we recommend removing it by using a tool such as Ad-aware, which is available to download online.

Can I change my order?

Once your order has been confirmed, it may be possible to change your order, by calling our Customer Service Team on 0800 169 6685. If your order has already been dispatched, it will not be possible to change your order, however the 7 day Cooling-off period will apply. For more details, please read our Returns Policy.

Can you confirm you've received my return?

Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.
Please note that when we process a refund or exchange we will email you confirmation of the refund, or send you your replacement. Please therefore do not contact us until at least 5 working days have passed since we received your return.
If it has been more than 5 working days since we received your return please click here to contact us

'You haven't replied to my query'

It is our policy to endeavour to respond to all customer enquiries within three working days. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Service Team within 5 working days, please click here to contact us stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

Can I track my order?

All orders are confirmed to you by email, containing the track and trace number you will require to follow up your order. Details of how to do this are also detailed in the confirmation email. Should you have any further queries, please do not hesitate to contact our Customer Service Team on 0800 169 6685. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.

I need to return an item

If you are not happy with your purchase for any reason, you can return it to us and we will refund you with the amount paid for that item less any reductions which may be applicable.

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel your order for any item purchased from the Allersafe website, for a full refund. Order cancellations must be made via the ‘Contact Us' section of our website, quoting your order number, within 7 working days of the day after your received the goods.

If your order has already been processed, you will have to return the order to our distribution centre. Returns must be unused, free from defects and returned in their original packaging.

For more details, including the returns address, please refer to our Returns Policy

Faulty item

If the item you received is faulty, please click here to contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.  Alternatively please call 0800 169 6685.

Can I return my goods in person to your Warehouse?

Unfortunately, for security purposes, we are unable to accept any orders returned in person to our Warehouse.

Do I have to pay for return postage?

If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty, please click here to contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Why have you not refunded the delivery charge?

Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.

Corporate Enquiries
IMPORTANT: Customer Service enquiries will not be answered. The following email address is for Corporate Enquiries only:
info@allersafe.co.uk
If you require Customer Services, please use the Contact Us form on the Allersafe website.