Contact Us

Contact Alder & Rose

We aim to make contacting Alder & Rose as straightforward as the clothes we sell. Every enquiry — order, return, press, wholesale or editorial — is answered by a member of our customer care team based in the United Kingdom. We do not use chatbots for substantive replies and we do not outsource customer correspondence.

Customer Care

Email: contact@alderandrose.shop
Hours: Monday to Friday, 09:00–18:00 GMT/BST (excluding English bank holidays)
Response time: within 1–2 working days of receipt.

If you have written to us and not received a reply within 48 working hours, please resend your message with the subject line beginning “Escalation –” and we will prioritise it for review by a senior member of the team.

Order Enquiries

To help us resolve order questions on the first reply, please include the following in your email:

  • Your full name (as it appears on the order)
  • Your order number (e.g. HH-1042), found in your order-confirmation email
  • The email address used at checkout, if different from the one writing in
  • A short summary of the issue (delivery question, sizing query, change of address)

For shipping timeframes, tracking and customs guidance, please consult our Shipping & Delivery page before writing in — many questions are answered there.

Returns Enquiries

Returns are handled through our online returns process. Full instructions, eligibility and timelines are set out on the Returns & Exchanges page, with monetary aspects covered in our Refund Policy. To begin a return or exchange, email contact@alderandrose.shop with the subject line “RMA request – [order number]” and we will issue a return authorisation and the correct return address (returns are not sent to our registered office).

Faulty Product Reporting

If a garment arrives faulty or develops a manufacturing defect, please report it within seven (7) days of receipt by emailing contact@alderandrose.shop with the subject line “Faulty item – [order number]”. Please attach two or three clear photographs showing the fault, the relevant care label and the garment overall. Your statutory rights under the Consumer Rights Act 2015 are unaffected by this internal timing — these steps simply help us investigate the cause with our maker.

Press & Wholesale

Press, editorial and partnerships — for samples, image libraries, interview requests and feature commissioning, please write to contact@alderandrose.shop with the subject line beginning “Press –”. A media kit, including high-resolution lookbook imagery and brand background, is available on request.

Wholesale and stockist enquiries — Alder & Rose works with a small number of selected multi-brand retailers. Wholesale enquiries should be sent to the same address with the subject line beginning “Wholesale –”, including your trading name, location, established brands carried and a brief description of the store.

Editorial collaborations and creative partnerships are reviewed individually; please include a short proposal and any relevant references.

Complaints Procedure

If something has gone wrong, we want to hear about it. Our complaints procedure has three tiers:

  • Tier 1 — Customer Service. Email contact@alderandrose.shop with the subject line “Complaint –”. We will acknowledge within one working day and aim to resolve within five working days.
  • Tier 2 — Management Review. If the response at tier 1 has not resolved your complaint, ask for it to be escalated to management. A senior reviewer will respond within ten working days with a final position.
  • Tier 3 — Independent Resolution. If you remain dissatisfied, you may refer the complaint to a certified Alternative Dispute Resolution (ADR) provider, to the Online Dispute Resolution platform of the European Commission at ec.europa.eu/consumers/odr, or to your local Trading Standards service via Citizens Advice on 0808 223 1133. We agree to engage in good faith with any properly notified ADR process.

Registered Office (Legal Correspondence Only)

Formal legal correspondence — for example service of process or regulatory notices — should be addressed to our registered office:

  • MV EDUCATION LTD (trading as Alder & Rose)
  • 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
  • Companies House registration number 17028593

Please do not send returns to this address. Returns dispatched to the registered office cannot be processed and will not be eligible for refund. The correct returns address is issued with each Return Merchandise Authorisation (RMA).

Press Kit & Media Contact

A current press kit — including a brand fact sheet, founder background, lookbook imagery and high-resolution product photography — is available on request to accredited journalists, stylists and editors. Please email contact@alderandrose.shop with the subject line “Press kit request” and a short note describing the publication and the feature.

Social Media

You are welcome to engage with us on our social channels for inspiration, lookbook imagery and editorial content. However, we do not handle order-specific or confidential matters via direct message on any platform. For anything involving an order number, personal details, payment information or a complaint, please write to contact@alderandrose.shop so that we can respond securely and on the record.

Anti-Phishing Reminder

Alder & Rose will never ask you, by email or social media, for your account password, your full payment-card number, your card’s CVV/CVC, or your online-banking credentials. Legitimate emails from us come from the @alderandrose.shop domain. If you receive a suspicious message claiming to be from us, please do not click any links and forward it to contact@alderandrose.shop for investigation. Further detail on data handling is set out in our Privacy Policy.