Delivery

COVID-19. DELIVERY UPDATE

In light of the uncertainty with the ongoing COVID-19 (coronavirus), we want to reassure all our customers that we are taking all necessary steps to follow the World Health Organisation and local authorities’ guidelines. Our priority is the safety of our customers and team.

Packing. Our warehouse is operating in line with advice from the World Health Organisation and the local authorities. Our warehouse team are amazing and constantly make sure that all appropriate health and hygiene standards are adhered to. All products and parcels are disinfected and handled with the correct protective gear. They are running a skeleton team so that they can isolate correctly. As well as the heightened clean routine, the team dedicates the last part each day to deep cleaning.  

Deliveries. We are working very closely with our shipping partners and aim at making sure that all appropriate health and hygiene standards are adhered to. 

A number of countries continue to close their borders. These closures relate to the movement of people not goods. We continue to provide a service to all countries however delays are expected due to the countries authorities applying special orders e.g. quarantine; or special measures being implemented by the local postal/delivery service to minimise the spread of the virus. Find out your more information here. Our additional partner, Global-E & DHL, have their coronavirus updates here.

We will continue to do our utmost to keep you updated and to serve our customers to the highest delivery standard possible, throughout this entire period.

Sending our thoughts and love to all those affected. - Alice & Ed x 

DELIVERY

UK - Next day delivery on orders placed before 2pm, £5
UK - 3-5 day delivery, Free
UK - Saturday delivery pre noon, on orders placed before 2pm on Friday, £15.
EU 2-3 business days via DHL*
ROW 2-3 business days via DHL*

International shipping rates vary and will be calculated at checkout. 

UK Delivery

Free delivery is available via Royal Mail for the UK. Delivery will take between 3-5 days. If you need your order to arrive the next day, or would like a Saturday delivery within the UK we offer Next Day Delivery (£5) and Saturday Delivery Pre 12pm (£15). The cut off time for next day delivery is 2pm Monday – Friday and the cut off time for Saturday delivery is 2pm Friday. Shipping choices are available at checkout.

For information on UK returns please refer to our Return Page.

International Delivery

This information is relevant for deliveries made outside the UK. We have partnered with Global-e, a third-party service acting as your seller-on-record, so you can buy and ship your Alice Made This products securely and efficiently to over 100 destinations worldwide. When you buy your Alice Made This products from Global-e, you will see that your payment method is charged by **Global-e//Alice Made This **, and the purchase is subject to Terms and Conditions and Privacy Policy (which is clearly presented in checkout before you place the order).

By selecting your country in the header, you can browse and pay for our products in your local currency. At the checkout, we offer a range of payment methods and languages, and if your order is liable for your country's local import taxes, we can take this payment up front to guarantee no hold ups at customs and no duties and taxes to pay when your goods arrive. 

For more information or if you require assistance please visit the Global-e help center https://service.global-e.com/ or of course you can call Alice Made This on +44 778 2299871 or email us hello@alicemadethis.com

You can contact Global-e at service@global-e.com or send them a letter to 45 Leather Lane, London, EC1N 7TJ, UK.

For information on International returns please refer to our Returns Page

Please note:

  • Order cut-off times are provided as guidelines only, and do not consider possible delays caused by payment authorization.
  • Estimated delivery times are to be used as a guide only and commence from the date of dispatch.
  • If you have placed a special order this may take longer.
    Please allow an additional 5 working days for delivery of standard engraved items.
  • We are not responsible for any delays caused by destination customs clearance processes.
  • We are unable to redirect orders once items have been dispatched.
  • All orders require a signature upon receipt.
  • If you have any questions please don’t hesitate to email hello@alicemadethis.com

RETURNS

Returns Policy

We hope you will love your Alice Made This pieces, but if you are unhappy with our products or they are just ‘not quite right’ (unless they are sale items or they have been made bespoke to you) they can be returned for exchange or refund by following our guidelines below:

UK Returns

  1. Please visit our UK returns portal at http://www.royalmail.com/track-my-return/create/3425. Follow the instructions and print of the label. 
  2. Products need to be received by our warehouse within 28 days of purchase
  3. Products should be returned unworn and packaged as per the original order.
  4. Please include the original packing slip in your return package, so we can identify the return quickly and efficiently. If your product was a gift, please include the name of the purchaser in all correspondences. This will ensure that there are no further delays in processing the return.

International Returns

For all International returns please use our international returns site, which you can find here. Please follow our guidelines below:

  1. Please visit our International returns portal at https://web.global-e.com/Returns/portal Follow the instructions and print of the label. 
  2. Products need to be received by our warehouse within 28 days of purchase. 
  3. Products should be returned unworn and packaged as per the original order.
  1. Please include the original packing slip in your return package, so we can identify the return quickly and efficiently. If your product was a gift, please include the name of the purchaser in all correspondences. This will ensure that there are no further delays in processing the return.

Please know that any international customs, duties and taxes paid at checkout or on receipt of products are not refundable and you will be refunded the product cost only.

Exchange

Subject to stock availability, we will exchange eligible products that are returned according to our guidelines above. The new product(s) will be shipped to you after the returned product(s) has been received and checked by us. In cases where we are unable to provide an exchange, we can offer a credit.

Refund

If you wish to receive a refund for returned products, eligible products need to be returned according to our guidelines above. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. I’m afraid that this is outside of our control. Shipping fees are not able to be refunded.

Faulty Products 

We care enormously about our customer service and we make every effort to check your products thoroughly for any faults before dispatching them to you. All products returned as faulty will be inspected on receipt. We will always replace a faulty product if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.

If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card, to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please know that refunds can take up to 30 days and are subject to regulations.

Sale

Please note that all sales of sale items (those displaying a reduced price) are final. No exchange, credit note or refund will be offered against sale purchases and the conditions set out above will not apply.

Made to Order Products

Please note that we are unable to refund or exchange products that are ‘made to order’. These products have been made bespoke to you and are therefore final. Unless your product is faulty, no exchange, credit note or refund will be possible and the conditions set out above do not apply.

Engraved or Personalised Products

Please note that we are unable to refund or exchange products that have been engraved or personalised. These products have been made bespoke to you and are therefore final. Unless your product is faulty, no exchange, credit note or refund will be possible and the conditions set out above do not apply.

Payments

We accept all major payments both national and local. For all international orders, we have partnered with Global-e to provide localised currency and payment options. You will find the localised payment options in the checkout.