FAQ — Alice & Mae
When can I expect to receive my order?
If you place your order before 22:00 (GMT+0), we will begin processing it on the same business day. Orders are usually processed within 1–2 business days (Monday–Friday).
Our products are carefully packed and shipped directly from our selected manufacturers in China to your doorstep in the United Kingdom. Delivery typically takes 5–8 business days after dispatch. The total estimated delivery time from order to delivery is 6–10 business days.
Once your order has been dispatched, you will receive a confirmation email with your tracking number, allowing you to follow the status of your shipment at any time.
Which countries do you deliver to and what are the shipping costs?
We currently deliver within the United Kingdom and offer free standard shipping on all orders, with no minimum purchase required.
All orders are shipped using Delivered Duty Paid (DDP), meaning no additional import duties, customs charges, or taxes will be charged upon delivery. The price you see at checkout is the price you pay.
The estimated delivery time has passed. What is the status of my order?
We apologise for any delays that may occur due to factors outside our control, such as public holidays, customs inspections, or high seasonal demand.
If your order has not arrived within the estimated delivery window, please allow an additional 3 business days before contacting our customer support team at: info@aliceandmae-london.com
I would like to return an item. What should I do?
If you would like to return an item, please contact us within 30 days of delivery at: info@aliceandmae-london.com
Our team will review your request and provide you with specific return instructions. Returns are sent to our warehouse and returns centre in Shenzhen, China (see the full address in the Company Information section below).
Returned items must be in their original condition — unused, undamaged, with all tags attached and in the original packaging.
Unless the item is defective or incorrect, the customer is responsible for return shipping costs.
Once your return has been received and inspected, we will issue your refund to the original payment method within up to 10 business days, and confirm this via email.
What payment methods do you accept?
We accept the following secure payment methods:
- Shop Pay
- Visa
- Mastercard
- Maestro
- American Express
- Apple Pay
- Google Pay
All transactions are processed securely. Your payment information is never stored on our servers.
Company Information
Website name: Alice & Mae
Company name: Golo Group Limited
Company number: 79831933
Address: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central Hong Kong Customer service: info@aliceandmae-london.com
Phone: +44 7916 696755
Customer service hours: Monday to Friday, 09:00 – 17:00 (GMT+0)
We aim to respond within 24 hours.
Warehouse and returns centre: 2nd Floor, Building #16, Jiewei Industrial Park, Pingxin North Road, Pinghu, Longgang, Shenzhen, China 518111