FAQ
When can I expect to receive my order?
If you place your order before 15:00 (GMT+0), we will begin processing it on the same business day. Orders are usually processed within 1–2 business days, after which delivery within the United Kingdom typically takes 5–8 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.
Orders are shipped using Delivered Duty Paid (DDP), meaning no additional import duties or taxes will be charged upon delivery.
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:
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:
Our team will review your request and provide detailed return instructions as well as the return address of our warehouse.
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?
Dear customers, we offer a wide range of secure payment methods. Below is an overview of the accepted payment methods:
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Shop Pay
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Visa
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Mastercard
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American Express
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Apple Pay
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Google Pay
Company Information
Website name: Alice & Mae
Company name: LG Commerce Group
Address:
Deventerstraat 538, 7325XZ, Apeldoorn, The Netherlands
Email: info@aliceandmae-london.com
Phone number: +31 6 44 52 36 27
Contact form: Click here
Company Number: 99890917
Customer Service
Our customer service team is available:
Monday to Friday, 09:00 – 17:00 (GMT+0)
Response time:
Customer service will respond within 24 hours.
