Return & Refund Policy
Return & Refund Policy
Important Information
Return window: 30 days from delivery
Return address: Shenzhen, China (main warehouse)
Processing time: Up to 10 days for refunds to be completed
Replacement costs: None
Return cost: Customer pays return postage (except for defective or incorrect items)
Return Process
Need to return an item?
Please contact us within 30 days of receiving your order at:
to initiate your return.
Items must be returned in their original condition — unused, undamaged, with all tags attached and in the original packaging.
Once your return request has been approved, we will send you detailed return instructions along with the return address of our main warehouse.
The warehouse return address will be provided after your return request has been approved.
We recommend using a tracked shipping service to ensure safe delivery, as customers remain responsible for parcels until they are received at our warehouse.
Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.
No restocking fees apply. Refunds are processed once the returned item has been inspected and approved at our warehouse.
Refunds
Once we receive your returned package, you will receive a confirmation email.
Refunds are issued to the original payment method within up to 10 business days after the returned item has been received and inspected at our warehouse.
You will be notified once your refund has been processed.
Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us within 24 hours of receipt at:
Please include:
-
your order number
-
photos of the item
-
a short description of the issue
For defective or incorrect items, you will receive a full refund — no return shipping required.
We will confirm the issue and process your refund as quickly as possible.
Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
Please ensure your request is made before your order has been processed or dispatched.
Exchanges
If you would like to exchange an item, please contact our customer service team at:
for assistance and return instructions.
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.
