Refund policy
Return & Refund Policy
Important Information
Return window: 30 days from delivery
Return address: 2nd Floor, Building #16, Jiewei Industrial Park,
Pingxin North Road, Pinghu, Longgang,
Shenzhen, China 518111
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. Returns are sent to our warehouse and returns centre at: 2nd Floor, Building #16, Jiewei Industrial Park, Pingxin North Road, Pinghu, Longgang, Shenzhen, China 518111.
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.
Your Statutory Rights
Nothing in this Return and Refund Policy affects your statutory rights under UK law.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. This right exists alongside our 30-day return policy described above, and you may rely on whichever protection is most favourable to you in your situation. The customer is responsible for the direct costs of returning the goods when exercising this statutory right. To exercise this right, please contact us at: info@aliceandmae-london.com
Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described. If a product is faulty or does not match its description, you are entitled to the following remedies:
Within 30 days of delivery: a full refund.
After 30 days but within 6 months: a repair or replacement. If this is not possible, a full refund.
After 6 months: a repair, replacement, or partial refund (you may need to demonstrate that the fault was present at the time of delivery).
For more information about your consumer rights, visit www.citizensadvice.org.uk
Model Cancellation Form
(Complete and return this form only if you wish to cancel the contract)
To: Alice & Mae, operated by Golo Group Limited, Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong. Email: info@aliceandmae-london.com
I hereby give notice that I cancel my contract of sale of the following goods:
Order number: ____________
Ordered on: ____________ / Received on: ____________
Name of consumer: ____________
Address of consumer: ____________
Signature of consumer (only if this form is sent on paper): ____________
Date: ____________
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