Terms of service
Terms and Conditions
Last updated: 4 April 2026
1. About us
"Alice & Mae" is the trading name of Golo Group Limited.
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)
Our products are sourced from carefully selected manufacturers in China and shipped directly to you in the United Kingdom.
2. Definitions
In these Terms and Conditions:
- "We", "us", "our" refers to Alice & Mae / Golo Group Limited.
- "You", "your" refers to the customer or visitor of our website.
- "Products" refers to the items available for purchase on our website.
- "Contract" refers to the agreement between you and us for the purchase of products.
- "Website" refers to aliceandmae-london.com.
3. Applicability
These Terms and Conditions apply to all orders placed through our website. By placing an order, you confirm that you accept these Terms and that you are at least 18 years of age.
We reserve the right to update these Terms at any time. The version in effect at the time of your order will apply to that transaction.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
4. Your statutory rights
Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For more information about your rights, visit www.citizensadvice.org.uk.
5. Products and descriptions
We make every effort to ensure that product descriptions, images and specifications on our website are accurate. However, product images are for illustration purposes only and may show minor colour variations due to screen settings. This does not affect your statutory rights if a product does not match its description.
6. Pricing and payment
All prices displayed on our website are in British Pounds (GBP) and include VAT where applicable.
We accept the following payment methods: Visa, Mastercard, Maestro, American Express, Apple Pay and Google Pay. All payments are processed securely.
We reserve the right to change prices at any time, but changes will not affect orders that have already been confirmed.
7. Orders and contract formation
When you place an order, you are making an offer to purchase. We will send you an order confirmation by email. The contract between you and us is formed when your order has been dispatched and you receive a dispatch confirmation email.
We reserve the right to refuse or cancel any order at our discretion, for example if a product is unavailable or if we identify an error in pricing or product description. If we cancel your order, you will receive a full refund.
8. Shipping and delivery
We offer free standard shipping on all orders within the United Kingdom. All orders are shipped Delivered Duty Paid (DDP), meaning no additional customs duties or import fees will be charged upon delivery.
Orders placed before 22:00 (GMT+0), Monday to Friday, are processed within 1–2 business days. Delivery within the United Kingdom 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 a tracking number. Delivery times are estimates and are not guaranteed. We are not liable for delays caused by the shipping carrier, customs or other circumstances beyond our control.
If your order has not arrived within 15 business days of dispatch, please contact our customer service team.
9. Right of withdrawal (cooling-off period)
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.
To exercise your right of withdrawal, you must inform us by email at info@aliceandmae-london.com within the 14-day period. You may use the following wording, though it is not required:
"I hereby give notice that I cancel my contract for the sale of the following goods: [product name/description], ordered on [date], received on [date]. Customer name and address."
Once cancellation has been confirmed, you must return the goods within 14 days at your own cost. Items must be unused, in their original condition, with all tags attached and in the original packaging.
As our products are shipped directly from our manufacturers in China, returns are to be sent to our returns centre: 2nd Floor, Building #16, Jiewei Industrial Park, Pingxin North Road, Pinghu, Longgang, Shenzhen, China 518111
Please contact our customer service team before sending any return, so we can provide you with specific instructions.
We will process your refund within 14 days of receiving the returned goods or proof of return shipment, whichever is earlier. The refund will be issued to your original payment method. We do not charge a restocking or processing fee. Return shipping costs are the responsibility of the customer.
10. Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Products made to your specification or clearly personalised.
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed after delivery.
11. Refunds
If you are entitled to a refund, it will be processed to your original payment method within 14 days of us receiving your returned goods. Please note that your bank or payment provider may take additional time to process the refund to your account.
If you received a defective or incorrect product, please contact us immediately. In such cases, we will cover the cost of return shipping and offer a replacement or full refund.
12. Product quality and your rights
Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described. If you receive a product that does not meet these standards, you are entitled to the following remedies:
- Within 30 days of delivery: you are entitled to a full refund.
- After 30 days but within 6 months: we will offer a repair or replacement. If this is not possible, you are entitled to a full refund.
- After 6 months: you may still be entitled to a repair, replacement, or partial refund, though you may need to demonstrate that the fault was present at the time of delivery.
These rights are in addition to, and do not replace, your right of withdrawal under Section 9 of these Terms.
13. Our liability
We do not exclude or limit our liability for:
- Death or personal injury caused by our negligence.
- Fraud or fraudulent misrepresentation.
- Any breach of the terms implied by the Consumer Rights Act 2015.
Subject to the above, our total liability to you in respect of any loss or damage arising from or in connection with the contract shall not exceed the total amount paid by you for the relevant order.
We are not liable for any indirect or consequential losses, including but not limited to loss of profit, loss of data, or loss of opportunity.
14. Intellectual property
All content on this website, including text, graphics, logos, images, and software, is the property of Alice & Mae or its content suppliers and is protected by applicable intellectual property laws. You may not reproduce, distribute, or use any content from this website without our prior written consent.
15. Use of our website
You agree not to use our website for any unlawful purpose or in any way that could damage, disable, or impair the website. You must not attempt to gain unauthorised access to any part of the website, the server on which it is hosted, or any connected systems.
You must not transmit any viruses, malicious code, or harmful technology through our website.
16. Data protection and privacy
We process your personal data in accordance with UK GDPR (the UK General Data Protection Regulation) and the Data Protection Act 2018. For full details on how we collect, use, and protect your data, please refer to our Privacy Policy.
17. Third-party services
Our website is hosted on Shopify Inc., which provides the e-commerce platform that enables us to operate our online shop. Your data may be stored and processed through Shopify's data storage systems and databases. By using our website, you acknowledge that Shopify's own terms and privacy policies apply to their services.
18. Governing law and disputes
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If you have a complaint, please contact us first at info@aliceandmae-london.com. We will do our best to resolve the issue directly. If we are unable to reach a resolution, you may be able to use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr, though please note that we are not obliged to participate in alternative dispute resolution.
19. Changes to these Terms
We may revise these Terms and Conditions from time to time. The revised version will apply to orders placed after the date of publication on our website. We encourage you to review this page periodically.
20. Contact us
If you have any questions about these Terms and Conditions, please contact us:
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)
Warehouse and returns centre: 2nd Floor, Building #16, Jiewei Industrial Park, Pingxin North Road, Pinghu, Longgang, Shenzhen, China 518111