RETURNS

Returns

If you wish to return an item you must email us at info@alceshop.com to notify us within 7 days of receiving your order with a reason for the return. We will send you an email with a returns number. We are happy to offer you an exchange or a refund for the returned goods.

All returned items must be sent to us within 14 days of receiving the items, with all labels intact and in the same condition that they were dispatched to you in. If the goods are not returned in their original condition, if any items have been worn, or if any labels have been removed we reserve the right to return this to the customer and insist on payment.

We accept in-store returns for your convenience.

In the event that you are using a postal carrier to return the goods then all costs associated with the return will be your responsibility. We recommend that you send returns by recorded delivery and that you retain proof of postage. All goods returned to us by carrier should be returned in their original packaging to ensure they are protected during transit. Please allow enough time for your return to reach us. Any returns received outside of the above timeframes will not be accepted and will be returned to the customer.

We are unable to accept returns on pierced earrings.

Goods should be returned to:

ALC
61 Thistle Street
Edinburgh
EH2 1DY

Refunds

You will be notified by email once we have received the returned goods and processed the refund. Please note that only the cost of the goods purchased will be refunded, and we will not refund any postage costs paid by the customer.

Card refunds can take up to 10 working days to be processed by your bank and this depends on your method of payment. The refund amount will be credited to the original purchaser’s payment card.  As PayPal/Amazon Pay and Apple Pay are online-only we can refund your account only if you return your item to us via postal carrier.

Exchanges

Exchanges can only be offered for a different size in the item being returned. We cannot offer exchanges with other styles. Exchanges will be subject to stock availability at the time. If you would like an exchange please make this clear when you email us, so that we can do our best to secure the replacement item for you.

Returns for in-store purchases

If you purchase an item from our boutique on Thistle Street we can offer you an exchange or a credit note if the item is returned within 14 days of purchase.

Christmas Returns

During the festive period we may extend our returns policy. Please contact us at info@alceshop.com for more information.

Help

If you require any help with your return or are unsure of our guidelines please email us at info@alceshop.com or call us on +44 (0)131 226 2317 (Monday – Saturday 10am – 6pm). At present we are closed on Sundays.

We will endeavour to respond to all emails on the same day or next working day*. If you have not received your returns number or had a response from us within 3 working days of contacting us please call +44 (0)131 226 2317 to speak to a member of the team.

*Please note that ‘working days’ does not include any bank or public holiday.

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