RETURN & EXCHANGE POLICY
We hope you love every piece. If something isn’t right, eligible items can be returned within 14 days of delivery. Choose store credit (restocking fee waived) or a refund to your original payment method (20% restocking fee). Return shipping is the customer’s responsibility for both options.
Made-to-order and final sale items aren’t eligible for return, and requests submitted after the 14-day window can’t be accepted.
What You Can Return
Items must be in original condition with original packaging. Shipping and restocking fees may apply.
Returnable
- Alice Lane Exclusives
- Accessories
- Unused & unwashed bedding
- Books
- Dishes
- Uninstalled, non-customized lighting
- In-stock furniture, rugs & mirrors
- Defective or incorrect items — here’s how to file a claim
Final Sale — Not Returnable
- Non-Alice Lane Exclusives
- Made-to-order furniture, rugs, art & mirrors
- Wallpaper
- Gift cards
- Clearance & final sale items
- Holiday & seasonal merchandise
- Installed lighting fixtures
- Items damaged through normal wear & tear
- Items returned after 14 days
- Items with natural imperfections
Made-to-order and final sale items are clearly marked on the product page before purchase.
Request a Return
Three simple steps from request to refund.
Confirm Eligibility
Make sure your item is on our returnable list and is in original condition with original packaging.
Submit Your Request
Log in to your account, open the order, and click “Request Return.” Choose store credit or original payment for your refund.
Ship It Back
Once approved, we’ll email a prepaid label for standard shipments. Freight items? Our team will arrange pickup.
Returns FAQ
You have 14 days from the date your order is delivered. Requests submitted after that window can’t be accepted.
A flat 20% restocking fee applies to returns refunded back to your original payment method. Choose store credit instead and the fee is waived.
Return shipping is the customer’s responsibility on all eligible returns. Once your return is approved, we’ll email a prepaid label for standard packages; for freight items, our team coordinates pickup directly with you.
Once your return arrives and passes inspection, your refund is issued either back to your original payment method (minus the 20% restocking fee and return shipping) or as Alice Lane store credit (just minus return shipping). Store credit never expires.
Returns travel at your own risk, so please pack carefully — original packaging is ideal. Items that arrive back to us damaged due to inadequate packaging can’t be refunded.
Refusing a delivery on items that aren’t damaged or defective is treated as a return. The 20% restocking fee and return shipping apply, and the remainder is issued as store credit.
Delivery and assembly fees are non-refundable.
If Your Order Arrives Damaged
We are so sorry that your item arrived damaged, defective, or wrong! Please notify our Online Support Team at support@alicelanehome.com within 48 hours of receiving your order to initiate a claim.
To submit a claim, please provide the following:
- Item name and/or order number
- Description of the damage, defect, or issue
- Detailed photos of the affected item
- Photos of the interior and exterior packaging materials
- Confirmation of whether the original packaging is still available
- Your preferred resolution (replacement, repair, or refund, if applicable)
Customers are responsible for carefully inspecting all items upon delivery and documenting any visible damage or missing items on the Proof of Delivery (POD) form before signing. Please do not sign the POD form as “received in good condition” if damage or missing items are present. Claims may be denied if the signed POD indicates that merchandise was received without issue.
Once your claim has been submitted, an Alice Lane representative will contact you within 2–3 business days regarding the next steps.
Disclaimer
Submission of a claim does not guarantee approval or resolution. All claims are subject to review by Alice Lane and, when applicable, the manufacturer or vendor. Alice Lane cannot assume liability or guarantee replacement, repair, or refund until the claim investigation has been completed, and a formal resolution has been provided by the Claims Specialist.
Damage & Defect FAQ
A member of our team will be in touch within 2–3 business days to confirm next steps and the best resolution.
Within 48 hours of receiving your item. The sooner you let us know, the faster we can help.
For updates on a reported issue, please email claims@alicelanehome.com.
Still Have Questions?
We’re here to help.
Our team is happy to walk you through anything that isn’t covered above.