How Can We Help?

Log in to your Alice Lane customer portal to track your order, view order history, and manage your account. Don’t have an account? You can create one here.

Our team is happy to help! Reach us by phone at (800) 423-7757 or by email at support@alicelanehome.com. For claims, contact claims@alicelanehome.com.

Calling about something specific? Choose: option 0 — online customer support · option 1 — showroom · option 2 — Home Furnishing Design, new inquiries · option 3 — Home Furnishing Design, current clients · option 4 — To The Trade (trade@alicelanehome.com) · option 5 — claims · option 6 — Interior Design Center · option 7 — purchasing · option 8 — accounting (invoices@alicelanehome.com) · option 9 — warehouse.

Dear Alice Podcast: dearalice@alicelanehome.com. Marketing: marketing@alicelanehome.com.

123 Ikea Way, Draper, UT 84020.

We serve design clients nationwide and ship across the 48 contiguous United States.

2111 West Center Street, Unit 1, Springville, UT 84663

Visit our showroom in Draper to shop our curated collection in person. We’d love to see you! Stop by and let us help you find the perfect piece.

Love our showroom paint? Walls: Benjamin Moore Baby Fawn (satin/eggshell). Trim: Benjamin Moore Steam (semi-gloss). Front desk wall: Sherwin Williams Gale Force (satin/eggshell).

Utah customers can pick up orders from our Draper showroom or our Springville warehouse. Upholstery, case goods, rugs over 5'x7', and any art, mirrors, or lighting over 30"x30"x30" are picked up at the warehouse; everything else at the showroom. In rare cases an item isn’t available for pickup — we’ll ship it to you as a courtesy.

All pickups are scheduled: we’ll email or text you as soon as your items are ready (please allow up to 5+ business days). Bring an appropriate vehicle and any materials needed to transport your items safely — once an order has been picked up, Alice Lane is no longer responsible for damage that occurs in transit. Orders not picked up within 14 business days are cancelled and refunded, minus our 20% restocking fee.

Discounts can’t be stacked, and we’re unable to honor discounts on previously placed orders. Questions about a promotion? Email support@alicelanehome.com — we’ll do our best to work with you.

Log in to your customer portal at account.alicelanehome.com to track your order and view order history. Items shipping via UPS or FedEx will also receive a tracking number by email once shipped. For White Glove deliveries, you’ll be contacted directly by the carrier to schedule delivery once your item is on its way.

Once your order is placed, our team will review it within 72 hours. If your item has a backorder or preorder date, we’ll keep you informed of any changes by email. For order status questions, please visit your online portal or reach us at support@alicelanehome.com or (800) 423-7757.

Cancelations are accepted within 24 hours of placing your order, provided the item has not yet entered the shipping process. Please contact us as soon as possible at support@alicelanehome.com. Items that have already shipped cannot be canceled.

Lead times vary by product and are listed on each product page. Many of our custom and made-to-order pieces have lead times that reflect that. If a preorder date changes, we’ll notify you by email with the updated timeline.

Curated upholstered pieces, artwork, rugs, and mirrors are often made to order and not warehoused — lead times for these can range from 12–24 weeks. Shipping timelines are in addition to any preorder or backorder timeline.

Eligible items can be returned within 14 days of delivery. Choose store credit and your restocking fee is waived, or receive a refund to your original payment method with a 20% restocking fee.

Most in-stock accessories, furniture, rugs, and bedding are eligible in original condition. Made-to-order pieces, final sale items, installed lighting, wallpaper, and gift cards are not eligible. See here for the full policy.

Log in to your account, open your order, and click Request Return. Select store credit or original payment and submit. Once approved, you’ll receive next steps by email.

Once approved, we’ll email a prepaid label for standard shipments. For freight or White Glove items, our team will coordinate pickup with you. Pack items securely. Returns damaged in transit cannot be refunded.

Find answers to common questions about restocking fees, refund timelines, packaging requirements, and more on our full Returns page. Still have questions? Email support@alicelanehome.com or call (800) 423-7757.

Orders canceled within 24 hours are refunded in full. After 24 hours, a 20% cancelation fee applies. Once an item has shipped, it falls under our return policy. Made-to-order items cannot be canceled.

If your item arrives damaged, please notify us at claims@alicelanehome.com within 48 hours of delivery. Include photos of the item and packaging so we can get your claim started right away.

To cancel an order, email support@alicelanehome.com as soon as possible with your order number. Cancelations are time-sensitive; the sooner you reach out, the more we can do to help.

Find answers to common questions about cancelation fees, timing, order changes, and missed promotions on our Cancelations page. Questions? Reach us at support@alicelanehome.com or (800) 423-7757.

UPS and FedEx orders estimate delivery 4–8 business days once shipped. White Glove and Curbside deliveries estimate 3–6 weeks from shipping. All timelines are estimates and begin after the item leaves the warehouse.

Whenever possible we ship items together, but if your order includes different shipping methods or ships from separate factories, items will arrive in separate shipments.

Our logistics team selects the best shipping method for each item. Most smaller pieces ship via UPS or FedEx. Larger or heavier items ship Curbside or White Glove. All methods apply to the 48 contiguous United States.

Select items can also ship to Alaska, Hawaii, and other US territories — contact support@alicelanehome.com or (800) 423-7757 for a custom quote on the pieces you love.

Shipping rates are calculated at checkout based on your order and delivery method. Alice Lane Exclusives ship free. For questions about a specific item’s shipping cost, contact us at support@alicelanehome.com.

White Glove is a full-service delivery for large, heavy, or fragile items. The carrier will call to schedule the delivery to your room of choice. Please have your space cleared and ready; the team cannot move existing furniture.

Rugs, art, mirrors, lighting, accessories, and any casegoods or upholstery small enough to ship Curbside are not eligible for White Glove delivery.

The carrier will bring your item to the curb or front of your home by a lift gate. No appointment is scheduled. You are responsible for bringing the item inside, unpacking, assembly, and debris removal.

Out of state, we partner with third-party delivery agents who receive, store, and deliver your items on our behalf. The agent will contact you directly to schedule once all of your items arrive. Please schedule within 3 days of their call, with delivery within 7 business days — after that, storage fees may apply. Rescheduling within 48 hours of a confirmed time incurs a carrier fee.

White Glove teams assemble your pieces, place them in the room of your choice, and remove all debris — they can’t move existing furniture or hang items, so please have your space ready. Threshold deliveries bring items just beyond your main entrance; unpacking, assembly, and debris removal are up to you. Split deliveries or picking items up from the agent early can be arranged through your sales representative for an additional charge.

In Utah, your sales representative will schedule an install with our own delivery team once your full order reaches our warehouse. Multiple installs can be arranged for additional fees, and rescheduling within 24 hours of a confirmed time incurs a $100 fee.

Before signing, please note any damage or missing items on the proof of delivery and notify us. If you can’t accept a scheduled delivery, storage fees accrue unless arranged in advance with your sales rep.

If your item arrives damaged, contact claims@alicelanehome.com within 48 hours of delivery. Include photos of the item and all packaging materials so our team can start to process your claim right away.

Manufacturer defects must be reported within 30 days of delivery by submitting a claim on our Cancelations & Returns page — our claims team will be in touch to address it.

At this time, Alice Lane does not offer expedited shipping. If you have timing needs or questions about a specific order, please reach out to support@alicelanehome.com and we’ll do our best to help.

Need your order sent somewhere else? Requests within 24 hours of placing your order are happily accommodated. After 24 hours, a minimum $500 change fee applies, and once an order has shipped we’re unable to change the address. Reach out at support@alicelanehome.com and we’ll do all we can to help.

We are confident in our beautifully sourced and created products. Each piece is designed to provide exceptional, lifelong performance. Following proper care guidelines helps protect your investment.

Dry-dust or vacuum regularly. Keep out of direct sunlight. Blot spills immediately with a dry, clean cloth and do not saturate. Avoid harsh cleaners or abrasive materials.

Professional cleaning is recommended. Vacuum or lightly brush routinely. Always blot spills, never rub. Test any cleaner in a hidden area first. Pilling is natural; remove with a lint or fabric shaver.

Dry clean only. Do not remove cushion or pillow casings for separate cleaning; clean all pieces together to ensure consistent results.

Brush regularly with a soft suede brush and vacuum occasionally. Avoid moisture and treat spills carefully to prevent staining or discoloration.

Real brass develops a natural patina over time. Wipe with a soft cotton cloth. Avoid abrasive cloths or polish. For deeper cleaning, we recommend a brass cleaner such as Brasso.

Clean with an acrylic cleaner and soft cloth; Novus works well. For scratches, use an acrylic scratch remover and follow directions carefully. Never use glass cleaner, which will cause clouding.

Wipe with a soft cloth, water sparingly, and do not saturate. Polish with a quality wood polish to maintain the finish. Avoid excessive moisture or prolonged direct sunlight.

Wool: scrape off debris with a dull instrument and clip loose fibers with scissors — shedding is normal and subsides with regular vacuuming. Vacuum on low power with the beater bar off, and avoid water or other liquids, which can discolor the rug.

Jute: vacuum on low, cut loose threads to avoid unraveling, and gently blot spills; do not dry clean. Viscose: never spot-clean with water or liquids; vacuum regularly with the beater off. Mixed content & polyester: blot spills immediately with a dry cotton towel.

Cowhide: shake outdoors or vacuum on the lowest setting, soak up liquids quickly, and clean with fresh water, very mild soap, and a soft cloth brushed in the direction of the hair — avoid steam cleaners, dry cleaners, bleach, and strong solvents. When deeper cleaning is needed, contact a professional rug cleaner.

Marble: soft cloth and stone cleaner. Iron & steel: soft cloth; avoid water-based products. Stainless steel: warm water and a soft cloth; dry immediately. Pewter: hand wash in warm water and dry completely — polish spots gently with very fine 0000 steel wool.

Bone & horn: wash in warm water only and dry immediately. Wallpaper: wipe gently with a dry towel. Lamp shades: light dusting or a soft-brush vacuum. High-gloss finishes: soft microfiber cloth only. Candles: trim the wick to 1/4" before each burn, and burn on a heat-resistant surface within sight and away from drafts.

Questions about a specific piece? Email support@alicelanehome.com.

Preorder items display an estimated arrival date on the product page. Our team will keep you informed on all details as timelines can change. Contact support@alicelanehome.com with any questions.

Payment is processed when you place a preorder — not when it ships — so your piece is reserved for you. If your order combines in-stock and preorder items, we won’t make you wait: items ship as they’re ready and will arrive in separate shipments.

Preorder cancelations are accepted any time before the item has shipped. Please contact us as soon as possible at support@alicelanehome.com with your order number and we’ll take care of the rest.

Refunds are issued to the original form of payment. Once an item has shipped, cancelations fall under our return policy instead.

Start with a free consultation. Fill out the form on our Home Furnishing Design page or reach out to our team. Our designers will connect with you to discuss your space, style, and goals.

Our complimentary Home Furnishing Design service pairs you with one of our talented designers to curate furniture, lighting, and accessories for your space. Virtual or in-person, we collaborate with you every step of the way.

Alice Lane Interior Design is our full-service firm specializing in complete residential projects, from remodels to new construction. Our award-winning team manages everything from concept to final install. Visit alicelaneinteriordesign.com to learn more.

Home Furnishing Design budgets usually start at $10,000, with fully designed rooms typically ranging from $15,000–$25,000. For Alice Lane Interiors, design services budget starts at $250,000 with a starting furniture budget of $500,000.

For Home Furnishing Design, selections are typically completed in 2–4 weeks, not including shipping and delivery. Full interior design project timelines vary based on scope. Your designer will walk you through expectations.

Submit your application on our To The Trade page. You’ll need a valid business license, Tax ID, or design certification such as ASID, IIDA, or NCIDQ. Once approved, a dedicated Trade Representative will reach out to get you started.

Our Trade Program is tiered to reward your loyalty. All members begin with a discount on every purchase, including special orders. Discounts grow as your relationship with Alice Lane does. Your Trade Rep will walk you through the details.

Complimentary fabric swatches are available and can be delivered right to your door. Rug swatches are available for a fee, with a refund issued if returned within 14 days or credit applied toward your purchase.