FREQUENTLY ASKED QUESTIONS

Shipping Questions

What is the Delivery Surcharge?

Because furniture, rugs and other large items are bulky, heavy, and may have limited availability, these items have a delivery surcharge. This charge is listed out separately from the item price on your order and is in addition to regular shipping & handling charges. Surcharges will vary depending on the item you order.

When will my order ship?

All orders will be processed by Alice Lane with 48 hours upon receiving payment.

Many of our curated upholstered pieces, artwork, rugs, and mirrors are made-to-order. Because these custom pieces are not warehoused, lead times can range anywhere from 4-8 weeks. Please contact us at support@alicelanehome.com for questions regarding your orders status, or to inquire on lead times for a specific item.

 

 

How long it will take for my order to arrive?

Orders sent via UPS or FedEx average 4-8 business days once they leave the factory. Orders sent via White Glove Carrier average 2-3 weeks once leaving the factory. Please keep in mind that these times frames are AFTER The product leaves the factory.

If you have a question about a specific item, you are welcome to contact us at support@alicelanehome.com and we can help you estimate the time to delivery.

Will I receive tracking details once my order is shipped?

You will receive an email with a tracking number on items that are shipping via UPS and FedEx. For items shipping via White Glove Delivery, you will be contacted by the shipping company once they’ve received your item to schedule delivery.

Will all of my items arrive at the same time?

Whenever possible, we ship items together. But, if your order dictates different shipping methods or ships from separate factories, your items will arrive at different times. For example, a sofa and a candle will be shipped using different methods and will not arrive together. If you have a question about the shipment process for your order, please give us a call at 1.800.423.7757 or send us an email with your order information to support@alicelanehome.com.

Do you offer international shipping?

We currently only ship select items to Hawaii, Alaska, and other US Territories. Please contact us at support@alicelanehome.com or 1.800.423.7757 and one of our associates can get you a custom quote for the items you are interested in.

Can orders be shipped to a P.O. box?

Extra large items and those shipped directly from our vendors cannot be sent to a P.O. box; please call 1.800.423.7757 for information.

Return & Exchange Questons

How can I return an item?

We take great pride in the merchandise we offer but understand there may be a reason to return or exchange an item. We make the process simple by not requiring authorization. Simply follow the detailed instructions found on our Returns Policy page. Feel free to contact us at support@alicelanehome.com if you have any questions.

Can I return sale items?

Yes. All sale and promotional items can be returned following our standard Return Policy. Clearance items may not be returned.

What are re-stocking fees for?

Because of our unique collection of high-quality items, all returned items must be inspected upon returning to our warehouse. All returns will be processed with a re-stocking fee of 15-25% depending on the item. It will be deducted from your returned credit. In addition, shipping charges will not be credited back to your account.

Can I return online purchases in your store?

We do accept returns in store for online merchandise (excluding furniture pieces) as long as they are not damaged in any way. Please bring a copy of your invoice/order confirmation so we may serve you best in-store. All furniture and damaged items need to be returned via the process outlined on our Returns page.

Orders & Merchandise

Do you carry the same merchandise online as you do in your store?

Most items you see online are also available in store. However, only a small collection of the items sold in-store are available for purchase online. Please come in to visit us whenever you are in Salt Lake City. If you don’t see something you’re looking for on online, email us anytime at support@alicelanehome.com or call 1.800.423.7757.

Are fabric samples available on upholstery items?

We are happy to send you a cutting of the fabric(s) you’re interested in. Please fill out the Request A Swatch form found on our Contact Us page and note the item you’re interested in. Note that not all fabrics are available in sample form.

Can I place an order over the phone?

Yes, please call 1.800.423.7757 and select option 1 to order an item sold online. Select 2 to purchase an item seen in our Salt Lake showroom, and select 3 to purchase an item seen in our Wonderland showroom.

Will I receive an order confirmation via email?

Yes, an email confirmation of your order will be sent to the email you’ve provided.

Our Price Match Guarantee

Do you price match merchandise?

You betcha! We do our best to provide you with the best pricing on all products we sell. Should you find an identical, advertised and available product at a competitors online or retail store for less, we will match that price!

How do I receive my price match?

You must provide “proof” of a competitors price by emailing us either the link of the product or a scan of the competitors ad to support@alicelanehome.com. We must be notified before your order is placed or within 5 days after placing your order. We may call the competitor’s retail store or customer service line to verify the lower price and availability of the item.

Once we have verified the lower price, you will either receive a refund of the difference on your order or receive a coupon code to use on your purchase.

 

What if the competitor does not have the item in stock?

If items are shown as “out of stock” or “limited stock” on the competitors website, it is not eligible for price matching.

Additionally, we do not price match items that are advertised as closeout, clearance or overstocked.

Is everything eligible for a price match?

The guarantee does not apply to: competitors prices that include financing, bundling of items, free items, pricing errors, mail-in offers, competitors’ service prices, items that are advertised as limited-quantity, out of stock, open-box, clearance, refurbished/used items, items that are counterfeit, non-branded, imitation or items with point of sale power provider rebates. Special pricing provided for membership programs will require proof of membership. Merchandise must be offered by a reputable U.S. retail company.