Claims & Online Returns

Claims

If you receive an item that is damaged, defective, or wrong please notify your sales representative at support@alicelanehome.com. within 48 hours of receiving your item, to initiate a claim.

Please include the following information in your claim:

  • Which item is damaged
  • An image of the damage
  • An image of the interior and exterior packaging
  • Note if you do or do not have the original packaging
  • What outcome you'd like for your claims (i.e. replace, repair, or refund)
  • A description of the damage

Clients are responsible for noting damage on POD or missing items and notifying Alice Lane. Make sure all items on the delivery receipt were actually received. Do not sign if you did not receive all items or make a note on the delivery receipt of the damage/missing item(s). Take a photo of the delivery receipt and email your sales representative and/or the Claims Department.

  • What happens after I submit a claim?
    The sales representative will submit the claim (if not already submitted to the claims department) and a claims representative will contact you within 2-3 business days with the next steps for the claim.
  • How long after delivery can I submit a claim?
    Alice Lane's policy states that you have 48 hours of receiving your item to submit a claim.
  • How much are storage fees for out-of-state deliveries?
    Please contact support@alicelanehome.com for more information.
  • Who do I contact regarding my claim during the claims process?
    Please contact claims@alicelanehome.com for updates regarding your claim.

ONLINE RETURNS

Please note that this is our online return policy.

For our showroom return policy, please contact us at (800)423-7757.

Step 1

Check that your item is listed as a returnable, below. All returns must be in their original condition and with their original packaging.

  • RETURNABLE

  • Accessories
  • Rugs
  • Unused/unwashed bedding
  • Books
  • Dishes
  • Wallpaper
  • Uninstalled lighting or items that arrive damaged
  • Defective or incorrect items

  • NOT RETURNABLE

  • Any special-order furniture Such as custom upholstery orders, made to order items (items that have been placed into production)
  • Gift cards
  • Furniture
  • Art
  • Mirrors
  • Final sale items or clearance items
  • Holiday or seasonal merchandise
  • Items damaged through normal wear & tear
  • Lighting fixtures that have been installed
  • Any items delivered more than 14 days ago

Step 2

If your item is returnable, Initiate a return through our Return Portal. If there are questions about your return, please email us at support@alicelanehome.com

FAQ

  • What are the online return fees?
    The customer is responsible for all return shipping fees, unless an item is received by the customer damaged, defective, or through error. All returns are subject to a 20% restocking fee.
  • What is the customer return responsibility policy?
    Return items at your own risk. Customer is responsible for packaging adequately and correctly. We are not liable for damage caused by incorrect return packaging. Items that are returned to Alice Lane damaged will not be eligible for a refund.
  • Refusing a delivery
    If a delivery is refused, but items aren't damaged or defective, customers will receive store credit (minus original shipping fees)
  • Are delivery fees and assembly fees refundable?
    Delivery and assembly fees are non-refundable.
  • How will I recieve my return?
    Items returned within 14 business days from delivery will be refunded to the original form of payment or store credit, minus the 20% restocking fee.