Skip to main content

CLAIMS & ONLINE RETURNS

We want the process of making your home a favorite place on earth to be enjoyable and simple. We are confident in our beautifully sourced and created products, but do understand that there are times when a return or claim is necessary. Whatever the situation may be, we will do our best to resolve. If additional help or clarification is needed, please contact us at support@alicelanehome.com and we will respond as quick as we can.

CLAIMS

We are so sorry that your item arrived 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

Our 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.

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.

Alice Lane's policy states that you have 48 hours of receiving your item to submit a claim.

Please contact support@alicelanehome.com for more information.

Please contact claims@alicelanehome.com for updates regarding your claim.


ONLINE RETURNS

Please note that this is our online return policy.

If you have questions regarding our showroom return policy, please contact us at (800)423-7757, and our stylists will be happy to answer your questions.

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. If you don’t see your item on the lists below, or have a question about a non returnable item, please email us at support@alicelanehome.com. We want to help anyway we can!

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

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.

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.

If a delivery is refused, but items aren't damaged or defective, customers will receive store credit (minus original shipping fees)

Delivery and assembly fees are non-refundable.

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.


Please feel free to contact us with any additional questions

SUPPORT@ALICELANEHOME.COM

(800) 423 7757

Your Cart

Thanks for contacting us! We'll get back to you as soon as possible. Thanks for subscribing Thanks! We will notify you when it becomes available! The max number of items have already been added There is only one item left to add to the cart There are only [num_items] items left to add to the cart