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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 and we will respond as quick as we can.


We are so sorry that your item arrived damaged, defective, or wrong! Please notify your sales representative at 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 proof of delivery 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 for more information.

Please contact for updates regarding your claim.


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.



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 We want to help anyway we can!



 Unused/unwashed bedding



 Uninstalled lighting or items that arrive damaged

 Defective or incorrect items


 Any special-order furniture

Such as custom upholstery orders, made to order items (items that have been placed into production)

 Gift cards






 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

 Items with natural imperfections



If your item is returnable, initiate a return by logging in to your account. Once logged in, find the order you are wanting to return and click "Request Return". If there are questions about your return, please email us at


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. They will still be charged a 20% restocking fee and the 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