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 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 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.
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
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