SHIPPING & RETURNS

HOW TO INITIATE A RETURN

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

  • Defective or incorrect items
  • 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

Go to this link and follow the instructions. Returns must be initiated within 14 days of delivery to the customer.

Step 3

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.

RETURNS FAQS

WHAT SHOULD I DO IF MY ITEM IS DAMAGED, DEFECTIVE, OR INCORRECT UPON DELIVERY?

If an item was received damaged, defective, or incorrect, please submit a return request within 48 hours of receiving your item to initiate a claim. Please include photos.

WHAT SHOULD I DO IF MY ITEM IS IN GOOD CONDITION UPON DELIVERY BUT I STILL WANT TO RETURNIT?

If not damaged, defective, or incorrect, initiate a return through our Return Portal.

Please note that the customer is responsible for return shipping costs

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 isn’t damaged or defective, customer will receive store credit (minus original shipping fees).

ARE DELIVERY AND ASSEMBLY FEES REFUNDABLE?

Delivery and assembly fees are non-refundable.

HOW WILL I RECIEVE MY REFUND?

Returns will be refunded to the original form of payment.

CANCELING AN ORDER

Orders may be canceled within 24 hours of placing the order. Order cancellation requests received after this timeframe will not be processed.

Please note the lead time when placing your order. Backorder dates are subject to change. Customers will receive notifications on affected items as information is available.

In rare cases, items may be discontinued and no longer available to ship. These items will be canceled and the customer will receive a full refund.

Refunds will be processed to the original form of payment.

ITEM-SPECIFIC RETURN IN FORMATION

FURNITURE

Furniture orders may be canceled within 24 hours of placing the order. After this window, all furniture sales are final. We cannot accept returns on furniture.


Please note the lead time when placing your order. Backorder dates are subject to change.


If a delivery is refused but isn’t damaged or defective, customer will receive store credit (minus original shipping fees).

LIGHTING

Lighting fixtures that have been installed cannot be returned.


Other lighting (table lamps, floor lamps) may be returned within 14 days of delivery.


Please note the lead time when placing your order. Backorder dates are subject to change.

ART

Art orders may be canceled within 24 hours of placing the order. After this window, all art sales are final. We cannot accept returns on art.


Please note the lead time when placing your order. Backorder dates are subject to change.


In rare cases, if the frame is unavailable as pictured, the customer will be contacted to confirm a frame substitution. If the frame substitution is not suitable, the order will be canceled.

MIRRORS

Mirror orders may be canceled within 24 hours of placing the order. After this window, all mirror sales are final. We cannot accept returns on mirrors.


Please note the lead time when placing your order. Backorder dates are subject to change.


If a delivery is refused but isn’t damaged or defective, customer will receive store credit (minus original shipping fees).

RUGS

Rugs may be returned in their original condition within 14 days of delivery.

HOLIDAY

We are not able to accept returns on holiday items.

OTHER

Return requests are accepted within 14 days of delivery. Item must be returned in its original condition.

SHIPPING FAQS

HOW WILL MY ORDER SHIP?

Alice Lane will determine the best and most efficient shipping method based on the merchandise you purchase. The shipping options below apply to the 48 contiguous United States. At this time, we are not able to ship outside of this area.

UPS & FedEx Delivery – Most items will ship via UPS, USPS, or FedEx. You will receive an e-mail with a tracking number once your item(s) have shipped. Orders may arrive in multiple boxes or at various times.


White Glove Delivery – This is a full residential delivery service, and is required for large, heavy, or fragile items. The shipping service will contact you to schedule a time to deliver the purchased merchandise to your front door. Please ensure your space is prepped and ready to receive the furnishings. In the event an appointment is missed or delayed by the customer, rescheduling is required. Rescheduling fees may apply.


*Please note due to circumstances surrounding COVID19, white glove delivery will not be able to enter you home.

WHEN WILL MY ORDER SHIP?

All orders will be processed by Alice Lane within 72 hours of receipt of payment for items that are in stock.


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 8-12 weeks. Please contact us at support@alicelanehome.com for questions regarding your orders status, or to inquire on lead times for a specific item.

WHAT IS THE DELIVERY SURCHARGE ?

Because furniture, rugs and other large items are bulky, heavy, and may have limited availability, these items have a deliverysurcharge. 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.

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 for 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 White Glove Delivery 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.