SHIPPING & DELIVERY
Alice Lane’s team of dedicated logistic specialists 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. If there are any additional questions, we will be happy to answer them! Please email us at support@alicelanehome.com, and we will respond as quick as possible.
Most items such as lighting, accessories, art, mirrors, and rugs 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.
The shipper will bring the package to your address, pull the truck up to the front of your house, load the package(s) onto the lift gate on the back of the truck, lower the lift, and push the package(s) onto the sidewalk in front of your house. No appointment will be made.
If there is not an incline or stairs leading to your house, they may wheel the package(s) to your door.
But, the point of curbside delivery is that the package(s) are too heavy for one delivery person to haul up an incline or upstairs, and it will be your responsibility to bring the item inside. It is also your responsibility to unpack the item, completing any necessary assembly, remove the debris.
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 room of choice. Please ensure your space is prepped and ready to receive the furnishings. The delivery team will not move existing furniture. If any changes to the delivery need to be made, please work directly with them to coordinate those changes. If a delivery needs to be cancelled or rescheduled, please do so within 72 hours of the delivery. The shipping service must confirm that the changes can be made. In the event an appointment is missed or delayed by the customer, rescheduling is required. Rescheduling fees may apply. Additional fees may apply for address changes, delivery date changes, and other exceptions. For more information, please see additional DELIVERY information below.
Please note:
Rugs, art, mirrors, lighting, accessories, and any casegoods and upholstery small enough to ship curbside are not eligable for White Glove delivery.
All orders will be reviewed by Alice Lane within 72 hours of receipt of payment. This does not guarantee the item will ship within 72 business hours.
Item specific shipping timelines are noted on their product page. Any back order/preorder timelines will also be noted on the product page. Please note that the shipping timelines will need to be added to the preorder timeline.
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 12-24 weeks. Please contact us at support©alicelanehome.com. for questions regarding your orders status, or to inquire on lead times for a specific item.
Orders sent via UPS or FedEx average 4-8 business days once they leave the factory. Orders sent via White Glove Carrier or Threshold average 3-6 weeks once leaving the factory. Please keep in mind that these time frames are AFTER The product leaves the factory, and are ESTIMATED shipping timelines.
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.
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 notified that the item(s) have shipped, and contacted by the White Glove Delivery company once they've received your item to schedule delivery. For more information about deliveries, please see DELIVERY section below.
Whenever possible, we ship items together. However, 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 at1.800.423.7757or send us an email with your order information tosupport©alicelanehome.com.
If the request is received within 24 hours of the order being placed, we will work to accommodate the change. If the request is received after 24 hours of the order being placed, there is a minimum $500 change fee. We always want to try and resolve things for you, so please reach out with any questions, and we will do all we can to help!
If you order has shipped, we will be unable to change the shipping address.
Alice Lane is based out of Draper, UT and we work hard to be able to service all of our clients across the country. In order to do this, we have partnered with third party delivery providers in different locations across the country. Each location's agents operate differently and we manage that relationship on your behalf to receive, store and deliver your items to your home.
If delivery has been confirmed and needs to be rescheduled within 48 hours of the confirmed time, the customer will incur a fee. The amount of that fee is dependent on the carrier.
The agent will reach out directly to you to schedule a delivery once all items are received. In some cases, Alice Lane will split the delivery due to various reasons. This is at Alice Lane's discretion.
For a white glove delivery, the agent will assemble items, take them to your room of choice, place the items, and remove any debris. They are not the designer of the project so they will need direction. You will need to be present on location for the delivery - please arrange with your designer any floor plans or details needed for the delivery agent. If you would like the designer to be available via facetime or virtual support during the delivery, please let your sales representative know in advance and we can schedule this for you.
White glove agents are unable to move existing furniture or hang any items. Please have your room prepared.
For a Threshold delivery, the agent will deliver your item(s) beyond the main entrance of your business or residence, but not to a specific room. This service does not include removal of packaging, assembly or setup of your item(s).
Alice Lane will determine the best method of delivery for your item. If you have a preference, please contact your sales rep.
The agent will call you to set up a delivery. You must schedule a delivery with the agent within 3 days. The delivery date must be within 7 business days of when the call was made, unless the agent had no available times. If that is the case, please reach out to your sales rep.
If this is not possible, the client will be responsible for all storage fees. Storage fees are case by case.
Other Fees:
• Clients are responsible for cancelation fees, incorrect address (if they have moved and gave us the wrong one) fees
• Clients are responsible for noting damage on proof of delivery and notifying Alice Lane. Make sure all items the client actually received. Do not sign if you did not receive all items or make a note and email your rep.
If you would like multiple deliveries this can be arranged. There will be an additional charge and you will need to contact your sales representative to set this up.
If you would like to pick up items from the white glove agent there will be a charge associated and you will need to contact your sales representative to set this up.
If you have questions regarding splitting a delivery or where any items are in transit please email Shelby Poole at shelby.poole@alicelanehome.com
If the request is received within 24 hours of the order being placed, we will work to accommodate the change. If the request is received after 24 hours of the order being placed, there is a minimum $500 change fee. We always want to try and resolve things for you, so please reach out with any questions, and we will do all we can to help!
If you order has shipped/is out for delivery, we will be unable to change the delivery address.
If you can't accept your delivery for any reason, storage fees will be accrued unless something is worked out beforehand and approved by your sales rep.
Your sales representative will work with you to set up an install for your items once the whole order is received in our warehouse. If your schedule requires multiple installs as items and rooms are available, we can schedule these accordingly - additional fees will be applied for multiple installs and deliveries.
If delivery has been confirmed and needs to be rescheduled within 24 hours of the confirmed time, the customer will incur a fee of $100.
If you are located in Utah, you may choose to pick up your order instead of having it delivered. Pickup is available from either our Draper Showroom or our Springville Warehouse.
To ensure your order is prepared and ready, all pickups will still need to be scheduled, and you will be contacted by our team once your item(s) are ready.
Please note that customers are responsible for providing an appropriate vehicle and any necessary materials to safely transport their item(s).
Once your order has been picked up from either location, Alice Lane is no longer responsible for the item(s) or any damages that may occur during transportation. As a result, we are unable to participate in or process damage claims after the order has been picked up.
Your sales representative will work with you to set up an install for your items once the whole order is received in our warehouse. If your schedule requires multiple installs as items and rooms are available, we can schedule these accordingly - additional fees will be applied for multiple installs and deliveries.
If you have questions regarding items in transit please reach out to your sales representative.
Our Alice Lane Delivery team will arrive onsite and work to install your pieces.
If the request is received within 24 hours of the order being placed, we will work to accommodate the change. If the request is received after 24 hours of the order being placed, there is a minimum $500 change fee. We always want to try and resolve things for you, so please reach out with any questions, and we will do all we can to help!
If you order has shipped/is out for delivery, we will be unable to change the delivery address.
If you can't accept your delivery for any reason, storage fees will be accrued unless something is worked out beforehand and approved by your sales rep.
RETURN & EXCHANGE POLICY
We hope you love every piece. If something isn’t right, eligible items can be returned within 14 days of delivery. Choose store credit (restocking fee waived) or a refund to your original payment method (20% restocking fee). Return shipping is the customer’s responsibility for both options.
Made-to-order and final sale items aren’t eligible for return, and requests submitted after the 14-day window can’t be accepted.
Items must be in original condition with original packaging. Shipping and restocking fees may apply.
Returnable
Final Sale — Not Returnable
Made-to-order and final sale items are clearly marked on the product page before purchase.
Three simple steps from request to refund.
Make sure your item is on our returnable list and is in original condition with original packaging.
Log in to your account, open the order, and click “Request Return.” Choose store credit or original payment for your refund.
Once approved, we’ll email a prepaid label for standard shipments. Freight items? Our team will arrange pickup.
You have 14 days from the date your order is delivered. Requests submitted after that window can’t be accepted.
A flat 20% restocking fee applies to returns refunded back to your original payment method. Choose store credit instead and the fee is waived.
Return shipping is the customer’s responsibility on all eligible returns. Once your return is approved, we’ll email a prepaid label for standard packages; for freight items, our team coordinates pickup directly with you.
Once your return arrives and passes inspection, your refund is issued either back to your original payment method (minus the 20% restocking fee and return shipping) or as Alice Lane store credit (just minus return shipping). Store credit never expires.
Returns travel at your own risk, so please pack carefully — original packaging is ideal. Items that arrive back to us damaged due to inadequate packaging can’t be refunded.
Refusing a delivery on items that aren’t damaged or defective is treated as a return. The 20% restocking fee and return shipping apply, and the remainder is issued as store credit.
Delivery and assembly fees are non-refundable.
We are so sorry that your item arrived damaged, defective, or wrong! Please notify our Online Support Team at support@alicelanehome.com within 48 hours of receiving your order to initiate a claim.
To submit a claim, please provide the following:
Customers are responsible for carefully inspecting all items upon delivery and documenting any visible damage or missing items on the Proof of Delivery (POD) form before signing. Please do not sign the POD form as “received in good condition” if damage or missing items are present. Claims may be denied if the signed POD indicates that merchandise was received without issue.
Once your claim has been submitted, an Alice Lane representative will contact you within 2–3 business days regarding the next steps.
Disclaimer
Submission of a claim does not guarantee approval or resolution. All claims are subject to review by Alice Lane and, when applicable, the manufacturer or vendor. Alice Lane cannot assume liability or guarantee replacement, repair, or refund until the claim investigation has been completed, and a formal resolution has been provided by the Claims Specialist.
A member of our team will be in touch within 2–3 business days to confirm next steps and the best resolution.
Within 48 hours of receiving your item. The sooner you let us know, the faster we can help.
For updates on a reported issue, please email claims@alicelanehome.com.
Still Have Questions?
Our team is happy to walk you through anything that isn’t covered above.
