How can I get in contact with you?
Email our customer service at info@alicenewyork.com or call us at +1 518 9877215. Send us a message and we'll respond as quickly as possible. Customer service hours (ET): Monday–Friday 10:00 AM – 5:00 PM, Saturday & Sunday 9:00 AM – 3:00 PM. Please note that we do not offer customer support through Instagram or Facebook. To avoid delays, please limit your inquiries to one email. Thank you!
Which payment methods are available?
You can choose from the following payment options during checkout: Visa, Mastercard, American Express, Shop Pay, Apple Pay, and Google Pay. Your payment method will be charged when the order is finalized.
How long does it take to receive my order?
Typically, orders are delivered within 6–10 business days (1–3 business days processing plus 5–7 business days shipping). For more details, please check our Shipping Policy.
When will my order be dispatched?
Most orders are shipped within 1–3 business days after purchase. Shipping times can vary based on product availability. Please note that we do not ship orders during public holidays. Visit our Shipping Policy for additional details.
Where can I find my order information?
Once your order is completed, a confirmation email will be sent to the address you provided at checkout. If you didn't receive a confirmation email, please check your spam folder and add info@alicenewyork.com to your safe sender list. You can also track your order through our "Track Your Order" page.
Can I change the delivery address for my parcel?
If your order has not yet been processed, it is possible to change the shipping address — contact us as soon as possible. Once the order has been processed, the address can no longer be changed. Please double-check your address at checkout, as delivery issues caused by an incorrectly entered address are the customer's responsibility.
What happens if my package is lost?
Though rare, if your package doesn't arrive within the estimated delivery window, please allow an additional 3 business days and then contact us at info@alicenewyork.com. We will investigate with the carrier on your behalf, and if your order is confirmed lost in transit, we will offer you a free replacement or a full refund. See our Shipping Policy for details.
Will my delivery charges be refunded if I make a return?
Shipping within the United States is free on all orders, so there are no delivery charges to refund. For standard returns, the cost of return shipping is the responsibility of the customer; for damaged, defective, or incorrect items, we cover return shipping. See our Return Policy for details.
What if I'm unsure about sizing?
We want to ensure you find the perfect fit. For general sizing information, please refer to our size guide. If you have further questions about a specific item, feel free to email customer service for assistance.
Why was my order canceled?
We're sorry your order was canceled! Please contact customer service to resolve any issues, and we'll do our best to assist you.
How can I cancel my order if I change my mind?
Orders may be cancelled within 24 hours of purchase by contacting us at info@alicenewyork.com. Because we work with an automated fulfillment system, we cannot cancel orders after this 24-hour window, as processing may already have started. If it's too late to cancel, you can return your order after delivery in line with our Return Policy.
What if I ordered the wrong item or size?
Contact customer service as soon as possible — if your order hasn't been dispatched yet, we'll do our best to adjust it. Once your order has shipped, changes can no longer be made, but you can arrange a return or exchange under our Return Policy.
How can I check the status of my order?
A tracking number will be sent to your email once your package has been processed. You can track your order by entering your tracking number, order number, email, or phone number on our "Track Your Order" page.
How do I return an item?
We're sorry to hear that! For detailed information on returns and exchanges, please visit our Return Policy page. You have 30 days from delivery to request a return, with no restocking fees.