Refund policy
Return Policy
Thank you for shopping at Alice New York. If you are not fully satisfied with your purchase, we offer a 30-day return policy. To return your order, please follow the instructions below.
Eligibility for Returns
We accept returns within 30 days from the date you received your order.
To qualify for a return, the following conditions must be met:
- The item must be unworn, unused, and in the same condition in which you received it.
- The item must be returned in its original packaging with all tags attached.
- A valid proof of purchase (receipt or order number) must be provided.
Return Procedure
Please contact our customer service team by email at: info@alicenewyork.com
Include your order number and the reason for the return in your message.
You must always contact us beforehand to receive return authorization and the correct return address. Where applicable, we will also provide a return shipping label. Unauthorized returns will not be accepted.
Return Shipping Costs
For standard returns, return shipping costs are the responsibility of the customer.
Alice New York will cover the return shipping costs for verified damaged, defective, or incorrect items.
Order Cancellation
You may cancel your order within 24 hours of purchase. After this period, your order will be processed and can no longer be canceled, as processing and/or production may already have started.
If you still wish to cancel your order after this timeframe, you will need to wait until the package has been delivered and then submit a return request.
For selected custom-made style items or selected print-style items, cancellations may no longer be possible once production has started.
Once an order has been dispatched, cancellations are no longer possible.
Exceptions / Non-Returnable Items
- Gift cards
- Selected custom-made style items, personalized items, and selected print-style items that are made or prepared specifically after an order is placed. If an item is excluded from returns, this will be stated on the product page where applicable.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please email info@alicenewyork.com immediately and include clear photos of the issue, the packaging, and your order number.
For verified damaged, defective, or incorrect items, Alice New York will cover the return shipping costs and waive the restocking fee. Once the item is received and inspected, you will be offered either a free replacement or a full refund where applicable.
Restocking Fees
We do not charge any restocking fees for returns.
Refund Process
To initiate a return, please contact us at info@alicenewyork.com.
Once your returned item has been received, we will inspect it and notify you of its arrival.
After inspection, we will inform you of the status of your refund.
If your return is approved, the refund will be issued to your original payment method.
Please allow 7 business days for the refund to be processed. Your bank or payment provider may require additional time to post the refund to your account.
Exchanges
If you would like to exchange an item, please contact info@alicenewyork.com and include your order number and product details.
Exchanges can be arranged within 30 days of delivery, provided the item is unworn, unused, and includes all original tags and packaging. Our team will assist you throughout the exchange process.
Contact
For any questions regarding your order or shipment, please contact us at:
Email: info@alicenewyork.com
Phone: +1 518 9877215
Customer Service Hours: Monday – Friday: 9:00 AM – 5:00 PM (ET)
Saturday & Sunday: 10:00 AM – 3:00 PM (ET)
Alice New York — George Ecommerce
Kerketuinenweg 2, Unit 8602, 2655CW, Den Haag