Returns and refunds

It is very important to us that you are happy with the products that you receive. If there is an issue or concern, we want to know about it so that we can improve our service and provide feedback to our suppliers. Please inspect all goods upon arrival and ensure to get any returns to us within 21 days of receipt.

If you have received a product that does not meet your expectations, we will be as disappointed as you are. Please make sure that you contact us at contact@aliceandpatrick.com so that we can rectify the situation as soon as humanly possible.

Change of Mind:
Please note that we do not provide a change of mind refund or exchange. 

Faulty items:
In the rare occurrence that you receive a damaged or faulty item please contact us immediately via email contact@aliceandpatrick.com and you will be contacted with instructions on how to proceed.

If the item is deemed faulty, we will offer a replacement (if we have a replacement in stock), credit or refund once we have received the returned item. We will cover the costs of return shipping if the item is deemed as faulty.
Please do not send anything back to us if you have not completed the returns process.

 

Exchanges:
If you require an exchange due to size etc you will be issued with a store credit once the items are returned in original condition (at your expense). You can then use the credit to reorder the size/colour you now want. Shipping costs are not refundable.

Sale items (if applicable)
Only regular priced items may be refunded, returned or exchanged. Unfortunately, sale items cannot be refunded, returned or exchanged unless faulty. Shipping costs are non-refundable except where items are faulty.

How to use the store credit:
The store credit will be emailed to you in the form of a unique code. This code must then be applied at the checkout and the value of the card will be applied to your order. Please ensure this is applied before proceeding to confirm the order. 

What can be refunded?

  • Items that are faulty or damaged upon receipt.
  • Items that do not match the product description.

Refund process:

  • Email contact@aliceandpatrick.com to request a refund within 7 days of receiving the item (when the package reaches your address).
  • Detail what the damage is or any detail that may be faulty or incorrect about the item.
  • You must submit photos of the item which shows the damage or faulty aspect.
  • The item must be in original packaging with tags and in the original condition.
  • The item must be in the unworn, unwashed and be in the original condition.
  • We cannot accept a return that has dog/animal hair or any other substance on it.

What next:

  • We will make every effort to get back to you within 24 hours of your contact.
  • Once we have reviewed your request, we will email you to let you know if we have accepted your request.
  • The email will contain return instructions and a return address.
  • You will be required to send the item back to us at your cost however once we receive the item (and if it meets the conditions outlined above) we will provide you with a refund or store credit for the original item cost.

Time frame for refunded money: 

  • The refund will be actioned within 24 hours of the agreement to refund (for items returned this will be within 24 hours of receiving the returned goods (if/ when they meet the quality requirements). 
  • We will email you to let you know when we have actioned the refund.