STORE POLICY
Shipping & Handling Policy
SHIPPING
Shipping is free on any order and taxes are calculated for your order at checkout.
Order processing usually takes 1-3 business days, sometimes 4-7 depending on the volume of orders. Different processing time applies to custom orders, pre-sales, backorders, and made-to-order items. Orders are usually shipped Mondays-Fridays. We do not currently ship on weekends. Your package will be shipped via UPS, though we sometimes use DHL depending on the customer location. Once processed, you will receive a confirmation email with your tracking information. If located in the US, please allow 4-7 days for your item to arrive once it ships out.
DELAYS / LOST PACKAGE / RETURN TO SENDER
​
Once your order has been shipped and tracking information has been provided to you via email, ALICE PONS MILANO is not responsible for any shipping delays, or lost/stolen packages. Once your package leaves our facility it becomes the responsibility of UPS or DHL and all claims must be filed through them. In such a case, to check which carrier to contact you can enter your tracking number into Google Search and contact the shipping provider from there. *Please do not email us to check your shipping status.
For packages returned to sender, please contact our support team to arrange for it to be sent to you again. The customer is responsible for the additional shipping cost in this case.
If your package is missing but shows no tracking updates, it’s possible the mail lost the package and did not scan it when they received it. In this case, the customer has up to 2 months from the date of the tracking number being created to contact us for a solution. After 2 months, ALICE PONS MILANO is no longer responsible for the lost package, but we will do our best to provide you with a solution.
*Please note, tracking numbers expire after 3 months and we will not be able to track down your package or provide information on it past this timeframe.
​
BACKORDER ITEMS
​
Any items that are on backorder and are included in a larger order of in-stock items can be shipped separately upon request. If you wish to cancel the back ordered item we will be able to offer you a store credit for the full amount of the back ordered product.
​
TAXES & DUTIES
​
Orders that are designated for shipment to countries outside of Europe may be subject to local taxes, customs, duties, and fees levied by the destination country [“Import Fees”]. The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees. ALICE PONS MILANO is not responsible for the customer’s import duties or taxes. If you refuse a shipment from ALICE PONS MILANO, you are responsible for the original purchase and shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to ALICE PONS MILANO. *Please note that refusing to pay your duties can sometimes incur several hundred dollars in fees.
​
​
SHIPPING METHODS
​
International orders will be shipped via UPS or DHL. ALICE PONS MILANO is not responsible for delays in shipping or delivery due to force of nature or other uncontrollable events. If your order is shipped through UPS please allow longer time for arrival.
Return/Exchange & Refund Policy
​
Exchange and Return requests must be made within 7 days of you receiving your order. *Conditions apply, see below.
Please note:
We do not offer returns for refunds, only store credit. Returns may not be applicable for custom orders. Store credit codes may not apply to some back order or pre-sale items due to the nature of our small batch production.
​
​
SIZE EXCHANGE
We accept exchanges of any item for a different size (if it is unworn & your desired size is in stock). To be approved for a size exchange, please send an email or Instagram DM and include front and back photos of your item in new/unworn condition with tag still attached. The new size will be shipped upon receiving your first item in new/unworn condition. Customers are responsible for return shipping and will be provided with our return address upon exchange approval.
​
ITEM EXCHANGE
​
To exchange one item for a different item, requests must be sent by email or Instagram DM and approved by our team. To be approved for an item exchange, please include front and back photos of your item in new/unworn condition with tag still attached. The new item will be shipped upon receiving your first item in new/unworn condition. Customers are responsible for return shipping and will be provided with our return address upon exchange approval.
​
ITEM RETURN
​
To make a return for store credit, requests must be sent by email or Instagram DM and approved by our team. To be approved for a return, please include front and back photos of your item in new/unworn condition with tag still attached. A store credit in the amount of the item (minus shipping fees) will be issued as a personalized promo code, after receiving the item back in new/unworn condition. Customers are responsible for return shipping and will be provided with our return address upon exchange approval.
​
​
RETURNS/EXCHANGES
​
Customers are responsible for return and exchange shipping, and will be provided with our return address upon exchange approval. While shipping is free for your initial order, you will be required to cover return/exchange shipping costs. Once we receive your return, we will let you know the total cost of shipping for your new package, and which PayPal address / IBAN address to send your payment to.
​
CUSTOM/SPECIAL ORDERS
​
Due to the custom-made nature, we most likely cannot accept returns of custom orders. Please feel free to contact our team within 7 days of receiving your item to inquire if you are eligible for an exchange or return for store credit. We do not offer refunds for custom orders.
​
​
BACKORDER ITEMS
​
Any items that are on backorder and are included in a larger order of in-stock items will cause your order to be shipped when the backorder item arrives, but can be shipped separately upon request. If you wish to cancel the back-ordered item due to the wait time being longer than expected, we will be able to offer you a store credit for the full amount of the back-ordered product.
​
​
*CONDITIONS
Your return will not be accepted if your item was worn or worn for photoshoots. If your item is returned in a condition that shows makeup marks, stains, or noticeable wearing, your refund will not be approved and you will be given the opportunity to pay for shipping of the item back to you. When your return is approved, you will receive store credit in the amount of the returned product (minus shipping fees) as a personalized coupon code. We are not responsible for delays caused by shipping, or stolen packages. Refunds can not be made for a package that has been lost/stolen. We do not offer order cancellation once an item has been processed and shipped. In the event of a store sale, we do not offer refunds or partial refunds for previous orders made prior to the date of the sale or without the use of a promo code.
Contact or DM us on Instagram with your order number and info to request a return/exchange!