STORE POLICY
RETURNS & EXCHANGES POLICY
All return and exchange requests must be made within 7 days of receiving your order. Conditions apply (see below).
Please note:
* We do not offer refunds, only store credit
* Custom orders may not be eligible for return or exchange
SIZE / ITEM EXCHANGES & RETURNS
(STORE CREDIT ONLY)
Items can be exchanged for a different size or item if they are unworn, have tags attached, and are still in stock.
To request a return or exchange, email to a@alicepons.com and include front and back photos of the item in new condition with tags attached.
Once approved, you must send the item back using DHL (return shipping is your responsibility). Store credit will be issued after the item is received and inspected.
All approved returns and exchanges are issued as store credit.
STORE CREDIT CALCULATION
* If you paid for shipping, your store credit will be the item value only (shipping cost is not included)
* If your order had free shipping, your store credit will be the item value minus shipping and processing costs (including fees and currency exchange rates)
If you use store credit for a new order, the cost of new shipping and processing fees will be deducted from your store credit.
SHIPPING FOR RETURNS & EXCHANGES
Customers are responsible for all return shipping costs and import fees. Items must be sent back using DHL.
CUSTOM / SPECIAL ORDERS
Due to the nature of custom items, returns are not accepted.
You may contact us within 7 days of receiving your order to check if you are eligible for an exchange or store credit.
CONDITIONS
Returns will not be accepted if items have been worn, including for photoshoots, or if they show makeup marks, stains, or damage.
We are not responsible for lost, stolen, or delayed packages once they have been shipped with DHL.
Orders cannot be cancelled once they have been processed and shipped.
HOW TO REQUEST
Contact us by email a@alicepons.com with your order number and your request (return or exchange).