SHIPPING & RETURNS
Shipping & Handling Policy
Shipping is calculated based on your location at checkout. Order processing usually takes between 2 and 4 business days, sometimes 4-7 depending on the volume of orders. Different processing time applies to custom orders and made-to-order items. Orders are usually shipped Mondays-Fridays. We do not currently ship on weekends. Once processed, you will receive a confirmation email with your tracking information.
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 the carrier and all claims must be filed through them. In such a case, you can enter your tracking number into Google Search and contact the shipping provider from there. *Please note, tracking numbers expire after 3 months and we will not be able to help you tracking down your package. For packages returned to sender, please contact firstname.lastname@example.org to arrange a new shipping. The customer is responsible for the additional shipping cost in this case.
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.
Return/Exchange & Refund Policy
Exchange and Return requests must be made within 7 days of you receiving your order. *Conditions apply, see below.
We do not offer returns for refunds, only store credit. Returns are not be applicable for custom orders or discounted items.
SIZE or ITEM EXCHANGE
We accept exchanges of any item (not custom or discounted) for a different size or product (if it is unworn & your desired size is still in stock). To be approved for a size exchange, please send an email to email@example.com and include front and back photos of your item in new/unworn condition. 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.
To make a return for store credit, requests must be sent by email and approved by our team. To be approved for a return, please include front and back photos of your item in new/unworn condition. 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.
Due to the custom-made nature, we do not accept returns of custom orders.