We hope that you will love the products received from us. Should you wish to return anything bought from us we are always happy to help.
1) Unwanted items.
We are happy to refund or exchange an unwanted item where: the item is in a fully untampered resaleable condition. This requires that the cellophane has not been removed and all remain intact and the item is returned with the original, undamaged packaging. The request to return is made within 14 days of delivery and the item is safely returned to us within 14 days thereafter.
You should email us at return@aliceinperfume.co.uk requesting a returns form which we will send on to you by return email. Alternatively you may email or write to us with the following information; your order number, your name, your email address, the product code(s) of the item(s) you wish to return and the reason for the return. Please see the Contacts page of this web site for postal address details. On receipt of this information we will issue confirmation to you that you may return the item and the address to which the items should be returned. Please do not return items without following this procedure as we may be unable to account for items returned for which we have had no prior notification.
Please ensure that all returned items are securely packaged, we are unable to accept responsibility for items until they are safely received at Alice In Perfume. We cannot accept proof of posting as proof that a package was safely delivered to us. Please also note that any damage incurred in transit back to us will be your responsibility, a matter to be taken up by you with your courier.
We would recommend that you use either Royal Mail Signed for or Royal Mail Special Delivery. The latter allows higher insurance cover for items returned. If you are returning an Eau de Parfum product, please review www.royalmail.com to see the latest guidelines on how to send perfumes, which are classed as a restricted item, via the Royal Mail.
Please be advised that we are unable to process your refund until we receive the item back. When we receive the items back safely we will process your refund. We are legally obliged to refund your money within 14 days of safe receipt of the returned item(s), we will aim to make the refund within 2 working days of receipt. It is a condition of our card processing provider agreement that refunds may only be paid onto the same credit or debit card from which payment was taken for the items safely returned to us. The refund value will be for the price paid when the order was placed. Under the provisions of the Consumer Contracts Regulations we are only obliged to refund the basic delivery cost for an unwanted item delivered to you, we are not obliged to refund the cost of you returning an item to us.
2) Items faulty, damaged or sent in error.
Sadly, mistakes do occasionally happen. If this has happened to you we do offer you our most sincere apologies. We will endeavour to resolve the problem as soon as possible.
You should contact us regarding faulty, damaged or miss sent items as soon as possible after receipt and no later than 30 days after receipt.
Please email us at return@aliceinperfume.co.uk requesting a returns form which we will send on to you by return email. Alternatively, you may email or write to us with the following information; your order number, your name, your email address, the product code(s) of the item(s) you wish to return, the reason for the return and please let us know whether you would like a replacement item or a refund. Please see the Contacts page of this web site for postal address details. On receipt of this information we will issue confirmation to you that you may return the item and the address to which the items should be returned. Please do not return items without following this procedure as we may be unable to account for items returned for which we have had no prior notification.
Please ensure that all returned items are securely packaged, we are unable to accept responsibility for items until they are safely received at Alice In Perfume. We cannot accept proof of posting as proof that a package was safely delivered to us. We would recommend that you use either Royal Mail Signed for or Royal Mail Special Delivery. If you are returning an Eau de Parfum product, please review www.royalmail.com to see the latest guidelines on how to send perfumes, which are classed as a restricted item, via the Royal Mail. Please be advised that we are unable to process your refund until we receive the item back. When we receive the items back safely we will process your refund or send on a replacement items as requested. We are legally obliged to refund your money within 14 days of safe receipt of the returned item(s), we will aim to make the refund within 2 working days of receipt. It is a condition of our card processing provider agreement that refunds may only be paid onto the same credit or debit card from which payment was taken for the items safely returned to us. The refund value for damaged/faulty/sent in error items will be for the price paid when the order was placed plus all postage costs.
Should you have any queries regarding your return or our returns procedures please do feel free to get in touch. Our contact details are contact@aliceinperfume.co.uk.