alice + olivia | Customer Service

Customer Service

ORDERING & PAYMENT

Using a Promotion Code

Please enter your promotional code in the space provided on the Your Shopping Bag page (found in the lower right-hand corner) and hit the "Apply" button. The value of the promotion will be applied to your order as a discount and will not appear on a line item basis.

Payment Options

We accept the following credit cards: American Express, Visa, MasterCard and Discover. Credit cards must have a US billing address. We not accept checks, cash or money orders.

Sales Tax

Sales tax will be added to orders shipping to the following states: New Jersey, New York, California, and Connecticut. Tax calculations are based on state and county locations of the shipping address on your order. Shipments to any other state will not include tax. We do not collect sales or use taxes in all states. Your purchase is not exempt merely because it is made over the Internet. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to file these returns may be found at the websites of your respective taxing authorities.

Check Order Status

To check your order status log into my account. Under order history, select your current order number. From here, you can view order details, see your order status, and track your order.

Gift Options

At this time, we do not offer gift wrapping or gift receipts.

SHIPPING & HANDLING

If you have questions contact us by email customercare@aliceandolivia.com or by phone 646.747.1461 (Monday- Friday 9am to 6pm EST)

At this time we only ship to addresses in the United States. International shipping is not currently available.

Shipping Rates

FedEx® Ground – 5 to 7 business days – FREE
FedEx 2Day® – 2 business days – $18.00
FedEx Priority Overnight® – next business day – $25.00

Order Processing Times

Orders are processed and delivered Monday through Friday, excluding holidays. Please allow up to 48 hours for processing time. Orders placed by 12:00 noon EST will be processed the same day and orders placed after 12:00 noon EST will be processed the following business day. Unfortunately, we cannot be responsible for unanticipated delays. We do not ship to P.O. Boxes and U.S. military post office box addresses such as APO and FPO.

RETURNS & EXCHANGES

If you have questions contact us by email customercare@aliceandolivia.com or by phone 646.747.1461 (Monday- Friday 9am to 6pm EST)

We now offer FREE returns for all orders!

Return Policy

Return shipping is FREE
You can return your purchase within 21 days of delivery date.
We will not accept merchandise that has been worn, altered, or washed.
Merchandise must have all tags attached.
Footwear must include the original shoe box in its original condition.
Final Sale items may not be returned or exchanged.
Shipping charges are not refundable.
Upon receipt of returned goods, Alice + Olivia reserves the right to deny a refund if the merchandise does not meet return policy requirements.

Return Instructions

Please contact customer service at customercare@aliceandolivia.com or call us at 646.747.1461 between the hours of 9am and 6pm EST to request a free return label. Once requested, we will email a free return label to the email address provided in your original order within 24 hours. Please print and affix the label to your return box and drop it off and the nearest Fedex location. Please also include in the package a copy of your original invoice noting the items you are returning.

At this time, orders placed online must be returned to aliceandolivia.com according to the instructions above. We do not accept online returns at Alice + Olivia stores.

Refund Processing Time

Returns are processed within 5-7 business days of package receipt and can only be issued to your original method of payment. Your banking institution may require additional days to process your refund.

Exchanges

We do not offer exchanges at this time. Please return the item you do not want and place a new order on aliceandolivia.com

Price Adjustments

We do not price adjust at this time.

MY ACCOUNT

If you have questions contact us by email customercare@aliceandolivia.com or by phone 646.747.1461 (Monday- Friday 9am to 6pm EST)

Creating an account

You can create an alice + olivia account to store the personal information you use most often. You will be required to create a user id (your email address) and password to secure this information.

Benefits of creating an account

Save your shipping and billing info for faster checkout

Create and share your Most Wanted List

Track orders and view order history

Most Wanted List

When you set up an alice + olivia account you can create a Most Wanted List to store and share items you are not ready to purchase. You can also share your list by email with friends and family.