CONTACT US

What if I need to contact customer care of if I need style or fit advice?

Please feel free to contact Customer Care by email customercare@aliceandolivia.com or by phone 1.800.401.8211 (Monday-Friday 9am to 6pm EST).

PAYMENT METHODS

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, and Alice and Olivia gift cards.

What is a CVN number and where is it located?

The CVN for Mastercard, Visa and Discover is located on the back of the card and is a 3 digit code. The CVN for American Express is located on the front of the card and is a 4 digit code.

When will my credit card be charged?

You will see a pending charge on your credit card statement until the item has shipped, at which point the charge will be complete.

INTERNATIONAL PAYMENTS AND DELIVERY

Does A+O ship over seas?

A+O now ships to the United States, Canada, the United States Territories, AP/FPO boxes, Australia, Mexico, the Caribbean, South America, India, Indonesia, Malaysia, Saudi Arabia and Switzerland.

I have an international credit card/billing address but a US shipping address?

Please checkout through International Checkout. This link will be in Your Shopping Bag in the lower right hand corner of the page.

How much duty/tax will I have to pay for international shipping?

When you go to checkout, choose International Checkout and select your billing country and shipping destination. From there you can see how much shipping will cost and depending on the country, you may have the option to pre-pay duties and taxes.

SHIPPING

How much is shipping in the United States?

FedEx Ground is free for all orders! You can also choose FedEx 2Day for $18 or FedEx Priority Overnight for $25.

Does someone have to be at my house/apartment to sign for my order?

Orders over $1000 need to be signed for.

Can I ship to a APO/FPO address?

You can ship to APO/FPO address by checking out through International Checkout from the Shopping Bag page.

How many days does delivery usually take?

US orders are processed and delivered Monday through Friday, excluding holidays. Please allow 48 hours for processing time. Orders placed before 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.

Can I ship to a P.O. Box?

No, we do not currently ship to P.O. Boxes.

What is the cut off time for overnight delivery?

You have to submit your order by 12 noon EST (Mon-Fri) for us to ship for 2Day and overnight delivery.  Orders placed after 12 noon EST will ship the next business day.

How does International Checkout work?

Alice Olivia has partnered with International Checkout to fulfill international orders. International Checkout is a leading international ordering provider offering secure international transactions and customer support. If you would like to place an international order or use an international credit card, please select “International Checkout” on the shopping bag page.

Does someone have to be at my house/apartment to sign for my order?

Orders over $1000 need to be signed for.

RETURN POLICY

What is your return policy?

You can return your purchase within 21 days of delivery date for a refund. We will not accept merchandise that has been worn, altered, or washed. All tags must be attached. Alice and Olivia reserves the right to deny a refund if the merchandise does not meet return policy requirements. Final Sale items cannot be returned or exchanged. Please see our full return policy here.

What if I purchased an item on sale?

Sale items may be returned but Final Sale items may not be returned or exchanged.

Can Final Sale items be returned?

When an item is marked as Final Sale then that item cannot be returned or exchanged.

How do I return an item?

You can return your unworn items by visiting: http://www.aliceandolivia.com/returns. Once we have received your request you will receive an email confirming your request that will also include a return label. A $7 fee will be deducted from your total refunded amount. 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 and Olivia stores.

When will my return be processed?

Returns are processed within 7-10 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.

Can I return in an A+O store something that I bought online?

At this time Alice and Olivia stores do not accept returns from online orders.

Do you accept exchanges?

If you wish to exchange an item, please place a new order on aliceandolivia.com and return your original item using the above return instructions. If you wish to exchange by phone, please call 1.800.401.8211 and we will be happy to place another order for you!

How will I know if A+O has received my return?

You will receive an email when the items you received have been received and processed in the warehouse.

Can I return items if the tag is no longer attached to the item?

We will not accept returns of any items that have the tags removed or have been visibly worn.

ORDER INFORMATION

How can I check on the status of an order that I placed?

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.  To check your order status without an account, select Order Status at the bottom of the page and enter your order number and the e-mail on the order.

SHOPPING ONLINE

Will I be charged sales tax?

If you are shipping to California, Connecticut, District of Columbia, Georgia, Illinois, New York, or Texas you will be charged sales tax. 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.

Can I order by phone?

Yes, please call Customer Care at 1.800.401.8211 and we can place an order for you

Are all A+O items available on the website?

Not all items are shown on aliceandolivia.com. Please call customer care or your closest Alice and Olivia store if you would like to find a particular item.

If an item is out of stock is there a way I can be notified when it becomes available?

You can call Customer Care to find out if more of a particular item is on order.

How can I track my order?

To check your order status please 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. To check your order status without an account, select order status at the bottom of the page and enter your order number and the e-mail on the order.

Where do I enter a promo code?

Please enter your promotional code in the space provided on the Shopping Bag page and hit the “Apply” button. Promotional codes can also be added during checkout on the right hand side of the page. The value of the promotion will be applied to your order as a discount and will not appear on a line item basis.

Do you offer price adjustments?

We do not offer price adjustments at this time.

ACCOUNT INFORMATION

What is an account and why should I register?

An Alice and Olivia account will allow you to save your shipping and billing information for faster checkout. You can create and share your Most Wanted List.  You can track orders and view your order history.

Can I place an order without registering?

Yes, you may checkout as a guest.

How do I change my email address for login?

Please sign into your account and you can edit your contact information under Account Information.

What if I can’t remember my password?

You can request a new password by going to the sign in page here and clicking on "Forgot Password."

What is ‘most wanted’?

When you set up an Alice and Olivia account you can create a Most Wanted List to store and share items that you are interested in and not yet ready to purchase. You can also share your list by email with friends and family.

REPAIRS

What if I have a problem with an Alice Olivia product?

Alice and Olivia is happy to repair damaged merchandise that is a result of a company approved manufacturing issue within 6 months of purchase. We unfortunately, cannot handle repairs that are the result of normal wear and tear. If you believe that there is a defect in the workmanship and/or materials, please return the item to the original place of purchase. Please visit our full repairs policy here.

GIFTS

Can I include a gift message/have my item gift wrapped?

No, we do not offer gift messages or gift wrap at this time.

Can I pay with a gift card online?

Yes, we accept gift cards online.

Can I buy a gift card online?

No, we do not currently sell gift cards online.

EMAILS

How can I sign up to get A+O’s email newsletters?

In the top right hand corner of the website please click on “Subscribe” and fill out your name and email address.

How do I unsubscribe from emails?

You can unsubscribe from Alice Olivia emails by clicking on “Unsubscribe” in the bottom of one of our emails.

You will receive an email when the items you received have been received and processed in the warehouse.