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Frequently Asked Questions

CONTACT US

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

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Affirm and Alice + Olivia gift cards.

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.

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

Once we have received the item in our warehouse, we aim to process a refund onto the original payment card within two weeks.

A+O now ships to over 100 countries and territories. For a list of available shipping countries and shopping currencies, please click on the flag icon at the top of the website.

SHIPPING

Ground shipping is free for orders over $50! (All orders under $50 will be charged $4.95 for Ground.) 2Day is $18 and Overnight Priority is $25.

No, packages do not need to be signed for.

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

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.

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

Yes, orders can be expedited. We offer 2Day shipping for $18 or Overnight shipping for $25. Please note: face masks are not eligible for expedited shipping.

To protect our customers from any errors in shipping or suspicious shipping activity, we do not ship to freight forwarders.

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. A+O reserves the right to deny a refund if the merchandise does not meet return policy requirements. Final Sale items can not be returned or exchanged. Please see our full return policy here

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

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

You can return your unworn items by visiting this page. Once we have received your request you will receive an email confirming your request which will also include a return label. If you would like to return your online order in store, please visit our Store Locator page to find the store closest to you. In store returns are free! Please note: at this time, orders purchased with Affirm payment method cannot be returned in store.

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.

Yes, you can return an online purchase in any of our alice + olivia stores. Please note: at this time, orders purchased with Affirm payment method cannot be returned in store.

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!.

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

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

You’ll find information about your refund on your Affirm account. Please refer to https://helpcenter.affirm.com/s/ for any questions.

ORDER INFORMATION

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, enter your order number, associated e-mail address and billing zip code under check order status.

SHOPPING ONLINE

If you are shipping to California, Colorado, 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.

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

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

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

Once an order has been placed we are unable to modify or cancel the order. We start processing orders immediately after they are placed to ensure they arrive as quickly as possible to you.

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, enter your order number, associated e-mail address and billing zip code under check order status.

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.

We offer price adjustments within 7 days of your order being placed. However, please note that temporary promotions or flash sale pricing cannot be applied to previous purchases. All price adjusted items are considered final sale and are not eligible for returns. Additionally, all items labeled as Final Sale are not eligible for price adjustments. .

ONLY ITEMS MARKED WITH “TAKE 25% OFF – NO CODE NEEDED!” ARE ELIGIBLE FOR THE BLACK FRIDAY EVENT PROMOTION. VALID ON FULL PRICE AND SALE MERCHANDISE ONLY. VALID AT ALICE + OLIVIA RETAIL STORES NATIONWIDE AND ALICEANDOLIVIA.COM. NOT VALID AT ALICE + OLIVIA OUTLET LOCATIONS OR ON ALICEANDOLIVIA.COM INTERNATIONAL ORDERS. PROMOTION BEGINS 12:00AM EDT 11/20/20 TO 11:59PM EDT 11/30/20. CANNOT BE COMBINED WITH ANY OTHER PROMOTION OR COUPON CODE. NOT VALID ON GIFT CERTIFICATES OR PREVIOUS PURCHASES. CANNOT BE REDEEMED FOR STORE OR CASH CREDIT. NO PRICE ADJUSTMENTS ON PREVIOUS PURCHASES. SALE ITEMS 60% OFF AND HIGHER ARE FINAL SALE AND ARE NOT ELIGIBLE FOR RETURN, EXCHANGE, OR CREDIT - NO EXCEPTIONS.

ACCOUNT INFORMATION

An A+O account will allow you to save your shipping and billing information for faster checkout. You can create and share your Wishlist. You can track orders and view your order history.

Yes, you may checkout as a guest.

Please sign into your account and click 'edit' next to My Profile.

You can request a new password by going to the My Account page and clicking on "Forgot Password."

When you set up an Alice and Olivia account you can create a Wishlist 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

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

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

Yes, we accept gift cards online. To check your balance, click here.

Yes! We now offer the ability to purchase an E-Gift Card online. You can print an E-Gift Card yourself or have us email the recipient directly.

EMAILS

On the bottom left corner of the website please click on “Sign Up” and fill out your name and email address.

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

SUSTAINABILITY

Please click here to learn more about our Conscious Collection and here to shop the collection.