About your order

After I have placed an order with you, how will I know you have received my order?

After your order and payment have been processed by the system, you will automatically be sent an order confirmation email. This shows the products and quantities ordered, the delivery address and your five-digit order number.

If you do not receive this email, firstly please check your Spam or Junk folder in your email system, in case the order email has been filtered out.

If you still do not have your order confirmation email, contact us via orders@alicecaroline.com, stating the name which was on the order and the date on which it was made, and we will try to locate your order for you. Most often the lack of a confirmation email is simply an error in the email system, not a failure of the order itself.

Can I add items to my order?

Please take every care to ensure you order all the products that you genuinely want, extra payments and/or refunds may take 7-10 days to process.

Due to the ongoing situation with Covid-19 and its impact on our level of staffing safely, we are unable to combine orders or add further items to existing orders.

Can I cancel my order?

Please take every care to ensure you order all the products that you genuinely want, as cancellations and refunds may take 7-10 days to process.

If you ordered something by mistake and wish to cancel, please contact us as soon as possible in order to stop the order from being processed and dispatched.

For orders which have already been dispatched at the point of customer cancellation, the terms of the Distance Selling Regulations provide 14 days from order receipt (by you) in which to cancel your order and return the goods, however the postage will be at your own expense unless the goods are faulty or unfit for purpose. This does not affect your statutory rights as a consumer.

Please see Delivery and Returns for details about how to return items.

Can I return or exchange cut fabrics or a bespoke order?

We try at all times to deliver goods which you will love. If you are not satisfied with your purchase for any reason you may contact us within 14 days of receiving your goods to initiate a return or exchange. Items must be returned to us in their original condition and original packaging within 28 days of purchase. Please ensure that you contact us prior to sending an item back, including your preference for a refund or exchange for a different product.

If the goods are returned due to an error on our part or a fault within the product, then we will refund the price of the goods plus postage costs. If the goods are returned for another reason – e.g. you changed your mind or did not like the colour – then the postage costs will not be refunded.

This policy does not apply to samples.

This does not affect your statutory rights as a consumer.

Can I return or exchange ready-made products?

We try at all times to deliver goods which you will love. If you are not satisfied with your purchase for any reason you may contact us within 14 days of receiving your goods to initiate a return or exchange. Items must be returned to us in their original condition and original packaging within 28 days of purchase. Please ensure that you contact us prior to sending an item back, including your preference for a refund or exchange for a different product.

If the goods are returned due to an error on our part or a fault within the product, then we will refund the price of the goods plus postage costs. If the goods are returned for another reason – e.g. you changed your mind or did not like the colour – then the postage costs will not be refunded.

This does not affect your statutory rights as a consumer.

I can’t complete the payment process (PayPal, credit card or debit card)

Some common reasons for payment failing are:
• Paypal having technical website problems
• The payment card linked to your account being past its expiry date
• The details on the card not being entered correctly

Occasionally, it can help to switch internet browsers to complete your order, or try to use a different device.

If you cannot complete a payment for an order, we are happy to accept orders and payment over the phone using a credit card, or via email using a PayPal invoice. Our Contact page includes our email address and phone number. 

If you are emailing us about a problem with payment or another website issue, please include in the email: your browser, device and payment method, and a description of what seems to be happening (or not). This will help us to identify the source of any problem.

I’m getting an error message when I try to order on your website

Please contact us via fabric@alicecaroline.com with details of the problem. We always appreciate being informed about any issues or errors, and if there is a known “snag” we may be able to help you get past it. If there is a new issue then we can raise this with our technical team in order to resolve it.

Where’s my parcel?

Delivery is significantly affected by the coronavirus pandemic – see Covid-19 page for latest information

Orders are usually dispatched within the dispatch time estimate shown on your confirmation email and at the top of the Checkout page. If an item is out of stock or delayed we may contact you by email to agree a replacement.

If your parcel has not yet arrived and you’re concerned, then please take the following steps:

  • Refer to your order dispatch email to note the date the order was dispatched by us;
  • Check the safe places near the delivery address (e.g. a side porch, shed, or a neighbouring property);
  • If your shipping address is a business/organisation rather than residential, please be sure to check your mail room or goods-in area carefully;
  • Check your order details to ensure that the postage address you supplied is 100% correct;
  • Contact us if you have been waiting an unreasonable amount of time and we’ll do what we can to help.

In our experience, delayed parcels do mostly arrive. Therefore we are unable to offer a refund or replacement product until a certain time has passed, as detailed below:

Delivery service: Refund or replacement possible after:
UK Flat Rate delivery 10 working days from dispatch date
UK Next Day delivery 1pm on the working day when delivery was due
International Worldwide post 30 calendar days from dispatch date
International Tracked 30 calendar days from dispatch date

If your parcel has not arrived, please contact us via  orders@alicecaroline.com and we will locate as much information as possible about your parcel and offer a solution which meets your needs.

This delivery policy does not affect your statutory rights as a consumer.

About the delivery services we use

UK Flat rate

UK flat rate delivery is sent by Royal Mail First Class and is untracked; however we are able to see exactly when the parcel was dispatched from us and can often retrieve some information about delivery. 

UK Next Day (not always available)

UK Next Day delivery is sent by Royal Mail’s Special Delivery service. This is guaranteed to arrive by 1pm on the next working day after the parcel was dispatched. This service requires a signature upon delivery.

International Standard

Standard overseas orders are sent by Royal Mail and the relevant local postage service to your country. This service is untracked which means it is impossible to trace parcels. 

International Tracked

“International Tracked” orders are sent via Royal Mail’s International Tracked service. Upon dispatch of your order you should receive an email which includes the tracking number for your parcel and a hyperlink with which you can track its progress.

 

Delivery

Delivery is significantly affected by the coronavirus pandemic – see Covid-19 page for latest information

Delivery

We do ship internationally. All products and fabrics can ship to any destination worldwide.

Dispatch time

Our current dispatch time is indicated at the top of the Checkout page. If you add any physical product to your basket you can then “Proceed to Checkout” to see the dispatch time, and return to shopping afterwards.

For all other Delivery information, please see our Delivery and Returns page

My order payment has been taken but I haven’t had an order confirmation

When your order is accepted by our website you should immediately receive an email with details of the order. Sometimes this is filtered out by the email client and hidden in the spam or junk mail folder, so it is worth checking these to see if this has happened.

If you cannot locate this email and would like to check to ensure we have received your order, please contact us and we will be glad to help.

 

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