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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.

 

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