SHIPPING & RETURNS
Shipping & Handling Policy
SHIPPING
Shipping is calculated based on your location at checkout. Order processing usually takes between 4 and 7 business days, sometimes 8-10 depending on the volume of orders. Different processing time applies to custom orders and made-to-order items. Orders are usually shipped Mondays-Fridays. We do not currently ship on weekends. Once processed, you will receive a confirmation email with your tracking information.
DELAYS / LOST PACKAGE / RETURN TO SENDER
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Once your order has been shipped and tracking information has been provided to you via email, ALICE PONS MILANO is not responsible for any shipping delays, or lost/stolen packages. Once your package leaves our facility it becomes the responsibility of the carrier and all claims must be filed through them. In such a case, you can enter your tracking number into Google Search and contact the shipping provider from there. *Please note, tracking numbers expire after 3 months and we will not be able to help you tracking down your package. For packages returned to sender, please contact a@alicepons.com to arrange a new shipping. The customer is responsible for the additional shipping cost in this case.
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TAXES & DUTIES
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Orders that are designated for shipment to countries outside of Europe may be subject to local taxes, customs, duties, and fees levied by the destination country [“Import Fees”]. The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees. ALICE PONS MILANO is not responsible for the customer’s import duties or taxes. If you refuse a shipment from ALICE PONS MILANO, you are responsible for the original purchase and shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to ALICE PONS MILANO. *Please note that refusing to pay your duties can sometimes incur several hundred dollars in fees.
Return/Exchange & Return Policy
Exchange and return requests must be submitted within 7 days of receiving your order. *Please refer to the conditions outlined below.
Please Note: We do not offer refunds, only store credit. Returns are not accepted for custom orders or discounted items.
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SIZE or ITEM EXCHANGE
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Exchanges are accepted for unworn items (excluding custom and discounted items) for a different size or product, provided the desired size is still in stock. To request a size exchange, please email us at a@alicepons.com with front and back photos of the item in its original, unworn condition. The new item will be shipped upon receipt and inspection of the returned item in new, unworn condition. Customers are responsible for return shipping, and the return address will be provided upon approval of the exchange request.
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ITEM RETURN
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To initiate a return for store credit, requests must be submitted via email and approved by our team. Please include front, back, and inside photos of the item in its original, unworn condition. Store credit for the item (minus shipping fees and packaging costs) will be issued in the form of a personalized promo code or gift card once the returned item is received and inspected.
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Packaging Requirements:The returned item must be sent back in its original packaging, including the proper dust bag, envelope, and any other packaging materials. Returns that are not packaged correctly will not be accepted.
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Customers are responsible for return shipping and will be provided with the return address upon approval. Please note, we do not provide return labels; you will need to create your own shipping label. When doing so, please ensure that the declared value matches the value listed on the documents attached to the original package. Be sure to clearly state that the item is a "return of samples" to avoid any additional import fees, which will be deducted from the store credit issued.​
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Shipping Cost Deduction: If your original order qualified for free shipping, the shipping cost that was covered by us will still be deducted from the store credit issued, and will be automatically subtracted from the gift card amount.
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CUSTOM ORDERS
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Due to the bespoke nature of custom orders, we do not accept returns for these items.
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CONDITIONS
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Returns will not be accepted for items that have been worn or used for photoshoots. If returned items show signs of makeup marks, stains, or noticeable wear, the return will not be approved.