Refund policy
We want you to be completely satisfied with your purchase from Alice. If you're not happy with your order, we're here to assist! Please contact us at help@Alice.shop if you need any help.
For more details on our Returns Policy, please read below.
We accept returns from the following countries : The United Kingdom
Order Modifications or Cancellations
Once your order is placed, you have 24 hours to contact our customer support team for modifications, address changes, or order cancellations. After 24 hours, your order will have entered the fulfillment process and cannot be modified or canceled.
Damaged or Incorrect Order
We take great care in ensuring that every product is carefully handled and shipped. However, if you receive a damaged or incorrect item, please take a clear photo of the item(s) and email it to us at help@Alice.shop within 7 days of receiving the order, along with your order number.
Once we verify the issue, we will send you a replacement immediately. Please note: If more than 30 days have passed since your order was delivered, we are unable to offer a refund or exchange.
For defective or damaged items, there is no return cost to you.
Please note that normal signs of wear, rust, breakage, or damage resulting from improper use, maintenance, accidents, or theft are not covered by this policy and will not be considered for a refund.
Order Not Received
If your order has not arrived within 30 business days of the order date, please contact us at help@Alice.shop for assistance.
Important: We are not responsible for undeliverable packages due to incorrect or incomplete address information. We verify shipping details with every customer in the order confirmation sent immediately after purchase. If there is an issue with delivery, the customer will be responsible for reshipment costs.
We are also not responsible for failed deliveries if the addressee is not home during the delivery window. If tracking shows "Delivered" but you haven't received the package, please reach out to the shipping carrier for assistance.
Customs Duties
Customs policies vary by country. Please contact your local customs office for information about any policies that apply to your location.
Alice is not responsible for any customs clearance charges, import duties, or taxes, and we have no control over what those charges may be. We cannot reimburse any costs incurred due to these charges. Additionally, we are not responsible for delays in delivery caused by customs.
If a package is undelivered for any reason, including refusal to pay customs duties, the order will not be eligible for a refund, and the customer will be responsible for return shipping costs.
Contact Us
If you have any questions or need assistance with your order, shipping, or returns, please don’t hesitate to contact us.
Alice
Address: 72 Berwick St, London, W1F 8TD, United Kingdom
Email: help@epiccycles.shop
Phone: +44 7123 256 610
Operating Hours: Monday – Friday | 9:00 AM – 5:00 PM (GMT)
Countries & Policy
Countries
United Kingdom
Returns
We accept returns for both defective and non-defective products.
Exchanges
Exchanges are accepted.
Product Condition & Return Window
Product Condition:
New products only
Return Window:
30 days from delivery date
Return Method & Fees
Return Methods:
• In-store returns
• Returns by mail
Return Label:
Included in the package at no additional cost
Restocking Fees:
No restocking fees
Refund Processing Time:
Refunds are processed within 3 business days after receiving the returned item.