Returns / Receiving

Returns & Refunds

🎄 Extended Christmas Returns

For gifts purchased between 1 November and 24 December, we offer an extended returns window. These items may be returned or exchanged until 31 January.

All returns must follow our usual guidelines: items must be unused, in their original packaging and suitable for resale. Postage costs are the customer’s responsibility unless the item is faulty.

Please note that final-sale items, bespoke pieces, earrings and gift cards remain non-returnable, even during the extended period.

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1. Missing, incomplete or damaged parcels

Please check your delivery within 7 days of receipt and report any missing or incorrect items by emailing us at hello@aliceinscandiland.com with your order number and photos of the parcel and its contents. After this 7-day period we may not be able to resolve the issue.

If your order arrives damaged, please photograph the outer packaging and how the item was found inside. These images help us make a claim with the courier and ensure things were packed appropriately. Without photographic evidence, we may be unable to offer a refund or replacement.

2. Change of mind (unused items) — applicable to online purchases only

If you purchased online and you change your mind, you have 14 days from the day you receive the goods to notify us that you wish to cancel, and then a further 14 days to return the item (i.e., up to 28 days in total). Once we’ve received the returned item, we will refund you within 14 days of receiving it or of your proof of return.

Returned items must be:

  • unused;

  • in their original packaging;

  • with all labels still attached.

Please contact us first at hello@aliceinscandiland.com with your order number and reason for return. Do not return items without contacting us first.

Please note:

  • The cost of the return postage is your responsibility unless the item is faulty or we sent the wrong item.

  • We will refund the standard cost of delivery you paid when you booked the original delivery (we will not cover optional premium delivery upgrades).

  • If returning from outside the UK, any customs charges incurred will be deducted from your refund.

  • We recommend using a trackable service and retaining proof of postage — we are not responsible for returns lost in transit.

3. In-store purchases

For purchases made in our physical store, change of mind returns (i.e., if you simply decide you do not want the item) are covered only by our store policy, not by statutory rights. Unless we state otherwise in-store, we reserve the right to offer exchange, store credit or no refund at our discretion.

Statutory rights for faulty or mis-described items still apply (see next section).

4. Faulty goods or items not as described

If you believe your item is faulty or not as described, please contact us at hello@aliceinscandiland.com with a description of the issue and, if relevant, photos. You have the right to report the fault within 30 days of receipt and request a full refund if the item is faulty. If you report a fault after 30 days but within six months of purchase, you may still be entitled to a repair or replacement, or a partial refund as appropriate.

Items purchased in-store or online are covered by these statutory rights regardless of our “change of mind” policy.

5. Items exempt from this policy

For hygiene or bespoke reasons, the following items are excluded from change of mind returns (unless faulty):

  • Custom-made items

  • Earrings

  • Magazines

  • Gift cards

  • Certain vintage items (as clearly stated in the product description)

6. Refund processing

Once we receive a return (online) and approve it, refunds will be issued within 7 days. If your refund isn’t showing, please:

  1. Check your bank or payment account again.

  2. Contact your card or payment provider — some delays are beyond our control.
    If you’ve done both and still need help, please contact hello@aliceinscandiland.com

This policy is in addition to your legal rights under UK consumer law.
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