ABOUT OUR SHIPPING

All pieces are made by hand with lots of love, care and time! Please allow 1-2 business days for product to be made before shipment. Pieces may appear differently from the items shown online.  Please note all pieces are made to order and shipped from Portugal.

You can place an order containing both pre-order and in-stock products. In-stock products will be shipped according to pre-order delivery time. But you may receive your products separately depending on their availability date.

Due to customs limitations we don’t ship to Switzerland, Brazil and Russia via express service. For these countries we only work with standard delivery via CTT (national post service).

 

DELIVERY TIME ESTIMATES

Alice & Co offers free standard delivery on orders above 150€. Please note that free shipping will be applied to your order at checkout.

 COUNTRY | ZONE TIME DELIVERY PRICE FREE SHIPPING
Portugal 1-2 working days 3.50€ Over 150€
Spain 1-2 working days 5€ Over 150€
Spain Islands 1-2 working days 15€ Over 150€
Europe 1-3 working days 8€ Over 150€
USA & Rest of the World | Express delivery 2-5 working days 25€

Over 150€

USA & Rest of the world | standard delivery* 15-30 working days 8€

Over 150€

Brasil, Switzerland & Russia 10-20 working days 8€ Over 150€

 

 * Due to customs limitations we don’t ship to Switzerland, Brazil and Russia via express service. For these countries we only work with standard delivery via CTT (national post service).

 

Delivery times are provided as guidelines only. Kindly note that delivery to rural addresses can result in longer delivery times.

The express deliveries, except for Portugal and Spain, are shipped with DHL and requires a signature upon delivery. DHL usually operates on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended).

Once an item is shipped via standard service, we are no longer responsible. We do not refund for packages lost in transit. We are unable to refund or replace stolen packages or any un-retrieved packages that have been confirmed as delivered. The express service shipment in addition to being faster, it's safer.

 

NOTE: Throughout your checkout process we offer both our local postal service (CTT) along with other international services like MRW & DHL.  When an international order is placed and STANDARD SERVICE is selected as your shipping option, please note once the parcel leaves Portugal it is then transferred to your governments postal service. This means the CTT no longer receives status changes like a private service (MRW or DHL) would. Once your parcel has reached the country from where the order was made we will no longer be able to provide status changes or tracking information.

Please ensure your delivery address is correct and secure: We are not responsible for items not received due to an incorrect or an incomplete shipping address. Items marked undeliverable due to an incorrect shipping address will be reissued if and when they are received back and will incur a re-shipping fee.

Lost Packages : If your package gets lost in transit, we will do everything we possibly can to assist you. We are not responsible for packages once proof of delivery is generated.

 

TAXES & DUTIES

The prices of products are expressed in Euros inclusive of taxes but excluding customs duties, for orders outside of the EU that shall be borne by the Customer.

For orders outside of the EU :

All applicable duties shall be borne by the customer. Unfortunately we cannot estimate how much duties you will pay but your local customs should be able to estimate the price.

Alice & Co. cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control.

Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or stock availability and/or customs delays. We are unable to deliver to post office boxes. All orders are fully traceable through DHL.COM.

 

ORDER STATUS

 All orders for Portugal & Spain are shipped with and are fully traceable on MRW website. You can always contact them if you have questions regarding your shipment.

All express delivery orders for EU & rest of the world are shipped with and are fully traceable on DHL website. You can always contact them if you have questions regarding your shipment.

 

NOTE: Throughout your checkout process we offer both our local postal service (CTT) along with other international services like MRW & DHL.  When an international order is placed and STANDARD SERVICE is selected as your shipping option, please note once the parcel leaves Portugal it is then transferred to your governments postal service. This means the CTT no longer receives status changes like a private service (MRW or DHL) would. Once your parcel has reached the country from where the order was made we will no longer be able to provide status changes or tracking information.

 

RETURNS

Your returned items must arrive at our office within 14 days after you receive them. We do not offer free returns or pre-paid labels. Custom products, such as customize, cannot be returned.

You may receive a refund of your purchase price before shipping costs once the item has been returned in its original condition. We don't accept exchanges.

If our tests prove that the items were already worn or changed (except for fitting purposes), we will not accept them. The items will be sent again to the customer, with no warning.

We are not responsible for returned items lost in the mail or customs, so please collect your tracking information for good measure.

Please follow this steps: 

  • Prepare the return formulary (if you don't have it please print here PT or EN) with your order number
  • Make sure that the jewelry is packed in our packaging.
  • (outside European Union) At the post offices, clarify on the customs declaration, on the outside of the package please mark it as "RETURNED GOODS" and declare 0 euros to avoid any customs charges. We are not responsible for any charges on packages returned by customs. (if you don´t do this we may never receive the package and we cannot make a refund).

After we receive the items, allow 1-7 business days for refund, without shipping costs.

 

FAULTY OR INCORRECT ITEM RECEIVED

If you have received an incorrect or faulty item please email us at alicecostore@gmail.com