CUSTOMER SERVICE

RETURNS AND EXCHANGES

We will gladly accept returns and exchanges on all items if you are not satisfied with your purchase. These items apply to regular and sale price merchandise as well as those purchased with a gift card. Please read the following carefully for rules, guidelines and procedures on returns and exchanges.

GUIDELINES AND POLICY

ALL RETURNS MUST BE AUTHORIZED BY AL&ALICIA® (BY ALICIA PTE LTD).

AL&ALICIA® (BY ALICIA PTE LTD) will not accept returns or exchanges for any items without the original tags, or returned items that are damaged, soiled, worn or washed.

Instructions
  1. Send us an email at returns@alandalicia.com within 5 DAYS of receiving your order, with a brief explanation of your return or exchange, as well as the order number.
  2. You may also use this online form for your return requests. Complete the online form and submit within 5 DAYS of receiving your order.
  3. Once your return or exchange is approved, you will receive a Return Authorization Number (RA#).
  4. Complete the "Return and Exchange Form" provided in the original shipment. Please indicate your RA# clearly.
  5. Pack and seal your return merchandise securely and include the completed "Return and Exchange Form". Affix the enclosed pre-addressed return label on the outside of your package. Returns must be made via a postal or courier service with tracking abilities. Please note that AL&ALICIA® will not accept liability for lost shipments and/or item(s) that are damaged during transit.
  6. Please note that the return label is not pre-paid and the customer will be responsible for all shipping costs.
  7. ALL RETURNS MUST BE POSTMARKED WITHIN 7 DAYS from receiving your RA#.
  8. Mail the package to:
    AL&ALICIA® - CUSTOMER SERVICE
    BY ALICIA PTE LTD
    7D Binjai Park
    Singapore 589821
  9. You will be notified by email once your return has been received and successfully processed. Please retain this document for your records.

Upon acceptance of the returned merchandise, we will credit your refund to the purchaser's original credit card or gift card accordingly. Please allow 2-3 weeks for your refund to be processed. We will credit back the full cost of the item(s), including sales tax, if any. Original shipping costs are non-refundable.

For exchanges, the new item will be shipped to you with the shipping rate charged to your credit card used for your original purchase. Do note that exchanges will only be processed if the item is available.

FAULTY MERCHANDISE

Goods are classified as faulty if they are received damaged or where a manufacturing fault has occurred. Please note that items damaged as a result of normal wear and tear are not considered faulty. If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. We will send a replacement item at our cost after a thorough quality check. All faulty items must be returned in its original packaging with all garment tags and labels intact, unused and unwashed.

GIFT RETURNS

If you have received an item(s) from our website as a gift and would like to make a return or an exchange, please request a RA# within 5 DAYS of receiving your gift. Please include your name and email address as well as the purchaser's name, order number on the gift receipt, and list the item(s) you wish to return. Please follow our Return Instructions above.

Refunds on gift returns will be processed in the form of store credit. Any additional shipping, taxes and import duties will be deducted from your refund.

DISCLAIMER

AL&ALICIA® (BY ALICIA PTE LTD) reserves the right to reject any returns and exchanges that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and a refund or exchange will not be granted. For any questions or concerns regarding the return and exchange process, email us at returns@alandalicia.com or drop us a call at +65 6763 2725.