My Friend Alice guarantee a ‘Love it or return it’ return and refund policy.

- Return any unworn item within 14 days for a full refund.
- email customercare@myfriendalice.com.au for a flat rate label on larger returns.

We’ll give you 14 days to try on your items, and decide if they suit you.

You may return the items bought online within 14 days of purchase for a full refund on full priced items.

For all sale items, we offer an exchange or credit, or full refund when returned within 14 days.

Please note: the refund is for the item/s and does not include the postage charges.

HOW DO I RETURN PRODUCTS TO MY FRIEND ALICE?

You can find an online form here:
https://my-friend-alice.myshopify.com/pages/returns

Please fill it in, and wait for us to send you details on how to return the item via email.

We will get back to you within 24 hours on weekdays, or by Monday 5pm if you submitted a return request over the weekend.

This sheet clearly outlines the process for returning, including the return address and how to nominate for a credit vs return vs exchange.

WHO PAYS FOR POSTAGE FOR RETURNS?

The return postage is your responsibility, but when you use our $7.95 flat rate parcel, no need to pay at the post office, we'll deduct the amount from your refund.

Of note, to return an item, the items can not have been worn or washed or dry cleaned. All labels must be attached, and the garment should be return in an “as new” condition. Please also ensure you take care to protect the garment when posting.

We recommend returning an goods via registered mail to ensure their safety as we do not take responsibility for goods lost in transit when returned.

WHAT IF A PRODUCT IS FAULTY

Each garment is inspected upon arrival at Alice HQ. We closely inspect to ensure each items is in 100% perfect condition before we send to you, our client. We then carefully package our items to ensure they make it to you in pristine condition.

However, if the item didn’t make it to you in perfect condition, please call our customer service immediately on 1300 940 819 or e-mail customercare(@)myfriendalice.com.au to let us know and we can either send out a post bag for you to return the product in or refund your postage when the parcel arrives. If available you can request a replacement or refund for the product.

EXCHANGES

If you would like to exchange an item, we’d like to arrange this asap to ensure we can swap the size or style quickly. So send us e-mail at customercare(@)myfriendalice.com.au or call us to let us know what item you are after including the style number, colour and size you would like so that we can put it on hold for you. From there, simply return the unwanted item, and we’ll get the new one to you, refunding any difference.

IF YOU DON’T LOVE IT – SEND IT BACK!

Shopping online should a wonderful experience each time with MY FRIEND ALICE. Like your favourite designer boutique, we aim to ensure you always have something to wear – and also, that that something is something special.

To save you time, don’t hesitate to order two sizes if you are not sure, and order a few styles. Keep what fits and suits you, and return what doesn’t – it’s that easy.

If you feel you need more guidance on where to start… call and speak to Alice, or email to ask for some advice.

WHAT IF IT'S BEEN MORE THAN 14 DAYS SINCE I PURCHASED?

After 14 days, we can offer a credit or swap of the item you have purchased, so long as you get in touch with us within 30 days.

After 30 days we are unable to offer a credit, swap or refund on purchases.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed,
and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@myfriendalice.com.au

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We will happily replace items within 15 days, if they are defective or damaged. If you need to exchange it for the same item,
send us an email at customercare@myfriendalice.com.au and send your item to: 206 Megalong Street, Leura, NSW, 2780.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for
the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to
give to you later, we will send a refund to the gift giver and the giver will find out about your return.

Shipping
To return your product, you should mail your product to: 206 Megalong Street, LEURA, NSW, 2780.

You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.