We make in small batches, sometimes to order, and always with care. Here are the details that tend to matter most.

FAQ

Orders

Do you keep items in stock?

Some pieces are available as Ready to Ship, while others are available as Made to Order.

The current availability of each piece is shown on its product page. Ready-to-ship quantities are limited and may sell out.

What does Made to Order mean?

Made to Order means that your piece is made after your order is placed.

This allows us to produce more thoughtfully, reduce unnecessary overproduction and keep each piece part of a small-scale making process.

How long will my order take?

Ready-to-ship items are usually dispatched within 2–3 business days.

Made-to-order items are usually made and dispatched within approximately 15 days.

Most international express deliveries arrive within 3–5 business days after dispatch.

Can I change or cancel my order after placing it?

Please contact us as soon as possible if you need to change your order.

For made-to-order items, changes or cancellations may not be possible once production has started. Orders that have already been dispatched cannot be changed.

Any cancellation rights provided by applicable consumer law are not affected.

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Shipping

Where do you ship from?

Orders are shipped directly from our own small knitting workshop in Suzhou, China.

Do you ship internationally?

Yes. We offer free international express shipping to the countries and regions available at checkout.

How are orders shipped?

Orders are usually shipped by FedEx, DHL or a comparable international express courier, depending on the destination.

How long does shipping take?

Most international express deliveries arrive within 3–5 business days after dispatch.

Delivery times are estimates and may occasionally be affected by customs processing, local couriers, public holidays, weather or other circumstances beyond our control.

How much does shipping cost?

We offer free international express shipping on all orders.

Will I need to pay customs duties or import taxes?

Duties and taxes are included. No additional customs charges are expected on delivery.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

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Product & Sizing

How do your pieces fit?

Many of our pieces are designed with a relaxed or oversized fit, although the fit varies by style.

Please check the fit notes, model information and size guide shown on each product page before ordering.

How do I choose the right size?

Compare the measurements in the product size guide with a similar piece that you already own.

All garment measurements are taken with the item laid flat. If you are between sizes, follow the fit recommendation shown on the relevant product page.

Can I exchange for a different size?

Yes. We offer one free size exchange per order within 14 days of delivery.

You can request a different size directly from your order page. Eligible size exchange requests are processed automatically.

You do not need to return the original item. Replacement sizes are subject to availability.

Will every piece look exactly the same?

Because we work in small batches and use detailed knitting techniques, slight variations may occur from one piece to another.

We see these small differences as part of the character of small-scale production.

What materials do you use?

We work with a range of yarns and fibres depending on the style, including merino wool, lambswool, cotton, organic cotton, viscose blends and other carefully selected materials.

The full fibre composition is listed on each product page.

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Care

How should I care for my knitwear?

Always follow the care instructions on the garment label and product page.

In general, we recommend hand washing knitwear in cold water with a gentle detergent, reshaping it carefully and drying it flat.

Do not bleach or tumble dry. Store knitwear folded to help maintain its shape.

Can I machine wash my item?

Unless the garment care label specifically states otherwise, we do not recommend machine washing.

Please follow the instructions provided for the individual piece.

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Returns & Exchanges

Do you accept returns?

If you would like to request a return, please contact us within 14 days of delivery.

Return requests are reviewed individually according to the item, the circumstances and any rights provided by applicable consumer law.

Please do not send anything back before contacting us. We will confirm the next steps and let you know whether a physical return is required.

How do I request a size exchange?

Open your order page using the link in your order confirmation email or customer account, and select the size exchange option.

Choose the item and the replacement size you require, then follow the instructions shown on the page.

If you cannot access the exchange option, please contact us at support@johnandalice.com.

Can I return a made-to-order item?

Please contact us as soon as possible.

Return and cancellation eligibility depends on the item, the circumstances and applicable consumer law. Made-to-order status alone does not remove any statutory rights that apply to your purchase.

Items that are genuinely personalised or made to individual customer specifications may be treated differently where permitted by applicable law.

What if my item arrives faulty, damaged or incorrect?

Please contact us as soon as reasonably possible with your order number, a description of the issue and clear photographs.

We will review the information and provide an appropriate resolution in accordance with applicable consumer law.

Please do not send the item back unless we ask you to do so.

How will I receive my refund?

Where a refund is approved or required under applicable consumer law, it will be issued to the original payment method.

Refunds are normally processed by us within 5–10 business days after approval. Your bank or payment provider may require additional time before the refund appears in your account.

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Brand & Production

Why do you work with small batches and made-to-order production?

We prefer to make thoughtfully rather than endlessly.

Small-batch and made-to-order production helps us reduce unnecessary overproduction, stay close to the making process and plan production more carefully.

Where are your pieces made?

Our pieces are made in our own small knitting workshop in Suzhou, China.

We work closely with the yarn, colourwork, construction and finishing of each piece.

Are your pieces limited?

Some pieces are produced in very small ready-to-ship quantities.

Other styles may return in limited batches or remain available as Made to Order, depending on demand and production planning.

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Contact

How can I get in touch?

You can contact us through our Contact page or by email at support@johnandalice.com.

You can also reach us by phone or WhatsApp at +44 7386 873294.

Customer care normally replies within 1–2 business days.

I have a question before ordering. Can you help?

Of course.

If you need help with sizing, fit, availability, shipping or anything else, please contact us before placing your order.