Returns & Exchanges
We want you to feel confident ordering from John and Alice. If you need help with sizing, we are here to help.
1. Size Exchanges
We offer one free size exchange per order within 14 days of delivery.
If your item does not fit, you may request a size exchange within 14 days of receiving your order. There is no need to return the original item.
Once your exchange request is approved, we will arrange a replacement order in the new size and send you updates by email.
2. How to Request an Exchange
To request a size exchange, please submit your request directly on the order page within 14 days of delivery.
If you need help, you may also contact us through the form on our Contact page or email us at support@johnandalice.com.
3. Exchange Conditions
To be eligible for a size exchange, your request must be submitted within 14 days of delivery.
We reserve the right to refuse an exchange request in cases of abuse, repeated misuse of the policy, or where the request does not meet the conditions stated on this page.
4. Non-Returnable / Non-Exchangeable Items
Unless faulty, the following items may not be eligible for return or exchange:
- personalised or made-to-order items produced specifically for your order
- items marked as final sale
- gift cards
- any item stated as non-returnable or non-exchangeable on the product page
5. Faulty or Incorrect Items
If you receive an incorrect or faulty item, please contact us within 7 days of delivery with your order number and clear photographs. We will review the issue and work with you to resolve it as quickly as possible.
6. Refunds
At this stage, our standard policy is focused on size exchange support rather than general change-of-mind refunds.
If a refund is approved due to an exceptional circumstance, it will be issued to the original payment method. Please allow a reasonable number of business days for the refund to appear, depending on your payment provider.
7. Shipping Costs for Exchanges
Under our free one-time size exchange policy, there is no need to return the original item. If your exchange request is approved, the replacement item will be shipped at no additional cost.
8. Contact Us
For any exchange or return enquiries, please contact us at:
Email: support@johnandalice.com
Phone / WhatsApp: +44 7386 873294