Returns & Exchanges
We want you to feel confident ordering from John and Alice. If the size is not quite right or you need help with your order, you can submit a request directly from your order page.
All requests are reviewed before approval. Please do not send anything back unless we have provided return instructions.
1. Size Exchanges
We offer one free size exchange per order within 14 days of delivery.
Size exchange requests can be submitted directly from your order page. Once reviewed and approved, we will arrange a replacement in a different size of the same style and colour.
You do not need to return the original item.
If the requested size is ready to ship, it will normally be dispatched within 2–3 business days. If it is not currently in stock, we can make the replacement to order and normally dispatch it approximately 15 days after approval.
2. How to Submit a Request
To request a size exchange or return and refund:
- Open your order page using the link in your order confirmation email or customer account.
- Select the relevant item.
- Choose either “Free Size Exchange” or “Return & Refund”.
- Select a reason and provide any requested information.
- Submit your request for review.
We will review your request and confirm the next steps by email.
If you cannot access your order page, please contact us at support@johnandalice.com.
3. Exchange Conditions
Our free size exchange is:
- Limited to one exchange per order.
- Available within 14 days of delivery.
- Available for a different size of the same style and colour.
- Fulfilled from available stock or made to order when the requested size is not currently in stock.
- Provided without an additional product or standard shipping charge.
- Offered without requiring the original item to be returned.
We reserve the right to decline duplicate, fraudulent or abusive exchange requests. This does not affect any consumer rights that cannot lawfully be excluded.
4. Returns and Made-to-Order Items
Return and refund requests can be submitted directly from your order page within 14 days of delivery.
Requests are reviewed to confirm eligibility and the appropriate next steps. If your request is approved, we will let you know whether the item needs to be returned.
Please do not send anything back before receiving instructions from us.
If a physical return is required for a change-of-mind return, the customer may be responsible for the return shipping cost unless we confirm otherwise.
Made-to-order pieces are normally dispatched approximately 15 days after the order is placed. If you need to change or cancel a made-to-order item, please contact us as soon as possible. Available options may depend on whether production has started and on your applicable consumer rights.
Made-to-order status alone does not remove any statutory rights. Items made to individual measurements or personalised specifications may be treated differently where permitted by applicable law.
5. Faulty or Incorrect Items
If your item arrives damaged, faulty or incorrect, please submit a request through your order page or contact us as soon as reasonably possible.
We may ask for photographs or other information to help us assess the issue.
Depending on the circumstances and your applicable consumer rights, we may offer a replacement, repair, partial refund or full refund.
Please do not send the item back unless we ask you to do so. Where a return is required for a faulty or incorrect item, we will provide instructions and cover reasonable return costs where required.
A replacement provided for an incorrect, damaged or faulty item will not count as your one free size exchange.
6. Refunds
Approved refunds are issued to the original payment method.
If a physical return is required, we will process the refund after receiving the item or evidence that it has been returned, as applicable.
If no physical return is required, we will process the refund after the request has been approved.
Once issued, refunds usually take 5–10 business days to appear, depending on your bank or payment provider.
7. Statutory Rights
Nothing in this Returns & Exchanges Policy excludes, restricts or replaces any consumer rights that cannot lawfully be excluded or restricted.
Where local consumer law provides greater rights than this policy, those legal rights will apply.
8. Contact Us
If you need help with a return, exchange or order, please contact us:
Email: support@johnandalice.com
Phone / WhatsApp: +44 7386 873294
We normally respond within 1–2 business days.