Shipping & Returns Policy
This policy relates to all items offered under our Collection, Artwork and Digital Schemes and Lighting.
Placing an Order
Artwork, Digital Schemes & Lighting
Artworks, digital schemes and lighting are available to purchase via our website. Shipping costs will be calculated and included at checkout. Collection Due to the bespoke nature of our furniture, orders must be placed via our email enquiries@alicegrace.co.uk. For international orders, please contact enquiries@alicegrace.co.uk All payments are processed in Pounds Sterling.
Cancellations
Due to the made-to-order nature of our art prints, furniture and lighting, orders enter production shortly after being placed. We’re therefore unable to offer cancellations or amendments once an order has been placed. Please double-check all details carefully before completing checkout.
Delivery
Collection
Delivery of our furniture and larger upholstery items will be handled by an independent white glove courier service to ensure the safe and careful handling of our delicate and high-value items. Please ensure prior to delivery, all personal details such as name, delivery address and bespoke dimensions, are correct and suitable for your requirements. Failed delivery due to incorrect information, may result in a non-refundable delivery charge.
Lighting
All deliveries will take place via courier from Monday – Friday before 5pm and a signature will be required. Lead times are around 4-6 weeks. Weekend delivery can be arranged at an additional charge.
Digital Schemes
You will receive your digital download via email upon placing your order.
Artwork
Delivery typically takes 6–10 working days (up to 15 for some international destinations). Tracking details will be shared once your order is on its way. All prints are dispatched from the UK. Depending on your location, import duties and taxes may apply and are not included in the shipping cost. For further details, please see our Shipping & Returns Policy. Please allow up to 15 working days for delivery. If the artwork is not received by then, please notify us via enquiries@alicegrace.co.uk.
Artwork - Customs, Duties & Import Taxes
Whether you are charged at the border depends on the destination country. Where applicable, these charges relate to local sales tax but may be referred to as customs charges, import duties, import taxes, or handling fees. Orders shipped to the United Kingdom, the United States, and the European Union will not incur additional charges at the border. For all other destinations, charges may apply depending on the value of the shipment and the destination country’s regulations. If the order exceeds the applicable threshold (often referred to as the “de minimis” value), local taxes or duties may be charged. As these thresholds and rules can change, we recommend that customers check the latest import requirements with their local customs authority before placing an order.
Returns
Collection & Lighting
Please be aware that due to the bespoke nature of our collection and lighting, you can only return those which are damaged. If your order is damaged in any way please contact our administration team on enquiries@alicegrace.co.uk within 24 hours of receiving your order with evidence of the damage including any relevant images/videos. It is the customer's responsibility to return items to us in secure and suitable packaging, with a collection arranged by Alice Grace.
Digital Downloads
Please note, we do not offer refunds on our downloadable schemes.
Artwork
Each print is made to order and carefully prepared once your purchase has been placed. For this reason, we are unable to accept returns or exchanges for change of mind. If your order arrives damaged, faulty, or incorrect, please contact us within 24 hours of delivery at enquiries@alicegrace.co.uk including:
your order number
a clear photo of the issue
a brief description
All prints are produced and fulfilled by our trusted print partner and are packaged with care to ensure they arrive in perfect condition.