FAQS

WHERE ARE YOU BASED?

We are located in the United States near Raleigh, NC.

HOW DOES SHIPPING WORK?

Alice and Ivy partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.
Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way (please email us for tracking)  :)
We offer international shipping options too - no matter where you are, you can buy from us!

THE TRACKING NUMBER FOR MY ORDER STOPPED UPDATING, WHAT HAPPENED?

If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.
Note: if for some reason your order is never released by customs, we'll send you a replacement!

I ONLY GOT HALF MY ORDER!!!

Like we said earlier, we ship directly from our distributors all over the world. This means that sometimes, your order will be shipped in multiple packages. Please do not worry! We offer a 100% money back guarantee; so on the off chance it never arrives, we will be happy to refund you or ship a replacement out.

WHAT IF I NEED TO RETURN SOMETHING?

No worries! Contact us right away and we'll help guide you through the process - we'll send you a prepaid mailer to send the item back.