We want you to be completely satisfied with your purchase from Mad Alice.
If, for any reason, you are not happy with the order you received, we gladly accept timely returns.
Please follow the return process outlined below and contact our Customer Service team within 7 days of receiving your item(s) to initiate the return.
Contact Information:
Email: [email protected]
Returns Process:
- Contact us within 7 days of receipt of the items and provide your reason for the return along with photos for verification.
- Please include your order number in the email. Your order # can be found in your order confirmation email or in your account.
- All items must be returned in their original condition, which means they should be unworn, unwashed, unaltered, and undamaged, with the original tags still attached.
- Items that have been customised in terms of sizes, design, or colours cannot be returned as they were tailored specifically for you. However, we will be happy to discuss potential solutions.
- Once your return request is approved, please send the item back to us within 7 days (ensure to double box all shoes to protect during transit).
- Upon receiving the returned package, we will inspect the item(s) to verify that they are in the original condition and have the issues stated in the return request. After confirmation, we will proceed with processing your refund.
- Gift cards can not be returned and are not redeemable for cash.
Refunds:
- Once your return is confirmed, refunds will be processed within 2 days after we receive your package. The refund amount will be issued to your original payment account.
- Please note that the original shipping fee and insurance charges are non-refundable.
- The refund process typically takes 5-7 business days. If you haven’t received the refund within 7 working days, please check your bank account first. If there’s still an issue, contact your bank or credit card company. If the problem persists, reach out to us.
Order Cancellations:
- If you need to cancel your order, please contact us immediately after making the purchase. If the payment has been completed but the customisation is not yet underway or the items have not been shipped we can cancel your order and provide a full refund.
- Once the parcel has been shipped, we cannot cancel the order. If you still wish to cancel your order, please contact us for further assistance.
Colour Mismatch:
- Please be aware that the colour settings on your computer screen may slightly alter the colour appearance of the pictures shown on our website. We make every effort to match the true colour to the screen representation, and your understanding is greatly appreciated.
- If you receive an item of the wrong size or colour to your order- We we will either make the correct colour/size shoes for you at no additional cost or issue a full refund including your return shipping costs
Damaged Item:
- At Mad Alice, we maintain high-quality standards, and we package products to withstand shipping by carriers. However, if your item arrives damaged, please contact us as soon as possible.
- Provide details about the problem and send photos of any visual damage to [email protected].
- If you selcted insurance for your delivery at the checkout we will issue a refund for items damaged during transit.
Missing/Wrong Item:
- If you receive the wrong item or find that an item is missing from your order, please contact us immediately.
- We will ship out the correct item within 1-2 business day and provide a prepaid label for returning the incorrect item, if necessary.
- Kindly inform us of what you ordered and what you received in its place. We will rectify the situation promptly.