Exchange and Refund Policy

We have a 14-day exchange and return policy, which means you have 14 days after receiving your item to request an exchange or a return.

To request a return or exchange, you must first contact us by email at info@aliceetmaman.be. Returns or exchanges that are not requested this way will not be accepted. 

To be eligible for an exchange or a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Exchange Policy 

We apply a free exchange policy. If you wish to exchange an item for a different size or for a different article, we advise you to contact us via info@aliceetmaman.be. Please place a new order for the item of your choice so that we can process all orders correctly. As soon as we have received your new order, you will receive a Bpost label from us to return your package free of charge. Once we received the first package in perfect condition, we will send your new package as soon as possible. 

You will receive an e-mail once your return has been received & processed. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@aliceetmaman.be.

Refund Policy

To start a return, please contact us by mail info@aliceetmaman.be. If your return is accepted, we'll send instructions on how and where to send your package. The costs to return a package are for the buyer. Items sent back to us without first requesting a return will not be accepted. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded through your original payment method. 

You will receive an e-mail once your return has been received & processed. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@aliceetmaman.be.

If you return goods without notifying us by email within the 14-day return period, or if the package is returned after this period, the return will be canceled upon receipt by Alice et Maman. The parcel will then be automatically returned to the sender. If a return is received without prior approval from Alice et Maman (e.g. if no one is present to refuse the delivery and the parcel is nevertheless left by the courier), the buyer will be informed by Alice et Maman. The buyer will then be required to have the parcel returned to their own address at their own expense.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns nor exchanges on sales items (archive sales, samples sales or regular sales) or gift cards.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.