Shipping & Returns
SHIPPING POLICY
DELIVERY
When will I get my order?
Usually, it takes 3–14 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● Australia: 3 –14 business days
● USA: 10– 20 business days
● Europe: 10– 20 business days
● International: 10–20 business days
[Covid-19] When will I get my order?
Our fulfilment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing minor delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. As we continue to get back to normal, we appreciate your patience at this time and are happy to answer any questions you may have.
Where will my order ship from?
We custom create, pack and ship all orders locally to Alice and Will on the Sunshine Coast to ensure that your art is delivered to you with the utmost care.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at aliceandwil@gmail.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Orders
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at aliceandwil@gmail.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at aliceandwil@gmail.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Return & Exchange Policy
RETURNS
What’s your return policy?
Please choose your art carefully! As our pieces are original, limited edition prints curated by our artists at Alice and Will, we only offer returns and exchanges for change of mind or incorrect choice up to 24 hours after the order was placed. Though we are sure you will love your new little slice of paradise, if you have any questions regarding any of our designs, don't hesitate to contact us at aliceandwil@gmail.com or filling out our contact form! If there’s something wrong with your order, please let us know by contacting us at aliceandwil@gmail.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong or damaged items. If any of these apply, please contact us at aliceandwil@gmail.com with photos of wrong/damaged items and we’ll be happy sort that out for you as soon as possible.
Can I exchange an item for a different size/colour?
At this time, we don't offer exchanges. If you’re unsure which size would fit your space better, check out our sizing charts in the product photos or FAQ section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at aliceandwil@gmail.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!