Question still not answered? Contact us at email@example.com where we aim to respond within 48 hours, Monday-Friday.
Sorry, we're unable to make alterations to existing orders. You'll need to place a new order, however we are more than happy to refund postage if your original order hasn't already been dispatched.
Unfortunately we cannot promise that it will be possible to change or cancel your order once it has been placed. We aim to have all orders dispatched within 1 working day of being placed so the chances are your order might already be on it's way to you by the time we see your request. To avoid having to change/cancel your order please ensure that all order details are correct before completion. If we are able to cancel your order there will be a 4% admin fee.
All orders receive two emails: one is an order confirmation to let you know we've received your order and the other is to give you a heads up that your order is on it's way.
If you haven't received these emails please double-check your Spam folder because they can sometimes end up there. If your email(s) aren't in your junk mail then you may have incorrectly entered your email address. If you think this is the case simply send an email to firstname.lastname@example.org letting us know and we will resolve the issue for you.
We sometimes offer items for preorder before we physically receive the stock, so that you can secure your child's size ahead of time. Just order your item as you normally would, and either pay a deposit (with full amount paid when we receive the item) or pay the full amount at time of purchase. Make sure to order your preorder and ready to ship items separately, or else they'll be shipped together once we receive your preorder item(s).
Alternatively, our Pangasa brand is 100% preorder, meaning we do not hold any stock: all stock is ordered in specially for your child. Because of this, Pangasa items are final sale.
If we have not yet ordered your preorder item from the supplier, there is a chance that we will be able to cancel your order, however, any deposit made is non-refundable. If your preorder item has already been ordered from the supplier then we're sadly unable to cancel, as the item has been ordered in specially for you.
Your card may have been declined for a number of reasons.
- The address does not match the address on the cards records.
- The postcode does not match the cards records.
- The CVS/security number is incorrect.
- The card number is incorrect.
- Your card is not enabled for foreign transactions.
For security reasons we don't have access to any payment details or further information on declined transactions, or have any influence over the authorisation process. First we would recommend double checking all the information you've entered is correct, otherwise you will need to contact your bank or card issuer for further assistance.
Payment is not taken by us when your card is declined, although it may temporarily show on your bank statement. This is because your bank 'releases' the funds but we have not 'captured' them. This process is automatically reversed but the time taken will depend on your bank or card issuer.
For the security of us and our customers, sometimes when orders are flagged by our system as high risk we need to verify certain purchases to help prevent fraudulent transactions. In these cases we will require some form of photographic identification and your proof of address, but please be assured all information received is secure and completely confidential and will not be used for any other purpose.
If you'd prefer not to provide this information, we reserve the right to cancel and refund your order as we see fit.
If you order before 12pm GMT midday on a weekday we usually dispatch the same day. However this isn't always possible (we're a small family business!) so please allow at least 1-2 working days for processing especially during peak times.
We do not dispatch orders on weekends or UK bank holidays.
Your shipping confirmation will be emailed automatically when we mark your order as dispatched. Check your spam folder if your confirmation hasn't arrived to your inbox. If you think you may have entered your email address incorrectly, drop us an email and we can adjust it for you.
Yes we do! There are a few exceptions, but we can ship to pretty much anywhere in the world!
Sorry, as this is something that varies from country to country we can't estimate this for you and you'll need to check with your local customs authorities before placing your order! For your info, your parcel will be marked as 'baby clothing' along with the parcel value as legally required by us.
At Aliciasotherland we offer two types of product: Ready to Ship and Made to Order. Please, please take notice of this when you place an order. We aim to dispatch Ready to Ship products within 1 working day when possible, although it can sometimes take up to 2 working days. Made to Order products take from 14 to 28 working days to be dispatched - this will be stated on the individual product description. As soon as your order has been dispatched you will receive an email to update you.
Please note: Weekends are not working days, so if you order on a Friday evening, Saturday or Sunday, your order will most likely not be shipped until Monday morning.
You can also contact us at email@example.com to help track down your order.
UK Customers - All UK orders are sent tracked. You can find your tracking number in your shipping confirmation email.
International Customers - Tracking information is only available for orders sent via International Tracked. Tracking information is not available for orders sent via International Standard. You can find your tracking number in your shipping confirmation email.
We only have access to the same tracking information that you do - we are not affiliated with any postal companies and are not able to access their systems.
If you have any worries or concerns about delivery, we would recommend contacting your postal service directly for assistance.
Not lovin' your new goodies? Not a problem! You are more than welcome to return your items within 30 days (sale, inc. flash sale: 14 days) of shipment date (date in top right corner of returns form). You can find our full returns policy here.
Sadly our system is not tech-savvy enough to process exchanges. If you wish to exchange an item we ask that you return said item and then repurchase the new item.
Please note - if you have received a free gift and the return makes your order under the value required to be eligible for the free gift, you will also be required to return the gifted item. If your order qualified for free shipping and the return takes your under the free shipping threshold the cost of shipping will be deducted from your refund.
Yes - while there are no extra returns fees from us, you as the buyer you will be responsible for the cost of your return postage via whichever postal service you prefer (although we do recommend using a tracked service for extra peace of mind).
International orders - Standard air mail is the most used service for returns, however for peace of mind you may wish to send via a tracked service. On the customs form, include the value of 0 and state that it is a return of unwanted baby clothing.
We cannot accept liability for items lost when returned to us. If we have agreed to cover return postage for a faulty item, we will indicate which service you need to use as we cannot cover postage upgrades.
We do not offer free exchanges at this time. You can view more information on exchanges and returns here.
All returns need to be adequately packaged to avoid damage in transit. You are responsible for the item until it arrives back with us and we cannot issue refunds or replacements for goods damaged or missing during transit.
Together with your completed returns forms, we recommend packaging up your return by reusing the box your item arrived in (especially if returning a boxed item), or a normal mailing bag along with any other packaging included with your order.
Please do not return your boxed item in a mailing bag or non-padded, or paper envelopes designed for sending letters. This will not protect the item in transit, and the return may be refused upon arrival.
Sadly our system is not tech-savvy enough to process exchanges. If you'd like to exchange an item we ask that you return said item as normal and then repurchase the new item.
We are unable to reserve items, so we recommend purchasing the replacement item ASAP to avoid disappointment.
Oh no! Please be assured that this is rare and we'll do what we can to help! Please email us at firstname.lastname@example.org with your order number, and attach a photo of any damage within 30 days of purchase so we can assist as soon as possible. We would kindly ask that you wait for a response before returning any item(s) to us so we can get back to you with any specific instructions or clarification needed on your return.
All items reported as faulty will be inspected by us upon arrival. Please bear in mind that items showing defect deemed to be due to accidental damage, general wear and tear, age or neglect will not be regarded as faulty.
Oh no, sorry about that! All orders are carefully checked before packing but sometimes mistakes can happen. Don't worry though, we're here to help!
Please contact us straight away upon arrival of your order, making sure to include your order number and a quick photo of the incorrect item, along with your invoice as it arrived. Please rest assured you will not be left out of pocket in this situation - a replacement will be sent, or, if not possible, a refund will be issued.
Please allow up to 10 working days for your return to be approved. You will receive an email as soon as your return has been processed and a refund issued.
We aim to process all returns within 10 working days of arrival. Please leave extra time especially during peak times.
Refunds may take up to 72 hours to show on your bank statement, but the length of time varies depending upon your bank or card issuer.
Every so often we release discount codes as a little token of our gratitude, or just because we feel like it! You can find these across our different social media platforms. Follow us on the links below to make sure you don't miss out.
You can also follow our brand reps on Instagram who each have a unique discount code that can be used on full price items.
We also have a VIP mailing list - more often than not VIPs will learn of discount codes before anyone else! You can sign up for this at the bottom of most pages on our website.
Sometimes it's easy to get confused in all of the excitement of saving money, so here's how:
Promotional codes are entered on the right hand side on the first page of checkout. Don't worry, you won't be charged before you enter your discount code, you can review your new order total before you continue to your payment method.
Using a mobile device? Navigate to the first page of the checkout process and click the "Show order summary / Apply discount code" dropdown at the top of the page.
Only one coupon code is valid per order.
Sorry, there may be a number of reasons that your discount code is not available. These may be, but are not limited to:
Discount is no longer valid or has expiredDiscount is valid on selected lines only / subject to exclusionsYou are attempting to apply a discount to a sale line, or lines already on offerOnly one discount is valid per order
We also reserve the right to invalidate any discounts or offers at any time and for any reason, without warning. Discounts cannot be applied retrospectively - so let us know before confirming your payment if there is an issue with your code.
Sorry, we're afraid you can't: promotional codes cannot be applied to existing orders in any circumstances. All promo codes MUST be applied when checking out and it is your responsibility to ensure it has applied as expected before confirming your order.
Discount codes are not valid in conjunction with any other code or offer, and cannot be used on sale items (unless otherwise stated).
Sitewide discounts may be subject to exclusions. If you'd like clarification on any specific terms of a particular offer, drop us a message and we can fill you in on these before you place your order.
All offers are subject to availability. Special prices or discount codes will not be rain checked should an item no longer be available.
Offers and codes cannot be applied retrospectively at any time, and must be applied to your cart or at checkout to redeem. When you click submit, you are accepting the total amount shown in £GBP to be debited from your account.
We reserve the right to void any offer or code at any time for any reason, without notice.
The products sold on our website are intended for personal use only, and are not intended for purchase by wholesalers or resellers. We reserve the right to cancel any order that we believe may be intended for resale.
We know that some of your favourites sell out quickly, so we like to restock when we can! The chances are if you can still see the item on the website, it will be back in stock soon. It isn't there just to tease you - we leave them up so you can sign up to be notified of the items' return. If the item is no longer listed on our website, unfortunately the chances are we will not be restocking.
We endeavour to respond to your email within 48 hours Monday through Friday. We are a small team so we appreciate your patience and understanding, especially during busy sales periods. Please also make sure you are sending to the correct email address: email@example.com.
Please check your spam folder if you haven't received a reply to your inbox within the time stated. If you find emails are ending up in your junk folder, just add firstname.lastname@example.org to your contacts so you don't miss a message.
Yay, we love bloggers! If you have little people who would look great modelling our clothes and a growing social following send across an email to email@example.com to let us know.
Please keep in mind we are only a small family business, and so like to work with those who have show genuine love and support for our business.
No we don't, we are a purely online baby boutique.
We do not, sorry. Any orders thought to be placed with the intention to resell will be cancelled.