Faulty, Incorrect or Misdescribed Items

We are sorry if something is wrong with your order. If you believe you have received a faulty, incorrect or misdescribed item, please contact our customer service team before submitting a return through the returns portal.

This helps us resolve the issue as quickly as possible and avoids your item being processed as a standard return.

What counts as faulty, incorrect or misdescribed?

This may include:

• An item arriving damaged
• A manufacturing fault
• A fault with the fabric, stitching, zip, fastening or construction
• The wrong item being sent
• The wrong size or colour being sent
• An item being materially different from how it was described
• A confirmed product, sizing or fit issue

This does not include normal wear and tear, accidental damage, damage caused by misuse, damage caused by washing or alteration, or an item that has been worn and then returned as faulty without evidence of a product issue.

How to contact us

Please email our customer service team at support@becauseofalice.com and include as much detail as possible so we can help you quickly.

Please include:

• Your order number
• The email address used to place the order
• The item name
• A short description of the issue
• Clear photos or videos showing the fault
• A photo of the full item
• A photo of the care label and swing tag, where available

Please do not send the item back through the returns portal until our customer service team has reviewed your case and confirmed the next steps.

What happens next?

Once we have reviewed the information provided, we will confirm how we can resolve the issue.

Depending on the circumstances, we may offer:

• A replacement, where available
• A repair, where appropriate
• A refund
• A return label, where we need the item sent back to us for inspection

Faulty, incorrect or misdescribed items are handled separately from standard returns and are not subject to diminished-value deductions.

If we need the item returned

If we ask you to return the item for inspection, we will provide instructions on how to do this.

Please return the item in the condition requested by our customer service team and include any accessories, packaging or tags where possible.

Once received, the item will be inspected. If the fault is confirmed, we will process the appropriate remedy in line with your statutory rights.

Items returned as faulty but showing signs of wear

If an item is returned as faulty but, after inspection, the issue appears to have been caused by wear, misuse, accidental damage, washing, alteration, or handling beyond normal use, we may not be able to treat the item as faulty.

In these cases, we will contact you with the outcome of the inspection and explain the next steps.

Fit issues

If you believe there is a genuine sizing, fit or manufacturing issue with your item, please contact us with details before returning it.

Where a product has a confirmed fit or manufacturing issue, we will treat this as a product issue rather than a condition-based return.

If the item simply does not fit or is not suitable, and there is no fault or product issue, it should be returned through our standard returns process.

Your statutory rights

This page does not affect your statutory rights. Faulty, incorrect or misdescribed items are handled separately from change-of-mind returns.