ALICE: BUYER INFORMATION (FAQ)
You only need askHere are answers to common buyer enquiries (:
For more serious and detailed stuff, please refer to our Terms & Conditions
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1. CONTACT & EMAIL (+)
Q: How can i contact or submit my information to you?
Please see our contact page.
Q: I cannot seem to receive any of your mail & notifications!
If you are referring to mailing list updates, you may want to re-submit your name to our mailing list. However, if this problem applies to all other emails, or is persistent, it might be because your inbox is directing our emails to your spam folder. To resolve this, please add sales@alice.sg to your contact book.
2. PRODUCTS INFORMATION (+)
Q: Do colors of products in pictures differ from in real life?
Our photos are pretty accurate approximations of the real product, unless otherwise stated. However, some computer screen displays might result in disparities, which is inevitable but should not be significant.
3. PLACING AN ORDER (+)
Q: How can I order?
Use the order form here, or email the order to sales@alice.sg.
Q: The order form doesn't work for me, how?
If you are having problems using our form, please email your order to sales@alice.sg instead.
Q: How do i know whether my order has been placed?
All orders will be replied to within 24 hours, so you may check back after a day to make sure.
Q: Its been a over day, I didn't get my invoice!
Please check if the email had gone into your spam folder. If not, it is likely that your order has not been received. Do check with us, at the same time providing us details that you have included in your original order.
Q: Can I cancel my order?
All orders that have not been mailed out can be cancelled. Check with us, refunds will be made for cancelled paid orders.
Q: Do you accept international orders?
At the moment we do not. Our clothes are only available to buyers in Singapore. However, a significant number of international requests might change things!
4. MAKING PAYMENT (+)
Q: Why do i have only 24 hours to make payment??
To gain confidence in the placed orders, we hope to receive payment within a day - a reasonable time frame for a quick atm or ibanking transfer! Unfortunately, unpaid orders will be regarded as buyer intention to cancel. We request buyers who meet with difficulty making payment to drop us a mail within the time period to let us know - we could then extend the period for another day.
Q: What modes of payment are available?
Currently we accept ATM and iBanking transfers from these banks: POSB, DBS, OCBC, UOB. Regretfully, paypal and other credit card payment forms are not available just yet. Also, we do not accept concealed cash.
Q: What is your bank account number?
Please see this page
Q: How to send in my payment details?
Please fill in the payment detail forms, to which the link should have been included in your invoice. If not, you may access them here
Q: Have you received my payment?
We will acknowledge your payment within 24 hours of you sending in your payment details. If you do not receive our email, please check with us.
5. MAILING & SHIPPING OF PURCHASE (+)
Q: How long will it be before I receive my item?
We will mail out your purchase within 2 to 3 working days upon verifying your payment -- except for backorders and restocks, which will be mailed out after new stocks arrival. It will in turn take 2-3 working days within mailing for parcels to arrive.(Related: BACKORDERS)
Q: What's the difference between normal mail and registered mail?
There is no way to trace back normal mail, and we cannot be responsible for any unreceived mail. For registered mail, you have to pay extra fees. The mail comes with a tracking number and it will be delivered to your doorstep. If no one is at home at time of delivery, mail will be put at the nearest post office for redelivery or collection.
Q: I have not received my purchase!
Sometimes it may take a few more days than it typically does. However, if it has been over a week since we mailed out the items to you, we will check with SingPost on your behalf. Unfortunately, accidents do happen. If you have not opted for registered mail, we are afraid there is nothing we can do about lost mail. That is why we encourage buyers to pay a little more for registered mail.
Q: How do I know whether you really mailed out the items??
For every parcel we send out through normal mail, we will have purchased a Certificate of Posting, which is proof that the parcel was indeed sent out. Buyers who are in doubt may request that we present the certs. This cert, however, cannot be used to track and find parcels. Tracking is only available for registered mail.
Q: Can I do self-collection?
We do not offer self-collection.
Q: Do you ship internationally?
At the moment we do not. Our clothes are only available to buyers in Singapore. However, a significant number of international requests might change things!
6. SOLD OUT ITEMS & RESTOCKS (+)
Q: What i want is out of stock! ): Will you be getting more?
Sometimes we might. That is why, when a product is sold out, there will be a backorder request form next to it. You can request for backorders/restocks by entering your email, and if we indeed obtain restocks you will receive a notification.
7. RETURN & EXCHANGE (+)
Q: There is something wrong with my purchase! Can i get an exchange or refund?
We will bear full responsibility for items that are indeed defective, or if we have made a mistake with the purchase. We will do an exchange for you. However, if we are unable to exchange for you the item that you ordered, you may return the items and you will be given a full refund instead. Unfortunately, purchases must meet certain conditions before exchanges/refunds are allowed. Please see our Terms & Conditions to see a list of accepted defects/errors. Requests will be reviewed on a case-by-case basis.
Q: How can I go about an exchange/refund?
Firstly, please report the defect or error and request for exchange/refund through this form. Next, after we review the report and send you an acknowledgement email, you may mail the item back to us. All buyers mailing items back to us are required to purchase a Certificate of Posting to go with the postage. Once we have received & checked the items, we will act accordingly (i.e. transfer money or send out exchange item).
Q: Will you cover all postage involved in the exchange/refund process?
Yes we will, if the exchange/refund is valid (meaning we have verified that there are indeed defects or errors involved in the purchase).
Q: Is there a time limit for exchange/refund?
Yes, reports must be made within 3 days of receiving item, and items to be exchanged/returned must be mailed to us within 7 days of us agreeing to the exchange/refund.
Q: The item has been worn or washed. Can i still exchange it or get a refund?
Unfortunately, only brand new items can be exchanged or returned.
Q: Why do I need to snap a picture of the defect and send it to you guys?
If we feel that the problem can be assessed through a photo we will request for it. This will help us to decide whether we can carry out an exchange or refund for you! We want to avoid and minimize the situations whereby items have been mailed back to us but they turn out to be ineligible for exchange/refund.
*This section is more thoroughly covered in our Terms & Conditions. All buyers keen on an exchange/refund should read through these terms.
8. OTHER QUESTIONS / MISCELLANEOUS (+)
There are currently none.
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MY QUESTION ISN'T ANSWERED HERE (+)
Please ask us directly! We welcome all enquiries. You may do so through this contact page. Also, it is possible you might find answers to your questions in our more indepth coverage in Terms & Conditions.
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