Frequently Asked Questions
Everything you need to know about ordering, delivery, returns and caring for your Alice & Miles pieces. Can't find your answer? Get in touch — we're always happy to help.
Ordering & Delivery
How long will my order take to arrive?
Orders are processed within 1–2 business days. Standard UK delivery typically arrives within 3–5 business days, while international orders usually take 5–12 business days depending on location.
Do you ship internationally?
Yes, we ship worldwide. Delivery times vary by location and any customs charges, where applicable, are the responsibility of the recipient.
How much does delivery cost?
Delivery is calculated at checkout based on your location and chosen shipping method. We occasionally run free delivery promotions, so keep an eye on your basket total.
Will I receive tracking information?
Absolutely. As soon as your order is dispatched, we'll email you a tracking number so you can follow your parcel every step of the way.
Can I change or cancel my order after placing it?
We aim to dispatch quickly, so please contact us as soon as possible. If your order hasn't yet been processed, we'll do our best to amend or cancel it.
Returns & Exchanges
What is your returns policy?
Unworn items in their original condition and packaging can be returned within 30 days of delivery for a refund or exchange.
How do I start a return or exchange?
Simply contact our support team with your order number and we'll guide you through the process and provide return instructions.
When will I receive my refund?
Once we've received and inspected your returned item, refunds are issued to your original payment method within 5–10 business days.
Can I return Retirement Sale or discounted items?
Items purchased during our Retirement Sale are final sale and cannot be returned or exchanged, unless they arrive faulty.
Jewellery Care & Materials
What materials is your jewellery made from?
Our pieces are crafted from high-quality materials with durable plating, designed in London to keep their colour and shine over time.
How do I care for my jewellery?
Keep your jewellery dry, store each piece separately in a soft pouch, and avoid contact with perfume, lotions and cleaning products. Gently buff with a soft cloth to restore shine.
Is your jewellery hypoallergenic and nickel-free?
Our jewellery is designed to be gentle on the skin and made to be nickel-free, making it suitable for most sensitive skin types.
What is the Lifetime Colour Warranty?
We stand behind our craftsmanship with a Lifetime Colour Warranty — if the colour on an eligible piece fades under normal everyday wear, we'll put it right.
Is your jewellery water-resistant?
To keep your pieces looking their best, we recommend removing them before showering, swimming or exercising, as prolonged water exposure can affect any jewellery.
Payments & Support
What payment methods do you accept?
We accept all major credit and debit cards, as well as Apple Pay, Google Pay, Shop Pay and PayPal — all shown at checkout.
Do I need to pay any tax?
No — all our prices already include tax, so the price you see is the price you pay. There are no additional taxes added at checkout.
Is my payment information secure?
Yes. All payments are processed through a secure, encrypted checkout, and we never store your full card details.
Do you offer gift cards or gift wrapping?
Please get in touch if you'd like to add a gift option — we're always happy to help make your order feel extra special.
How can I contact customer support?
You can reach our team via our contact page or by email, and we'll get back to you as quickly as we can.