We wanted to let you know about some disruption that we currently have to our Alice Caroline services. Firstly, these are very difficult times for everyone across the world and we hope that you are managing to stay safe and well. Our thoughts are with you all. Thank you for your understanding in these strange and difficult times. Please find below all you need to know about our current service provision.
Orders
You can still shop on our website as normal. As far as we can predict at the moment we are still able to fulfil orders where the product is in stock.
Fabric
You are still able to place an order noting the following limitations. Please allow extra time for your order to be processed and for invoices and email communications to reach you. The Liberty factory is open and taking orders, we will place fabric orders every week. We do have stock of the Alice Caroline Exclusive range therefore, we would be able to ship these fabrics at present.
Ready-Made Goods
As long as the items you order are in stock, we are able to ship these within 5-6 business days.
Delivery
Our current dispatch time is 5-6 business days as long as we have the products in stock.
We use Royal Mail and their overseas partners for the majority of our shipments and their service is currently running normally.
(Overseas only) If you have selected tracked delivery, please bear with us if it takes longer than usual to email you your tracking number.
Phoning us
We are not able to answer the phone at this time due to reduced on-site staffing. Please email sales@alicecarolinetrade.com instead, or if this is not an option for you please leave a voicemail message which we will respond to as soon as we can.
Emailing us
We are replying to emails sent to sales@alicecarolinetrade.com within an extended timeframe of three business days (Monday to Friday).
We have to prioritise emails about orders or urgent problems first, so any non-urgent enquiries may take longer.
Our Staff
We take the wellbeing of our colleagues very seriously and are operating in line with guidance from Public Health England about hand hygiene and social distancing.
We are continuously monitoring and acting in accordance with the UK Government’s advice, including working from home where possible. For those of our team that are coming into the office, we have put very strict measures in place so that they, and everyone else, is protected.
We really value your business and love being able to supply you with gorgeous fabrics and therefore really appreciate your understanding regarding longer wait times.
Brexit Impact
Since the UK left the EU on the 1st of January, more parcels we send overseas may be subject to import duties or taxes when they arrive in the destination country.
We are unable to advise on any fees, tariffs or taxes which may be charged in your own country.
We are not liable to pay any such fees, which would be notified to you by your local customs office or postal service, and is something which is beyond our control.
This is our interim working policy and is under frequent review. We are working hard to find a simple, consistent and sustainable policy solution to the challenges caused by Brexit, which we are aiming to implement once the initial disruption has settled down.
