Frequently Asked Questions

Delivery

  • Delivery Options
    UK Delivery

    Standard Delivery (2 working days) — 5.50

    Fast Delivery (usually next working day) — 6.50

    FREE Fast Delivery if you spend over 50

    US Delivery

    Standard Delivery (2-5 working days) — 9.50

    FREE if you spend over 50

    Worldwide Delivery

    Standard Delivery (3-9 working days) — 14.50

    FREE if you spend over 100


    Black Alice provides a fast, reliable home delivery service using DPD, UPS and Royal Mail tracked express parcel delivery.

    We aim to despatch orders made before 12.30 pm (UK time) on the same working day (Monday-Friday). Orders made in the afternoon shipped on the next working day. Orders placed on Friday afternoon or during the weekend despatched on Monday. If you need to make a change to your order or cancel, please drop us a line at contact@blackalice.co.uk.

    After we despatch your order, you will receive an order tracking number which will let you track your delivery and check the estimated delivery time.

    100% secure and private. We ship our packages in plain unmarked brown boxes.

  • I received only a few items I ordered, where is the rest?

    The rest is arriving shortly. 🚀

    Because we optimized our shipping for speed, we may split your order. When a part of the order is picked and packed, we ship it ASAP (on the same working day). Hence, ordered items may arrive separately.

Returns & Refunds

  • How do I return?
    Free Returns

    In the unlikely event that you don't feel excited about purchased lingerie, you can return it for a full refund, hassle-free and no-questions-asked within 100 days after receiving the order.

    To return items, just follow our return guide.

    Read more about our refund policy

  • Are there any products that cannot be returned?

    For the hygiene, safety reasons, and because of the nature of the items, that we hope you agree with, we don't issue refunds for the following items:

    • Hosiery and adhesive bras — if the packaging has been opened.
    • Cosmetics, edibles, latex, candles, oils, condoms and lubricants — if the packaging has been opened, the item has been worn or damaged through personal use.
    • Lingerie/underwear that has been tried on in direct skin contact.
    • Incomplete, damaged, worn, altered and washed items.
    • Sex toys and bondage items, in any condition, due to hygiene concerns. A one-year manufacturer warranty covers faulty items.
    • Gift Card sales are FINAL and cannot be refunded for monetary value.
    • Duties & Taxes, as well as any associated shipping costs. Black Alice Lingerie cannot refund these once your order is sent. Duties and VAT are collected on behalf of the Government; therefore, it is the Government who would give a refund, if applicable. Countries tend to have some system refunding Duties and /or VAT, but the customer needs to go through the appropriate government agency (usually Customs) and provide the requisite documents.

    Please note, when you purchase one of the aforementioned items, after opening, it's your responsibility to examine the item carefully and note any faults before trying on and or wearing. Items must be returned in the condition as received in an unworn/unused condition including the packaging for our inspection. We will not consider an item for full refund or replacement if it has been tried on. Ladders, snags, holes or friction rub marks are not defects once the item has been tried on and or worn.

  • When do I get a refund?
    How long does it take to get refunded?

    Approximately 5–10 business days. Although we submit refunds to your bank immediately, the bank must still process the refund and apply it to your account. Processing time can vary between banks.

    It also happens that you don't see a line item on your statement for a refund because we adjust the capture amount for the charge when it settles. You might still see the charge as “Pending” on your statement until the period expires.