Customer Service

Have questions? Browse our FAQs below or contact our Customer Service team at assistance@alcltd.com or +1 909 361 3238.   

Please Note: Our customer service team will be off Thursday, 11/26 and  Friday, 11/27 in observance of Thanksgiving. All emails and voicemails will be responded to first thing Monday 11/30.                                  

Shipping Policy

United States Only

FedEx Ground: *Free 

FedEx 2nd Day: $19.95 

FedEx Overnight: $34.95

Please note:
All express orders placed before 1 PM PST will ship out the same day, if order comes in after it will be shipped out the next business day. 

Holiday Shipping Guidelines:

Ground Shipping: To receive by 12/24 place your order by Tuesday 12/15.
2nd Day Shipping: To receive by 12/24, place your order by Tuesday 12/22.
Overnight Shipping: To receive by 12/24, place your order by Wednesday 12/23. 


*FREE SHIPPING:

Merchandise ordered from www.alcltd.com is eligible for Free Standard Ground Shipping if delivered within the continental USA. We currently do not offer shipping to Puerto Rico or any US territories. Offer valid on in-stock A.L.C. brand merchandise only and for delivery only to Fed Ex Ground shipping deliverable addresses as determined by Fed Ex. At this time, delivery to P.O. Boxes and military addresses are excluded from this offer. Actual delivery times may vary. Not valid at any A.L.C. retail stores. Not redeemable for cash. Not valid with any other promotions, offers or discounts. Offer subject to change at any time without notice.


Returns | Exchanges

Returns Policy:

We want you to love your item(s), but in the off-chance that you don’t, we accept returns.

Please note that in response to COVID-19 safety measures our return window has been extended to 30 days to accommodate delays. If you have any questions about an outstanding order, please email us at assistance@alcltd.com and we’ll be here to help.

For a refund of the item(s), less any shipping costs, returns must be postmarked within 30 days of the delivery date and must be unworn, unaltered, unwashed, and with all manufacturers tags attached. Any special packaging, accessories, or attachments that were included with your item(s) must also be returned or a restocking fee may be deducted from the amount of your refund. Refunds will be made in the original form of payment. In addition, any credit for gift returns will be issued to the original purchaser. Only items purchased from www.alcltd.com will be accepted for return.

Handbag Returns: Please note that Handbag returns must include original dust bag and any small attachments or accessories originally included with the item.

Footwear Returns: Please note that Footwear returns must include original dust bag and must be packaged in a separate shipping box with the actual Footwear box inside (please do not attach your return shipping label to the manufacturer’s box).

Sale Purchases: Items purchased on sale are Final Sale and therefore not eligible for return or exchange. No exceptions. Additionally, no promotion codes can be applied to the sale items. ALC does not extend price adjustments or partial refunds on orders made prior to the promotion. Orders are processed pending item availability and credit card verification. Customer service will contact you via email if an item has been backordered or if there are any other issues with your order. For more assistance, please contact assistance@alcltd.com with any questions or concerns Monday - Friday, 9am - 1pm PST.

Exchanges: Depending on availability, we are able to process exchanges. Please reach out to our customer service team at assistance@alcltd.com or at +1 909-361-3238

Return Instructions:

Our return process is convenient and easy. 

Step 1- Click here and enter the email address that was used to make your purchase. You will then receive an email in your inbox to initiate the process by clicking “Start a return” .Follow the options to begin the return process and get your pre-paid return label and RA#.

Step 2 –Pack your item(s) in their original packaging along with the return form that was included with your order.

Step 3 – Attach your pre-paid shipping label and drop it off at your nearest location. Please note a $10 fee will be deducted from your return amount for he pre-paid shipping label.

Step 4- We will send you an email once the return has been received and processed.

Paypal Returns:

If PayPal was used as your method of payment, we will refund your order according to our policy with the following exceptions:

1. If you would like a refund back to your PayPal account, your merchandise must be returned to alcltd.com. Once processed, your refund should be posted in your PayPal account within 24 hours of receiving the refund confirmation email.
2. If you need to make an exchange for a different item, color or size, please return your item for refund and place a new order for the preferred item. A credit for standard ground shipping can be provided upon shipment of your new order by contacting Customer Service at assistance@alcltd.com.

FAQs

How do I contact you?
You can email us at assistance@alcltd.com or call us at +1 909 361 3238. Our Customer Service staff is available Monday-Friday from 8am-4pm PST.

How are you responding to the current COVID-19 crisis?
The health and safety of our community is our top priority. With the guidance of the local, state, and federal health authorities, we have decided to close our retail stores and our warehouse through mid April. All of our employees will continue to receive full pay and benefits through that time.

While we all adjust to this rapidly changing environment, our team is always here to help answer any questions you may have. We continue to be available to you for assistance with any online shopping, product questions, or future appointments. Please do not hesitate to reach out on the below.

+1.909.361.3238
assistance@alcltd.com
sohoappointments@alcltd.com
palisadesappointments@alcltd.com


We are in this together. Let’s keep up the conversations and help each other as we navigate through this together as a family. Stay safe and healthy.
 
Where are you located?
We're located in Downtown Los Angeles, CA.

How do I subscribe/unsubscribe to A.L.C. emails?
To subscribe, simply click the subscribe link on the bottom of website page. Each one of our emails comes with the option to unsubscribe at any time. To unsubscribe, click the unsubscribe link found at the bottom of all of our emails.

Do I have to register for an account to place an order?
No. We do not require customers to register for an account to place an online order. You are welcome to check out as a Guest.

How do I register for an account?
To register for an account, you will need to have a valid email address and choose a password. To begin, click here.

Why should I register for an online account?
Registering for an account provides many benefits. Upon registration you are enabled to: check out faster, review your past order history, save frequently used address information, and save items to a wish list.

What if my account information changes?
If your account information changes, you can simply sign in and edit your information. This includes the ability to change your sign in email and password. To sign into your account, click here.

Do you ship internationally?
We currently do not offer international shipping. 

Do you have a store?
Yes, we have 2 stores. Our stores are located in New York City at 53 Greene Street, NY, NY 10013 and in Los Angeles at 15227 Palisades Village Lane, Pacific Palisades, CA 90272.

Do you ship to APO/FPO?
No. At this time we do not offer shipping to APO/FPO addresses.

Do you ship to P.O. Boxes?
No. Our shipping provider (Fed Ex) does not deliver packages to P.O. Boxes.

How do I determine the shipping charges on my order?
To view our shipping and delivery information, click here.

What forms of payment can I use?
We accept Visa, MasterCard, American Express, Discover, and PayPal.  

Is there sales tax applied on my order?
We apply sales tax to all orders shipping to addresses within California and New York.

I'm having problems placing an order. What can I do?
We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement. If you continue to experience problems placing an order, please contact our Customer Service. One of our agents will be happy to assist you. To contact customer service, click here or call +1 909 361 3238.

How do I use my promo code?
You can apply your promo code during the checkout process. Simply enter the code at checkout and click to apply.

Can I use my Welcome 15% discount promo code on sale merchandise?
Unfortunately no, the 15% off discount code can only be applied to full price merchandise. 

What do I do if my Promotional Code doesn’t work?
First, please make sure you have entered the promo code exactly as shown, without spaces. If you are still experiencing problems, please double check the terms and conditions of the promotional offer. If you need additional help, click here to contact us or call us at +1 909 361 3238. In general, our promotional codes can only be redeemed against full-price merchandise.

How can I buy a product that is no longer available?
If an item is not available in your size, you can add it to your wait list. We will notify you by email if we restock the item.

Do you accept special orders?
We unfortunately cannot take special orders.

I can't find an item I am looking for. What should I do?
You can use our onsite search box located at the top right corner of the website to find what you are looking for. Simply type either the style number or keyword and click on either the magnifying glass or the return key. If you continue to have difficulties finding a particular item, click here to contact Customer Service for assistance.

How do I cancel or change my order?
Please contact Customer Service at +1 909 361 3238. If we have not shipped out the items, we will be able to assist with your order.

How long does delivery take?
The delivery time depends on the shipping service you choose. To learn more about our shipping and delivery services, click here.

How do I know if my order was successfully placed?
As soon as your order is submitted, a receipt page will display with your order confirmation number. An email confirmation will also be sent to the email address that you specified on your order. You should receive this email immediately after placing your order.

How will I know that my order has shipped?
As soon as your order ships, we will send an email confirming the shipment. This email will provide you the tracking information for your package. If you have any questions regarding your order, please contact Customer Service at +1 909 361 3238 or click here.

How do I return something I ordered?
To read our instructions on how to return an item, click here.

Can I return an online purchase in-store?
Online purchases can be returned in-store within 60 days of receipt of delivery. All returns must be accompanied by the receipt with the merchandise in original condition. If returning an online purchase in store, a $10.00 fee will be deducted from the return balance.

Once I return my online purchase, when will I see my credit?
Please allow 7-10 business days from the day the return is dropped off in-store to see a credit on your account. If you have any questions about your credit, please call us at +1 909 361 3238.

Can I exchange an online purchase in-store?
Yes, you can exchange an item for a different size/color in store if it is the same style and price. However, if you are looking for a different item, we can help you process your online return and help you with a new purchase.

Can I return a sale item?
Items purchased as "Final Sale" are not eligible for return, exchange or credit. To view our full return policy, click here.

How will I know when A.L.C. has received my return package?
We recommend that you keep the tracking number on your return label so you can efficiently track the location of your package. Please note that returns are processed approximately 5 to 7 days after your return is received by our warehouse.

Price Matching /Price Adjustments
Items purchased on sale are Final Sale and therefore not eligible for return or exchange. No exceptions. Additionally, no promotion codes can be applied to the same items. A.L.C. does not extend price adjustments or partial refunds on orders made prior to the promotion.

WEBSITE ACCESSIBILITY

 

A.L.C’s goal is to permit customers to successfully gather information and conduct business through our website, including individuals with visual impairments that use screen readers to view the website.

The website has been manually reviewed by a visually impaired individual and A.L.C has taken other steps and is devoting resources to promote website accessibility.

If you have difficulty accessing features or functions on this website, email us at assistance@alcltd.com and we will work with you to provide the information you seek and/or call our customer service line at +1 909 361 3238.
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A.L.C LLC's Policy on Website Accessibility
A.L.C is committed to providing equality of opportunity to persons with disabilities, including equal access to its website.

This policy is a living document that will change over time as IT changes. Ample opportunities for education and communication will occur whenever changes to the policy take place.
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Policy Statement
A.L.C commits to ensuring equal access to its website.
• Use web page designs that are consistent with the W3C’s Web Content Accessibility Guidelines 2.0 (WCAG) Level AA. The goal for A.L.C is to be reasonably compliant with WCAG 2.1 Level AA.
• Disseminate electronic documents and multimedia on web pages that are consistent with this policy.
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Applicability
Official web pages and associated web-based applications.

Web Page Requirements
• All new and revised web pages, website templates, and website themes published on or after the effective date of this policy will reasonably comply with WCAG 2.1 Level AA.
• On a periodic basis, A.L.C will review its website for compliance with this policy.

Complaints
Please be aware that our efforts are ongoing. Complaints regarding accessibility of A.L.C’s Web pages should be directed to assistance@alcltd.com.