FAQs
How quickly will you hear back from me?
We answer messages in the order they arrive and aim to reply within 24 hours, Monday to Friday. Messages sent over a weekend or a public holiday are answered on the next working day. If your question is about an order already placed, include your order number so we can look it up straight away.
How long does it take before my order ships?
Orders are processed within 1 to 3 business days after your confirmation email. Most parcels are packed within 24 hours, but if the warehouse is unusually busy it can take the full three days. You will get a second email with tracking the moment your parcel leaves us.
How long will delivery take?
Standard delivery within the United States takes 5 to 10 business days from dispatch. That is on top of the 1 to 3 day processing window, so most orders arrive within two weeks of being placed. Carrier delays, severe weather and peak holiday periods can add a few days.
Do you offer free shipping?
Yes. Shipping is free on every United States order over $75. Orders under $75 are charged a flat rate that is shown at checkout before you pay, so there is never a surprise added at the last step.
Can I change my shipping address after I have ordered?
Sometimes, but you need to be quick. Our warehouse can pack and dispatch an order within 24 hours, so address changes are not always possible. Email us at support@alcovehomeco.com immediately with your name and order number and we will do everything we can to correct it before the parcel leaves.
Will my whole order arrive in one package?
Not always. Larger orders are sometimes split across two parcels so that nothing sits waiting on a single item. If your order arrives in more than one package, the rest usually follows within 1 to 2 business days on its own tracking number.
How do I track my order?
Use the Track Your Order link in the main menu and enter the tracking number from your shipping confirmation email. Tracking can take up to 48 hours to show its first scan after dispatch. If it still has not updated after that, email us and we will chase the carrier for you.
My tracking says delivered but nothing has arrived. What should I do?
First check with anyone else at the address, look in any safe place or porch the carrier might use, and ask your immediate neighbours. Parcels are occasionally scanned as delivered a day before they physically arrive. If it has still not turned up after 48 hours, contact us with your order number and we will open a trace with the carrier.
What happens if an item arrives damaged or something is missing?
Please inspect your order as soon as it arrives. If anything is damaged, faulty or missing, email support@alcovehomeco.com with your order number and a photo of the problem, and we will send a replacement or refund you. Get in touch within 30 days of delivery so we can put it right.
What is your return policy?
You have 30 days from delivery to request a return. Items need to come back unused, in their original packaging, with proof of purchase. Contact us to start a return and we will send you a return label and instructions. Items sent back without requesting a return first cannot be accepted.
Do the wall-mounted pieces need drilling?
Most of them do not. A large part of our range is built around strong adhesive mounts and tension fittings precisely so that renters and anyone who would rather not put holes in a tiled wall can still use them. Every product page states clearly whether the item is no-drill, adhesive-mounted or screw-fixed, and drill-free items include the mounting hardware in the box.
Is it safe to order from this site?
Yes. Every page is secured with SSL encryption and payments are handled by Shopify Payments and other trusted providers, so your card details are never stored on our servers. We only ever use your address and contact details to fulfil your order and to keep you updated on it.
