Happy customers

AlexandAlexa aims to bring world class kids' brands to our customers in an exciting and convenient shopping environment.

Like every organisation made up of real people we occasionally make mistakes but we really try to learn from them to give you the Customer a better service and shopping experience. Which is why your comments and advice only make that process easier.

Therefore, tell us off if we need it and give us praise and encouragement too when we get it right!

And give us the chance to respond to you directly. If you have something to say about the service you've received at AlexandAlexa please email us via customer service@alexandalexa.com, or contact us via any of the major social media networks, including Facebook, Twitter, Instagram, Pinterest and Google+.

Because of the large volume of emails currently receiving attention we have temporarily suspended our phone lines to give them our full attention. We plan to reopen the lines soon with an updated phone system.

As a growing company and market leader we have faced many challenges caused by high demand and new systems which put our normal fast, friendly and efficient customer experience under tremendous strain.

Several times in the past year as new challenges came along we have taken strenuous action to improve things, including temporarily closing phone lines and Live Chat services so that we could concentrate our efforts.

This wasn't us ducking the brickbats, or hiding from angry customers. We actively seek feedback – good or bad – via our social media accounts or online review sites such as TrustPilot.

And we NEVER censor genuine customer comments! Even the bad ones.

When you do get in touch – however you choose to do it – it REALLY helps if you include your 9-digit order number (beginning 100, 200, 300, 400, 700 or 800) or 5-number order code beginning with "N". But if you are using social media please do not post any personal information – including contact details and order numbers – in public messages. Always use private or direct messaging.

If you've asked us for a refund we will process generally it within 14 days of receiving your returned parcel and send an email confirmation when this has been completed. Refunds typically take 5 days to arrive in your account, depending on your bank.

You can get the latest news on our current response times at our contact us page.

Thank you for visiting us at AlexandAlexa today, and we hope you'll come back soon.