Frequently Asked Questions

 

How do I contact Customer Service?

Please take a look at our Getting in Touch section

Shopping With AlexandAlexa

Where is my order?

If you have received an email stating that your order has been dispatched, it is on its way to you. The parcel can be tracked using the link provided in your dispatch email.

Any international orders sent with our standard delivery service will not have a tracking number but should be delivered within 10 working days from the dispatch date.

If you have not received a dispatch email AND more than five working days have passed since you placed your order, please get in touch with us and we will investigate this as soon as we can.

You can also refer to our Service Update page for more information.

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How will I know you have received my order?

We will send you an email straight away to acknowledge your order. Please note that your order is subject to approval by your card issuer or payment provider and we will also need to verify your delivery address.

Once your order has been accepted by us, you will receive a dispatch email as soon as the item is ready and on its way to you.

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Can I cancel or amend my order?

Unfortunately we are unable to cancel or amend an order once it has been placed. However, you can return an order to us within 28 days by following the return instructions included in your parcel. All shipping costs will be reimbursed to you upon receipt of the returned item.

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How do I know what is in stock?

All items are in stock unless they say "Out of stock" or "Not available". Please note that products on AlexandAlexa are snapped up quickly and can still be bought by another customer even if the item is in your shopping bag. We recommend you place your order promptly so you do not miss out.

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How will my order be packaged?

Each item will come wrapped in AlexandAlexa branded packaging. Please note: it may not be possible to wrap larger items.

For an extra-special touch, you can opt to have your order gift wrapped. It will arrive encased in luxury tissue paper inside a ribbon-tie signature AlexandAlexa box.

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Is my personal information kept private?

Please be assured that we consider all the information you share with us totally private and confidential. For details please read the AlexandAlexa Privacy Policy.

WE WILL NEVER share, rent or sell your personal information unless we have your explicit consent.

For security reasons and to avoid card fraud in order to process credit/debit card orders online we will need further information including your billing address, shipping address, telephone number, card number and expiration date.

Please note that we DO NOT keep your card details online, ensuring that you are protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties.

Financial information is used to check the user's qualifications and to bill the user for products.

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How do I make a purchase?

Once you have found the item(s) you wish to purchase, select the required size click "Add to Bag". You can continue shopping and adding items to your "Shopping Bag" or go straight to "Checkout".

Once you are happy with the items and ready to purchase, click "Proceed to Checkout". Sign into your AlexandAlexa account or register with us. You can also check out as a "Guest".

You will then be asked to enter your "Delivery" information. Click "Choose Delivery Options". Select "Continue to Payment" and choose your preferred payment method. Enter your billing information. Click "Pay Now Securely".

You will then get an "Order Confirmation" notification on screen AND by email.

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How do I find a specific item?

You can look for any item by using the "Search" box at the top of our website. Alternatively you can filter by department or category using the top navigation tabs . Use the left hand navigation panel to select by "Gender", "Age Range", "Colour", "Designers" and "Shoe Size".

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Do you have sizing guidelines?

You can find our size guide on every product page underneath the size drop down box. All sizes are standardised into age group or XS, S, M, L or XL. However, AlexandAlexa knows every child is unique so any items can be returned if it does not fit. Please see the retuns guide below.

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Does AlexandAlexa have seasonal sales?

Seasonal sales take place at various times throughout the year. Click on the "Sale" tab on our top navigation bar to visit our year-round sale department. Please note that we cannot guarantee that our sale prices will be equal to, or less than, discounts at offline boutiques. We also cannot guarantee that items will still be available for purchase late in the season.

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Are all products sold at AlexandAlexa genuine?

Because we are authorised online stockist for the brands we carry, you can be sure that every item we sell is 100% genuine. Your purchase will be dispatched in its original brand packaging (including all tags, dust bags and boxes, if applicable).

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RETURNS AND EXCHANGES

How do I return or exchange an item(s)?

If you are unhappy with an item for any reason – or in the event that you have received an incorrect item – please follow these simple guidelines. We only ask that you return items to us within 28 days of receiving them. Simply follow the steps below:

  • Complete the Refund and Exchange Form included with your order
  • Remove the Address Label from your Customer Invoice and affix it in the box indicated on your Refund & Exchange form
  • Wrap the item securely* making sure your completed Refund & Exchange form is inside. If you are returning an item from the UK, please refer to the returns label enclosed
  • Post the item at your local post office – we strongly recommend that you request proof of postage for your records.

Please note you do not need to return items in AlexandAlexa packaging, however we do ask that you return items with labels still attached and with their boxes and/or dust bags, where relevant

AlexandAlexa will not accept return items that have been worn and tags removed, unless they are faulty. This does not affect your statutory rights.

Items may be only exchanged for a different size, subject to availability. We are unable to process any exchanges for a completely different item.

Exchanged items will only be dispatched after the returned goods have been received and undergone a quality control check

In normal circumstances, exchanges received beyond 28 days are also subject to product availability and the customer may incur shipping costs for such overdue exchanges

Upon receipt of an order, if an item has been received WITHOUT tags, you should notify us by email on the day of receipt if you wish to return it.

Non-faulty items of swimwear will only be accepted if the hygiene strip is in place

Faulty items will only be accepted if the goods are shipped to the customer damaged or if there is a subsequent manufacturing fault within a period of six months after shipping. All items returned as faulty will be inspected. Any items subject to fair wear and tear will not be accepted as faulty

Items may be repaired on request, where possible. Please note repairs do not come with any guarantees.

Please note that whilst we do refund return shipping charges, we are unable to refund delivery or import duties

FOR UK CUSTOMERS ONLY: If you cannot find the returns label in your package and you need to send an item back, please go to this link and download a PDF copy. You should complete it as detailed above.

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When will my refund be processed?

We are currently experiencing some delays when processing refunds. You can usually expect to receive a refund within 14 days of us receiving your return, and we will send an email confirmation as soon as this has been completed.

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Online Payments

What payment methods are accepted?

We accept Visa, Mastercard, Amex, Solo, Maestro, Delta, Switch debit cards and PayPal.

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Is it safe to use my credit card?

Please be reassured that our site is as secure as we can make it. All card transactions are processed safely and securely using GlobalConnect (LINK), an online payment gateway which encrypts your card details in a secure host environment using Secure Socket Layer (SSL) technology. This protects your data. When SSL is enabled you will see a padlock at the bottom of your browser. You can click on this to find out information about the SSL digital certificate registration. We never hold your credit card details on our website.

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Can I order by telephone?

We are currently unable to offer this service. Please see How do I make a purchase?(LINK) for information on how to order online.

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How are duties and taxes calculated?

Prices appearing on the website include all prevailing taxes applicable in the UK at the time of payment.

In the UK, children's clothes are Zero-rated for VAT, but the delivery charge is VAT chargeable. This taz is deducted for non-EU countries at "Checkout". When you proceed to checkout, the tax amount payable will be itemised separately from the merchandise cost. If you are purchasing from a destination outside the Eurozone, import duty may be levied by the country or state to which the item is shipped. It will be your responsibility to pay for these potential additional costs.

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Will there be additional duties or taxes payable on my purchase?

There may be additional duties or taxes payable by you on receipt of the goods dependent on customs in your country. AlexandAlexa cannot accept responsibility for these costs.

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Your Account

I"ve forgotten my password

If you are trying to log in to your AlexandAlexa account but cannot remember your password, click on "Forgot your Password" and follow the instructions to reset.

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Can I check out as a guest?

Yes, you will just be asked to give your email address, so that we can send a confirmation email and dispatch note to you following your purchase on our site.

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Shipping/Delivery

Where does AlexandAlexa ship to?

We ship worldwide including – but not limited to – the UK, Europe, The Russian Federation, USA, Australia and the Middle East.

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What methods of delivery can I select from?

We offer two delivery methods ...

Standard Shipping is provided via the Royal Mail in the UK and through their partners for international destinations. UK transit is currently between 7-10 working days from dispatch and is fully tracked. International shipping can take up to three working weeks depending upon destination. Please bear in mind that international deliveries CANNOT be tracked in the unlikely event of a delay.

Express Shipping is available to the UK and the Rest of the World through Royal Mail, Aramex and DHL Express Worldwide*. Shipping to the UK mainland is "Next Working Day" from dispatch and within three working days from dispatch to the Scottish Highlands and UK islands. Internationally, the service timing is subject to destination. On average transit can take up to four working days from dispatch. Both services are tracked and the tracking information will be provided to you by email upon dispatch.

* Please note that the Express Service is not available to the Russian Federation.

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How can I track my order?

All orders will receive a tracking number, whether standard or express.

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Does AlexandAlexa ship to PO boxes or Aramex addresses?

Due to shipping restrictions, unless there is a reception agent present at the PO Box or Aramex address at all times, we will be unable to deliver. Instead, please provide us with an address where someone will be available to sign upon request.

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How soon will everything arrive?

We endeavour to dispatch all items within 24 hours of receipt. Your order will be shipped once payment has been approved and the shipping/billing dress has been verified. However, please allow up to 14 days for shipping as external factors may cause delays. Please refer to our Service Update page for up-to-date information.

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Can I place an order and send to multiple addresses?

At this time, we can only ship your online order to one location. We realise that it may include gifts that require shipping to several different locations, however, to do this you will be required to place separate orders for each address you wish to ship to.

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How much will I be charged for shipping?

We are currently offering FREE UK Delivery on all orders over £30. See below for worldwide orders.

UK & International Shipping Tariffs:

 

Shipping

Cost

Delivery Time

UK

Standard - orders of £30 or more

FREE

3-5 working days

Standard

£2.95

3-5 working days

Express

£5.95

1-2 working days

Europe

Standard - orders of £70 or more

FREE *

5-10 working days

Standard

£7.95

5-10 working days

Express

£12.95

2-4 working days

USA

Standard - orders of £70 or more

FREE *

5-10 working days

Standard

£7.95

5-10 working days

Express

£12.95

2-4 working days

Australia

Standard - orders of £100 or more

FREE *

5-10 working days

Standard

£7.95

5-10 working days

Express

£12.95

2-4 working days

Middle East

Standard - orders of £100 or more

FREE*

5-10 working days

Standard

£7.95

5-10 working days

Express

£12.95

2-4 working days

Rest of the World

Standard - orders of £100 or more

FREE *

5-10 working days

Standard

£7.95

5-10 working days

Express

£12.95

2-4 working days

* Unfortunately this option is unavailable for larger items.

For full shipping details, view our Delivery Page

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Welcome to AlexandAlexa

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