Frequently Asked Questions

How do I contact customer service?

If you have a question that is not answered on our site you can call Customer Service on the following numbers:

UK 0845 838 1331
Rest of the World +44 (0) 207 232 4200
Or send an email to customerservice@alexandalexa.com.

Please note: Due to unprecedented level of demand following our annual Sale, it may take a little longer than usual for our customer service team to respond to your email query. We hope to resolve your query as soon as possible.

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I've forgotten my password

If you cannot remember your password, click on the 'SIGN IN' link at the very top of the homepage, and follow the FORGOTTEN PASSWORD instructions.

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How do I find a specific item?

We have designed the Alexandalexa.com website to make the shopping experience as fun and simple to use as possible. Simply click on either the shopping button and drill down into the specific gender and department of the product you are looking for, or click the designers button, and shop for the item this way. We also feature a store/ product search facility at the top of each page, simply type the designer, or product you are looking for an push the "search" button.

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Does ALEXANDALEXA.COM sell factory seconds or discounted products?

Alexandalexa.com only sells current season clothes from the most luxurious and up-and-coming children's designers. Our buying team select the best pieces each season and our stylist turns them into fun, wearable outfits for you to enjoy with your kids. Our pricing is in line with fashionable Children's boutiques in London, we do not aim to discount the Brands we sell.

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Does ALEXANDALEXA.COM have seasonal sales?

ALEXANDALEXA.COM, like offline shops, offers seasonal sales, and there is a specific SALE button. Please note ALEXANDALEXA.COM cannot guarantee that its prices will be equivalent or equal to offline boutiques when they go on sale. Also, due to the exclusive nature of our stock, we can't guarantee that an item will still be available for purchase late in the season.

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How do I know it will fit?

Here at ALEXANDALEXA.COM we try to help you to select the most accurate size to buy. To keep things simple, we have converted the various designer sizes and measurements into plain speak on our website, allowing you to buy either the "age" of a specific item, or size in XS,S.M,or L (and even here we show what age range each of these letters correspond too).In addition, we provide sizing advice (with our sizing notes button) and styling tips (with our Stylist notes button) about each item, which will help you with your decision.

Should you be unhappy with the fit of a particular purchase you can return the item, or exchange it for a different size. Please follow the instructions listed under returns.

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How do I know what is in stock?

All items shown are in stock. If a size isn't appearing in the size drop-down on the product page, the item is in fact sold out. Please be aware that even if the product is in your shopping bag it isn't reserved and can be bought by another customer while you are browsing.

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How do I make a purchase?

Shop by browsing through our departments or searching designers on the top navigation bar.

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What payment methods does ALEXANDALEXA.COM accept?

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 online at ALEXANDALEXA.COM?

Our site is as secure as we can make it.

All credit card transactions on this site are processed using Sagepay (http://www.sagepay.com/), a secure online payment gateway which encrypts your card details in a secure host environment. At ALEXANDALEXA.COM we don't hold your credit card details on the website. To help ensure that your shopping experience is safe, simple and secure, ALEXANDALEXA.COM uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.. Further security information can be found within your browser. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out information about the SSL digital certificate registration. Although use of SSL technology is necessary for fulfilling your order online, for your convenience, you may call a Customer Care representative to place your orders.

You can contact us on:
UK 0845 838 1331
Rest of the World +44 (0) 207 232 4200
Or send an email to customerservice@alexandalexa.com

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Can I order by phone?

If you wish to give your details to a Customer Care representative they will make the purchase for you.

You can contact us on:
UK 0845 838 1331
Rest of the World +44 (0) 207 232 4200

Opening hours Monday to Friday 8am to 6pm, Saturday 8am to 4pm (BST)

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How will I know you received my order?

After you place your order, you will receive an email confirming that your order has been received. This does not mean your order has been accepted by us. Once your credit card has been approved, the receiving address has been verified, and the item has been located, your order will be accepted and the item shipped.

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Where does ALEXANDALEXA.COM ship to?

ALEXANDALEXA ships Worldwide, and offers two shipping options to each country and a Same Day Service to Greater London Post Codes.

We offer a Standard Shipping Service, shipped through the Royal Mail in the UK and then through their partners for International destinations.  The UK transit is between 2-4 working days from dispatch and is fully tracked. International shipping can take up to 3 working weeks depending upon destination. The International part of the transit is not tracked and therefore in the rare event of the goods being delayed overseas, it may be very difficult for our customer team to trace your package.

We offer an Express Shipping Service, to the UK and the Rest of the World through Royal Mail and DHL Express Worldwide*. Shipping to the UK mainland is Next Working Day from dispatch and within 3 working days from dispatch to the Scottish Highlands and UK Islands, Internationally the service is subject to destination. On average transit is up to 4 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 Saver Service is not available to the Russian Federation. If you require additional information, please contact the customer service team at: customerservice@alexandalexa.com

We also offer a SAME DAY SERVICE to Greater London, United Kingdom Post Codes. This tracked Same Day Service is available to orders received before 2pm GMT (Mon-Fri) on the day required for delivery.  Click here for a full list of London Post Codes that we deliver to.

The garments that AlexandAlexa.com sell online are Zero-rated for VAT purposes in the UK. However, VAT is applicable on all shipping costs to E.U. Countries. These costs are added during check-out for all E.U. transactions, and automatically deducted for Non-E.U. Transactions.

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Does ALEXANDALEXA.COM ship to Post Office Boxes or Aramex addresses?

Due to shipping restrictions, unless there is a reception agent present at the PO Box during business hours, customers with PO Boxes will need to arrange for an alternate physical shipping address. You must provide us with an address where our shipping service can get a signature upon delivery of your shipment.

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Does ALEXANDALEXA.COM ship to multiple addresses?

During the checkout process, you will be asked to select the shipping address for your order. At this time, you can ship your online order to only one location. We realize that your order may include gifts that require shipping to several different locations. To do this you will be required to place separate orders for each address you wish to ship to. Should you require assistance to do this you can contact our Customer Care representatives who will gladly handle your order request.

You can contact us on:
UK 0845 838 1331
Rest of the World +44 (0) 207 232 4200
Or send an email to customerservice@alexandalexa.com

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How soon can I get my order?

We offer shipping to all countries worldwide as indicated on the order form. We endeavour to dispatch all orders within 24 hours, however, please allow up to 7 days for shipping as external factors may cause delays.

Your order will be shipped once:

i) Payment has been approved.
ii) The shipping/billing address has been verified.

In calculating when your order will arrive, start with the day in which both these prerequisites have been met and count only working days thereafter.

* Orders must be received and have cleared our credit control processes by 14.00hrs GMT for London (UK) same day shipping. We will endeavour to dispatch UK/London Express orders within 24 hours of receiving your order.

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How much will I be charged for shipping?

We are currently offering FREE UK Delivery on all orders over £30

UK & International Shipping Tariffs:

 ShippingCostDelivery 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
Greater London Same day delivery
Call 0845 838 1331
£20.00 Same day
(Orders placed before 2pm)
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

* We're sorry, but this option is unavailable for larger items.

For full shipping details, view our Delivery Page

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How can I track my order?

Email customerservice@alexandalexa.com, we will provide you with your unique DHL or Royal Mail tracking number, which you can use to track the location of your parcel live online at http://www.dhl.com or http://www.royalmail.com/. Please note Standard parcels are shipped through the Royal Mail in the UK and then through their partners for International destinations.  The UK transit is between 2-4 working days from dispatch and is fully tracked. International deliveries can take up to 3 working weeks depending upon destination. The International part of the transit is not tracked and therefore in the rare event of the goods being delayed overseas, it may be very difficult for our customer team to trace your package

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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. At no point will we share, rent or sell your personal information without your consent. For details please read the ALEXANDALEXA.COM Privacy Policy. In order to register as a user at ALEXANDALEXA.COM, we will need to know your name, mailing address and email address. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. We will use your billing and credit card information to process your order and inform you of its shippinh. Please note that ALEXANDALEXA.COM does not keep your credit card details on the ALEXANDALEXA.COM website, and these details are therefore protected from any breach of security at the ALEXANDALEXA.COM website. 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 can I expect to receive the goods?

All orders will be shipped to you in our beautiful gift boxes, which we hope you will like enough to keep. When placing your order you will be the chance to pick the design & colour of gift box that you like.

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How are duties and taxes calculated?

Prices on the website include all prevailing taxes applicable in the UK at the time of payment. Children's clothes are zero-rated for VAT, but the delivery charge is VAT chargable. This is deducted for non EU Countries at check-out.

When you proceed to purchase your order, the tax amount payable will be itemised separately from the merchandise cost. If you are shipping to a destination outside the Eurozone, import duty may be levied by the country to which you are shipping. 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 by customs in your country. AlexandAlexa.com cannot accept responsibility for these costs.

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What if I want to return or exchange something (Returns Policy)?

We ask that you return your items to us within 28 days of receiving them. Simply follow the steps below:

1) Complete the Refund & Exchange Form included with your order.

2) Remove the Address Label from your Customer Invoice and affix it in the box indicated on your Refund & Exchange form.

3) Wrap the item securely (you do not have to return item(s) with the branded AlexandAlexa gift box they came in), 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.

4) Post the item at your local post office – we strongly recommend that you request proof of postage for your records

We can only exchange an item for the same item in a different size, subject to availability. We are unable to process any exchanges for a completely different item. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. Items presented in a branded box must be returned unmarked in their original, undamaged packaging as this is considered part of the product. Please note that items returned without their box or in a damaged box may not be accepted, and may be returned to the customer.

Please do not use the shoe box as protective packaging.

Exchanges received outside of the above stated timescales are also subject to product availability and the customer will incur any shipping costs for such exchanges. Any further returns of exchanged items outside the stated timescales will again be at the customers cost for shipping.

ALEXANDALEXA.COM will not accept returns for any non-faulty items that have been worn and tags removed. Upon receipt of an order, if any item has been received with no tags, customer should notify us (by phone or email) on the same day if they wish to return.

Returns on non-faulty items of swimwear will only be accepted if the hygiene strip is in place.

Returns on special occasion wear will only be accepted if all original tags and security strips are still in place. A thorough inspection by our quality control team is required on all special occasion wear returns.

Faulty items will only be accepted if the goods are shipped to the customer damaged or there is a subsequent manufacturing fault within a period of 6 months after shipping. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted as faulty.

Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.

We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

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

HOW TO PROCEED IF YOU WISH TO RETURN FAULTY GOODS

Email our customer service team at customerservice@alexandalexa.com with your order number and we will be happy to help you return your item.


RECEIVING A REFUND

Refunds to you will be made within 30 days of the date of return of the item to ALEXANDALEXA.COM. All undamaged, correctly returned products will be credited to the original purchaser's credit card including sales taxes for all EU country shipments and including all original shipping charges. As previously stated, whilst we do refund return shipping charges, we are unable to refund delivery or import duties..

For further information you can contact one of our customer service representatives who will be happy to talk you through the procedure; simply call our customer service on:

UK 0845 838 1331

Rest of the World +44 (0) 207 232 4200.

Alternatively, send an email to customerservice@alexandalexa.com with any questions you may have.

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