Frequently asked questions

CONTACT / MY ACCOUNT

How can I contact AlexandAlexa?
Please take a look at our Contact Us section for more information.

I have forgotten my password, what should I do?
If you cannot remember your password, click on the Account link at the very top of any page, and follow the "Forgot Your Password?" instructions.

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.

At no point will we share, rent or sell your personal information without your consent. 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. Please note that we do not keep your credit card details online and these details are therefore 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.

I have a new email address, can I update this in my customer profile?
Please contact our Customer Service department so they can help you with updating this information.

I am a retailer and wish to sell my brand at AlexandAlexa.
If you wish to sell your brand at AlexandAlexa, you can contact our buying team by sending an email to [email protected] Unfortunately, we do not have a direct phone number and can be contacted through email only.

I wish to get in contact with the marketing / PR team at AlexandAlexa
If you wish to get in contact with our marketing or PR team, you can contact us at [email protected] Unfortunately, we do not have a direct phone number and can be contacted through email only.


PRODUCT QUESTIONS

Does AlexandAlexa sell factory seconds or second hand products?
We only sell current season clothes from the most luxurious and up-and-coming designers. Our buying team selects the best pieces each season and our pricing follows guidelines from our brands and is in line with our competitors.

How do I find a specific item?
You can look for an item by typing in the product name or code into the ‘Search’ box at the top of our website. Alternatively you can filter by product type or category using the tabs at the top of the page. Use the left hand navigation panel to select by ‘Gender’, ‘Age Range’, ‘Colour’, ‘Designers’ and ‘Shoe Size’.

Can I return an item that does not fit and exchange it?
You can return an item for a full refund, but unfortunately we cannot issue exchanges for a different item. We can only exchange item(s) for the same item in a different size. You will need to place a new order through our website if you would like a different item. You will be able return your item as long as the item is in the same condition, unworn and all tags are attached within 28 days.

Do you have sizing guidelines?
Yes, we have a size guide where you can find information about recommended sizes. Please note that this is a guideline only, sizing differs from brand to brand and every child is unique.

Can you measure a certain item?
No, unfortunately we are unable to do this. We realise it is sometimes difficult to pick the right size, so please do contact our Customer Service team for help and advice before ordering.
In general, we have found that continental brands run small to size, UK brands run true to size and US & Scandinavian brands tend to run large to size.

My item is faulty, I wish to send it back for a refund
In the unfortunate case that you have received a faulty / damaged item, please contact our Customer Service department so that they can help you.

Care of Garments

Washing Wool
-Always clean woollen items before storing.
-Wool is very delicate and will shrink if washed in temperatures over 30C
-If there is a wool option on the washing machine that is best.
-To eliminate the risk of shrinking wool items, do not twist, wring, or agitate it-if hand washing it should be swirled, then rinsed, and the water should be pressed out.
-When using soaps or detergents, they should be as close to a neutral pH as possible.
-Adding a tablespoon of white vinegar to the last rinse, will allow the wool to have the correct pH and is a great conditioner to ensure softness.

About the Wool Fibre
-The wool fibre has many natural and organic characteristics which allows for many advantages for day to day wear! 
-Wool fibres are made to trap air which allows for warmth in colder months.
-The outside of wool fibres repel water, however the inside will absorb water.
-Although woollen fibres are made to repel water, at a certain point of water intake, the process will reverse, and the water will begin to absorb to the core of the item

To Dry
-Squeeze out and roll up in a dry towel to remove excess moisture.  Do not dry on direct heat, on a radiator rack is fine, but not directly on the radiator.
-Items that are not heavy can be line dried. -Items that contain a lot of moisture, and are heavier, should always be dried on a flat surface.

The delicate and wool cycle are two very different things.  The delicate cycle spins too much and may cause shrinkage of the items.
 

ABOUT MY ORDER

Can I change or add anything to my order?
Unfortunately we can not change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.  

Can I cancel my order?
Please contact us as soon as possible. If your order has not been shipped we might be able to cancel it. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to cancel your order.

Can I change my order delivery address?
Please contact us as soon as possible. If your order has not been shipped we might be able to change the delivery address. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to change it. If you have paid with a Klarna invoice, we will not be able to change the delivery address on your order.

How will my order be packaged?
We take extra care to send your item(s) securely wrapped so your order will not be damaged during the delivery process.

How will I know that you have received my order?
We will send you a confirmation by email as soon as your order has come through in our system.
Please note that it may take up to one hour before you receive this email. This is due to the fact that the payment needs to be approved by your payment provider.

As soon as your order has been shipped, you will receive a dispatch email with your track & trace number.

I have received the wrong item, what do I do?
Please contact our customer service team directly within 7 days from receiving the item, so we can solve the issue.

I have not received all of my items, what do I do?
It could be that there is a second parcel on its way, especially with larger orders. However, always contact our customer service within 7 days from receiving the order so we can help you.


HELP WITH PLACING AN ORDER

I cannot login, what do I do?
If you cannot remember your password, click on the Account link at the very top of any page, and follow the "Forgot Your Password?" instructions.

Do you take orders via phone / email?
In the interests of protecting your privacy, we are unfortunately unable to place orders on your behalf. We can only accept orders and payments that come through our website.

I cannot create an account?
You do not need to create an account before you place an order. When you place and pay for your first order, we will ask for your personal information, such as your address and email. After that you are automatically registered on the email address you used.

Do you ship to my country?
You can select your region by clicking on the country at the top of the page. This can be changed whilst you shop, or at the checkout.
Please note that you may be charged a customs fee / duties when you order from our website if you are based outside the European Union. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.

Payment and prices

How do I make a purchase?
Once you have found an item you wish to purchase, select the size you require and 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 ‘Shopping Bag’. Fill in your address information and choose how you wish to pay. Continue through to the payment process to confirm your order.

Which payment options do you offer?
You can pay with your credit or debit card. We accept Visa, Eurocard and Mastercard. Alternatively, you can pay through your Paypal account. You can also pay through Paypal as a guest using your credit / debit card.

Within the UK, Austria, Germany, and Finland you can also pay with Klarna. For more information as to how Klarna payment works, please see the next question. All of our credit card payments within these countries are also handled by Klarna, you will also be able to pay with AMEX within these countries.

How does Klarna work?
Within the UK, Austria, Germany, and Finland you will be given the option to either pay now, or pay after delivery. This payment option is handled by Klarna.

If you choose to pay later, you will receive a notification by email once your order has been shipped. You will not receive the Klarna invoice when you place your order, but once it has left our warehouse.

If you are in the UK, Austria, Germany or Finland and are not given the option to pay later, but would like to, please contact Klarna directly by visiting: https://www.klarna.com/uk/personal. If you wish to pay for you order before it's been dispatched, you'll be given this option once you complete your order.

Please note, that the option to pay with an invoice is currently only available within the UK, Austria, Germany and Finland.

What is Klarna?
Klarna is a well-established company in Sweden that specialises in payments for online shoppers. If you shop with AlexandAlexa and you are based within the United Kingdom, Austria, Germany, or Finland, your credit card payments and refunds will be processed by Klarna.

If you wish to order but do not want to pay until you have received our purchases, you can choose to pay up to 14 days after delivery.

Unfortunately we can only offer the pay after delivery option within the United Kingdom, Austria, Germany, and Finland at the moment.

Why can I not pay with the pay after delivery option?
Sometimes the option to pay after delivery does not appear as a payment option. This may depend on either Klarna not having enough information to approve the pay after delivery option, or the amount is too high.

If you have any issues, please do not hesitant to contact our customer service team, or Klarna directly.

Please note: we can only offer the pay after delivery option within the UK, Austria, Germany, and Finland.

How can I contact Klarna?
If you have any questions about your credit card payment or invoice, you can contact Klarna through www.Klarna.co.uk/personal

You can contact them both via email or phone, and their team will be there to assist you.
 

In which currency will I be charged?
All our prices are either in Euro, GBP or US dollars depending on where you live. We are unable to charge you in any other (local) currency.

Do I have to pay a customs fee / import duties?
All US orders are now shipped on a DDP (Delivery Duties Paid basis). This means that all relevant import taxes and duties are included in the final purchase price shown on the Alex and Alexa site.

As we are shipping from the European Union, please be aware that customs fees may apply when you are ordering to a country outside of the EU. Please check with your local customs office for more information.

If you have not received your order after 6-7 business days, or if you have any issues with your delivery, please contact us.
Exception: For orders to Hong Kong, China, or The Middle East, orders will take between 10-21 days to arrive when you choose Post Standard Delivery. For more information please do not hesitate to contact us

  If you live within Russia or Azerbaijan it may take up to one month for the order to be delivered. For more information please do not hesitate to contact us. We offer Russian speaking customer service.

I have a voucher / discount code that does not work, what do I do?
In case you have received a gift voucher or a discount code and it does not work, please contact our Customer Service team so we can help.

Does AlexandAlexa have seasonal sales?
AlexandAlexa offers seasonal sales, and we have a year-round Sale department, which can be found at the top of every page. Please note we cannot guarantee that our sale prices will be equal to – or less than – discounts at other boutiques.

The item I bought is now on sale, can you refund me?
It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.


Delivery and returns.

Detailed shipping information can be found here.

How is my order delivered, I live within the UK?
Your order will be delivered with UPS. The delivery time is around 2-7 business days depending on where you live. You can even choose to pay extra and get your order delivered with express. All orders that come in before noon on business days will usually be delivered the day after. (Please bear in mind that delivery to islands and remote areas may still take another day).

You will receive a tracking number that allows you to track your parcel from door to door.

How is my order delivered, I live outside of the UK?
Your order will be delivered with UPS. The delivery time is around 2-7 business days within Europe and 2-7 business days to the rest of the world, depending on where you live.

Please bear in mind that delivery to islands and remote areas may take longer

You will receive a tracking number that allows you to track your parcel from door to door.

Do I have to pay a customs fee / import duties?
As we are shipping from the European Union customs fees may apply when you are ordering to a country outside of the EU. Please check with your local customs office for more information.

If you have not received your order after 6-7 business days or if you have a feeling something is (going) wrong with the delivery please contact us so we can help you.

How do I return my item?
You will find a return form and an UPS return document with instructions included in your parcel. Follow the instructions on the return form, if you need help please contact our customer service team.

Do you have free returns?
Free returns are available for the following countries: UK, USA, Australia, Germany, Hong Kong, Finland, United Arab Emirates, Ireland, Saudi Arabia, Norway, Denmark, Sweden and France. Orders made outside these countries will need to pay to return an item. Please see below for more information.

What are the terms & conditions for returning an item?
As we understand it can be difficult to get the right size you can always return an item.  We accept items that are as new, i.e. unworn, in their original packaging and tags attached.
If you have ordered shoes, or any other item that is delivered in a box, please bear in mind that the box is part of the item. Do not tape or write directly on this box, as we will not be able to accept your return.

For hygiene reasons we cannot accept returns on underwear and jewellery. Please bear in mind that swimwear must be tried on over underclothing, and swimwear without the protective strip will not be accepted.

How long does it take for my return to be processed?
It usually takes around 2-3 weeks after returning an item until we have processed your return. The shipping itself is usually around 3-4 business days. After your parcel has arrived at our warehouse it takes a few days for our returns department to process and register your return. This is due to the fact that they have to check and register all returns manually.

However, during busy periods, such as sale, it may take up to 30 days for your return to be processed.

How long will it take for my refund to be visible?
It usually takes a 2-5 business days for refunds to be visible on credit cards, and 1-2 business days for Paypal refunds to show from the day we issued the refund.

Please note that some banks do not show refunds until your next (monthly) overview. For more information, please contact your bank as they may still be holding on to the money.

Do you refund the shipping costs from my original order?
We offer free shipping for orders over a certain amount. However, if you have paid for shipping, we are unfortunately unable to refund these costs.

How soon will I get my money back?
Refunds will usually be made within 14 days of the date of return of the item to AlexandAlexa. All undamaged, correctly returned products will be credited to the original method of payment.  For more information in regards to this, please check the returns section on our website.

Note: If you have a question that is not answered on our site you can email us at [email protected].