Claims
Sometimes a product does not meet the expected quality. In these cases, we will of course, help you to make a claim.
Follow the steps below and complete your claim with the correct information so that we can handle your case right away.
Information needed for claims for clothing, shoes, furniture, and toys:
• Please submit the claim via our web form on the customer service page
• Order number
• Clear photos/videos of the defect
• Description of the defect
• Photo of the production number (can be found on the label with washing instructions)
Information needed for claims on a stroller or car seat:
• Please submit the claim via our web form on the customer service page
• Order number
• Clear photos/videos of the defect
• Description of the defect
• Photo of serial number and manufacturer
The serial number on a stroller can usually be found on a sticker located by the wheel or on the shopping basket.
The serial number on a car seat can usually be found on the back or bottom of the car seat.
Once we have received this information, we will process your case as soon as we can and get back to you.
Note: We kindly ask you not to discard the product or send it back before your case has been solved.
If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint. We do, however, kindly ask that you wait before sending a follow-up when making a claim as it may take a few days to receive a response. We do, of course, aim to resolve the matter as quickly as possible.
In case of a dispute, we will follow the recommendations of the Swedish Complaints Board.
If you have received an incorrect item or if the item is not in the expected condition, please contact our customer service through our web form on the customer service page. This must be done within 7 days of receipt of the delivery.
You as a customer are responsible for unpacking and checking that the products in your package are error free within 3 days of receiving them.
If the package has been damaged during delivery, you must report the damage directly to your Post Representative when you pick up your package or to the shipping company that delivers your package. Submit your error within 3 days to AlexandAlexa's customer service and we will assist you.