Frequently asked questions

ORDER

 

How do I place an order?

You can place an order easily by choosing the items and the sizes on our website. Once you are done with the selection, click on the Shopping bag in the upper right corner. This will lead you to the checkout where you can find the selected items, quantity and price.

Once you have chosen the payment and shipping method and have filled out your address details, click on the Buy button which will take you to the page where you can fill out your payment details.

Can I change or add anything to my order?

Unfortunately we cannot 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.  

 

How will I know that my order was successfully placed?

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.

 

Can I cancel my order?

Please contact our Customer Service as soon as possible. If your order has not been shipped we might be able to cancel it. However, as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to cancel your order before shipping. Please note that we offer 30 days from the receipt of your items in which you can change your mind and return the order.

 

Can I change my order delivery address?

Please contact our Customer Service 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.

 

The item I bought is now on sale, can you price match?

Considering the great number of deals and offers that we have throughout the year, we are unable to refund the difference if an item goes down in price after you have made a purchase. You can of course, return the original order and place a new order with the new, discounted price.

 

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.

 

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.

 

One of the items in my order is defective. What do I do?

Please contact our Customer Service as soon as possible and make sure to provide the order number, photos/videos of the defect and a serial number if you have purchased a stroller or a car seat.

 

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. If your parcel has been damaged in transport, always contact our Customer Service within 7 days from receiving the order so we can help you.

 

What if an item is out of stock?

Seasonal collections will not be restocked, so we encourage you to search for a similar styles on our website or contact our Customer Service for advice on how to find similar styles.

 

SHIPPING AND RETURNS

Detailed shipping information can be found here.

 

How long does delivery take and how much will it cost?

Since we offer slightly different shipping options for each country we ship to, the best way to check the shipping options and pricing for your country is to go to the checkout and see the available shipping options and prices.

 

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 that is outside of EU. Please check with your local customs office for more information.

 

Can I shop tax free?

No. We do not offer Tax Free shopping.

 

Do you deliver to my country?

You can find the list of countries we ship to in the Country and Language section on the top of our homepage or in the drop-down menu at the checkout.

 

Where is my parcel?

Once your parcel is shipped, we will send you a delivery confirmation e-mail where you will also be able to find your tracking number. If you click on the tracking link, it will take you to the courier website and show you the latest updates if your parcel. If you have difficulties tracking your parcel please contact our Customer Service.

 

How do I return my item?

You will find a return form with instructions included in your parcel. Follow the instructions on the return form, if you need help please contact our Customer Service.

 

How do I exchange an item?

If the size of the item you have ordered doesn’t fit, you can send the item back and place a new order with the correct size. If there is a difference in price, please contact our Customer Service so we can match the price. Please note that this only applies if you have ordered the same article in a different size.

 

Do you offer free returns?

Free returns are available for the following countries: UK, USA, Australia, Germany, 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.

 

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 underwear, and swimwear without the protective strip will not be accepted.

 

PLEASE BEAR IN MIND THAT RETURNED PARCELS WITHOUT ANY INFORMATION MAY NOT BE REFUNDED.

 

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 7-10 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. During busy periods, such as sale, it may take up to 30 days for your return to be processed.

 

I have not yet received my refund. What should I do ?

Once your return was processed and approved, the refund for the returned item(s) will be issued to the same method of payment you have used to place the order.

If you have not received a confirmation email for your return, please track your return parcel on the courier website. Please allow up to 5 working days after the arrival of your parcel for our team to process your returns.

If you have already received a confirmation email for your return, you will soon receive your refund. Once the refund is issued, your issuing bank will take 3-5 working days to process the money back into your account.

PAYMENT

 

What payment methods does AlexandAlexa accept?

For most countries we offer Paypal and Card payment methods. For some countries, we also offer Klarna payment.

 

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.

 

Is it safe to use my credit card online at AlexandAlexa?

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.

 

Why was my card declined?

If your card payment was declined though you have enough money in your account to cover the payment, there are several reasons why this may be occurring:

 

- The amount exceeds your daily spending limit.

- The payment is larger than the maximum transaction allowed for your account.

- Your card has been locked by your issuing bank.

- The charge is larger than what you usually would put on your card.

 

The best way to solve this is to contact your payment card's issuing bank and ask them to adjust your daily limit, maximum transaction size or to unlock your card.

 

CUSTOMER ACCOUNT

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.

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.