- How do I contact customer service?
- I've forgotten my password.
- How do I find a specific item?
- Does ALEXANDALEXA.COM sell factory seconds or discounted products?
- Will ALEXANDALEXA.COM have seasonal sales?
- How do I know it will fit?
- How do I know what is in stock?
- How do I make a purchase?
- What payment methods does ALEXANDALEXA.COM accept?
- Is it safe to use my credit card online at ALEXANDALEXA.COM?
- Can I order by phone?
- How will I know you received my order?
- Where does Alexandalexa.com ship to?
- Does ALEXANDALEXA.COM ship to post office boxes or amarex addresses?
- Does ALEXANDALEXA.COM ship to multiple addresses?
- How soon can I get my order?
- How much will be charged for shipping?
- How can I track my order?
- Is my personal information kept private?
- How can I expect to receive the goods?
- How are duties and taxes calculated?
- Will there be additional duties or taxes payable on my purchase?
- What if i want to return or exchange something (Returns Policy)?
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) 207 384 1505
Fax: +44 (0) 207 384 1508
Or send an email to enquiries@alexandalexa.com.
In the unlikely event of Customer Care being unable to satisfy your request immediately, ALEXANDALEXA.COM will endeavor to respond as soon as the issue has been thoroughly investigated.
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.
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, simple type the designer, or product you are looking for an push the "search" button.
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.
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.
HOW DO I KNOW IT WILL FIT?
Here at ALEXANDALEXA.COM wetry 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.
HOW DO I KNOW WHAT IS IN STOCK?
All items shown are in stock unless the words "Sold Out" appear in the size drop-down on the product pages. 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.
HOW DO I MAKE A PURCHASE?
Making a purchase is easy. Just follow these simple steps:
Shop by browsing through our Campaign Photos, clothing departments or searching Designers on the top navigation bar.
- Click on the image to access the individual item's product page where you will be given information on sizing and colour options.
- Add merchandise to your shopping bag by clicking on the 'Add To Shopping Bag' button near the desired item.
- Review the items you have chosen in your shopping bag by clicking the 'Shopping Bag' link at the top of the page. To delete an item from your shopping bag, click on the 'Remove Item' button.
- To resume shopping after viewing your shopping bag, click the 'Continue Shopping' button. Please be aware that when the item is in your shopping bag another customer can still purchase it.
- Proceed to purchase to finalize your purchases and follow the instructions.
WHAT PAYMENT METHODS DOES ALEXANDALEXA.COM ACCEPT?
We accept Visa, Mastercard, Solo, Maestro, Delta, and Switch debit cards.
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 Protx (http://www.protx.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) 207 384 1505
Or send an email to enquiries@alexandalexa.com
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) 207 384 1505
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.
WHERE DOES ALEXANDALEXA.COM SHIP TO?
Alexandalexa.com uses DHL Express as its Express Local & Global shipping partner and Royal Mail UK (International signed-for Small Packets) as its Standard Service shipping partner. We offer the following shipping rates.
| Express | Standard | ||||
|---|---|---|---|---|---|
| Service | Same Day | 1-2 Days | 2-3 Days | 2-3 Days | 3-5 Days |
| Same Day London (London Postcodes)* | £15.00 | ||||
| Zone 1: Standard UK | £3.95 | ||||
| Zone 2: Europe Express Countries ** | £22.00 | £10.00 | |||
| Zone 3: Europe All Other | £33.00 | £10.00 | |||
| Zone 4: New York *** | £35.00 | £10.00 | |||
| Zone 5: Rest of USA | £35.00 | £10.00 | |||
| Zone 6: Japan & Singapore *** | £50.00 | £15.00 | |||
| Zone 7: Rest of the World | £75.00 | £15.00 | |||
| * Orders must be received by 14.00 hrs GMT on day for London (UK) same-day delivery. Monday to Friday only | |||||
| ** France/ Germany/ Spain & Italy | |||||
| *** Specially negotiated express rates | |||||
| Express Provider: DHL Express | |||||
| Standard Provider: Royal Mail UK (International signed-for Small Packets). | |||||
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.
DOES ALEXANDALEXA.COM SHIP TO POST OFFICE BOXES OR AMAREX 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 delivery address. You must provide us with an address where our delivery service can get a signature upon delivery of your shipment.
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) 207 384 1505
Or send an email to enquiries@alexandalexa.com
HOW SOON CAN I GET MY ORDER?
We offer delivery to more than 100 countries around the world as indicated on the order form. We endeavour to dispatch all orders within 24 hours, however, please allow up to 7 days for delivery as external factors may cause delays.
Your order will be shipped once:
i) Payment has been approved.
ii) The delivery/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 business days thereafter.
* Orders must be received and have cleared our credit control processes by 14.00hrs GMT for London (Uk) same day deliveries. We will endeavour to dispatch UK/London Express orders within 24 hours of receiving your order.
| Express | Standard | ||||
|---|---|---|---|---|---|
| Service | Same Day | 1-2 Days | 2-3 Days | 2-3 Days | 3-5 Days |
| Same Day London (London Postcodes)* | £15.00 | ||||
| Zone 1: Standard UK | £3.95 | ||||
| Zone 2: Europe Express Countries ** | £22.00 | £10.00 | |||
| Zone 3: Europe All Other | £33.00 | £10.00 | |||
| Zone 4: New York *** | £35.00 | £10.00 | |||
| Zone 5: Rest of USA | £35.00 | £10.00 | |||
| Zone 6: Japan & Singapore *** | £50.00 | £15.00 | |||
| Zone 7: Rest of the World | £75.00 | £15.00 | |||
| * Orders must be received by 14.00 hrs GMT on day for London (UK) same-day delivery. Monday to Friday only | |||||
| ** France/ Germany/ Spain & Italy | |||||
| *** Specially negotiated express rates | |||||
| Express Provider: DHL Express | |||||
| Standard Provider: Royal Mail UK (International signed-for Small Packets). | |||||
HOW MUCH WILL I BE CHARGED FOR SHIPPING?
All Express shipping is handled by ALEXANDALEXA.COM's carrier partner DHL all Standard shipping by Royal Mail UK (International signed-for Small Packets)..
The following table is our confirmed shipping costs:
| Express | Standard | ||||
|---|---|---|---|---|---|
| Service | Same Day | 1-2 Days | 2-3 Days | 2-3 Days | 3-5 Days |
| Same Day London (London Postcodes)* | £15.00 | ||||
| Zone 1: Standard UK | £3.95 | ||||
| Zone 2: Europe Express Countries ** | £22.00 | £10.00 | |||
| Zone 3: Europe All Other | £33.00 | £10.00 | |||
| Zone 4: New York *** | £35.00 | £10.00 | |||
| Zone 5: Rest of USA | £35.00 | £10.00 | |||
| Zone 6: Japan & Singapore *** | £50.00 | £15.00 | |||
| Zone 7: Rest of the World | £75.00 | £15.00 | |||
| * Orders must be received by 14.00 hrs GMT on day for London (UK) same-day delivery. Monday to Friday only | |||||
| ** France/ Germany/ Spain & Italy | |||||
| *** Specially negotiated express rates | |||||
| Express Provider: DHL Express | |||||
| Standard Provider: Royal Mail UK (International signed-for Small Packets). | |||||
ALL deliveries Monday-Friday.
All shipping prices shown are inclusive of VAT,
HOW CAN I TRACK MY ORDER?
Email enquiries@alexandalexa.com, we will provide you with your unique DHL or Parcelforce 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/
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 delivery. 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.
HOW CAN I EXPECT TO RECEIVE THE GOODS?
All orders will be delivered 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.
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
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.
WHAT IF I WANT TO RETURN OR EXCHANGE SOMETHING (RETURNS POLICY)?
We offer a flexible returns policy here at ALEXANDALEXA.COM as we wish to make sure you enjoy the quality garments you are purchasing. However there is a strict returns policy that we ask you read before you purchase any goods.
All items for return or exchange must have a Return Authorisation Number (RAN). For returns of faulty goods please follow the same process subject to the conditions detailed below. RAN numbers can be obtained by emailing us at Enquiries@alexandalexa.com . Once you have received your RAN please take care to follow the instructions emailed to you and detailed below. Please note that unidentified returns/exchanges may be returned to the sender.
We request that all goods are returned within 14 days of the date of your request for an RAN.
Returns received outside the above time frames are accepted at the discretion of ALEXANDALEXA.COM
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.
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.
We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
You should prepare the goods for return back to Alexandalexa.com within 14 days of receiving the RAN. The return address is stated on the Returns policy, supplied with your goods. Failure to obtain an RAN does not affect your statutory rights.
HOW TO PROCEED IF YOU WISH TO RETURN OR EXCHANGE
In order to facilitate the return of your items you must obtain a Return Authorisation Number (RAN) number by emailing us at Enquiries@ALEXANDALEXA.COM.com within 7 days of receiving your order.
All returns for any particular order need to be returned in one shipment. Any subsequent returns from the same order may incur additional shipping cost.
The RAN number should be written clearly on a letter adjoining the goods you are returning, together with the reason for the return. We advise that you use a tracking/ or registered mail carrier service for the return, as it is your responsibility to deliver the goods back to ALEXANDALEXA.COM. If you wish to exchange, please email us your required size and we will reserve it for you if the item is in stock.
HOW TO PROCEED IF YOU WISH TO RETURN FAULTY GOODS
In order to facilitate the return of faulty items you must obtain a Return Merchandise Authorization (RAN) number by emailing us at Enquiries@ALEXANDALEXA.COM.com and follow the standard returns process as detailed above.
Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault within a period of 6 months after delivery. 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.
Exchanges are possible if the item is available. We can only exchange faulty items for the same item in the same size, subject to availability. If you wish to exchange, please make your request clear when requesting your RAN.
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.
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, international customs duties and sales taxes are non- refundable for shipments outside the European Community (EU).
RETURNS POLICY FOR ITEMS ON SALE - Same policy as above except:
We request that all goods are returned within 7 days of the date you received your RAN number.
Any items returned outside this time frame are accepted at the discretion of ALEXANDALEXA.COM
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) 207 384 1505.
Alternatively, send an email to Enquiries@ALEXANDALEXA.COM.com with any questions you may have.
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