International Shipping Options
FREE SHIPPING on US orders, when you spend $95 or more
Our standard shipping service, shipped via Royal Mail in the UK and their partners (USPS) in the USA, is FREE of charge on all US orders over $95 or more. Allow approximately 5 – 10 working days for delivery, subject to customs clearance. Please note that the US stage of transit is not tracked and therefore in the rare event of the goods being delayed, it may be very difficult for our Customer Care Team to trace your package.
We're sorry, but this option is unavailable for larger items
EXPRESS SHIPPING for US & International Orders
US & International Express
Select express shipping and receive your parcel in the fastest time possible. All US & international orders are shipped securely via DHL Express Worldwide*. Allow up to 2-4 working days for delivery from dispatch, subject to customs clearance. All express deliveries are fully tracked and the tracking information will be provided to you by email upon dispatch. *Please note that deliveries are subject to the working hours of the DHL courier service, therefore deliveries may not be made on weekends.
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.
Duties and Taxes
Please note that for international shipping outside of the UK the recipient is responsible for settling directly with Local Government Authorities or Carriers any Customs Duties and/or Taxes levied as a result of importing item(s) into that Country. For more information on our shipping services and terms, please call our Customer Care Team toll free on or email us: email@example.com
For more information on our Shipping Services, please call our Customer Care Team Toll Free on 1855 321 2222, or email us: firstname.lastname@example.org
Please note that our opening hours are between 8am – 1pm EST Monday to Friday.
Returns & Exchanges
It is FREE to return or exchange items from a U.S address and we will accept item(s) provided they are returned as new, i.e. are unworn and have been returned with the original packaging, including tags, within the time limits set out below. Please note: Shoes must be returned unmarked and in their original shoe box. To ensure you have the right size, customers can try shoes on, on a carpeted or soft surface, however, AlexandAlexa.com will not accept shoes with any sign of wear and tear. For hygiene reasons, underwear and swimwear must be tried on over under clothing, ensuring that the protective hygiene strip remains in place and intact. Jewelry items for piercings must not be tried on before return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging. Exchanges can only be accepted for the same item(s) in a different color and size, subject to availability and will only be made once we have received the returned item(s) and processed any additional payment which might be required.
The Sale of Goods Act 1979 (as amended) provides for the return of faulty item(s). An item(s) is deemed faulty if it is received damaged or has a manufacturing fault that is immediately evident or occurs within 6 months of the item(s) being received. Where possible item(s) will be repaired or replaced for the same product, in the same size and color, subject to availability. If the item(s) cannot be repaired or replaced for the same item, a full refund will be issued. Repairs do not come with any guarantees. All items returned as faulty will be inspected and any items deemed subject to fair wear and tear will not be accepted as faulty.
If you have received an item(s) as a gift you can exchange it for another item(s) of the same value or more, provided you pay the cost difference and the additional shipping, import duties and taxes.
HOW TO RETURN AN ITEM
1) Contact our Customer Care Team via email email@example.com or by telephone TOLL FREE 1855 321 2222 (8am – 1pm EST Monday to Friday) quoting your order number and the reasons why you wish to return the item(s). Your order number is located on the left hand side of your invoice.
2) Your request to return items must be received within 7 working days of the order being received.
3) Our Customer Care Team will issue you with a Return Authorization Number (RAN) together with instructions on how to make the return through our nominated carriers/agents.
4) Returns are to be received by AlexandAlexa.com carriers/agents within 7 working days from the date the RAN is issued. Returns received outside of this time frame are accepted at the discretion of AlexandAlexa.com.
RECEIVING A REFUND FOR YOUR ITEM
Refunds will be made to you within 30 working days of the cancellation date of the order (for items not shipped) or from when the returned item(s) are received by AlexandAlexa.com. The refund will be credited to the original purchaser's credit card.
DUTIES ON RETURNS
We will refund you any additional custom duties and taxes proportional to the cost of items returned. All relating paperwork must be supplied to AlexandAlexa.com in order for your duties refund to be processed.
CANCELLING YOUR ORDER
You have the right under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order at any time before delivery of the items(s) or within 7 working days of receipt of the item(s) by following our returns process. You will be refunded the full postage charge of your item(s) where the entire order is returned.
HOW TO CANCEL YOUR ORDER
Please notify our Customer Care Team in writing by email firstname.lastname@example.org . Upon receipt of your email, a confirmation email will be sent to you. In the instance where your order has already been delivered to you, a Returns Authorization Number (RAN) will be issued together with instructions on how to make the return through our nominated carriers/agents. Please note that AlexandAlexa.com reserve the right to refuse unsolicited order returns.
Price Match Promise
We understand that value for quality is priority, so we promise to always bring you the Best Kids’ Brands at the best possible prices. That’s why we offer to match the selling prices of our online competitors. If you see or buy a product from us and find it cheaper with another web-store, then as long as their service conditions and terms are comparable*, we will match the price before you buy, or refund you the difference for up to 72 hours after you have made a purchase.
HOW TO MAKE A PRICE MATCH CLAIM
Contact our customer service team (email:email@example.com) to let us know where you have seen the product at a lower price point. If you’d like to buy the product but would like us to match the price first, please check that you can provide up-to-date information, for example a copy of a newsletter or a live website link, as we’ll need to check full details of the product, the competitor and the selling price before we can price match.
If you have already purchased from AlexandAlexa.com, please ensure that:
a. You have your order details to hand.
b. You purchased no more than 72 hours ago.
c. You have proof of competitor pricing.
Contact us by phone or by email:
UK: 0845 838 1331
USA: 1855 321 2222
International: +44 (0) 207 232 4200
Opening hours Monday to Friday 8am to 6pm BST or 8am - 1pm EST
We will only match prices for online competitors and for products which are identical in size, brand, style and color. If you have already purchased from AlexandAlexa.com before finding that the product is cheaper elsewhere, please ensure that you report the price match within 72 hours of placing your order. Our Price Match Promise also applies during the sale period. Our currency conversion rates apply to all Price Matches. We are unable to match competitors who are in administration or closing down.