Frequently Asked Questions

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:

USA Toll Free 1855 321 2222
Rest of the World +44 (0) 207 232 4200
Or send an email to customerservice@alexandalexa.com

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.

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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.

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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.

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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.

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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.

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How do I know it will fit?

Here at ALEXANDALEXA.COM we try 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.

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How do I know what is in stock?

All items shown are in stock. If a size isn't appearing in the size drop-down on the product page, the item is in fact sold out. 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.

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How do I make a purchase?

Shop by browsing through our departments or searching designers on the top navigation bar.

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What payment methods does ALEXANDALEXA.COM accept?

We accept Visa, Mastercard, Amex, Solo, Maestro, Delta, Switch debit cards and PayPal.

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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 Sage Pay (http://www.sagepay.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:
USA Toll Free 1855 321 2222
Rest of the World +44 (0) 207 232 4200
Or send an email to customerservice@alexandalexa.com

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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:
USA Toll Free 1855 321 2222
Rest of the World +44 (0) 207 232 4200

Opening hours Monday to Friday 8am to 1pm (EST)

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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.

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Where does ALEXANDALEXA.COM ship to?

ALEXANDALEXA ships to all countries Worldwide and offers two shipping options for customers in the US.

We offer a STANDARD SERVICE, shipped through the Royal Mail in the UK and then through their partners (USPS) in the USA.  Your order should arrive in approximately 10 working days after shipping, subject to customs clearance. Please note that the 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 also offer an EXPRESS SERVICE*, shipped through DHL International. Your order should arrive 2-4 working days after shipping, subject to customs clearance. The package is fully tracked and the tracking information will be provided to you by email upon despatch. Please note that deliveries are subject to the working hours of the DHL courier service, therefore deliveries may not be made on weekends.
* The Express Saver Service is not available to the Russian Federation. If you require additional information, please contact the Customer Service Team at: customerservice@alexandalexa.com

Please note that it is the recipient’s responsibility to settle directly with Local Government Authorities or Carriers any Customs Duties and/or Taxes levied as a result of importing item(s) into that Country.

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Does ALEXANDALEXA.COM ship to Post Office Boxes or Aramex 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 shipping address. You must provide us with an address where our shipping service can get a signature upon delivery of your shipment.

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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:
USA Toll Free 1855 321 2222
Rest of the World +44 (0) 207 232 4200
Or send an email to customerservice@alexandalexa.com

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How soon can I get my order?

We offer shipping to all countries worldwide as indicated on the order form. We endeavour to dispatch all orders within 24 hours, however, please allow up to 10 working days for shipping as external factors may cause delays.

Your order will be shipped once:

i) Payment has been approved.
ii) The delivery/shipping 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 working days thereafter.

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How much will I be charged for shipping?

We are currently offering FREE US shipping on all orders over $95

US & International Shipping Tariffs:

 ShippingCostDelivery Time
USA Standard - orders of $95 or more FREE * 5-10 working days
Standard $5.00 5-10 working days
Express $15.00 2-4 working days
UK Standard - orders of $45 or more FREE * 5-10 working days
Standard $4.50 5-10 working days
Express $20.00 2-4 working days
Europe Standard - orders of $95 or more FREE * 5-10 working days
Standard $12.50 5-10 working days
Express $20.00 2-4 working days
Middle East Standard - orders of $160 or more FREE * 5-10 working days
Standard $12.50 5-10 working days
Express $20.00 2-4 working days
Australia Standard - orders of $160 or more FREE * 5-10 working days
Standard $12.50 5-10 working days
Express $20.00 2-4 working days
Rest of the World Standard - orders of $160 or more FREE * 5-10 working days
Standard $12.50 5-10 working days
Express $20.00 2-4 working days

* We're sorry, but this option is unavailable for larger items.


For full shipping details, visit our Shipping Page

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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.

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How can I expect to receive the goods?

All orders will be shipped 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.

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How are import duties and taxes calculated?

Import duties and taxes are calculated by the national government and in some cases the local state government to which the order is being sent.  The import duty calculation is payable on an ad-valorem percentage that is based upon the product origin, the product itself and from what it is made.  Similarly. the tax calculation is an ad-valorem percentage set by the national government and/or local state government.

All import duties and local taxes are payable at time of importation and are the responsibility of the customer.

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Will there be additional import duties or taxes payable on my purchase?

There may be additional import duties or taxes payable by you on receipt of the goods by customs in your country. AlexandAlexa.com does not accept responsibility for these costs.

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What if I want to return or exchange something (Returns Policy)?

We ask that you return your items to us within 28 days of receiving them. Simply follow the steps below:

1) Complete the Refund & Exchange Form included with your order.

2) Remove the Address Label from your Customer Invoice and affix it in the box indicated on your Refund & Exchange form.

3) Wrap the item securely (you do not have to return item(s) with the branded AlexandAlexa gift box they came in), making sure your completed Refund & Exchange form is inside. If you are returning an item from the UK, please refer to the returns label enclosed.

4) Post the item at your local post office – we strongly recommend that you request proof of postage for your records

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. Items presented in a branded box must be returned unmarked in their original, undamaged packaging as this is considered part of the product. Please note that items returned without their box or in a damaged box may not be accepted, and may be returned to the customer.

Please do not use the shoe box as protective packaging.

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 note that whilst we do refund return shipping charges, we are unable to refund delivery or import duties.

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) by emailing us at customerservice@alexandalexa.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 ship 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

Email our customer service team at customerservice@alexandalexa.com with your order number and we will be happy to help you return your item.

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, whilst we do refund return shipping charges, we are unable to refund delivery or import duties.

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:

USA Toll Free 1855 321 2222

Rest of the World +44 (0) 207 232 4200.

Alternatively, send an email to customerservice@alexandalexa.com with any questions you may have.

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ALEXANDALEXA ships Worldwide from the UK offering US Customers two delivery options.

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