EASY RETURNS

If you would like to make a return you can do this via our Returns Centre. It's fast and easy to use. Please familiarise yourself with our return policy first to avoid any confusion and rejected returns requests

The most important thing to us at  ALEXANDRA  is that you are 100% satisfied with your purchase.

If you would like to cancel your order please do so before 9am the following day from purchase. Otherwise we cannot guarantee the cancellation and you will have to return your order as per our policy below. 

RETURNS PORTAL FAQ

Via our returns portal you can  return your order for a refund, credit or exchange depending what your order is eligible for. If you would like to exchange an item for a different style this is possible with our  Shop Now function. If the order costs more then you will have to pay via credit card and if it costs less you will be credited. 

We offer a pre-paid label with your return however there are various handling fees based on the return request. We charge a $15 handling fee for a refund, $10 handling fee for exchanges and a $5 handling fee for credits. Credits are sent to you as a gift card. Please note if you have credit in your account and you wish to use it towards an exchange we unfortunately do not have that capability yet. We know this is frustrating however we are working to resolve it.

TRY BEFORE YOU BUY ORDERS

To complete your order or request a return for items ordered through our Try Before You Buy service, please follow this link to the dedicated returns page. Yes you ccan return your Try Before You Buy orders together with your standard orders but please make it clean which items are from which order eg. return with both packing slips.

RETURN POLICY

** SALE EVENTS **  Sale products are eligible for credit or exchange.  

RETURNING CONDITION
Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached. The item must be returned in undamaged bags with the return packing slip. The correct item must be in the correctly labeled bag. If merchandise is returned despite these conditions you will be charged a $10 handling fee to bring your return back to a respectable condition for resale.

REFUNDS, CREDITS & EXCHANGES
Full-priced items are eligible for a full refund, unless purchased with Afterpay or Zip Pay.  A return request must be submitted within 30 days of receiving your order. If you have already exchanged an order once, we offer a credit if you would like to return it again after that. We provide a pre-paid return label and charge a $10 handling fee for exchanges and a $5 handling fee for credits.

AFTERPAY & ZIP PAY
Orders placed with Afterpay or Zip Pay are only eligible for a store credit or exchange.  We provide a pre-paid return label and charge a $10 handling fee for exchanges and a $5 handling fee for credits.

FULL-PRICED
Full-priced items are eligible for refund (within 14 days of receiving your order), exchange or store credit (within 30 days of receiving your order). Please note, orders placed with Afterpay or Zip Pay are only eligible for a store credit or exchange. If you have already exchanged an order once, we offer a credit if you would like to return it again after that. We provide a pre-paid return label and charge a $15 handling fee for a refund, $10 handling fee for exchanges and a $5 handling fee for credits.

SALE ITEMS
Sale items or items purchased during a flash sale/promotional event are eligible for a store credit or exchange. If we cannot fulfil an exchange we will apply the credit to your account. The credit will be valid for 2 years. We provide a pre-paid return label and charge a $10 handling fee for exchanges and a $5 handling fee for credits.

PROMOTIONAL CODE
First time customers who use welcome codes are eligible for a full refund unless the item was on sale or the order was placed with Afterpay or Zip Pay.

GIFT CARDS
Gift Cards may not be returned.  It will expire after 2 years.

SAMPLES SALES STORE ORDERS

If you made a  purchase at our Samples Sales Shop these are final sale and cannot be returned.

FAULTY ITEMS

We sincerely apologise for any inconvenience caused by receiving a faulty garment. Please contact our at the-crew@alexandraaustralia.com with your order number and images of the fault and we will work with you to resolve it as soon as possible. If your item is faulty and we have stock then you will be sent a replacement.

 

SHIPPING, DELIVERY & PROCESSING

AUSTRALIA: Express post*. 1-2 business days for delivery once the order has left the warehouse. $7.99 AUD

NEW ZEALAND: Express International; 2-5 business days for delivery once the order has left the warehouse. $19.95 NZD

UNITED STATES: Free express International. 5-9 business days for delivery once the order has left the warehouse. 

All orders are sent from our warehouse in Heidelberg West, VIC. Unfortunately we cannot accommodate walk-ins and drop offs at the warehouse.

We charge a small fee of $7.99 for express postage. We believe this creates a better shopping experience for you as you will get your order earlier, and avoid the delay at our dispatch center and Australia Post, as express orders are prioritised.  

If you order before 9am we will endeavour to get your order out that day. 

*Paying $8.99 for express postage does not mean your order is guaranteed to go out the next business day. All of our orders are sent express. Express postage means your order will be a priority once handed to Australia Post. Unfortunately this does not mean your order is a priority for processing in the warehouse. However, we will endeavour to get your order out as soon as possible and please do email us if it’s urgent.

Please note that during a sale there is a large quantity of orders to get through. Please allow 1 to 3 business days to process your order. If your order is urgent please contact us and we will prioritise it.

Any parcels that are returned to sender and need to be re-shipped may incur a cost to the customer.  Unfortunately, we cannot hold liability if you provide us with an incorrect postal address.

International express shipping is $19.99. If your country requires you to pay an import tax you are liable to pay this. Please be familiar with your country's import tax requirements prior to ordering.

ORDER CANCELATIONS

Orders placed by mistake should be cancelled within 30 minutes of placing the order. Once the items are placed on pallets for pick-up by Australia Post, we are unable to cancel the order as it becomes impossible to isolate the order. If this happens, unfortunately the order will need to be dispatched and returned at your expense. 

 

AN ORDER LOST OR DELAYED IN THE POST

Due to the increase in demand at Australia Post orders have occasionally been delayed or gone missing.

• Email us if your order delivery has been delayed by more than 4 business days.

• We will submit an enquiry with Australia Post

• If your order has been lost in the post we will replace it. In the event we cannot replace it we will refund or credit you. 

 

RETURN SHIPPING
Submit your return and print the return shipping label. Original shipping charges and duties and taxes are non-refundable and charges for returned items are the responsibility of the customer.

 

PROCESSING TIME FOR RETURNS
We endeavour to process returns daily but please allow up to 3 business days for your return to be processed. You will receive email notification when our team has received your return and again when it has been processed. 

 

LATE OR MISSING REFUNDS
You will be notified by email as soon as we process your refund. If you haven’t received the refund in your bank account yet, first wait a few days and check again. Then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at the-crew@alexandraaustralia.com.

 

PRE ORDER

If you order a pre-order item we will dispatch the item as per the advised dispatch however this is subject to change. We try to be as accurate as possible with the achievable date but if you need the item by a specific day then contact us to confirm. 

If you are ordering multiple items and only 1 item is pre-order we will send the whole order out on the pre-order dispatch date. If you would like the rest of your order sooner please order those items separately.