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.

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 return your order as as per our policy below. 

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.

RETURN POLICY

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. 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 returned back to a respectable condition for resale.

REFUNDS
Full-priced items are eligible for a full refund, unless purchased with Afterpay or Zip Pay.  A return request must be submitted within 14 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.

AFTERPAY & ZIP PAY
Orders placed with Afterpay or Zip Pay are only eligible for a store credit or exchange.

FULL-PRICED
Full-priced items are eligible for refund (within 14 days of receiving your order), exchange or store credit. 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.

SALE ITEMS
Sale items or items purchased during a flash sale/promotional event are only 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. 

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.

IN STORE ORDERS

If you made an in store purchase we can offer you an exchange or credit. The return must occur within 20 days of your initial order date.

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 items is faulty and we have stock then you will be sent a replacement.

MAYA EARRINGS
Due to hygiene, we dot accept returns on earrings. If you receive a faulty pair we will replace them. If we cannot replace them we will refund you. 

 

SHIPPING, DELIVERY & PROCESSING

AUSTRALIA: Express post*. 1-2 business days for delivery once the order has left the warehouse. $4.99 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 $4.99 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 $4.99 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.

Please note that during a sale there is a large quantities 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 the 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 1 week.
• You can submit an enquiry with Australia Post or you can email us and we can submit the enquiry.
• 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. All Australian returns will be charged $14.95 and New Zealand return cost will be subject to their local post office.

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 3-5 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.