Frequently Asked Questions

How long does it take my order to ship?

We generally have a window of 5-7 business days from the time that your order is placed, until the time that your order is shipped (this is in addition to the shipping method that is selected during checkout). We strive to process your orders as quickly as possible, however we do ask that you keep this timeline in mind when placing an order.  If your order is placed during a sale or launch of new products, this window may be extended in order for us to fulfill a large quantity of incoming orders.

When will my preordered item arrive?

Preordered items generally estimated to ship within 4-6 weeks of the order date.  The estimated shipping time frame is referenced on the item listing at the time the order is placed.

If you have ordered additional items along with a preorder, the entire order will ship together.  If you would like the other items to ship in our regular timeframe (5-7 business days), you must place a separate order.

Does alexandra & wells accept returns?

We will accept returns for regularly stocked items that meet all requirements of our refund policy. It is up to our discretion whether these requirements are met, and a refund will only be granted if we believe the products returned meet our policy requirements.

 see return exceptions below

 

Are there exceptions & non-returnable items?

The following items are not eligible for return or exchange:

Preorder items

Custom items

Sale items

Gift Cards

Baby Box items

We are unable to accomodate return or exchange requests on any of the items that fall into the above categories.  Please reference our size guides prior to placing an order if you are concerned with fit.

How do I request a return?

You can request a return by filling out our request a return form in the "about us" section.  Reaching out to us via social media (instagram, facebook, etc.) is not an acceptable platform for return requests, as we are not able to consistently check messages on these platforms.

You may also send an email to alexandraandwells@gmail.com. If sending an email, the subject line must contain the word "return" in addition to your order number.

In the email or message section of the return request form, please reference the exact item(s) you wish to return as listed on the packing slip that was shipped with your order. 

How long do I have to return an item?

If returning an item, a customer has 7 days from the time the shipment was received to contact our shop and request a return. The item(s) must be postmarked as "shipped" within 14 days from the time the shipment was received by the customer. If the item is not postmarked within 14 days of the original shipment date, the return will no longer be valid.

The customer is responsible for shipping fees involved in returning an unwanted item. Once we have been notified that a return is requested, the appropriate mailing instructions will be given to allow the customer to return the item in the necessary time window.  We will provide you with an invoice covering the exact cost of a return label, as well as the cost of a new shipping label if an exchange is requested.

In order for a return to be accepted, the item must be sent back to the shop in its original condition (including tags and original packaging). If the item is received back not in its original condition, a refund will not be granted, and the customer will receive notice of why a refund was not able to be processed. It is up to our discretion whether or not an item is deemed to be in its "original condition" and meets the requirements of our refund policy. If an item is missing any of it's original elements (ex: tags, packaging), or appears to be washed or worn, a return will not be granted, and the customer will be notified as to why the item(s) did not satisfy our refund requirements.

If you wish to exchange an item for something different, please indicate this in your initial return email.  Once your returned item is received and assessed, the new item will be sent in its place.  If the new item is of lesser value, a refund of the price difference less shipping costs for the exchanged item will be granted.  If the new item is of greater value, an invoice will be sent to the customer email provided with the amount due, and the item will be shipped once we receive payment.

We only allow one exchange per transaction. Any newly requested items that are part of an exchange are considered final sale, and are not eligible for subsequent exchanges or returns.

The customer is responsible for all shipping costs associated with exchanging an item.

A refund will not be processed until the returned item is delivered back to the shop and its condition is assessed. If the item is still in its original condition, a full refund will be granted. If there are concerns with the condition of the item, the customer will be notified by the shop within 24 hours of receiving the returned item. Please keep in mind that it may take several days for a refund to be processed by banks or credit card companies.

What if an item is damaged?