frequently asked questions

does alexandra & wells accept returns?

yes, we will accept returned items that meat all requirements of our refund policy. it is up to our jurisdiction whether these requirements are met, and a refund will only be granted if we believe the products returned meat our policy requirements.

how do I request a return?

return requests must be emailed to: alexandraandwells@gmail.com. please allow 24 hours for a response, not including weekends or holidays. you can also 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 consistently notified of messages on these platforms.

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 items you wish to return in accordance to the packing slip that was shipped with your order. 

how long do I have to return an item?

 

if a return is desired, 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.

who pays for returns?

 

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.

how must my item be returned?

 

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 work, a return will not be granted, and the customer will be notified as to why the item(s) did not satisfy our refund requirements.

when will I receive my refund?

 

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.

are there exceptions & non-returnable items?

we do not except returns on any items from the alexandra & wells custom line.  please reference the size guide prior to placing a custom order, as there are no exceptions to this.

any personal care products that fall under the "skincare" collection are considered non returnable. please contact us at alexandraandwells@gmail.com, or by filling our our "contact us" form located in the "about us" section if you have questions or concerns about your specific item.

all sale items are final sale, and are not eligible for return or exchange.

gift cards are non returnable.

can I exchange an item?

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.

what if an item is damaged?

if your order arrives damaged please reach out to us directly by emailing alexandraandwells@gmail.com, making sure to include your order number and the word "damage" in the subject line.  we will do our best to satisfy your needs and come up with a fair solution. please allow 24 hours for a response, not including weekends or holidays.

If items are damaged :

  • you must provide photos of each individual item with the tags on and the packaging that they came in -- these photos must show the damage

  • once these images are received, we will assess the damage and determine whether or not it meets our requirements as a damaged item

  • the damaged items must be mailed back to us with the original packaging using the return shipping label that will be provided to you

We take great measures to ensure that our items are properly packaged and will arrive to you safely, but do know that flukes can happen (we hope you know this too!). If an item is damaged, please provide any and all details so we know how to prevent this from recurring. Please keep in mind, we are not responsible for damages that occur to the physical packaging during transit. If the shipping package is damaged, please file a claim with USPS.  Please keep in mind if we suspect that the damage in the photos provided is a result of mishandling by the shipping service, we may request photos of the packaging the items were shipped in.

how long does it take my order to ship?

we generally have a window of 3-5 business days from the time that your order is placed, until the time that your order is shipped. 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, please keep in mind that this window may be extended in order for us to fulfill a large quantity of incoming orders.

my package has not arrived yet. what do I do?

we provide a tracking number with every order that is placed and shipped.  we ask that you pay attention to the tracking information to know when to expect your package to arrive.  we do not accept responsibility for lost or delayed packages -- if the tracking information for your order indicates that it has been scanned into the postal system, it becomes the responsibility of the shipping partner to ensure delivery of your package.  if you reach out to us, we are only able to provide you with the tracking information that you already have.  for domestic orders, we are happy to file a claim on your behalf -- these oftentimes take several days, and do not always result in a clear answer or precise arrival date.  please be aware that we are unable to file claims for international orders, and we suggest that you contact your local post office with your concerns.

please keep in mind that there are often shipping delays related to the current pandemic -- especially with international orders.