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:
Baby Box items
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 firstname.lastname@example.org. 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 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.
If your order arrives damaged please reach out to us directly by emailing email@example.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
- damaged items will not be eligible for return or exchange if they have already been washed or worn
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 the service that delivered your order (this will be indicated on your shipping label and tracking information). 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.
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. We have also experienced delays in receiving our garment orders which can effect inventory and preorder shipping time frames.