Returning your items

We want you to be fully satisfied with your purchase from Alexandra. If for any reason you wish to return or exchange an item, please ensure the following conditions are met:
• You are returning an item within 30 days of receiving it. We will not accept returns after this period unless faulty, substitutes or wrongly described
• Your return parcel includes a completed Returns Form
• Item is unworn, unwashed and in its original packaging
• Item is in the same condition as when you received it and in a resalable condition
• We cannot accept returns of garments that have been correctly personalised to your instruction with embroidery printing or made to your design. 

 

It’s easy to return an item to us. Just follow these four steps:

1) Locate the returns form in your delivery package

Cut out the Despatch Note that came with your order along the dotted line down the middle, to separate the Returns Form on the right hand side.
Don’t have your Return Form? Contact our Customer service team on 0333 600 1111 or request your copy quoting your Account number and order reference.

2) Fill in the returns form

Write the number of items you are returning in the “Quantity” column next to the product style that you are returning, and write the letter code that best matches your reason for returning the item in the “Reason” column. A list of reasons for return are displayed on the form.

3) Prepare your package

You can use the original packaging that your item arrived in to return it to us, if you wish. Ensure that you insert your completed Returns Form along with the item that you are returning before sealing the package.

Ensure that the following address is clearly visible on the outside of the package:
Alexandra Returns Unit,
Unit E, Acton Close, Acton Road Industrial Estate
Long Eaton, Nottingham, NG10 1FY

4) Send it!

Return by mail
You can send the package back to us through the Royal Mail or your own courier service. We recommend that you use recorded delivery so that you can track the package.

Return by courier collection service
Alternatively, you can arrange for our courier to collect your package for a fee of £4.00+VAT by calling us on 0333 600 1111 and request a collection. Please note: We do not cover the cost of return postage unless goods are faulty, not as described or substituted.

dispatch note
dispatch note
 

Refunds & exchange

When we receive your package, we’ll arrange your refund. We’ll do this as promptly as possible and usually within 10 working days of receipt of your package.
Should you wish to exchange the item for a similar replacement, then please place a new order for your desired item in the usual way, you do not need to wait for your returned item to be refunded to you.

Frequently asked questions

What can I return?

You can return any faulty, substituted or not as described item. You can return any item that you are not happy with within 30 days of receipt except:

• If the item has been worn or washed 
• If the item has been correctly personalised to your instruction with embroidery or printing
• If the item is bespoke to your design
• We cannot accept returns of garments that have been correctly personalised to your instruction with embroidery printing or made to your design. 

Please return goods with a completed returns form.

 
When and how will I get a refund?

You’ll usually get your refund within 10 working days of our receipt of your package. We will either credit the card that you used to make payment for your item, or we’ll credit your Alexandra account.

 
What is the returns address?

The address to send the return to is:
Alexandra Returns Unit, 
Unit E, Acton Close, Acton Road Industrial Estate
Long Eaton, Nottingham, NG10 1FY

 
Do you cover the postage fee for returned items?

If the returned items are faulty, substituted or not as described, we will cover the postage costs. If the items are just unwanted, we’ll refund the cost of the items, but not the postage costs. Please call our customer service team on 0333 600 111 or email us your request. We can also arrange for our courier to collect your package for a fee of £4.00+VAT.

 
I don’t have the Returns Form, what do I do?

Call our Customer service team on 0333 600 1111 or email us your request, quoting your Account number and order reference, we’ll send you a copy of your returns form.