Returns and refunds
It’s easy to return an item to us. Unless faulty or not as described, returned items must:
- Be returned to us within 30 days of receipt. We will not accept the return after this time has elapsed.
- Be unworn, unaltered and unwashed and in resalable condition.
- Not be embroidered, bespoke or customised.
If you want to order a replacement garment in the meantime, just go ahead and place another order in the usual way.
Receiving your refund
When we receive your returned package, along with the completed Returns Form, 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 need any further help, please contact us via email or use our Live Chat service, quoting your Account Number and Order Reference.
Return an item in 4 easy steps:
Locate the returns form in your delivery package
Separate the Returns Form from your Despatch Note, along the dotted line.
Complete the returns form
Write the number of items you are returning in the ‘Quantity’ column next to the product style that you are returning. Please note the reason why the item is being returned by entering the correct reason code. Reason codes can be found on the return form.
Prepare your package
You can use the original packaging that your item arrived in to return it to us.
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
Send it - by mail or courier
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.
Frequently asked questions
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 contact us via email or use our Live Chat service.
I DON’T HAVE THE RETURNS FORM, WHAT DO I DO?
Contact our Customer service team via email or use our Live Chat service, quoting your Account number and order reference, we’ll send you a copy of your returns form.