Frequently Asked Questions

How do I create a new account? 

Creating an online account allows you to see your previous orders, leave reviews, save delivery addresses and generally makes shopping with us again even quicker and easier. Follow the link to Create an Account.

How do I reorder my last or previous order online? 

You can re-order a previous order directly from My Account section, adding or deleting items as required. 

How do I change or cancel an order?

Your order will be processed as soon as you submit it, so unfortunately it's not possible to change or cancel your order. If you change your mind about your order you will need to return it to us for a refund. 

How do I keep track of my order?

You are automatically selected to receive order notification emails when you create an account online. Alternatively you can contact us with your email address and we will set you up to start receiving them.

Please can I have some help with sizing?

Each product on our website includes a size guide to help identify the size that you would need according to your measurements. Head to our How-To Measure page for guidance.

Where do I find out more information about your products? 

Search on our site using the product code or name to find further details regarding a specific product. On the product page are displayed information related to fabric, wash instructions, colours available or any Health and Safety Standards. 

I would like to know the stock levels of a product - How do I get this information?

Our website will show if items are available from stock. 

How do I place an order for personalised workwear? 

Simply select the product you would like to personalise, select the add personalisation button, add your logo and/or text, review and approve the final design visual, and add to your basket, once you have finished shopping, follow the payment process to complete your order. We will then moderate the order and notify you when complete. 

What happens during moderation? 

We will check over your order for anything that doesn't meet our terms and conditions, such as profanity, copyright infringement etc. If your order does not pass moderation, we will cancel the order, notify you via email and no money will be taken from the payment method used during checkout.

How long will the moderation process take? 

The moderation check will be completed within 48 hours, once this check has taken place, you will be notified via email if your order is successful, needs amending or has been cancelled. 

How long does delivery take on personalised garments? 

Please allow 5-10 working days after your order has passed moderation and has been confirmed.

How much does the personalisation service cost? 

The one-time setup cost of an embroidery logo is £20.00 and £5.50 for each application

The one-time setup cost of embroidery lettering is £7.97 and £5.50 for each application

The one-time setup cost of a print design is £20.00 and £6.00 for each application

How do I track my order? 

We use DX as our chosen delivery provider. Once your order has been despatched, you will receive a tracking link via email directly from DX.

Not happy with my order, how do I get a refund? 

Unfortunately, we are unable to provide a refund on personalised garments. However, if there is a manufacturing error with the garment(s), please contact us via the live chat function on our website to speak to a member of our customer service team who can assist further. 

How can I obtain copies of my statements and invoices?

Visit your online e-billing account, if you’ve not registered please sign up at diforms.com/signup/Alexandra 

What is my account balance? - How can I pay my account balance?

For information regarding payments and balances, please contact us using the Live Chat service. Payment can be made by bank transfer, via credit/debit card. 

The invoice or statement I have received is different to what I was expecting. What do I do? 

Help and advice can be obtained by contacting us using the Live Chat service. Please have your Order Reference and Account Number ready. 

How can I apply for a credit amount?

We can offer a credit facility to any business with an annual workwear spend over £10,000 or more per year. If you meet this threshold, please contact us and a member of the team can assist further.

How do I receive a pro forma invoice? 

Our Customer Service team can provide you a pro-forma invoice when you place your order. Please contact us on the Live Chat service. 

What are the delivery charges? 

Please visit our Delivery page for the delivery charges. 

How do I track my order?

You are automatically selected to receive order notification emails when you create an account online.

Once your order has been despatched you can track your parcel by clicking on the following link and entering the Order Tracking Number shown on your email notification:
https://www.dhl.com/gb-en/home/tracking.html

Where is my delivery?

Go to My Account and check the Estimated Delivery Date advised against your order. Once your order has been despatched you can track your parcel by clicking on the following link and entering the Order Tracking Number shown on your email notification: 

https://www.dhl.com/gb-en/home/tracking.html

My delivery is incomplete or incorrect, what do I do? 

Any shortfalls or incorrect items need to be notified to us on the Live Chat service, please include your Order Reference and your Account Number.  

How long can I keep hold of my garment before I return it to Alexandra?

It’s easy to return an item to us. Unless faulty or incorrect, 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 reasonable condition. 
• Embroidered, bespoke or customised products cannot be returned  

How do I return items to you?

Visit our returns page for our returns address and advice on packing your parcel:
alexandra.co.uk/returns

What is your return address?

Alexandra Returns,
Unit E, Acton Close, Acton Road Industrial Estate, 
Long Eaton, Nottingham NG10 1FU.  

Visit our Returns page for advice on packing your parcel. 

How do I obtain a copy of a despatch note/returns note? 

Request your copy online quoting your Account Number and Order Reference, please contact us on the Live Chat service. 

I have received a faulty product or the product is not as described. What do I do?

Faulty or incorrect products can be returned to us free of charge. Please contact us on the Live Chat service to arrange for the goods to be collected. 

I have returned an item but have not received my credit. What should I do? 

Please allow up to 10 working days for a refund to be processed. For any queries, please contact us on the Live Chat service including your Order Reference and Account Number. 

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 refund the card that you used to make payment for your item, or if you have an Alexandra account we will credit the invoice. 

Do you cover the postage fee for returned items? 

If the returned items are faulty or incorrect 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. 

I don’t have the returns forms, what do I do? 

Contact our Customer service team on the Live Chat service, quoting your Account number and order reference, we’ll send you a copy of your returns form. 

How do I edit my account details? 

This can be done in the My account section online.

How can I ensure my password is secure?

When changing or creating a new password for your online account we always recommend that you consider the following:
• Try to use a combination of numbers, symbols and letters which include upper and lowercase
• Passwords should be a minimum of 6 characters long but try to make the password longer as this will help to ensure it is more secure
• Avoid using any personal names, dates, words or phrases that might be easy for people to guess
• Never use sequences or repeated characters such as “123456” or “abcdefg”.

I’ve forgotten my password? 

You can reset your password follow the link to the account page. 

I can’t find my account number? 

You can find your account number on any of the documentation received from us, alternatively use our Live Chat service. 

How do I update my marketing preferences? 

You can update marketing preferences on your My Account, once we have received the request it may take up to 48hrs to update. 

I would like to make an official complaint. How do I do it?

Your feedback is important to us, should you need to make a complaint this can be done by using our contact form or by post to our Head office marked for the attention of the Customer Support  Manager.  

Head office address: 

Alexandra - A Mi Hub Brand, Glentworth Court, Lime Kiln Close, Stoke Gifford, Bristol, BS34 8SR. 

We aim to provide responses within 3 working days. 

How do I give feedback on my positive experience? 

We are delighted to hear you had a positive experience, if you would like to leave your comments please follow the link to leave us a review.