RETURN & EXCHANGES

All sales are non-refundable and non-exchangeable.

All accessories including earrings, bracelets, hair clips are non-refundable / exchangeable due to hygiene reasons.

Please make sure you comply with our returns policy (see below) before sending the item back. The value of the online credit will reflect the price of the returned item only and will not include the shipping fee in your initial order. 

In some cases, ONLINE CREDIT can be offered.

We reserve the right to refuse a return should we deem the item not compilable with our returns policy. This decision is final.

 

RETURNS POLICY

  1. We DO NOT offer returns or exchanges for “change of mind”.
  2. All returns must include a proof of purchase.
  3. For hygiene, health and safety reasons, ​we DO NOT accept returns or exchanges for all fashion accessories (ie. earrings, bracelets, hair clips, etc). 
  4. Goods must be unused, in its original packaging, unscented and unstained. 
  5. Items purchased on special are deemed final, strictly no returns or exchanges, unless faulty. 
  6. All items, including pouches and packaging in the original purchase must be returned.
  7. We do not offer returns / refunds if the package has been returned to us due to the non-payment of customs taxes, duties and charges. Please refer to our Order & Shipping page for more information. 
  8. We do not put items on hold until your return arrives for exchange. 
  9.  Email customer care at customercare@alexaandkara.com within 7 days of receiving your order prior to shipping your return. Your return will be refused if there was no prior communication.
  10. We reserve the right to refuse a return should we deem the item not compilable with our returns policy. This decision is final. Should this happen, you will be notified via email from customer care and the item will be shipped back at your own cost or disposed pending your decision. It will be disposed of if we do not hear from you in 30 days. 

 

SHIPPING YOUR RETURN

For a smooth return shipping process, please follow these steps:

  1. Make sure you COMPLY with all clauses in the RETURNS POLICY above.
  2. Proof of purchase must be presented in the parcel.
  3. All items, including pouches and packaging in the original purchase must be returned.
  4. Returns must have appropriate wrapping or packaging to protect the item.
  5. We recommend using tracked delivery service for your returns and do not guarantee receipt of items as it is out of our control.
  6. Email customercare@alexaandkara.com to notify us of the incoming return.

We are not liable for the loss of items during transit. Returns are at the customers expense and responsibility until it reaches us, this includes the cost of return shipping and insurance.

 

FAULTY

We pride ourselves in providing the best protective packaging for our items. We also check every item diligently prior to shipping. In the unlikely event that your item is faulty or damaged during transit, we would gladly repair or exchange it for the same item. Should the item sell out, you will be offered an ONLINE CREDIT as an alternative. 

Please email our customer care team immediately at customercare@alexaandkara.com, state the issue, include a proof of purchase, include photographs and we’ll get back to you as soon as possible with further instructions.

Damages due to wear and tear or mis-use will not be considered as faulty. Please refer to our product care page for instructions pertaining to use and care. Goods must be unused, in its original packaging, unscented and unstained. We reserve the right to refuse a return should we deem the item as not faulty. This decision is final. 

 

RECEIVING YOUR ONLINE CREDIT

  1. You must have an account with us for us to give you an online credit. Please sign up here if you did not sign up at the time of the original purchase. 
  2. Your online credit will show up in your account within 10 working days from the receipt of your return parcel.
  3. You will be notified via email and will be able to see the online credit balance in your account.

For further enquiries, please email us at customercare@alexaandkara.com 

 

ALEXA & KARA