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Should you wish to return/exchange an order you must notify us within 7 days of receiving the order either by email firstname.lastname@example.org or calling us 07515382693 quoting your name and order number. Clearly explain why you would like to return/exchange your item(s) and if an item is faulty, please provide us with full details and images where necessary.
Your item(s) should be returned with your original invoice/receipt within 14 days of receiving the order and ensure that the item is posted back in appropriate packaging to ensure the items do not get damaged in transit. We strongly advise that you use a signed for postal service/courier to return the item as we are unable to refund for any orders which get lost in the post and that you keep your proof of posting documents until we confirm that we have received the item. Returns outside these timeframes may be accepted at the discretion of Alexandros Kids and may only be offered as a credit voucher.
Once the item has been approved for return and received by us, we will exchange and/or refund the original payment debit/credit card for the sum paid minus postage costs.
All refunds and exchanges for goods purchased via our website or by telephone must ONLY be made by post/courier.
Please send all returns to:
WEBSITE ORDER RETURNS
23 Abbotts way
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and with their original tag and fabric bag as this is part of the product.
All clothing must be returned in a new, clean and unworn condition with the original garment tags still attached.
HAIR ACCESSORIES & HOSIERY
Due to hygiene reasons we are unable to offer a refund and/or exchange on ALL hair accessories, tights and socks.
Alexandroskids will not accept returns of non-faulty products that have been worn, used and/or garment tags removed without the receipt attached to it. In such cases, the customer will be informed and the item(s) will be returned to the customer.
All full priced products may be returned in new, unworn and unused condition with original garment tags still attached. If you have requested a refund, and it has been received and approved, we will credit the original payment card for the sum paid within 15 working days.
All unwanted goods purchased at sale/discounted items we are unable to offer a refund, however we are happy to exchange the item(s) for another sale/discounted item for the same purchase value or more provided they are in perfect condition and represented on the original receipt.
If you would like an exchange for a different size or an alternative item, once we have received the item(s) we will contact you to process the exchange.
Postage costs at the current rates will be charged for all exchanges returned to customer.
Shipping / Delivery
Most orders are dispatched within 24 hours during Mon-Fri - subject to payment and stock availability. Please allow 48 hours during weekends/holidays. If any products are out of stock, we will notify you as soon as possible by email and/or phone call.
Postage and packing charges are as follows:
UK – Standard (2-3 Days) Delivery in the UK is charged at £5.95 per order.
Europe - Delivery to Europe is charged at £10.95 per order.
International / Worldwide - Delivery to the rest of the world is charged at £16.95 per order
If your order is to be dispatched to a destination outside the European Union, you will be responsible for any customs or import duties levied once the package reaches your destination country. Alexandros kids will not be responsible for these charges.
We must be informed of parcels not arriving as soon as possible, for the UK it must be within 16 working days from the date of despatch. For international destinations we must be informed within 35 days. Failure to do this can affect our ability to trace the parcel and issue any refund due. Refunds or replacements will only be issued after 16 working days in the UK or 35 working days for international parcels, and only if the parcel is deemed lost in transit by the relevant delivery company.
Missing or Damaged Products
Every item sold through Alexandroskids.com is thoroughly checked for faults before it is sent to our customer, however, if the product is damaged or items are missing from your order on receipt, we must be informed as soon as possible.
We always strive to provide the best service, but sometimes we can make mistakes. Please feel free to contact us on email@example.com and inform us of any damaged, faulty or missing products from your order.