I have tried to answer the most common questions below. If your question isn't here, just email email@example.com and I will aim to respond within 24 hours.
Each of my pieces is handcrafted to order and made specifically for you. Please allow 3-5 business days for your order to be made before shipment.
Please note that in some cases, delivery times can take longer than expected due to customs clearance in certain countries.
Do I have to pay Duties and Taxes? I ship worldwide, please be aware that international orders may be subject to customs or import duties once the order reaches its destination country. Sandralexandra does not cover the cost of import duties and taxes, so you will be responsible for these. As import duties and taxes vary from country to country, I recommend you contact your local customs office for more information.
Can my parcel be redirected? I am unable to redirect orders once they have been dispatched, so please supply an address where you will be available to sign and receive your order. If you wish to redirect your parcel, please contact the courier company with your order directly.
How can I track my order? Your tracking number will be emailed to you when your order is dispatched so that you can check on the status of your parcel.
If you have not received this email, please get in touch to request an update, giving your order number.
Please bear in mind that all deliveries need to be signed for, so you’ll need to make sure there will be someone at the delivery address. If you are not present when your parcel is delivered, the courier company will leave a calling card and you will be able to reschedule your delivery for a more convenient time.
US orders: When you chose USPS as your shipping option instead of Fedex or DHL, please note that you are choosing a local postal service with ongoing COVID-19 impacts and packages may require more time to be delivered due to limited transportation availability. Once an item is shipped, we are no longer responsible. We do not refund for packages lost in transit. We are unable to refund or replace stolen packages or any un-retrieved packages that have been confirmed as delivered.
What do I do if an item is missing or damaged? Thankfully, it's rare that a delivery is ever lost in transit. If you believe your package is lost, please email me right away at firstname.lastname@example.org and I will try my best to solve the issue. Once an item is shipped, we are no longer responsible. We do not refund for packages lost in transit. We are unable to refund or replace stolen packages or any un-retrieved packages that have been confirmed as delivered.
Due to the unique and often one-of-a-kind nature of the materials I use, all items are final sale. However, if there is a fault with your piece, please get in touch.
Faulty Items: I sincerely apologise if you have experienced any fault with your piece. Please get in touch before returning your item, so that I can advise you of next steps and timeframes for a refund or replacement item.
Conditions for return a faulty piece: Please ensure that your returns are sent back in the condition that you receive them in, with the original packaging.
sandralexandra is not liable for any lost items.
Products must be sent back within 14 days of receipt (UK and all International deliveries).
Shipping costs are not refunded.