Shipping & Returns
ORDERS
Standard orders are typically processed between 1-2 business days and shipped using the method of your choice. We pack orders from Mondays to Thursdays. Please note that we do not ship out orders on national holidays. Sometimes processing may take longer, however, depending on our ability to meet the prevailing order volume. We do our very best to keep up with our stock, but due to demand, some items may be purchased on backorder and may be delayed. In the event of shipping delays for any reason we will inform you via e-mail as soon as possible.
UK orders:
We use Royal Mail 48hrs and Next Day delivery as our standard delivery in the UK. For same day delivery / collection options please get in touch.
International Orders:
We currently offer different courier options at check out for international orders (DHL, Fedex, Royal Mail International, USPS and more).
Do I have to pay Duties and Taxes? Sandralexandra ltd. is a UK based company shipping worldwide.
Please be aware that international orders may be subject to customs or import duties once the order reaches its destination country. Duties and taxes are not included in the total at check out. Our prices are not inclusive of any taxation or customs charges you may be liable for on your packages entry into your country.
Sandralexandra ltd. is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the purchaser. Please check with your local customs office about rules and regulations that may apply to you. A helpful link to calculate how much you will be charged for customs depending on your country is dutycalculator.com. Please note, however, even with these shipping methods, transit times may vary due to customs delays. If you’re having trouble with your order, please don’t hesitate to contact us.
Can my parcel be redirected? We are 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.
Please ensure your delivery address is correct. We are not responsible for items not received due to an incorrect or an incomplete shipping address. Items marked undeliverable due to an incorrect shipping address will be reissued if and when they are received back and will incur a re-shipping fee.
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.
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 us right away at info@sandralexandra.com and we will try our best to solve the issue.
EXCHANGES & RETURNS
We encourage our customers to shop consciously, returns are cause of over 15 million tonnes of carbon emission annually, hence why we don't offer free returns.
Since we are a small company, customers cover the responsibility and shipping costs for returns.
Conditions for exchange/return: Products must be sent back within 7 days of receipt for UK orders and 14 days of receipt for all International orders. Please ensure that your returns are sent back unworn, in the condition that you receive them in and with the original packaging.
We cannot accept returns on earrings, according to best practice hygiene standards, nor do we accept returns of any made-to-order or bespoke orders.
Please email our Clients Team prior to returning your goods on info@sandralexandra.com . Any goods received without previous notification will not be eligible for a refund. Please note only damaged goods on arrival are eligible for a refund. Our standard returns form can be found here. Please include this form to ensure we can efficiently process your return. We aim to process returns within 3 working days of receipt.
Once your return has been received and processed by us we will refund your order. You will receive an email notification with your refund.
Shipping costs are non-refundable. Return handling and return shipping costs are the responsibility of the customer.
Archive Sale products: Samples, archived stock and one-off pieces. No returns or exchanges are accepted.
Lost returns: Should the customer′s chosen courier fail to deliver or lose their return parcel, it is the customer′s responsibility to claim compensation from their chosen Courier directly. Please note that if the investigation concludes that the package was delivered, unfortunately there is nothing further we can do. You are welcome to raise your own dispute with the courier company at any time. Shipping costs are not refunded.
Faulty Items: We sincerely apologise if you have experienced any fault with your piece. Please get in touch before returning your item, so that we can advise you of next steps and timeframes for a replacement item.