SHIPPING & RETURNS

We have tried to answer the most common questions below. If your question isn't here, just email sandra@sandralexandra.com and we will aim to respond within 24 hours.

 

SHIPPING

Each of our 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? Sandralexandra ltd. is a UK based company. We ship 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 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, we recommend you refer to your country's government website for more information.

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.

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. 

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 sandra@sandralexandra.com and we will try our 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. 

 

RETURNS

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: 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 refund or replacement item. 

Conditions for return: Products must be sent back within 5 days of receipt (UK and all International deliveries). Please ensure that your returns are sent back unworn, in the condition that you receive them in and with the original packaging. We will process your refund as soon as possible after receiving the returned faulty product from you and confirming the reported fault. Shipping costs are not refunded.

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. Sandralexandra is not liable for any lost items. Shipping costs are not refunded.