Shipping & Returns
Any further questions email info@sandralexandra.com and we will aim to respond within 24 hours.
ORDERS
Standard orders are typically processed between 1-2 business days. We pack orders from Mondays to Thursdays and they are shipped out using your selected method. There are instances when processing may take longer, due to demand, therefore some items may be purchased on backorder and may be delayed. In the event of order and shipping delays we will inform you via e-mail as soon as we can.
Please note that we do not ship out orders on national holidays.
UK orders: We use Royal Mail 48hrs and Next Day delivery as our standard delivery in the UK. For same day delivery or / collection options please get in touch directly with our customer service team.
International Orders: We offer a variety of courier options at check-out for international orders (DHL, Fedex, Royal Mail International, USPS and more).
Do I have to pay Duties and Taxes? Please be aware that international orders may be subject to customs or import duties once the order reaches its destination country. Our prices at checkout are not inclusive of any taxation or customs charges you may be liable for on your package's entry into your country. These fees 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.
Finally, please note, transit times can vary due to customs delays
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 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.
Attempted deliveries: Customers bear the responsibility of collecting their parcels from the designated post office should delivery attempts by the couriers prove unsuccessful. In the event that a parcel is returned to the seller due to non-collection, customers are responsible for the reshipping costs.
How can I track my order? Your tracking number will be automatically emailed to you once your order is dispatched.If you have not received this email, please get in touch with 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 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 the cause of over 15 million tonnes of carbon emission annually, hence why we don't offer free returns.
Conditions for exchange/return: Please email info@sandralexandra.com prior to returning your goods. Any goods received without previous notification will not be eligible for an exchange or refund. For example: only damaged goods on arrival are eligible for a refund.
Please note:
We cannot accept returns on earrings, according to best practice hygiene standards, nor do we accept returns of any Archive Sale Products, made-to-order or bespoke orders.
All handling and return shipping costs are the responsibility of the customer.
Any goods received without previous notification will not be eligible for an exchange or refund.
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.
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.
If your order is eligible for an exchange/return, see the steps to follow below:
1. Please fill in our returns form which can be found here. Please include this form to ensure we can accurately process your return.
2. Products must be sent back within 7 days of receipt for UK orders and 14 days of receipt for all International orders.
3. Please ensure that your returns are sent back unworn, in the condition that you receive them in and with the original packaging.
4. Please ensure you select a tracked service as our company is not responsible for parcels lost in transit.
5. We aim to process returns within 3 working days of receipt. Once your return has been received and processed, we will exchange or refund your order as agreed in prior email communication.