Delivery and returns

DELIVERY INFORMATION

We offer free delivery on all UK orders however, the cost of any returns must be met by the customer. We do not offer free returns, like some of our competitors do, as the cost would have to be absorbed in other areas – for example pushing up the price of our products. We do not want to do that and wanted to keep things as transparent as possible by letting you know from the outset that it is our policy to charge for some deliveries and returns.

ORDER CONFIRMATION

On receipt of your order we will send you a confirmation e-mail with your order number.
Once payment is received your order will be dispatched. Orders received before 13:00 we aim to dispatch the same day. If your order is received after 13:00 it will be dispatched the next working day. Saturdays/Sundays and bank holidays are not working days. Please note that on rare occassions an order can take up to 24 hours to be dispatched.

If for any reason we are not able to supply a particular product or there is a delay, we will notify you immediately and then reimburse your credit card/PayPal account or suggest a suitable replacement if required.

DELIVERY CHARGES

UNITED KINGDOM

Free Shipping – Royal Mail 24
All orders will be sent free of charge via Royal Mail 24.
Please allow up to 3 working days.

EUROPE

We ship to all EU and other European countries at a cost of £15 per order.

AUSTRALIA AND NEW ZEALAND

We ship to Australia and New Zealand at a cost of £19.50 per order.

MULTI ITEM ORDERS

If your order is delivered in more than one package you will only pay one delivery charge. Postage is per order regardless of how many packages we send out to you. Royal Mail 24 deliveries take 1-3 working days on average to arrive to a UK address. Please note Royal Mail state that this delivery service can in rare instances take up to and including 15 working days to arrive and it is not before that date that we can deem the item/s lost in the post.

We do all we can to get our items dispatched as soon as physically possible after purchase and ask you to consider that once we release the item/s into the hands of the delivery services we cannot control or influence in any way the speed of the delivery.
We appreciate your patience and ask you to understand that the performance of Royal Mail or any independent postal company is sadly not within our control.

UK EXCEPTION POST CODES

Please note some more remote areas within the UK may not be eligible for our standard Royal Mail service and therefore we will contact you to offer other postage options, sadly some of these options may require an upgrade in service and extra funds from you as the customer, you can of course cancel your purchase if this does not suit you. We apologise in advance for this and hope you understand that we try to provide the best possible value and fastest service available from our couriers.

FREE CLICK-TO-COLLECT

Love shopping online but hate missing the delivery? Doddle is the solution for collecting and returning your online purchases.  With a network of stores near train stations, Doddle is open early until late, seven days a week, so you can click and collect your parcels at a time that suits you, whether it’s on the way home from work, on your break or after the gym. Quit queuing and never miss a parcel again! To find out more, visit the Doddle website. www.doddle.it.

Simply select the closest Doddle store to you when you go to the checkout – its as simple as that, in fact it’s a doddle!

CANCELLATIONS

Alexandrakay offer a cancellation policy whereby you have up to 7 days to cancel your order from the date of purchase. To cancel your order, please contact us as soon as possible at hello@Alexandrakay.com stating your order reference along with your instruction. If, however, we have dispatched your item then you must return your package unopened as soon as possible. We will not contribute to any postage but recommend proof of postage to ensure the goods reach us.
Once we have received the goods and your notification to cancel, any sum debited from your credit or debit card will be re-credited to your account. If the cancelled items are not returned to us then we reserve the right to deduct the total amount due to us from the credit or debit card or PayPal account details supplied.

RETURNS AND REFUNDS

If for any reason you are not completely satisfied with your purchase from us we will offer a full refund or exchange, providing the goods are returned, unmarked within 14 days of receipt and are still in the original packing.
Please fill out our returns form and send the item to:

Please note: Free items delivered as a result of items purchased via a promotion must also be returned with your unwanted products

AlexandraKay
C/O Gene Commerce
First Floor
39 – 42 East Street
Brighton
BN1 1HL

As the customer you are responsible for the cost of returning items and request that you always obtain a proof of postage when returning any items to us.
We will refund returned items as soon as we receive them at AlexandraKay

Download and Print the Returns form here

FREE RETURNS VIA DODDLE

Love shopping online but hate missing the delivery? Doddle is the solution for collecting and returning your online purchases.  With a network of stores near train stations, Doddle is open early until late, seven days a week, so you can click and collect your parcels at a time that suits you, whether it’s on the way home from work, on your break or after the gym. Quit queuing and never miss a parcel again! To find out more, visit the Doddle website. www.doddle.it.

SImply take your unwanted item back to your local Doddle store and they will return it to us, no more queuing at the Post Office – its that simple, in fact it’s a doddle!

RETURN EXCLUSIONS

There are certain items which are non-returnable, for exchange or refund.
Packs of socks that have been split
Packs of gloves that have been split
Any socks or base layers that have been worn and are not in the original packaging
All underwear is non-returnable due to our health and hygiene policy. Please make sure you purchase the correct size.
Any device where the warranty has been registered or additional softwear has been downloaded
Blister packs that have been opened