REFUND POLICY
At Alexandra & Co, we strive to ensure that every customer is satisfied with their purchase. However, due to the nature of our products, certain items are subject to specific refund and return policies.
1. Non-Refundable Items (Personalized Items)
All personalized items, including but not limited to custom engraved products, embroidered items, and anything with personal names, messages, or customizations, are non-refundable. Please ensure all personalization details are accurate before finalizing your order. If you are unsure about the details, feel free to contact us for assistance prior to making your purchase.
2. Non-Personalized Items
For non-personalized items, we offer a refund or exchange within 30 days of receiving your order, provided the items are unused, in their original packaging, and in resalable condition.
3. Return Process
To initiate a return for non-personalized items, please follow these steps:
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Provide your order number and details of the item(s) you wish to return.
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Our customer service team will provide instructions on how to return the product.
4. Refunds for Non-Personalized Items
Once we receive the returned item(s) and verify their condition, we will process your refund to the original method of payment. Refunds will be issued within 7-10 business days after we have received the returned product. Please note that original shipping charges are non-refundable.
5. Damaged or Defective Items
If you receive a damaged or defective item (whether personalized or non-personalized), please contact us within 2 days of receiving your order. We will work with you to resolve the issue, which may include sending a replacement or offering a store credit. If you received the wrong item, we will arrange for a free return and send the correct item.
6. Shipping Costs for Returns
For non-personalized item returns, the cost of return shipping is the responsibility of the customer, unless the item was damaged, defective, or incorrect. In the case of damaged or defective items, we will cover return shipping costs.
7. Custom Order Changes
Once a personalized item is in production, changes or cancellations cannot be made. Please double-check all customization details before completing your order to ensure accuracy.
8. Exceptions
Due to hygiene, safety, or other legal reasons, certain items may be ineligible for return or refund, even if they are non-personalized. These items will be clearly marked on our website, and we encourage you to review product descriptions carefully before making a purchase.