Returns & Refunds
At Alexandra Vintage, we endeavour to do our best in making your shopping experience an enjoyable stress-free one. We are always only honest with you about the sizing and quality of the product, listing clearly its exact size (in inch measurements) whether it’s marked; stained or ripped (which is a possibility due to the age of some of the clothes) and at all times, we will be here to answer any queries regarding any of our products.
FREE UK Returns Policy
There might be an item that perhaps doesn’t look right or doesn’t fit snug (which would be a shame!) but have no fear…!
We offer a FREE UK Returns policy on the ‘Alexandra’s Wardrobe’ range (only):
- Returns are FREE within the UK! We will accept the return of any product from the ‘Alexandra’s Wardrobe’ range for refund, including ‘Alexandra Vintage Bridal’ (specific products apply only – see below), within 7 days of purchase excluding: hosiery, accessories; beauty compacts, hair clips, hats, jewellery and any sale or promotional product.
- You must notify us of your refund intentions within 24 hrs of receiving the product/s. Notifications past this point may not be considered. Email orders@alexandravintage.com.
- You must post the product/s back within 7 days of receiving the product/s. If the product/s arrives with a postmark past the 7 days, you may not be refunded.
- In the package of your original order you will find a silver pre-paid and pre-addressed Royal Mail Special Delivery envelope This policy is applicable to Alexandra Vintage Bridal including wedding dresses and their matching accessories only. Returns for individual accessories, shoes and jewellery are not accepted. for returning your product/s. Use this to post back your product/s. Wherever possible, please use the original Alexandra Vintage packaging to return your product/s if not damaged.
- In the package of your original order you will find a feedback card – please ensure you fill this in and send it back to us with your return – help us to help you!
- In all cases, product/s must not have been worn, tampered with or have any odours. The product/s must be in its original condition and will be inspected closely upon their return. If the product/s is not in its original condition, you will not be refunded.
- Physical refund transactions will not be processed until the product/s is returned safely to Alexandra Vintage HQ and in its original condition.
- Upon receipt of return, we will refund the full amount of the product/s if the timescales & condition terms are met, as outlined above. The original postage paid for your purchased product/s will not be refunded.
- Alexandra Vintage will refund your order (minus original postage) within 10 days of receiving the returned product/s, at the price you paid for it.
- You will receive a refund confirmation email with a loyalty code attached. This loyalty code will guarantee you FREE 1st class Standard UK shipping on your next order.* The loyalty code is valid for 1 month from the date of release and can only be used once.
- This policy is applicable to the ‘Alexandra’s Wardrobe’ range (exclusions applicable, as listed above) and is not valid for Alexandra’s Washroom range or Vintage Gift Subscription service.
- This policy is applicable to ‘Alexandra Vintage Bridal’ – wedding dresses, their matching accessories and shoes only. Returns for individual accessories including; gloves, hair clips and handbags, jewellery, hosiery, hats and any sale or promotional product will not be accepted.
The goods are your responsibility until they reach us. Please ensure you package your return to prevent any damage to the product/s. We are not responsible for any items that are returned to us in error.
Alexandra Vintage Ltd reserves the right to refuse refunds on any items they believe to have obviously been worn or damaged since dispatch, or items which are posted to us outside of the 7 day return period. Items must be posted back to Alexandra Vintage within 7 days of purchase using silver pre-paid and pre-addressed Royal Mail Special Delivery envelope enclosed in your original order. If not, your return will not be processed.
Please send your returned product/s to:
Alexandra Vintage Ltd
42 Market Place
Reading
RG1 2DE
*The loyalty code entitles you to 1st class Standard UK shipping only. Other postage methods will not be valid and therefore will not be recognized as complimentary. The Alexandra Vintage Returns Policy is subject to change.
International Returns Policy
We are unable, at this time, to offer a free international returns policy, however, we are working on getting this launched as soon as possible. For the time being, see below returns policy for the ‘Alexandra’s Wardrobe’ range (only) on all international orders:
You have 7 working days (from the day after you receive your product/s) to cancel the contract for your order with us. In this case we will issue you with a full refund, however you will need to return the entire order at your own cost:
- We will accept the return of any product from the ‘Alexandra’s Wardrobe’ range, including ‘Alexandra Vintage Bridal’ (specific products apply only – see above) for refund within 7 days of purchase excluding: hosiery, accessories; beauty compacts, hair clips and hats, pierced jewellery and any sale or promotional product.
- You must notify us of your refund intentions within 24 hrs of receiving the product/s. Notifications past this point may not be considered. Email orders@alexandravintage.com.
- You must post the product/s back within 7 days of receiving the product/s. If the product/s arrives with a postmark past the 7 days, you may not be refunded. Wherever possible, please use the original Alexandra Vintage packaging to return your product/s if not damaged.
- In all cases, product/s must not have been worn, tampered with or have any odours. The product/s must be in its original condition and will be inspected closely upon their return. If the product/s is not in its original condition, you will not be refunded.
- You are responsible for the goods until they reach us. We recommend you use a postal service that insures you for the value of the goods you are returning, and for your own protection you should obtain proof of postage. Please ensure you package your return to prevent any damage to the product/s. We are not responsible for any items that are returned to us in error.
- Alexandra Vintage does not refund postage costs for returned product/s
- Physical refund transactions will not be processed until the product/s is returned safely to Alexandra Vintage HQ and in its original condition.
- Upon receipt of return, we will refund the full amount of the product/s if the timescales & condition terms are met, as outlined above. The original postage paid for your purchased product/s will not be refunded.
- Alexandra Vintage will refund your order (minus original postage) within 10 days of receiving the returned product/s, at the price you paid for it.
- This policy is only applicable to the ’Alexandra’s Wardrobe’ range (exclusions applicable, as listed above) and is not valid for Alexandra’s Washroom range or Vintage Gift Subscription service.
Please send your returned product/s to:
Alexandra Vintage Ltd
42 Market Place
Reading
RG1 2DE
United Kingdom
Alexandra Vintage Ltd reserves the right to refuse refunds on any items they believe to have obviously been worn or damaged since dispatch, or items which are returned to us outside of the 7 day return period. Items must be posted back to Alexandra Vintage within 7 days of purchase. If not, your return will not be processed.
REFUNDS
- Physical refund transactions will not be processed until the product/s is returned safely to Alexandra Vintage HQ and in its original condition.
- Upon receipt of return, we will refund the full amount of the product/s if the timescales & condition terms are met, as outlined above. The original postage paid for your purchased product/s will not be refunded.
- Alexandra Vintage will refund your order (minus original postage) within 10 days of receiving the returned product/s, at the price you paid for it.
PAYMENTS
To pay with your Credit/Debit card through our secure PayPal payment system please click the “Checkout” button on the product page you have chosen to purchase or “View My Bag” to see a review of what you have ordered before committing financially to anything. With both these routes, you are able to pay securely with a Debit/Credit card. At no point do we ever have access to your card details – Paypal simply send us your payment and delivery instructions.
CONCERNS
We hope that your shopping experience with Alexandra Vintage is a stress-free and happy one. In the event of you not being happy with your order, Alexandra Vintage encourages you to voice your opinion using our confidential “Your Opinion” contact form to submit fair, honest feedback. It’s key that we hear from you, our customers, to enable us to grow. Help Alexandra Vintage to help you!
Non-payment
If an item has not been paid for, the supplier (including Alexandra Vintage HQ) is under no obligation to ship the item and Alexandra Vintage does not encourage them to do so.
Non-delivery
Non-delivery occurs when a seller does not or cannot ship an item after a transaction has been created and the buyer has sent payment to Alexandra Vintage. In the event of this happening, the buyer can get in touch with Alexandra Vintage by emailing orders@alexandravintage.com. Alexandra Vintage relies on you to submit fair, honest feedback for sellers in non-delivery circumstances.
Please note: Alexandra Vintage facilitates a database of supplier sales. There are guidelines for sellers to follow to ensure you, our customers, get the very best from Alexandra Vintage Ltd.
- The seller must ship product/s within a reasonable amount of time, according to transaction agreement.
- The seller must respond to a non-delivery query by contacting Alexandra Vintage. A non-delivery case cannot be closed until the seller contacts Alexandra Vintage.
- The seller may be asked to provide Alexandra Vintage with proof of shipping in the event of non-delivery.
- A seller who fails to ship an product/s or respond to a non-delivery query in a reasonable manner may be suspended from selling on Alexandra Vintage.
Dissatisfaction with item or service
You may not be completely satisfied with a purchase or transaction experience. Alexandra Vintage offers a confidential “Your Opinion” contact form facility to encourage feedback wherever possible.
In the event that you receive a product/s that is significantly different from the original listing, the buyer should first contact Alexandra Vintage to try to explain the problem. From there, Alexandra Vintage is responsible for escalating this to the relevant supplier at which point communication is handed over.
Final word from us…
Your cooperation means everything to us. Without it, we can’t continue to put you, our customers, first. We appreciate you to appreciate us.
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