Refund Policy
RETURNS - damaged or incorrect goods received
Your purchase will leave our hands in perfect condition and we expect that you will be very happy with your item once it arrives. In the event that there is a problem with your order, please contact us immediately and include your purchase invoice number and a detailed description of the issue. If your order arrives damaged, please email photos of the damage (including the packaging the item arrived in) within 30 days of your order being shipped.
If a return is deemed necessary we will provide you with a return address.
Our return policy lasts 30 days from the date of shipping – if there is any issue with your product you must contact us within 30 days of your order being shipped.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All custom orders are exempt from being returned and are non refundable. For non custom items, please refer to Order Cancellation information below.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed within 5 working days.
SHIPPING
You will be responsible for paying for your own shipping costs for returning your item.
Original order shipping costs are non-refundable.
ORDER CANCELLATION
Alexa Lane does not refund for 'change of mind' - in this instance, when the order has not been produced or sent, a store credit may be issued for the full amount (including shipping) paid by the customer. In any instance where a 'change of mind' refund is agreed to, a 20% restocking fee will apply.
