FAQs


Shipping:

 

Anna Alexandra ships to most international countries. Shipping areas and costs will be indicated prior to confirming your order depending on your country of origin. 

Shipping rates are fixed per item per region no matter how many items you purchase and will be detailed to you at the checkout.

Free standard shipping is offered to Hong Kong customers.

All our orders are carefully packaged within our beautifully branded boxes, surrounded by foam and sent via post from Hong Kong.
Orders will be shipped within 3-5 days of receiving order, however we endeavour to ship same day. Your parcel should take around 7-14 business days to reach you.

Please note international orders may attract customs duties and taxes. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. If you are unsure whether this will affect you, please check with your local customs authority prior to placing an order.

Please double check your shipping address, or contact us ASAP before the item has been shipped if you would like to amend the shipping details, as you will charged for re-shipping if the address is incorrect.

Return Policy:

 

For Anna Alexandra online purchases only: Anna Alexandra will accept full-priced, unused merchandise returned within 10 days of receipt for a full refund. We do not exchange. 

Anna Alexandra guarantees a 3 month warranty on pieces that are not customer damaged items and not simple wear and tear. (Please read the website Warranty section, or your Warranty card packaged with your product).
Sale items can be returned for a full refund if faulty, but not for ‘change of mind’.

All our boxes are 100% handmade. While every care is taken to turn out a great product, small inconsistencies, variations or imperfections are a normal occurrence and therefore not grounds for any discount or refund.

You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. You will receive an email confirming the return has been accepted. We'll also notify you via email of your refund once we've received and processed the returned item.

Please package and return your items to:

18C, The Pavilion, Block One, Chianti, Discovery Bay, Lantau, Hong Kong SAR

Ensure that your details and Order Number is clearly marked on the returned package.
Return shipping costs are considered the responsibility of the customer.

Privacy and Security:

 

At Anna Alexandra, we take your online security very seriously, and we’re committed to protecting your privacy and personal information.

EMAIL & OTHER COMMUNICATIONS
We may contact you via email to send you necessary order-related messages, such as order confirmation and shipment confirmation notices.

We may also send you newsletters and additional email messages about our products, services, contests, and promotions that we feel may be of interest to you. If you no longer wish to receive these and other promotional communications from us, you may select the unsubscribe link which is present in each email. You may also customize your communication preferences by accessing the email preference centre in your ‘My Account’ information section of the Anna Alexandra website and adjusting your settings accordingly.

HOW WE USE YOUR INFORMATION
All of the personal information we collect from our customers is for the purpose of the reasoning described above, as well as:

- processing, verifying, validating, and completing your transaction
- creating, managing, and maintaining your account membership to this Site
- record keeping of your purchase history
- enabling communication via our Site, blog, and social networks
- managing your participation in contests and promotions
- sending email as appropriate (described above)

INFORMATION SHARING
Anna Alexandra does not share, sell, rent or lease the personal information of its users with any unaffiliated third parties for their promotional purposes.

Anna Alexandra may share data with trusted partners to help us perform statistical analysis, send you email, provide customer support, or arrange for postage deliveries.

ACCESSING YOUR PERSONAL PREFERENCES & INFORMATION
You can access, update, or change your personal information and communication preferences by signing into your ‘My Account’ page and modifying your preferences at your discretion.

You can choose not to provide us with any or all of the information we specify or request, but then you may not be able to create an Account with us or to take advantage of some or all of our features.

 

 

Warranty:

 

Every piece purchased from Anna Alexandra is guaranteed for manufacturers faults for 3 months from the date of purchase and in its original purchased form with no external adjustments. It will be will at our discretion replace or repair your damaged product. Colour varies between what is displayed on your screen and what you receive. That is normal and is due to small variations during the productions process, photography and display technology.

This warranty only covers manufacturer’s faults (not wear and tear). 

Please email info@anna-alexandra.com for any warranty enquiries.