RETURNS AND EXCHANGES

We are happy to do our best to support you in the return and exchange procedures.
RETURN PROCEDURE
As a Customer you have the right to return the Model (s) from your Order, without any penalty and without obligation to specify a reason, by returning the Products you have received to Alexandra within fourteen (14) days from the date on which these models were delivered. You can return an Order in whole or in part, so we kindly ask you to follow the procedure below.
To obtain a valid and effective return, please follow the following conditions:
1. Keep the item purchased online and packaging in good condition Once you decide to return the item, it is not allowed to use it and you must take care of it while it remains in your possession. Items purchased online must be returned to us undamaged, unclean, unwashed, unaltered and unworn (except to try them on) and returned in the same state in which they were sold. Please note that, where possible, any labels or stickers must remain intact and the items must be returned in the original packaging.
2. Send us the order information
To exercise your rights to withdraw from the contract, you must send us the following information via:
Mail, at: alexandra@alexandraroma.it
By mail to our address: Alexandra, Via Flaminia Vecchia 655 / a, 00191 Rome
The information to be sent is:
Date of request
Your first and last name
Your email
Your phone
Address where the bags will be collected
City Postal Code
Nation
Reason for return

I hereby acknowledge that I cancel my contract of sale for the following products: you can check the following information in the e-mail you received when you placed the order.
Name (s) of the product
Order number
Order's date
Order date received
3. Return the products by courier
Make sure the bags are securely wrapped in a package. We will contact you to arrange a pick-up appointment via Alexandra's reliable delivery service. It is the user's responsibility to keep all return receipts, to ship by registered mail or by any other means necessary to obtain accurate proof of the date of dispatch.
4. Get your refund
Please note that we will refund you in 14 (fourteen) calendar days from the date we receive the returned products at the specified address. Any refunds made by us will be made through the payment method used when ordering; Furthermore, Alexandra reserves the right to withhold part of the price paid for amounts equal to any damage found on the products at the time of the return. You will be refunded the amount paid for the product, less the shipping costs. In other words, we will refund you the cost of the Products, excluding shipping costs. All returns are subject to Alexandra's verification that the returned Products are still in their original condition.
We will only accept returns or replacements or refund requests exclusively for Products purchased from the Alexandraroma.it website. Please note that incomplete, damaged, worn, dirty or altered items will not be accepted and therefore sent back. If you need support or more information about Alexandra's return policy, don't hesitate to contact us. Please note that all our emails and communications are conducted in English or Italian.

CHANGE
If you wish to change any product from the site, specify the new size or the new model you wish to receive Explain the reason for your exchange and follow the return procedure above. We will try to send the exchange items within 14 days of receiving the previously purchased item in our warehouse

DEFECTIVE PRODUCTS
If you are not satisfied with your purchases and believe that they may be defective, please get in touch with us. Please provide as much information as possible regarding the product and the order, possibly including one or more detailed images. If you return a defective Product, we will review the returned Product and notify you of the refund via email within a reasonable period of time. Usually we process the refund due within 30 (thirty) calendar days from the day we confirmed the right to a refund for the defective Product via e-mail. Products returned by you due to a defect will be refunded in full, including the refund of the original shipping costs for sending the item and the cost you incurred for returning the item.
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