Refund policy
Returns
Please complete a return request BEFORE sending your item back to us.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, the item must be:
- unwashed
- free of odour and stains
- your item must be unused and in the same condition that you received it.
- have original packaging.
- have original sale tag.
Exchanges
Please choose carefully. We do not offer a refund unless an item is damaged or faulty (see below). On approval we will issue a store credit with no expiry date or exchange for another product.
Damaged or Faulty items
We will replace items if they are damaged or faulty. If you wish to exchange for the same item, send us an email at sales@alexandersapparel.co.nz and send your item to: 300 Heretaunga Street West, Hastings, NZ 4122.
Sale items
Only regular priced items may be returned for exchange or refund. Sale items cannot be exchanged or refunded unless they are damaged or faulty or you have a prior arrangement.
Incorrect items sent
Should we send you the incorrect item or it is not as described please complete a return request explaining the reason it is incorrect. Upon receipt of the return request, we will send you a return courier ticket. Once the item is received back, we will send you the replacement item. No shipping will be charged.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If not already agreed with us prior, we will also notify you whether you will receive:
- Item exchange
- Store credit with no expiry date
- Refund (only applies for damaged or faulty items)
If we agree to a refund, a credit will automatically be applied to your credit card or original method of payment, usually on same day as refund approved. Note it may take up to 10 days for your refund to appear.
Please do not send your purchase back to the manufacturer.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@alexandersapparel.co.nz.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, an advice of the store credit balance will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, you should courier your product to: 300 Heretaunga Street West, Hastings, NZ 4122
You will be responsible for paying for your own shipping costs for returning your item unless it is damaged or faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.