How can I return my order? >
Please see our returns policy.
How can I cancel my order? > Once an order has been submitted, send us an email through the contact us form or via email at [email protected] with your reference number if you need to do so to check if your order hasn't been shipped yet. In the event where you cannot reach us before it has been shipped, you will have the option of returning/exchanging your order. Visit our Return Policy for additional details.
What is your returns policy? > We guarantee to refund unworn or unwashed items when you return it in sellable condition, with the original packaging and the swing tag attached to it, within 28 days of purchase. Refunds will be credited to the original method of payment. In the interest of hygiene, earrings, and swimwear may not be refunded or exchanged at any time. The shipping cost of the return is not free of charge unless the item is faulty. Note that PayPal purchases are only refundable through PayPal. Please note we reserve the right to refuse a refund or send the product back to you should it not follow our returns policy.
How do I return an item bought in a department store? > Items purchased from other retailers, including department stores, should be returned to the store from which it was originally purchased and should be subject to the return policy of the originating retailer.
Can I return my item to a department store, when purchased on ALEXACHUNG online? > Items purchased on ALEXACHUNG.COM should be returned to ALEXACHUNG.COM only and is subject to our return policy.
How do I track my return? > If you decide to return your items using our selected shipping company, we will send you an email with the tracking code of your parcel. If you decide to use a different shipping courier or other postage method than the one provided by ALEXACHUNG, you will be responsible in case of loss or damage to the merchandise during transport in accordance with our returns instructions.
Where’s my refund? > If you made your purchase with a debit or credit card, you will see your refund within 7-10 business days from the processing date, however it could take up to 10 days for your refund to reach your banking institution. A Paypal refund should be reflected within 2-5 business days from the processing date.
Who can I speak to about a faulty item? > If the items you have received is faulty, please send an email to [email protected] with your order reference. We will process your request within 1-5 working days.
Why didn't I receive an email back from Customer Service? > Our Customer Service is experiencing a high volume of enquiries. Please allow us up to 5 working days to reply to your enquiry. You don't need to send more than one email, if we have too many messages it delays even more the time we answer all of them. Your message is important to us and we are answering all enquiries as quickly as we can. Customer service opening hours are from Monday to Friday 9am-5pm (GMT). We are closed during weekends and Bank Holidays.