Login

Please enter your email below and we will send you a new password.

Sign in with

FREE WORLDWIDE SHIPPING over €250 | DELIVERY & RETURN

Stay Up to Date

Delivery & Return

DELIVERY


This page provides you with information about ALEXACHUNG & the impact of the global Covid-19 situation on our operations.

1.  YOU ORDER & SHIPPING TIMES

We are still fulfilling orders & will get these to you as quickly as possible. Your order will be dispatched from the warehouse in 3-5 working days + 2 working days shipment with DHL. This means that you will receive your parcel within 5-7 working days from placing your order.

2. OUR WAREHOUSE PARTNER

Our warehouse partner is maintaining usual business operations with minimal level of staffing. They are doing their upmost to guarantee the health & safety of staff. The measures implemented at the warehouse include amongst others:

  • Increased on site cleansing & additional hand sanitizer stations.
  • Social distancing - 2m Government rule has been implemented in all areas of the operation, including packing stations.
  • 3. OUR DELIVERY SERVICE

    Your order will be delivered by DHL. DHL is still fully operational. However, there are some regions where DHL has suspended operations & we are no longer shipping to. Please refer to DHL live update link here. To see the list of countries we deliver to and the terms of DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid), please refer to this page here.

    4. CONTACT US

    [email protected]. We are always happy to help.


    RETURN


    If you are not 100% satisfied with the items that you receive from us, you have the right to decide that you do not want to keep the goods within 14 days of them being delivered to you unless otherwise stated on the website (e.g. extended return period during Christmas).

    For UK orders, return shipping costs are free of charge (including end of season sale, except archive sale) using the return label provided by us in your parcel. For international orders, customers are responsible for the return shipping costs and should arrange a tracked courier service except when the products are faulty.

    For archive sale, customers need to pay for return shipping cost and retain the proof of posting in order to make a claim to courier company in case of missing return parcel.

    All goods must be returned in their original unworn condition with all packaging and tags intact. Please do not stick shipping label to shoe boxes which need to be intact, otherwise a deduction will be made in the refund to cover the cost. Please use our original packaging box or smaller packaging as shipping cost is volumetric. You will be liable for the surcharge of outsized packaging.

    For hygiene reasons we cannot accept returned earrings and underwear/swimwear, unless they are faulty.

    We do not offer exchanges. Please return the goods and place a new order.

    Please follow the 3 steps to return your goods:

    UK RETURN

    1. Fill the Returns Form enclosed inside your parcel.

    2. Pack the products to return. Stick on your parcel the return label provided in your original parcel. If you don't have a return label in your parcel, please contact customer service to obtain one. Failing to do so will result in you being responsible for the shipping cost and loss or damage to the merchandise during transport.

    3. Book a DHL collection or drop off the parcel at a DHL service point. Please obtain a receipt from DHL in case of the parcel being lost in transit for a claim. Please retain the tracking number to check that the parcel has been signed at our warehouse before contacting us.

  • To book a DHL collection, please visit https://returns.dhl.co.uk/ereturns/. Alternatively, please call DHL Express UK customer service phone number 0844 248 0844.
  • To drop off at a DHL service point near you, please visit https://locator.dhl.com/ServicePointLocator/index.jsp
  • INTERNATIONAL RETURN

    1. Fill the Returns Form enclosed inside your parcel.

    2. Fill the Customs Declaration. This CANNOT be hand-written. It must be printed and handed to the courier service outside your parcel. Download the form here.

    3. Pack the products to return and find a suitable tracked courier service to ship the parcel back to the following address: ALEXACHUNG c/o Bleckmann Logistics, Unit 11D Broadmoor Road, South Marston Park, South Marston, Swindon, SN3 4WB, United Kingdom. Please retain the tracking number to check that the parcel has been signed at our warehouse before contacting us.

    Once our warehouse receives the returned products and we have checked that the returned products have not been damaged or otherwise diminished, you will receive an e-mail that the returned products have been accepted with a credit note. You will then be refunded with the payment method of your original order within 14 days. We will refund your payment of the purchase price, less any cost of expedited shipping if it occurs.

    We reserve the right to send the goods back to you or do not issue a refund if the return does not fulfil our return policy.

    Please note that you have rights to return goods which are faulty or which are not as described on our website. These apply whether you are a customer located in the UK, EU, or elsewhere. These terms are described in detail in our Terms and Conditions of Sale.

    If you have any questions, please email us at [email protected].