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FREE WORLDWIDE SHIPPING on orders over £150 and FREE RETURNS

FAQs

FAQs

How can I return my order? >

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).

Return shipping costs are free of charge using the return label provided by us in your parcel. You may use another courier, but you will be responsible for the shipping cost and loss or damage to the merchandise during transport.

All goods must be returned in their original unworn condition with all packaging and tags intact. 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 4 steps to return your goods:

1. Fill the Returns Form enclosed inside your parcel.

2. For returns from outside the UK, fill the Customs Declaration. This CANNOT be hand-written. It must be printed and handed to DHL outside your parcel. Download the form here.

3. Pack the products to return. Stick on your parcel the return label provided in your original parcel.

4. Book a DHL collection or drop off the parcel at a DHL service point.

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


    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 14 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.

    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 5-10 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.

    Also we are closed 25th & 26th December and 1st January.