1. Orders
2. Deliveries
3. Returns
4. Customer Service
5. Gift Cards
6. Payments
7. Additional queries

 

1. ORDERS:

I can't find my preferred language or currency.

The website is available in 5 languages. You can make your selection by clicking at the top right of the screen.

All prices are in US dollars. However, it is possible that the website will automatically detect the buyer’s country and display the local currency. If no change is made, payments will be made in US dollars.

Are the colors of the products that appear on the website accurate?

The colors of the products that appear on the website are as true to life as possible, as each product is photographed in a unique way. However, variations may occur due to the color reproduction capabilities of the device used to view the products.

If you wish to make a purchase and visualize the exact color of the product, please contact us to receive visual material for your evaluation.

Our photographs are very accurate in terms of having managed to capture the color, however on your screen you will be able to see some variation, either more or less saturated.

What is the availability of the items published on the website?

While most of the items for sale at the Alexandradev.com online store are available, others must be pre-ordered due to their exclusivity and longer manufacturing time as they usually include manual production processes. If you wish to order a large quantity of a certain item, please contact our Customer Service by phone or by email.

What should I do if I need help placing my order?

Contact our Customer Service by phone or by email, both of which can be found in the "How to contact us" section.

Is it possible to modify the order I just placed?

We always strive to offer the best shopping experience. If you encounter any difficulties, please contact our Customer Service team by phone or email within 12 hours of your purchase. Please see the "How to contact us" section.

 

I just finished placing my order but have not yet received the summary of my purchase.

It may take a few minutes for your order summary to be sent after the order is finalized. We recommend you check the "Spam" folder in your email account. Depending on the parameters of your message, it may have been sent there.

If you do not receive an email, please contact our Customer Service team so an immediate solution can be found for the problem.

Will my order arrive in a gift package?

All orders are delivered in a box with the brand's characteristic green color and wrapped with a ribbon stamped with the Alexandra de V logo. If you wish a blank card or note to accompany your gift, please contact out Customer Service team and we will be pleased to help you (see the “How to contact us” section).

What are the delivery times?

Delivery times depend on the country to which orders are shipped. As a general rule, the delivery period starts from the moment you receive the order confirmation by email and can take from 4 to 10 days, barring any exceptions.

Is it possible to track my order?

To track your order, click on the "My Account" section at the top right corner of the Alexandradev.com website and log in to access your orders through the menu. If you have any questions, please contact our Customer Service team by phone or by email, which can be found in the "How to contact us" section.

Where can Alexandradev.com orders not be shipped?

We currently do not ship to the following countries: Iran, Sudan, Cuba, Syria, North Korea, Uganda and the Channel Islands.

A complete list of countries where we do deliver can be found in the General Terms. Delivery addresses located outside the listed countries will be rejected at the time of ordering. Or you may send us an email to clarify.

Is it possible to deliver an order to a PO box?

Due to security issues, Alexandradev.com will not process any order to a delivery address that is a mailing list or a PO box. All Alexandradev.com packages are hand-delivered to the recipient, so it is not possible to deliver them to a mailbox.

Is a signature required to complete the delivery of my order?

Yes. A signature will be requested at the time of delivery of your package.

I’m on a business trip. Is it possible for deliveries to be made to my hotel?

Yes, we can send your order to your hotel. We recommend you first check whether your hotel receives deliveries. You must the indicate the name of the hotel in the "company" section when completing the delivery details form. Also include the dates of your stay in the "additional information" field so that our Customer Service team can verify availability to deliver within that period. If delivery is not possible, we will contact you to inform you so alternative arrangements can be made.

2. DELIVERIES:

Who pays for shipping?

Alexandra De V currently takes care of the shipment to its destination to USA (excluding Puerto Rico, Guam and all other U.S. possessions and territories outside North America), Spain and Japan. 

Who pays the duties, if any?

We have no control over any taxes or duties that may be levied on your order. Customs or import duties are charged once the package reaches its destination country. These charges must be paid by the recipient of the package.

What is Alexandra de V’s response to Covid-19?

At Alexandra de V, we are committed to doing everything we can to ensure orders are fulfilled as efficiently and as safely as possible during this time of uncertainty. Our priority is your safety as well as that of our team; therefore, we have strengthened sanitary measures within our logistics warehouse and throughout our entire supply chain. Given the current circumstances due to Covid and its effects on the shipping industry, certain delivery times may be extended.

How does the current situation affect the delivery of my order?

Deliveries to a postal address will continue, with the exception of areas where access is currently restricted by authorities.

Given the global situation of the Covid 19 Pandemic, our pre-orders may take between 10 to 12 weeks to reach your hands due to the fact that the finishing work both in jewelry and in the cofection of the silk scarf is 100% handmade. However, we can guarantee that your wait will be worth it as you will have a quality product that will give you great satisfaction and that will last for generations.

How will my order be delivered?

Deliveries from our shipping partners (FedEx, UPS, and DHL) will be made under strict compliance with sanitary regulations. The carrier will leave your package in front of your door once it has identified itself and confirmed entry with you. A signature will  be requested. To facilitate the work of the carriers and guarantee the receipt of your purchases, we would like to thank you for being present at the time of delivery to provide carriers with all the necessary information to help them locate your address.

3. RETURNS:

Is it possible to return an order? If so, what is the process?

If for any reason you are not satisfied with your product, we accept returns and offer full refunds for all qualified items (except earrings, personalized items, and items containing gold) within 15 days from your receipt of delivery.

Items must be returned unworn, unwashed, undamaged and unused. They must be returned in the original boxes provided and inside a protective shipping box. The decision as to whether an item has arrived in the appropriate condition to qualify for refund will be at the sole discretion of Alexandra de V. Our return policy can also be found on a card included with every Alexandra de V order.

The return must be made following the instructions on the website. If these instructions are not followed, we will not be able to accept any returns or exchanges. For more details, please visit the returns, exchanges, or refunds section on our website: https://alexandradev.com/pages/returns-exchanges-and-refunds-policies

Your refund will made within 15 business days of receipt of the returned item to our warehouse.

Why aren’t scarves with tiny imperfections not accepted for returns?

The process of creating a scarf involves a lot of manual work and that is why you will find some tiny imperfections in the pattern. Thus, we do not accept returns for that reason.

Why aren’t earrings accepted for returns?

At Alexandra de V, our priority is your safety. We do not accept returns of earrings for health and hygiene reasons.

Why aren’t jewels containing gold part of your return policy?

At Alexandra de V, we stand by the high quality of our products, which is why our process for verifying the condition of all returned products is exhaustive. If you have any questions or concerns about purchasing jewelry, please contact us (by phone, email or Whatsapp) and we will be happy to assist as soon as possible.

Why don't you accept the return of products that were pre-ordered or customized?

Products available for pre-order are special items due to their intricate design or unique manufacturing process. As they are made to order, they are different from other products.

4. CUSTOMER SERVICE

Is customer service available?

Our customer service team is at your disposal to answer questions and offer personalized support at every stage of the selection and purchase process. You can find our contact information in the "How to contact us" section.

We can also assist you by WhatsApp:

European Union: +34 674 78 29 07

United States, South America, Asia: +1 305 337 0075

Or email us at: info@alexandradev.com

5. GIFT CARDS

Is it possible to use a gift card or voucher on Alexandradev.com?

Yes. They can be found in each product section of the website.

I’d like to purchase a product as a gift. Is it possible to have the order delivered with an receipt or slip that doesn’t show the price?

Yes. When placing your order, check the box "add an invoice without price" in the online delivery process. A slip without the product price will automatically be included with the package. You will be able to download a duplicate of the original receipt with the price from your customer account.

To receive the original receipt, contact our Customer Service team. Details can be found in the "How to contact us" section.

5. PAYMENTS

What methods of payment are accepted on the Alexandradev.com website?

You can pay for your orders with the following credit or debit cards: Visa®, MasterCard®, American Express®, Maestro®, JCB®, Union Pay®. Step by step instructions are available on the website.

Payment with Paypal® and Apple Pay® is accepted throughout Europe.

Are payments secure?

All transactions carried out on Alexandradev.com are secure and supported by the 3D Secure protocol for online credit and debit card transactions. In addition, the security of payments made with Visa® and MasterCard® cards is reinforced with the "Verified by Visa®" and "MasterCard® SecureCode" authentication systems.

Likewise, Alexandra De V S.L. has implemented security measures to protect the personal information you provide against all types of unauthorized access and use. However, remember that the transmission of data over the Internet is never 100% secure and that the information disseminated online can potentially be collected and used by third parties.

Does Alexandradev.com accept international cards? Do you deliver worldwide?

We accept international credit cards and ship internationally (with some restrictions). When placing your order, simply enter the international billing address that corresponds to the card.

We will be happy to reply any messages asking for a delivery to a specific country.

When will my card be debited?

Cards, as with other forms of payment, are only debited once the order is accepted and sent. However, it is possible that your card or other form of payment may indicate a reserve on the amount when placing the order.

What is the security code for my card?

A unique 3- or 4-digit code protects your transactions at a distance. This code can be found in the following places:

1. a) On the back of the card in the space reserved for the card holder’s signature. It consists of 3 digits (e.g., Visa or MasterCard).
2. b) On the front of the card, above the card number. It consists of 4 digits (e.g., American Express).

Your bank may request some additional verification

6. ADDITIONAL QUERIES

Why are Alexandra de V products expensive?

Alexandra de V is committed to delivering the highest quality product possible, not only in terms of materials but also in terms of our processes. To fulfil this commitment, we use the finest quality artisan workmanship available to manufacture our handcrafted products. All of our products are made in the European Union, the United States and certain Hispanic American countries. We also endeavor to do our part to promote sustainable production processes by using recyclable materials and avoiding the use of plastics.

Why are male Spanish heroes featured in Alexandra de V designs?

Alexandra de V’s designs aim to feature both male and female figures who have left an indelible mark on Spanish history. For example, the largest and most glamorous medal features the image of Queen Elizabeth I of Castile. As Alexandra de V continues to expand the collection, it should surprise no one to one day find a newly designed handkerchief, a cushion or a jewel in honor of heroines such as: María Pita, Inés de Suarez, María Escobar, Mencía Calderón, among others.

If Alexandra de V is a Latin American designer, why do her designs look Spanish?

Alexandra de V does not believe she owns any part of history. She is simply a person who is deeply in love with Spain, its tradition and its lifestyle. This profound admiration has served as a both an inspiration for her designs and a sincere desire to showcase the beauty of this great nation.

If the brand is Spanish, why are the scarves made in Italy or France?

All Alexandra de V products are designed in Spain. While the scarves and certain cushions are made with silks sourced from Spanish suppliers, the square handkerchiefs are made in France and Italy because these are the only countries where the double-sided printing process can be completed with the utmost quality.

Can I place an order designed exclusively just for me?

Absolutely. Please send us an email with your specifications and Alexandra De V will design a personalized piece just for you.