Return/exchange process

A customer may return or exchange any product ordered on the Website for exchange or refund within fifteen (15) calendar days from the delivery date.

Returns are free for the customer who meet all requirements:

1. a) Whose order has benefited from free shipping and who returns it from the same city
2. b) provided they are made through the same channels used for the original delivery and that Products are returned in their original condition. That is, in the original box with labels and the shipping box. All products must be returned with the original invoice or a copy if only a part of the order is being returned. ALEXANDRA DE V has sole discretion in determining whether the products purchased via the Website are in original condition when returned.
3. c) only 1 return/exchange process can be done for the order. If the order contains more than 1 items only 1 return/exchange process can be done. In that process you may include 1 to all items in the order.

The countries currently eligible for free returns/exchanges are: USA (excluding Puerto Rico, Guam and all other U.S. possessions and territories outside North America), Japan and Spain. 

ALEXANDRA DE V will not be responsible or liable if any item you return is lost, misdirected or delivered late, as each customer bears the risks of the shipping methods they have selected.

 Personalized or customized products and products containing gold cannot be returned/exchanged, as well as earrings due to health regulations.

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.

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.

• Exchanges

If you exchange an item for another item of lesser value, you will be refunded within ten (10) business days of receipt of the item returned by crediting your debit or credit card. If the first delivery had no shippment cost, the exchange delivery will also not have it. Only one exchange per item will be honored.

 Products received as gifts can be exchanged for another product of equal or greater value, with the price difference assumed by the customer. No refund will be made if the gift is exchanged for an item of lesser value. If this situation applies to you, please contact Customer Service (see “How to Contact Us”).

• Refunds

ALEXANDRA DE V will use all available means to ensure that any refund will be made within ten (10) business days of receipt of the product returned by crediting the debit or credit card used to pay for the original purchase. Electronic credits will not be granted on the Website.

• Payment disputes

Products remain the property of ALEXANDRA DE V until payment is made in full. In case of a dispute, the products must be returned to ALEXANDRA DE V immediately upon request, with the customer assuming any and all risks associated with loss, theft or damage.

The computerized data collected during product purchases and registered into the ALEXANDRA DE V Website establish the terms of the transactions between ALEXANDRA DE V and its customers. In the case of a dispute related to a transaction entered into using the Website, the data registered by ALEXANDRA DE V shall constitute the proof of communication, orders and payments between the parties.