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QUESTIONS & ANSWERS

 
Please carefully read all below stated frequently asked questions and answers. If you still have not found answer to questions that concern you, please contact us via e-mail: info@alesandra.lt

Order information


1. Are orders accepted only via Alessandrawear Online shop?

Yes. All orders are accepted and carried out only through our Online shop.


2. Is it safe to place orders via Alessandrawear Online shop?

Yes. We guarantee safety for all orders. Alessandra Online store has been verified as a safe shop. We provide a 100% guarantee that your given data while placing an order is safe. Data will not be used by third parties or in any other ways.


3. How will I know that you received my order?

After you have placed the order you will receive a confirmation e-mail with the order number. In advance, after you have paid for the order an e-mail will be sent confirming payment.


4. Can I change my order?

If order was accepted and confirmed, you cannot change the content of it. If you decided to change order details prior acceptance and confirmation, please contact us immediately via e-mail: info@alesandra.lt

5. Can I track my shipment?

Yes, you can track your ordered goods and view shipments location. When the order is shipped, we will provide you with the tracking number that can be entered into the chosen delivery service website. There the shipment status can be viewed.


6. Can I cancel my order?

Unfortunately, if order is already sent to you, you cannot cancel your order. If you still want to cancel the order, you will have to wait until the package reaches you. Then you can return the products taking into consideration the requirements for the return.


7. I have received a wrong / defective product. What should I do?

If by mistake wrong / defective item has been sent, contact us as soon as possible via e-mail: info@alesandrashop.com informing about the whole situation. In addition, immediately send us these goods back. Shipping costs will be refundable.

 

Shipping


1.To which countries do you ship the items?

We ship products worldwide. The sending fee depends on the fact which country the items need to be shipped to. For more information regarding the pricing please visit the Shipping section.


2. How long does it take to receive the order?

The time of delivery varies and depends on the country where you would like to receive the goods. In addition, it also depends on the courier service you choose. For more information please visit the Shipping section.


3. Can you deliver the shipment to another address then to the person’s who paid address?

Yes. We can deliver the order to any place of your choice. While filling out the order information, please specify the desired destination.


4. What should I do if I am away when my package is delivered?

If you are away when your shipment is delivered, the courier can deliver it to your family members or to a person who lives at the delivery address. The courier can also leave a message that he tried to deliver the package. The message will contain further information about how and where to receive the goods.


5. Is a signature and an identity document needed in order to receive the order?

Yes, while receiving the order an identity document is needed. You will also have to sign for receiving the package.


6. What should I do if the shipment does not arrive on time?

If you do not receive the shipment on time, please double check the status of the order and contact the courier service. If you still have not received any information regarding the status of the order, please contact us via e-mail: info@alesandra.lt


7. Do you have an extended return policy for Christmas?

Yes, all goods that were purchased from 1st December until 23rd December can be returned until next years 10th January. Products that were order from 24th December are returnable under the normal procedure.

 

Returns


1.How much time do I have to return the goods?

Goods have to be returned within 3 working days after they have been received. Purchases that are returned from Lithuania, must reach us within 7 working days, and ones that are returned from abroad – within 14 working days. For further information refer to the section of Returns.


2.What are the costs of returning the item?

The return fee depends on what couriers service you pick. We recommend you to choose registered mail.


3.How can I return goods?

When you receive ordered products, you will find an invoice, which is also put inside the package. On the other side of the invoice is the return information and a return / exchange form. Please fill it out the return / exchange form and add it to the returned goods.


4.How much time does it take to get my money back after I returned an item?

After we received the item, we have to examine its condition. In addition, we have to be sure that the returned products are not violating the return rules. If everything is fine, you will receive your money within 2 – 3 business days.


5.How can I find out the status of the order to be returned / exchanged?

When the order is shipped, you will also be provided with the tracking number (depending on which courier service you have picked). This number can be entered into the chosen delivery service website. There you can see the shipment status of the returned / exchanged items – were the goods are, if they have reached us, etc.


6.Are shipping costs refundable if I return goods?

Unfortunately the shipping costs are not refundable if you would like to return / exchange items. Shipping costs are only refundable when by mistake a wrong / defective item has been sent and it has to be returned.


7.Am I allowed to exchange an item instead of returning it?

Yes, a product that is unsuitable can be exchanged to another one. You have to fill out the exchange form, which can be found in the Returns section. If you would like to exchange to a more expensive product, you will have to pay the difference. If visa versa – we will refund the difference.

 

Payment


1.How can I pay for the order?

We accept the following payments:
  • Payments done via PayPal.
  • Payments done with foreign credit cards.


2.When can I pay for the order?

You can pay for the goods as soon as you reach the last page while filling the order information. When you choose your payment method, you will be automatically redirected to your bank.

 

Products


1.How can I get additional information regarding an item that concerns me?

If you would like to get additional information regarding an item, please write us via e-mail: info@alesandra.lt

 

2.Do you have a size chart?

Yes. You can find a size chart in the Size guide section. In addition, various products have their own size charts, which can be found at the product description.



Technical Support


1.I forgot my password. What should I do?

In the log in menu please press the button“ Forgot Password”. After that you will be redirected to further steps how to recover your password.


2.I changed my e-mail address. How can I change the old one to the new e-mail?

If you would like to change your e-mail, please log into you alesandrashop account and do as following: My Account --> Account Information --> Insert new e-mail --> Press “Save”.


3.I am experiencing problems entering my credit card data while trying to pay for the order. What should I do?

First of all, please check if the credit card data is typed in correctly. If everything is correct, contact your bank and make sure that your credit card is appropriate for shopping in an Online shop. In advance, if you are still not able to pay for the order, please contact us via e-mail: info@alesandra.lt Please provide us with the detailed information why you are experiencing problems, what happens when you try to pay, etc. We will get back to you as soon as possible and will try to solve the issue.


4.How can I cancel the newsletter subscription?

If you would like not to receive our newsletter, please log into your alesandrashop account. In the section Newsletter, which is on the left side of your account page – deselect “Newsletter Subscription” and click “Save”.

 

Other F.A.Q.

1.Do you have a product catalogue?

At the moment we do not have a product catalogue. All goods are shown in our online shop.


2.Do you have a store?

We are selling goods only via internet and we do not have a store.


3.How can I contact Alessandra?

If you would like to contact us, please send us an e-mail to info@alesandra.lt. We will reply to your e-mail within 48 hours.
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