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We promise to do our best to deliver amazing products you’ll love and the best customer experience around, but we understand that sometimes things just don’t work out. If you’re looking to make a return, here are some things you should know:
· We remain firm on our return policy with all of our customers.
· By Alexa Rae is NOT responsible for lost, stolen, or damaged packages. If your package is lost, stolen, or damaged, please contact USPS with your tracking number for further assistance.
· Shipping will not be refunded on any returned items and return shipping costs are the responsibility of the customer.
· Eligible returns are for Store Credit only. We do not issue refunds to original forms of payment. This applies to orders being cancelled before items leave our warehouse, as well as duplicate orders.
· We DO NOT offer exchanges. Due to high demand and limited quantities, we are not able to process exchanges. We recommend purchasing the desired item and then shipping back your return.
· Should any packages be returned to sender and mailed back to By Alexa Rae, it is the responsibility of the customer to assume the additional shipping cost for the package to be sent out again.
· While we strive to provide next day shipping, please be advised that we are not responsible for any delays brought about by USPS after packages have left our warehouse.
· FINAL SALE items are not eligible for return. NO EXCEPTIONS. See list below.
· Items purchased with a coupon code applying a discount of 30% off or higher
· Mystery items, Doorbusters (i.e. Zenana), or items ending in $.99 (shoes ending in $.99 are the one exception)
· Face Masks
· Hats, socks, sunglasses, makeup, headbands
· Leggings, biker shorts, undergarments (including sports bras)
By Alexa Rae accepts returns postmarked by 10 business days from the delivery date.
· Eligible returns are for Store Credit only. We do not issue refunds to original forms of payment.
· Return shipping costs are the responsibility of the customer and will not be refunded.
· All items are inspected upon return to the warehouse. All items must be unworn, unwashed and unaltered, as well as in its original packaging, including tags.
· If we smell smoke, perfume, see pet hair or stains, the item looks visibly worn, or the item is final sale, the item will be returned to you at your cost.
· We will only accept swimwear returns that have not been worn and MUST have any liners completely attached.
· Please be sure to include your packing slip and/or order # with the return. We cannot process your return without this information.
**Any items rejected for return will require a re-shipping fee at the expense of the customer. If we do hear from you regarding the item(s) within 30 days of reaching out via email, we will donate all items to charity, including items sent to us in error (i.e. returns from another boutique).
HOW TO RETURN
· Print & fill out the return form and include it the return package with your original invoice and the item(s) you are returning.
· At this time, we do not provide return labels. We suggest using USPS to make your returns.
· Please hold on to your tracking number in case we need to track your return.
· Once we receive your return, the item(s) will be inspected and either accepted or rejected. If accepted, store credit will be immediately credited to your account for the amount the item was purchased for.
· Please allow up to 3 business days for your return to be processed once it has been received at the warehouse.
DAMAGED OR DEFECTIVE ITEM(S)
· Please inspect the items in your order immediately upon receipt. DO NOT return before contacting our Customer Service Team.
· If you believe you have received a damaged or defective item, please contact us at email@example.com within 3 business days of receiving your package and before any item(s) are worn.
· If you choose to keep your damaged item, you may receive a store credit of up to 25% of the price paid for the item.
PROCESS TO REPORT DAMAGE/DEFECT
· Use your smartphone to take pictures of the damaged/defective area and email the images to firstname.lastname@example.org
· Indicate “Damaged” or “Defective” in the subject line.
· Include the first and last name on your By Alexa Rae account, order#, and product SKU or name of the item.
· You will receive a response from our Customer Service Team within 24 hours
SHIP RETURNS TO:
By Alexa Rae Boutique
3150 County Line Road
Lakeland, FL 33811