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FAQ

1. What is your return and exchange policy?

Please visit our Returns and Exchanges page for a detailed description of our return and exchange policy.

2. Are returns and exchanges free?

A prepaid return label will be provided for orders that have been approved for return.  A $12 warehouse processing fee will be deducted from your store credit or refund. All exchanges will be subject to a re-shipping fee of $15.00, which are subject to change based on delivery time and location.

3. What payment methods do you accept?

We accept all major credit cards and ApplePay. We also offer alternative payment methods with Zonos for international orders and Quadpay which allows you to pay for your order in 4 installments interest free.

4. Do you offer discounts for first time customers?

If you are a first-time customer be sure to subscribe to our newsletter to stay in the know of all new arrivals, events, and promotions. Once subscribed you will receive a welcome code to receive 15% off your first full price order.

5. What size does Alexis typically wear?

Alexis is a size XS across the board.

6. What does “Final Sale” mean?

All sale items are FINAL SALE which means they are ineligible for return, exchange, or store credit without exception.

7. Do you charge sales tax?

Within the United States, sales tax is only charged to orders shipping within Florida.

8. Do you cover duties and taxes related to customs?

Shop-Alexis.com, LLC does not cover duties and taxes for international orders. All duties and taxes must be prepaid at checkout. If additional duties and taxes are levied as a result of insufficient information the customer may be assessed penalties or additional charges at the time of import which Alexis is not liable for.

9. I keep seeing these amazing styles on Facebook and Instagram that I can’t find on your website, when will they become available?

Please send a screenshot of the item you are interested in to customerservice@shop-alexis.com and we’d be happy to assist you with this.

10. How do I know what size I am?

You can reference our size chart here. If you’re still unsure about size and/ or fit, please email us at customerservice@shop-alexis.com and we will be happy to assist.

11. Can you help me find my size?

Sure! Each product page is equipped with a size chart. For personalized assistance please contact our customer care at customerservice@shop-alexis.com.

12. I’d love some advice on how to style the piece I just bought. Can you help?

If you have any questions on styling one of our items please reach out to our customer service team at customerservice@shop-alexis.com and they will be happy to assist you in putting together the perfect outfit.

13. How do I track my order?

Once your order has been shipped you will be emailed a tracking number to the email address you provided when the order is placed. If you have not received an order confirmation email please contact us at customerservice@shop-alexis.com so we can verify that the correct email address was provided.

14. Can I cancel or modify my order?

To cancel or modify your order please contact customerservice@shop-alexis.com. Once our warehouse has processed an order we will no longer be able to cancel or modify it.

15. How long does a return or exchange take to process?

Our warehouse strives to process returns within 1 business day of your return being received. Please note that during high volume times it can take up to 7 business days for your return to be processed.

16. Do you sell gift cards?

Yes! The link to our gift cards is here. We offer both e-gift cards and physical gift cards which can be mailed. Gift cards never expire and make the perfect gift!

17. Do you charge VAT?

All VAT is charged at checkout for international orders.

18. Do I need an account to make an online purchase?

No, you may checkout as a guest, but we do suggest making an account to keep track of all your order details in one place and so that we can better serve you in the future!

19. Can I call you?

Of course! Please reach out to our customer care at 1-877-746-7259 EXT 145. Customer Service is available from 10AM-6PM EST M-F.

20. What should I do if my item is damaged or defective?

All of our products go through a vigorous quality check, but if you should receive a damaged or defective item please contact our customer care team immediately at customerservice@shop-alexis.com with photos clearly showing the damage or defect.

21. I’m a retailer and I am interested in carrying ALEXIS, how do I go about applying?

Please contact our wholesale division at wholesale@shop-alexis.com.

22. What happens if my package gets lost?

Please email us at customerservice@shop-alexis.com. If your package is lost in transit, we will do everything we possibly can to assist you. However, we are not responsible for packages once proof of delivery is generated.