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Exchanges and Returns

Exchanging to other size or product via mail

If you want to exchange the size, you will have to place a new order. Please inform us about the exchange via email at info(at)alexsandra.fi. Fill the Orders Return Form (which is enclosed with your order) and send it together with the items you wish to exchange at:

Alusasuliike AlexSandra
Kauppakatu 47
53100 Lappeenranta
Finland
+358 400 622 187

If you don't have the Orders Return Form, you can ask for it at info(at)alexsandra.fi.
The costs for your return package is on your responsibility. We will not refund any postal fees. Save the return receipt you get from the post office until you get a confirmation email from us. We will email you after we have received your return package and refund the cost of the returned item. Please note, that if the size you wish to exchange to is not on stock, we will order it from the factory stock. Delivery time in this case is estimated 7-10 working days.

Exchanging to other size or product at store

You can exchange the item also at the store. Take the receipt you got with your order with you.

Returns via mail

Customer has the right to return products within 14 days according to Finnish Consumer Protection Act. The product has to be new and in the same condition as received. The costs for your return package is on your responsibility. Save the return receipt you get from the post office until you get a confirmation email from us.

Alusasuliike AlexSandra
Kauppakatu 47
53100 Lappeenranta
+358 400 622 187

We will email you after we have received your return package. You will get a refund for the product usually in 1-2 days, but no later than 14 days. Money will be refunded using original payment method. Return cost and postal fees are not refunded.

Return at store

You can also return the item also at the store. Take the receipt you got with your order with you.

Companies and communities return policy is restricted. Please contact us info(at)alexsandra.fi

For uncollected packages, we charge €16.90 in shipping and handling fees

Order Cancellation

You can cancel your order by opening the cancellation link you received in your order confirmation. If you are a registered customer and logged in, the same link may also be available in your order history. An order can only be cancelled within a limited period. The cancellation period is 14 days from receiving the order. If this period has expired, the cancellation can no longer be submitted using the form.

I can't find the cancellation link. What should I do?

First, check:

Your order confirmation email
Your order history when logged in

If you cannot find the link or it does not work, please contact customer service and provide your order number.

What information is required for a cancellation?

At a minimum, the following information is required:

Order identifier (included in the link)
Email address associated with the order

You may also provide your name, phone number, and any additional information in the form.

Can I cancel only part of my order?

Yes. The form allows partial cancellations, so you can select only the products you wish to cancel.

Will I receive a cancellation confirmation?

Yes. After a successful cancellation, a confirmation will be sent to your email address.

Why is my cancellation not successful?

The most common reasons are:

The cancellation period has expired
The information in the link does not match the order
The order has already been cancelled
The order is already marked as cancelled or failed

What happens after the cancellation?

The cancellation is recorded in the system, forwarded for processing, and a confirmation is sent to you by email.
If it is a partial cancellation, only the selected products will be processed as cancelled.