FAQ

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. 

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@alexandriauk.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@alexandriauk.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it (if it is unused and new condition).

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

UK Shipping Policy – Alexandria Fragrances UK

At Alexandria Fragrances UK, we are committed to delivering your orders promptly and efficiently. This shipping policy outlines our procedures and what you can expect when ordering within the United Kingdom.

Processing Times

• Order Processing: Orders are processed within 24 to 72 hours from the time of placement. Please note that processing time refers to the preparation of your order for shipment and does not include transit time.

• Business Hours: Processing occurs Monday through Friday, between 9:00 AM and 5:00 PM. Orders placed on weekends or public holidays will be processed on the next business day.

• Tracking Information: Once your order has been processed, you will receive a personalised tracking number via email to monitor your shipment's progress.

Shipping Methods & Delivery Times

• Courier Service: We utilise Royal Mail for our UK deliveries.

• Standard Delivery: Estimated delivery time is 2 to 5 business days, depending on your location. Please be aware that delivery times may vary during peak periods or public holidays.

• Free Shipping Offer: Enjoy free standard shipping on all UK orders over £75.

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. If your order value is more than £75, we provide free shipping within the UK. If it is more than £250 then we also provide free shipping to the EU

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

All customers have 24 hours from the time their items are delivered (as confirmed by tracking information) to contact us regarding any issues with their purchases. After this 24-hour period, we reserve the right to reject any returns or exchanges. Pictures may be required for some returns or exchanges.

We cannot accept returns or exchanges for items that simply do not suit your personal style or liking. We strongly encourage customers to use our discovery sets and sample packs to test fragrances before committing to a full-sized bottle.

All returns must be in an unused and resalable condition. A 10% restocking fee may be applied to any returns.

 Please note that sample and discovery sets are non-returnable as they are considered bespoke packs made to order.

Please be aware that shipping costs are non-refundable. For European customers, the 21% VAT paid to the Dutch government for import clearance is a non-reclaimable fee and will not be refunded on returns.

If you have further questions regarding a refund, please contact us via email. You may modify your order by emailing us within 24 hours of the time of purchase, provided the order has not already been fulfilled.

Please contact our customer service team via info@alexandriauk.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via h info@alexandriauk.com with the details. We’ll respond within 48 hours.

We cannot accept returns or exchanges for items that simply do not suit your personal style or liking. We strongly encourage customers to use our discovery sets and sample packs to test fragrances before committing to a full-sized bottle.

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of £10, £20 or £50.