FAQ

Soft Furnishings

Delivery Times
I aim to send out your products within 2 working days of receiving your order. During the busy Christmas period this may take a little longer. If you need your order to be processed quickly, then please let me know and I will try my best to get it to you in time. Please note outside factors such as postal strikes cannot be avoided and unfortunately can delay your order.

Delivery Method
All orders over £30 are sent by Recorded Mail with a tracking number and should take 2-4 days to reach you within the UK. Orders under £30 are sent via First Class Mail. Overseas orders are sent by 'International Signed For' and should take 5-10 days.

Shipping Costs
Shipping costs vary depending on the product size, weight and quantity. There are also different costs for shipping outside of the UK. Shipping costs are shown in your shopping cart before you reach the checkout, so you can see the costs.

Lost Items
Orders sent via Royal Mail are subject to Royal Mail terms and conditions. Parcels are not considered lost or missing by Royal Mail until 15 days after the posting date. As a result, I am unable to refund or replace any orders lost in transit until 15 days after the posting date.

Returns Policy
I hope you are happy with your By-Alex products, but if you are not please return them to me within 14 days of the date it was received and I will be happy to exchange or refund your purchase. This is on the condition that they are returned in perfect condition. I cannot accept liability for goods lost or damaged in transit. Please include any reasons or comments for your return, as I take customer satisfaction very seriously. Unfortunately I am unable to refund the return postage, except in cases of faulty goods. I cannot be responsible for returned goods being lost on-route back to me. Please retain your proof of postage when returning products.

Handmade Products
Each piece of the By-Alex collection is handmade by myself. Please allow for slight variation in colour, detail and fabric.

Caring For Your Purchase
Excluding the cushion covers and bunting, all products should not be washed. This is due to what the products have been filled with i.e. rice, cushion filling or lavender. Cushion covers should be removed from the cushion before washing. The cushion covers and bunting can be washed by hand with great care in a cool wash.

Photography
All product photography is by Binky Nixon Photography.
www.binkynixon.com

Contact 
E-mail: alex@by-alex.co.uk



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