Frequently Asked Questions - Alexa Lily

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Here is a list of our most frequently asked questions. If you can't find your question here - please pop us a mail at hello@alexalily.co.za and we will help you as best we can!

What payment methods do you accept?

We accept the following:

Payfast

Credit Card / Debit Card

EFT

Pay Just Now: please visit their website for more information: www.payjustnow.co.za

Zapper

 

When will I receive my order?

Once you have paid for your order, it will be dispatched after 1 - 2 working days. Once with our courier, you should receive your package anywhere between 2 - 5 working days. This all depends on where we are sending your package to of course. 

Can you deliver to a PO BOX address ?

We use FASTWAY couriers who deliver door to door. So please ensure you add a physical address only when you check out and ensure that someone will be home during the week  - Monday to Friday (9am - 5pm) to receive your parcel. You may use your home or business address as long as it is a physical address with someone to receive and sign for your parcel. 

How long do Personalised orders take ?

Personalisation on calendars only will take between 2-3 weeks. We may have your order processed sooner in which case we will notify you via email once it is ready to ship. Please email us if you have any queries around this hello@alexalily.co.za

Where can I add details for my Personalised orders (on Calendars only) when I check out + where will they appear on my order ? 

Please send us an email hello@alexalily.co.za with your details for the personalisation. You can use your name, full name or initials. This will appear on the top right hand corner of your calendar in gold font. 

Do you charge for shipping?

National parcels (in South Africa) are FREE if you spend R550 or more to all major cities and towns. If you do live in an outlaying area then you will be asked to pay a fee of R100. However if you spend above R750 it will be free. Please select the correct shipping fee upon checkout. 

One of the items that I ordered arrived damaged or is faulty- what do I do now?

Damages happen. We personally check that everything sent to our customers is of the best quality but sometimes your package can get thrown around in transport. So please let us know within 10 days of receiving your order.  Send us photos to hello@alexalily.co.za of the damage and we can assess what the problem is and how to deal with it. We want you to be happy! You will have to return the item to us at your own cost (however if this is actioned within 10 days  - we will refund you for the shipping. This only applies to local shipping within South Africa. 

I want to return an item I bought  / exchange it for another product - can I do this?

We will be happy to return and refund/replace if your product just isn't what you thought it was going to be but only within 10 days of receiving it. Returns are done on your own cost, the goods must be in their original packaging - unopened and undamaged - and the goods need to be packaged appropriately for transport (i.e. enough protective wrapping to ensure the product won't get damaged during transport). If we receive a damaged product (that left your hands undamaged) we unfortunately cannot refund you. Once we receive your package and it is in a sellable condition, we will refund you with pleasure. We do not accept returns or exchanges on any sale/discounted items.

I live outside of South Africa - can I return my order if I am not satisfied ? 

Unfortunately not, we do not offer any returns on orders outside of South Africa. We will however answer any questions you do have on an order you wish to purchase should you live overseas. Send us an email to hello@alexalily.co.za if you have any questions at all. 

Can I buy something from your website and send it to a friend as a gift?

Your most certainly can!! We are more than happy to send your package to your friend - we can even write a little note for you on the Thank You card that will be included in your order. 

OMG I love your stuff and want to blog / tag / post about it ASAP! Can I?

OMG YES! We would love that! Please send us an e-mail and we can chat! If you do end up blogging about us without letting us know - please just remember to link to our website / social media handles (@alexalilyshop). 

 

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