Frequently Asked Questions

GENERAL

HOW CAN I CONTACT ALEX EAGLE STUDIO?

Our client services team is available to assist you Monday-Sunday during store opening hours, excluding major holidays. 

Customer Service and General Enquiries: +44 (0)737 5996868 online@alexeagle.com

HOW DO I CREATE AN ACCOUNT?

You can register for an account by clicking here.

DO YOU HAVE A STORE LOCATION?

Our store is located in London, at 6-10 Lexington Street, W1F 0LB. 

Opening Hours:

Monday - Saturday: 11AM - 6PM

Sunday: 12PM - 5PM

SHIPPING

WHEN WILL MY ORDER BE SHIPPED?

Orders are typically processed within 24-48 hours of being placed and are dispatched according to the priority selected. 

For UK orders, DHL Standard Delivery takes 2–4 working days. For DHL Next-Day Delivery, order by 16:00 Monday to Friday. We do not offer weekend delivery.

For orders outside the UK, available shipping options and estimated delivery times are shown at checkout. For more details, please see our shipping information.

CAN I PURCHASE IN-STORE ITEMS FOR DELIVERY?

To order items which are available in store and have them shipped to you, please contact the store directly or email online@alexeagle.com for assistance.

WHAT IF AN ITEM IS SOLD OUT?

To be notified of availability, add your contact details to our waitlist on the product page to be notified if and when the item comes in.

ORDERS

HOW CAN I TRACK MY ORDER?

Once your order has been placed, we immediately send a confirmation email. When the order is fulfilled, we will follow up with the shipping notification and tracking number. Please note that all shipment tracking takes a moment to update with the delivery estimate and transit details.

WHAT METHOD OF PAYMENT IS ACCEPTED?

Visa, MasterCard, Discover, American Express, and GooglePay.

WHAT IS YOUR RETURN POLICY?

If you bought an item online, you can start your return within 14 days of receiving it or collecting it in store. You then have a further 14 days to send it back. Eligible online returns are refunded to the original payment method.

For items purchased in store, we offer an exchange or store credit if you change your mind. We do not offer change-of-mind refunds for in-store purchases. This does not affect your rights if an item is faulty or not as described. Please see our [full returns policy](INSERT RETURNS LINK).

HOW DO I PROCESS A RETURN?

For UK orders, email online@alexeagle.com for return instructions. For orders outside the UK, use our Returns Portal. 

Online orders can also be brought back to our store with proof of purchase.

WHEN WILL I RECEIVE A REFUND?

Following inspection and acceptance of a return, you will receive a confirmation via email that a refund or merchandise credit has been issued. Please allow 5-7 business days for a return to be processed.

CAN I EXCHANGE AN ITEM?

Alex Eagle Studio does not issue exchanges from the online store. Please return your item/s for a refund (following instructions and terms above) and make a separate transaction for the new item.

PRODUCTS

WHERE CAN I FIND CARE INSTRUCTIONS?

All our pieces are made with carefully selected high-quality fabric. Many of our items require special care to keep them in the best condition possible. Always refer to the instructions on the care label with the product or speak to our trained Client Advisors for any questions on caring for your items.

WHER CAN I FIND SIZE AND FIT DETAILS?

Size guides and fit details are available on our dedicated page using the following link.

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CAN THE IN-STORE FURNITURE BE PURCHASED?

The in-store design pieces can be purchased and have been carefully curated and sourced with various antique dealers through time. To know more about a piece, please contact us at online@alexeagle.com

The seating pieces are designed by our design store Eagle and Hodges and are made in the UK. They can be purchased in-store or at eagleandhodges.com

HOW DO WE SOURCE OUR VINTAGE WATCH AND JEWELLERY SELECTION?

Our vintage watches date back to the first half of the 1900s and are all sourced through our trusted private watch dealer. The watches have all been serviced and include a one-year warranty after purchase. 

Our vintage jewellery has been carefully curated and sourced with various antique dealers through time. To know more about a piece, please enquire through the product page or contact us at online@alexeagle.com