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Shipping & Returns

 

 

Shipping during COVID-19

We are taking the current situation very seriously as we navigate the global crisis COVID-19. We are carrying out all the necessary precautions to keep our team and loved ones safe and healthy at this time.

At this current moment the Alex Eagle Online Shop is open for business and deliveries, however in response to the current advice from the UK government, we have implemented remote working practices and as such have had to extend our online order shipping window.

Please note we will endeavour to process and dispatch orders as soon as possible as we cannot guarantee a specific delivery timeframe. We apologise for any inconvenience this may cause you. You will be notified via email as soon as your order has been dispatched with a DHL tracking number.

In light of this we will endeavour to monitor the official advice from the government, the WHO and NHS and we will keep you updated as the situation progresses.

For any questions or if you have received your order and would like to return it, please email online@alexeagle.com for more information. 


The Alex Eagle Team deeply appreciate your continued understanding and support during these challenging times.


Shipping


We will endeavour to process all orders the following business day, Monday through Friday, excluding holidays. Orders received on weekends and holidays will be processed the following business day. Orders are processed from London, UK.

Availability of products cannot be guaranteed. If you have ordered an item that is not available or is delayed, we will notify you via email or telephone.

You will receive a shipment confirmation email with the shipping tracking number when the order has been dispatched. Please note that all our shipments are insured. UK residents will pay VAT on their purchase.

For international orders, a customs duty will be charged to you depending upon the country in which you reside. Alex Eagle Store Limited, trading Alex Eagle Studio is not responsible for payment of this duty. The shipping company will contact you once your items are in customs to let you know the cost. Be aware that this may delay your delivery time as goods held at customs. It will be your responsibility to pay the necessary charges for local authorities to release the goods. We regret to inform you that, unfortunately, we are unable to ship to Russia and Belarus.

All orders are delivered using DHL, excluding art and furniture items where we use specialist shipping companies. All items will be safely packed.

DHL shipping times are:

UK, Germany and France: 1-2 Days
Rest of Europe: 1-3 Days
US: 1-3 Days
Rest of the World: 2-6+ Days

Shipping Art and Furniture; Please note we use specialist companies for all deliveries of art and furniture to ensure items are safely packaged and transported. After checkout you may be charged an additional fee based on the shipper's final quote. If this is the case we will contact you to process the surcharge or refund for any excess as quickly as possible. Shipping times will be quoted for individual orders.

Any further inquiries should be directed to online@alexeagle.com or call us on +44 (0)20 75890588 and +44 (0)737 5996868.

 

COMPLIMENTARY SHIPPING OVER £500

Please note complimentary shipping is applicable on all orders over £500 expect for items which include Art & Furniture. Please note that our team will be in touch after placing your order and will provide you with a Shipping  Delivery quote based on your location.

 

 

Returns



Procedure for returning goods

Please ensure the item is unworn, in a saleable condition, this must include all original tags and packaging attached and accompanied by the original sales receipt sent to you in the package. Please note that sale items with a discount of 60% or more are final sale and cannot be returned.

Please fill in details for the items you would like to return in the returns form sent to you with the package. If you have not received or have lost the returns form please download form here

Pack the items safely and attach the DHL prepaid returns label included in your parcel to the outside of the box. If you have not received a DHL prepaid returns label with your parcel please email online@alexeagle.com to be sent one.

Call DHL to arrange a pick-up or drop-off the parcel to your closest DHL pick up point.

If the item returned meets our return terms, any sum debited from your credit or debit card will be re-credited to your account as soon as the goods are received and processed in the shop, excluding the initial shipping cost. Please read our terms for further information or email us at online@alexeagle.com.




Terms

You have the legal right to return your order within 14 working days of receipt of the goods. In this case, any sum debited from your credit or debit card will be re-credited to your account as soon as the goods are received and processed in store, excluding the initial shipping cost. If you want to cancel your order, you will need to follow the procedure set out below within the fourteen days. Before placing an order with alexeagle.co.uk you must have read and agreed to these Terms and Conditions. If you are unhappy with any aspect of these, then you should contact our customer service via email at online@alexeagle.com before placing your order with us.


Alex Eagle Studio will offer a refund provided that the products are returned unused, unworn, unwashed, unaltered, in perfect and saleable condition, with all original tags and packaging attached and accompanied by the original sales receipt. We cannot accept returns of personalised or special-order items.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession and we hold the right to deny returns if the merchandise returned does not meet our policy requirements.

Alex Eagle Studio is not responsible for duty reimbursement in the case of international purchases.

When returning items you are strongly recommended to obtain proof of posting or the relevant couriers airway bills and documentation and you are advised to arrange your own insurance. We cannot accept responsibility for parcels lost in transit.

Alex Eagle Studio will cover the return costs for faulty items or items that are damaged in transit to you in which case you should contact online@alexeagle.com with photographic evidence. In the case of damage incurred during shipment, we must be notified within 48 hours of delivery in order to process the return.




Policy requirements

Late returns

All sales are final after 14 days of purchase. Returns outside of this period will not be accepted.

Clothing

Please take care trying on items as all products must be returned in a new and unused condition with all packaging and tags still attached.

Shoes

When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Returns must also include the dust bag and box. Please place the shoe box inside another box in order to prevent damage during shipping.

Beauty

Beauty items must be returned unused, unopened, and in their original packaging otherwise we will not accept them. Please note that fragrance are final sale and cannot be returned due to transport restrictions.

Undergarments & Swimwear

Knickers, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.

Limited-Edition Products (including Antiques) and Books

As these items are highly collectible, please only remove the protective cover and packaging once you are certain that you wish to keep them.

Sale Items

Please note that sale items with a discount of 60% or more are final sale.

Technology

Technology products should be returned in the original packaging.

Faulty goods

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

Colours

We try to display the colours of our products on our website as accurately as possible but please note that photography can sometimes alter the colour of items. Also as computer monitors, tablets and mobile devices vary, we cannot guarantee that colours will be exactly as they appear on your device.



FAQ

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.

What should I do if I receive a damaged or defective item?

If you receive a faulty or damaged item, please contact us immediately at online@alexeagle.com with photographic evidence. In the case of damage incurred during shipment, we must be notified within 48 hours of delivery in order to process the return. 


What is Alex Eagle Studio’s price adjustment policy?

Alex Eagle Studio offers a Sale Price Adjustment on items purchased up to 7 days prior to the commencement date of sale. Please be aware that the exact style and size of an item must be available for purchase at the time of your request for this to be approved. All approved Sale Price Adjustments will be credited to you in the form of online credit which will be valid for 12 months.

We do not offer price adjustment on items originally purchased in a sale or any special promotion. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down.

For more information, email online@alexeagle.com.