Route Package Protection

Can I cancel or change my order?

We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.

Please CONTACT US to check if changes or cancellation are possible, and give the reason you wish to cancel.

My item is damaged / defective, what do I do?

If the item was damaged during transit, please read our shipping policy for more information and read the section at the end of this page. If the item was not damaged in transit but broke after use within our guarantee period, please CONTACT US with your order number and a photo of the item. We will be glad to replace it free of charge.

Can I return my purchase?

For most items, if the item breaks within 60 days of delivery we'll replace it free of charge. Some items have a 30-day or 15-day return period. Please read the returns information on the item's page.

We will replace items free of cost, If a) the item is defective, or  b) the wrong item was sent, or c) shipping package protection was purchased, and the item was damaged/lost in transit. We do not consider replacements or returns for any other reasons e.g. the customer changing their mind or in case of relationship gifts, the status of their relationship changing, etc. For items damaged/lost/stolen in transit please protect your packages using shipping package protection which is available in the cart page during the checkout process.

We strive to accurately represent the quality of our products with the use of photos which show the product clearly. We describe the material used in our products clearly in our product descriptions. We accurately describe our shipping & handling times and locations. We do appreciate our customers and want them to have a good experience with us. In keeping with that spirit, we do our best to find common sense solutions to making our customers happy.

Please note:

• Most of our Items are not refundable. If they are, they will say so clearly on the item's page. Shipping and Package Protection are non-refundable. However, as mentioned above, if the item breaks within our guarantee period we will replace it free.
• In the rare case, due to unforeseen circumstances, if we allow a return, please allow 5-7 business days from the date your package arrives at our returns location for your return or exchange to be processed.
• Return shipping charges are the responsibility of the customer. If a product is defective or received incorrectly, we will be happy to replace it free of cost. They can be sent to Alexa's Gifts, 37699 Los Arboles Drive, Fremont, CA 94536. We are not responsible for returns until they reach us, and those that are sent without prior authorization. Keep your proof of postage and ship your return along with a tracking number as we are not liable for returned packages that are lost or stolen in-transit. Without proof of receipt and delivery, we will not be able to process your return in a timely manner.

My item looks different to the online listing

This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.

It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.

Returned-to-Sender & Refused Packages

• This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
• We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
• We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. Furthermore, if the item is returned to us by the mail carrier, we charge a flat $35 reship fee for re-delivering such items.
• Items can get damaged/lost/stolen in transit. We do not take responsibility for such items, but we do offer very inexpensive and robust Shipping Package Protection Insurance through our partnerships with reputed insurance companies. Please purchase shipping package protection insurance available on our cart pages during the checkout process.

All orders are shipped from the USA.

How long is order processing?

2-5 business days - depending on whether the item is customized or not, and other factors such as whether or not the order was placed on/just before a holiday / weekend / covid lockdowns / weather emergencies etc.

Which carrier do you use?

We ship all items with UPS in the US. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.

For US Expedited Shipping, we use FedEx which delivers to a USPS center close to the customer, which then handles the final delivery.

How long does it take to arrive after shipping?

We cannot guarantee the times mentioned below. They are estimates. We try to update them on the product pages as often as possible. Please understand that we cannot guarantee delivery times. We can only provide estimates.

Also, we do not take responsibility for items that get lost or damaged or stolen during transit. We partner with reputable insurance companies to provide you robust and inexpensive Shipping Package Protection Insurance. Please purchase insurance to protect your items in transit.

Equally, occasionally items may arrive late owing to mail carrier conditions in transit or within the country. Please be sure to place gift orders well ahead of important dates such as birthdays, anniversaries, Christmas etc. We do our best to inform customers of shipping time estimates, but we are not able to take responsibility for items arriving late or getting lost/damaged/stolen in transit. We provide estimates, not guaranteed shipping times.

We ship all orders from the USA

• USA - Within 2-8 business days
• Canada - Within 4-10 business days
• UK + Europe - Majority of items within 2-10 business days, some take 5-20 business days. Please check your product page for details.
• Australia/NZ - Within 5-20 business days
• Rest of the World - Within 5-20 business days

Due to Covid-19, some international packages may be delayed due to routing or customs delays.  Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries. 

What about customs fees/taxes?

We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.

It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.

I didn’t receive my order.

Please CONTACT US, quoting your order number from the confirmation email. We'll help track down your order.

Not sold in store. Customized and shipped from the Netherlands and USA.