FAQ

1.GENERAL SHIPPING INFO

We ship to the Us, and Canada. Free standard shipping is automatically applied to orders over 50$. Once your order has been dispatched, you’ll receive a confirmation email with a tracking number. Orders are dispatched from Montreal, Canada using poste Canada for Canada and Ups for American orders.

2.PROCESSING & SHIPPING TIMES

Orders will be sent out 1-2 business days from your date of purchase. Estimated standard delivery time to the UK is 1-2 business days once shipped. If you notice any delays or issues while tracking your package please contact the carrier for help. We are not able to provide additional insight on packages once they are en route.

3.Return policy

As a new brand, we understand the hesitation that comes with trying new products. We encourage you to give it three months to truly see your glow-up unfold.

Due to the nature of our product we do not accept returns on used products. To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging. Please notify us of your return within 7 days of your order's receipt at info@alexystree.com.

Please note it is the customer’s responsibility to arrange return delivery, we do not supply shipping labels. Please allow 3-5 business days after we have received your return for the funds refund to complete.

If your product arrived damaged or incorrect, please email info@alexystree.com within 3 days of receiving for further assistance. If you have any other questions or concerns with your order, please let us know.

4.DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

5.CHANGES AND CANCELLATIONS

If you need to change your shipping address, or for any modifications to you order please promptly email info@alexystree.com. We cannot make any changes or cancellations to your order once a shipping confirmation has been issued.

6.EXCEPTIONS / NON-RETURNABLE ITEMS

Unfortunately, we cannot accept returns on sale items or gift cards.

7.REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@alexystree.com.

8.LOST OR DAMAGED SHIPMENTS

Please note it is the customer’s responsibility to ensure that a safe & secure delivery address is provided, and that all shipping information is entered accurately. If your package is lost or stolen, we will do everything we can to assist you, however, we are no longer responsible for packages once they are in transit, and are unable to refund or replace orders

If your order arrives damaged please email info@alexystree.com within 3 days of receiving, with your order number and photos of the damage.