Do not buy from this website. I’ve been a client for years. Disappointing what a scam this site has become. Unclear about changes in shipping and customs clearance, clients paying double tax with th... Se mer
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Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
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Staggeringly poor customer service. Have been sent an incorrect item (rather than the coat I ordered) and the company will not refund me for the coat and have instead suggested I send back the item I... Se mer
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Awful awful customer service. They changed their returns policy from the UK & didn’t even bother to tell their customers! I had to spend over £40 returning some things that were not suitable. I contac... Se mer
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UPDATE: now refunded in full. Thank you. Ups delivery and returns process is disastrous. I’m still waiting for a refund and this shouldn’t happen. I can’t use this company again as o cannot be out o... Se mer
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Our goal is to inspire customers by offering a first-class shopping experience with a mix of well-known, local and international brands. For support you can contact our dedicated customer service team anytime.
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Paid for rechargeable fan in May didn't…
Paid for rechargeable fan in May didn't receive it worst shop ever
5 maj 2026
Omdöme utan inbjudan
Worst company ever
Worst company ever. Don’t trust them. I ordered an expensive baby blanket never got the item. And they don’t wanna refund me…
I spoke to my bank they closed the dispute.. so where is my refund ???
long story short - still didnt get my refund, and no reply.. only communication is on reviews.. its may 21 2025... still no update... its a shame to see such a nasty company..
17 mars 2025
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Sury,
Thank you for taking the time to leave a review.
Your order was delivered to an access point in the beginning of March. Since it was not collected on time, it got returned to our warehouse.
The return arrived April 23, however, it has not been possible for us to proceed with a refund as a chargeback initiated by you was ongoing. Our finance team confirmed that it may take some time before it's possible.
The dispute has officially closed and we have now issued a refund for the order, minus the admin fee for uncollected packages. You can read more about this on the website here: https://www.alexandalexa.com/be/en/a/delivery-terms/
Please feel free to contact our Customer Service if you have any further questions.
Kind regards,
Alex and Alexa
Staggeringly poor customer service
Staggeringly poor customer service. Have been sent an incorrect item (rather than the coat I ordered) and the company will not refund me for the coat and have instead suggested I send back the item I didn't order (at my own expense). It's actually pretty outrageous, but apparently not criminal. Just feel very let down.
17 mars 2025
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Anna,
Thank you for taking the time to leave us a review.
We are sorry to hear that you have received the wrong item. You will of course not need to send it back at your own expense.
We have replied to all of your emails, however it seems as you have not been able to see them. We kindly ask you to check your junk mail as the answers might have ended up there.
We apologize for any inconvenience this may have caused.
Kind regards,
Alex and Alexa
Terrible- they don’t make it clear that…
Terrible- they don’t make it clear that to receive the parcel outside of Sweden you’ll be subject to more taxes. They won’t refund either. Won’t buy from them again. Already overpriced.
1 april 2025
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Shilpa,
Thank you for taking the time to leave us a review.
We state in the FAQ on the website in "Delivery terms" that all orders are shipped from the EU, which means taxes and fees may apply if you place an order to a country outside the EU. You can also find this information on the website under "Terms & Conditions".
https://www.alexandalexa.com/se/en/a/delivery-terms
Please feel free to contact our Customer Service if you have any further questions.
Kind regards,
Alex and Alexa
I had been shopping on the Alex and…
I had been shopping on the Alex and Alexa website for many years without any issues. However, in January this year, I ordered clothes for my children and, without any prior notice, received a notification from UPS stating that I had to pay a tax of over 70% of the parcel’s value. I had already paid for shipping, as I always had before, but I had never been charged this tax until now. The tax was issued from the UK, while the parcel was sent from Sweden. After corresponding with customer support, I was told that the agent had misunderstood where the parcel had been sent from, that they didn’t know, and that they had simply issued the tax.She said I have mistook your order to be UK. No one even apologised.
20 januari 2025
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Anna,
Thank you for taking the time to leave us a review.
Alex and Alexa is based in the EU which means taxes and fees may apply if you place an order to a country outside the EU.
For the US, Alex and Alexa have been covering the customs fee for all orders under 800 USD, however, due to recent political changes in the US government, the tariffs for items originated from China has increased.
Since your order was placed 2 days before this change was implemented and the items you purchased were manufactured in China, you were charged with a custom fee.
Please feel free to contact us again if you have any further questions.
Kind regards,
Alex and Alexa
I have been buying from them for years
I have been buying from them for years. Large sums spent with them. Seems success went to their head. Now it is impossible to pay. I have tried all my cards and the site seems to be rejecting all payments from the UK.
But the real point is this - There is NO customer service, None. There is NO phone number, there is NO email! They have a web form and once you fill it they say they may get in touch in 48hrs! Would you have confidence spending several £100s with them with this level of customer service knowing you will never be able to retrieve it if there was an error? Shame
3 mars 2025
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Svar från AlexandAlexa
Dear Customer,
Thank you for taking the time to leave us a review.
We are very sorry that you are experiencing an issue placing an order with us.
We kindly ask you to get back to us with your ticket number or email address so that we can assist you further with this matter.
Kind regards,
Alex and Alexa
Do not buy from this website
Do not buy from this website.
I’ve been a client for years. Disappointing what a scam this site has become. Unclear about changes in shipping and customs clearance, clients paying double tax with the website pocketing the VAT they charge clients on the website and totally unhelpful customer service. Brands shouldn’t keep dealing with Alex and Alexa.
6 januari 2025
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Svar från AlexandAlexa
Dear Customer,
Thank you for taking the time to leave us a review.
We ship all orders from the EU, therefore taxes and fees may apply if you place an order to a country outside the EU. We always recommend checking with the local customs office for more information.
Please feel free to contact our Customer Service if you have any questions.
Kind regards,
Alex and Alexa
Return fee is £34.99 from UK - dreadful
I used to happily shop with AlexandAlexa all the time, so didn't realise they had changed their returns policy more recently. The cost to make any return from the UK is now £34.99, which seems to be designed to preclude anyone from making returns. Disgraceful.
I have since seen many other similar complaints on here and have seen the identical bot responses from AandA to every single one.
The vast majority of other retailers seem to be able to do returns in a reasonable fashion so their excuse is nonsense.
I will never shop with AlexandAlexa again. Back to ChildrenSalon I go.
9 januari 2025
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Melanie,
Thank you for taking the time to leave us a review.
Alex and Alexa is a Sweden based company and since Brexit a return fee has been added in order to cover administrative costs and the return process. We do, however, appreciate your feedback and will make sure it is forwarded to the correct department.
Please do not hesitate to reach out to our Customer Service if you have any questions.
Kind regards,
Alex and Alexa
Sneaky company
I have used alex and alexa for years. I recently made an order to replace a yelow rain suit my daughter had when she was younger. Now, the colour is way different than prior years so I want to return it. With that I am now being charged 40 to return which is illegal.
In prior years they covered the cost to return, so my last time ordering i was hit with the surprise of having to pay to return. I wrote the company who were entirely unapologetic.
Now, this order, I thought I was buying sure things, and wouldnt need to return, but I do.
As such, when registering my return I have now been made awware they will charge 40 to retun the order.
The last time i raised this sudden process change I suggested they should notify customers onthe check out page that their policy had changed.
Obviously no one reads the polcies of stores that they have used many times before. So seems this sneaky company would like to contine changing thei policy without trying to make loyal customers aware.
18 december 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Shayna,
Thank you for taking the time to leave us a review.
We understand your concern regarding the return fee, however we’d like to clarify that this fee is in compliance with ecommerce regulations. The fee is charged for returns to cover administrative costs and the return process. It is not intended to be a penalty, but rather to cover part of the logistics involved in processing returns.
For more detailed information about our return policy and the associated fees, you can refer to our website via this link: https://www.alexandalexa.com/gb/en/a/returns-exchange
We truly appreciate your understanding, and if you have any further questions or need additional assistance, please don’t hesitate to contact our Customer Service.
Kind regards,
Alex and Alexa
Rip off return Fee
Wow trying to charge a return fee for an item I would have liked to exchange. The return fee costs more than the boots. Avoid this company at all costs. Rip off merchants.
28 november 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Rebecca,
Thank you for taking the time to leave us a review.
We understand your concern regarding the return fee, and we’d like to clarify that this fee is in compliance with ecommerce regulations. The fee is charged for returns to cover administrative costs and the return process. It is not intended to be a penalty, but rather to cover part of the logistics involved in processing returns.
For more detailed information about our return policy and the associated fees, you can refer to our website via this link: https://www.alexandalexa.com/gb/en/a/returns-exchange
We truly appreciate your understanding, and if you have any further questions or need additional assistance, please don’t hesitate to contact our Customer Service.
Kind regards,
Alex and Alexa
Awful customer service
Awful customer service, do NOT buy from this company!!!
Part of my order did not arrive. I have been emailing customer services for WEEKS with no resolution.
No product sent out, no refund.
19 oktober 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Charlotte,
Thank you for taking the time to leave us a review.
We are very sorry to read that you have not received all of your items.
Both of your emails have been replied to, however, since you are not able to see the replies, we kindly ask you to check your junk mail.
Please mark the emails from us as "non spam" and reply to the email so that we can help you further with a solution.
Kind regards,
Alex and Alexa
Svar från AlexandAlexa
Dear Olga,
Thank you for taking the time to leave us a review.
I can see that you have sent us an email to our Customer Service and that your case is currently being handled.
Kind regards,
Alex and Alexa
Spent £190 and this was for shopping to…
Spent £190 and this was for shipping to UK. I’ve then been contacted by UPS demanding £100 customs fees to be delivered!! Alex and Alexa have refused to assist - no other company seems to still be having these customs issues and curtaining not charging +%50 additional unexpected fees for delivery. Nothing yet received and no support from Alex&Alexa.
19 juni 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Customer,
Thank you for taking the time to leave us a review.
We ship all orders from the EU, therefore taxes and fees may apply if you place an order to a country outside the EU. We always recommend checking with the local customs office for more information.
Please do not hesitate to contact our Customer Service if there is anything else we can assist you with.
Kind regards,
Alex and Alexa
If you live in the UK DO NOT BUY
If you live in the UK DO NOT BUY. When you order, the website says all customs and taxes are included, but it is a lie. They also provide zero information to their delivery company so you get chased for contents, cost and material and then a massive tax duty. Meanwhile, AlexandAlexa customer services provide no response and inform you that it'll cost about the price of the taxes to return the goods. I ordered clothes for my child a month ago and still no clothes, no AlexandAlexa response and UPS calling every day. Shocking.
3 juni 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear customer,
Thank you for taking the time to leave us a review.
We are sorry to see that you are not satisfied with your shopping experience. However, we do not state anywhere on the website that the customs fees will be covered.
Since all orders are shipped from the EU, countries outside of the EU may therefore need to pay customs fee upon delivery. You can find this information and more on our website via the link below.
https://www.alexandalexa.com/gb/en/a/delivery-terms/
Please do not hesitate to contact our customer service if you have any further questions.
Kind regards,
Alex and Alexa
worst customer service
EDITED: I have NEVER received the package nor reply from customer service. the tracking is still showing package was delivered to another country, meanwhile received a bill from UPS (£300+) to pay! It looks like this retailer has sent me wrong tracking info so I have never had a correct one and on top of that asking me to pay £300 UPS fee? AVOID this retailer if you are in UK!!
Ordered some clothes for my son after a week I got an email from them saying it was shipped. When I logged in the tracking page, it shows "Submited to UPS/ On the way to customer/ delivered" all at 10:53 on 23th/May! Can this be possible?? Emailed Customer service, few days later CS adviser Rebecca replied me saying she can see the package is delivered- what??? I screenshot the tracking page AGAIN and sent to her again, asking how does the package can physically send to UPS and deliver to me at the same time? It is showing delivered to Ireland, but my address is UK! I am just fuming, they clearly do not read your queries or make some effort to copy/paste the tracking number to UPS tracking page and see what is going on. Still NO package, NO refund, NO response. How can they be allowed to trade in UK?
18 maj 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear customer,
Thank you for taking the time to leave us a review.
We are sorry to read about your experience with our customer service.
I have tracked your shipment and can confirm that it's out for delivery today, 7.6.2024.
Please do not hesitate to contact our customer service if you have any further questions.
Kind regards,
Alex and Alexa
We apologize abou the delay.
The order was never shipped or refunded - this shop is a scam
The shop hadn't provided the tracking, and the tracking page they sent me had no tracking information. It took their customer service over one week to finally send me the tracking. Overall, it was a very poor shopping experience and I will never buy anything from this shop again.
16 maj 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Elena,
Thank you for taking your time to leave us a review.
We are very sorry to read about your experience.
We have now answered your email and refunded the shipping fee.
Again, we apologize for the inconvenience.
Kind regards,
Alex and Alexa
Absolutely Shocking
The most frustrating CS that I have ever dealt with as there is no reply to 4 queries now. I purchased a bike for my daughter for her birthday and after paying €200 with an €11.95 delivery charge the tracking is stalled for the last 10 days. I dont know where the bike is and nobody will reply to my queries on the contact form. Does anybody know where i go from here???
22 maj 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Customer,
Thank you for taking the time to leave us a review.
We are very sorry that you are experiencing issues with the delivery of your order.
I can see that our Customer Service has answered your inquiry and I have now also refunded you the shipping fee.
Again we apologize for the inconvenience.
Kind regards,
Alex and Alexa
Very disapointed with customer care…
Very disapointed with customer care solutions. Ordered kids gilet which was faulty and Alex and Alexa refused to help in any way.
5 februari 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Customer,
Thank you for taking the time to leave us a review.
We are sorry that you are experiencing issues with your order. Sadly, damages caused by wear and tear are not considered and handled as claims. Based on your description how the damage occurred and the photos attached, this situation could not be considered as a faulty item. The supplier can only approve claims that are due to production errors.
Sorry for the inconvenience.🤍
Kind regards,
Alex and Alexa
Exchanging items has hidden costs
Exchanging items has hidden costs, not clearly explained on your website and ridiculously high. Customers can not be expected to pay between £20 and £40 to return an item when exchanging. Customer service very unhelpful. I have exchanged items from other companies in Sweden with a much more realistic returns policy. I would not recommend buying from this website as there is not a realistic option to return.
16 januari 2024
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Customer,
Thank you for taking the time to leave us a review.
I am sorry to hear that you feel the communication is misleading. We have stated our address and return information on our website under "Return and Exchanges". We also state our address and Swedish VAT number under our T&Cs.
We strive to always offer our customers a seamless shopping experience from purchase to delivery. With this said, we also need to look at how the market changes and thus our shipping and return fees may change at times. Currently, we are not offering free returns from the UK.
Kind regards,
Alex and Alexa
Awful
Awful. I will not buy anything here again. Agree with all recent reviews. Customer service is slow and unhelpful. Returning anything is complicated, long winded and now needs to be returned to an address in Sweden without return postage being covered. The commercial invoice needed requires huge amount of detail like EORI number, VAT numbers, country of manufacture, a tax coding for the fabric used in item etc which are not actually on the commercial invoice template that Alex & Alexa provide. Their blanket response (see below) about changing markets is pretty meaningless to an end customer. It’s not worth the hassle of shopping with them from the UK
11 november 2023
Omdöme utan inbjudan
Svar från AlexandAlexa
Dear Customer,
Thank you for taking the time to leave us a review.
We strive to always offer our customers a seamless shopping experience from purchase to delivery. With this said, we also need to look at how the market changes and thus our shipping and return fees may change at times. Currently, we are not offering free returns from the UK.
Sorry for any inconvenience.
Kind regards,
Alex and Alexa
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