Effective Date: 2024-09-18
At The Alex Fashion House, we strive to ensure our customers are completely satisfied with their purchases. If you are unhappy with your order, we are here to assist you with our refund and returns process. Please read our policy below to understand your rights and our procedures.
1. Returns
We accept returns on unworn, unwashed, and undamaged items in their original condition with all tags attached. Please follow these guidelines:
- Return Window: You must return the item within 30 days of the delivery date.
- Eligible Items: Custom-tailored garments, such as bespoke tuxedos, are non-returnable unless there is a manufacturing defect or sizing error based on the measurements provided.
- Non-Eligible Items: Items marked as final sale or customized/personalized products are non-returnable.
To initiate a return, please get in touch with our customer service team at info@thealexfashionhouse.com or +66 62 096 4930 with your order details and reason for the return. We will provide you with return instructions and the return shipping address.
2. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If your return is approved, we will initiate a refund to your original payment method.
- Refund Processing Time: Refunds are processed within 5-10 business days of receiving the returned item.
- Shipping Costs: Original shipping costs are non-refundable. You are responsible for covering the return shipping costs unless the return is due to a defect or an error on our part.
- Custom-Tailored Items: Refunds are only available for custom-tailored orders if the item arrives defective or does not match the measurements provided at the time of order.
3. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, you can return the original item (if eligible) for a refund and place a new order for the desired product.
4. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at info@thealexfashionhouse.com or +66 62 096 4930 with your order number and photos. We will work with you to resolve the issue by offering a replacement or a refund.
5. Custom and Personalized Orders
Custom-tailored garments and personalized items are made to your specifications and, as such, are non-returnable and non-refundable unless there is a defect in craftsmanship or the item does not meet the provided specifications.
6. Free Shipping Policy
We offer free shipping on all orders over THB 3000. If you return items from an order that originally qualified for free shipping and the remaining total drops below THB 3000, standard shipping charges will be deducted from your refund.
7. Contact Us
If you have any questions about our Refund and Returns Policy or need assistance with a return, please get in touch with us:
The Alex Fashion House
Email: info@thealexfashionhouse.com
Phone: +66 62 096 4930
Address: 560 Patak Rd, Karon, Mueang Phuket District, Phuket 83100