Before your order leaves our warehouse, it is fully checked by our packing team. If you receive an item which is damaged please contact us immediately. All orders are shipped via UPS and for security reasons, Alejandra G. online purchases will require an adult signature upon delivery. Purchases may not be shipped to P.O. Boxes or APO/FPO addresses, which are not available through UPS. We do not ship to Freight Forwarders. We are not responsible for returned items due to failed delivery attempts. Customers are responsible for tracking their package with the tracking number provided you to ensure that you are available to sign for the package. If a package is returned to us as “undeliverable” you will be required to pay for shipping to have them resent to you, as we too acquire a fee on every returned package. Alejandra G. cannot be responsible for unanticipated delays.
Return Policy - Alejandra G. will accept merchandise in its original condition for refund. Returned merchandise must include the original shoe box, dust bag, heel taps (if applicable) and it must be returned to us within 14 days from the date of delivery (i.e. your return shipment must be postmarked within 14 days from receipt of your order). Shipping costs are non–refundable. Please note that the shoes must be absolutely free of any markings, scratching or any sign of usage for a refund to take place. All shoes must be tried on for fit and size on clean, carpeted surfaces only until you are sure that you will be keeping them. Our soles are very delicate and we cannot accept returns on shoes that appear worn, damaged or soiled. The sole of each shoe must be in perfect condition. Returned shoes in which the soles appear damaged or worn will not be accepted and will be returned to you at your expense. We have the right to refuse a refund of any shoes which appear to be damaged. We thank you for your understanding.
Exchange Policy - Alejandra G. offers exchange for size, color, fabric or credit for the purchase price of your shoe(s) will be returned to the credit card that was used to make the purchase. Merchandise for exchange must include the original shoe box, dust bag, heel taps (if applicable) and it must be returned to us within 14 days from the date of delivery. Please note that the shoes must be absolutely free of any markings, scratching or any sign of usage for an exchange to take place. All shoes must be tried on for fit and size on clean, carpeted surfaces only until you are sure that you will be keeping them. Our soles are very delicate and we cannot accept returns for exchange on shoes that appear worn or damaged. The sole of each shoe must be in the condition received otherwise we cannot honor an exchange. We also guarantee against manufacturer's defects within sixty (60) days of purchase. Regular wear and tear does not qualify. Customers are responsible for any shipping fee associated with exchanges and shipping fees on all exchanges is non-refundable.
Refunds and Processing Time - Every effort will be made to ensure a prompt refund or exchange and an email notification will be sent once your return has been processed. Once your return is received it will be inspected. If the condition of the merchandise is acceptable then a credit will be issued to the original form of payment within 10 business days of receipt. Please note that depending on your financial institution, it may take additional 2-10 business days for the credit to post to your account. For exact posting dates please contact your credit/debit card customer service number directly.
Alejandra G reserves the right to refuse any return or exchange on merchandise that does not meet the above requirements. If your package is not accepted, it will be sent back to you at your expense and a refund cannot be granted.
Alejandra G will not assume responsibility for reimbursement or compensation in the event a return package is lost, stolen or mishandled. Please keep all tracking details for your records.
Alejandra G. 300 North Lake Avenue, Suite 320 Pasadena, CA 91101 Contact with CustomerService@AlejandraG.com must be made prior to any returns or exchanges. Once authorization for a return or exchange is approves, please fill out the Return Form.
Gift Cards - Gift cards are issued by Alejandra G Limited (“Alejandra G”). The values for gift cards are in US Dollars. Only one gift card can be used per order. Gift cards can be redeemed online at alejandrag.com. Gift cards are emailed to the recipient once the full order has been processed and payment has been taken. The code printed on the gift card must be used for online redemption. Gift cards can only be redeemed against an order which is being made in the same currency as the gift card. Gift cards cannot be exchanged for cash or an alternative currency and carry no cash value. Gift cards can only be redeemed in the currency in which they were created. Gift cards are non-transferable. If you return products that you have purchased using a gift card, you will receive a gift card balance on your account for the appropriate refund amount. Returns of products, to the extent paid using a gift card, will not be refunded in cash, and will be refunded only as value to the gift card. Gift cards are valid for 12 months from the date of their purchase. After 12 months from purchase of the gift card, any remaining balance will be cancelled. Alejandra G will not accept liability for lost, stolen or damaged cards or if a card is used without permission. If any of these occur, please contact Alejandra G immediately. Alejandra G is not liable for delivery of a gift card to an incorrect or non-existent email address. This is the sole responsibility of the purchaser to provide a valid e-mail address for the intended recipient. Alejandra G shall be entitled to cancel a gift card if we deem such action necessary. Gift Cards cannot be used in conjunction with any other offer. Use of this voucher constitutes acceptance of Alejandra G’s terms and conditions set out above. This does not affect your legal rights.
Sale Items Policy
All sale items are final sale. No exchanges or refunds will be made. No Exceptions.
Orders are processed and shipped within 24-48hrs (excluding weekends and holidays.)
Note: normal business hours are Monday-Friday, 9am-5pm PST - Shipping is not available outside of these hours. Once your order ships, you will receive an email notification with shipping confirmation along with a UPS tracking number-you can use this number to find out when your goods should be arriving, as a signature will be required for delivery. Please allow 5-7 business days for your order to arrive. If the merchandise you have selected is out of stock, you will be notified via email. You will only be charged for items that are shipped.
EXPEDITED SHIPPING (U.S.A.)
We also offer 3 Day Select, 2nd Day Air, and Next Day Air shipping on all domestic orders. This fee will be calculated and charged at checkout. Expedited schedule as below:
You will receive your order the next business day by 12:00 pm if your order is placed before 11am PST Monday through Friday. If you place an order before 11am PST on Friday, your order will ship out on Friday and be delivered on Monday. We currently do not offer Saturday delivery. Please note: Any order received after 11am PST Monday - Friday is not guaranteed to ship until the next business day. The first full day after the order is shipped out counts as the first day. If the merchandise you have selected is out of stock, you will be notified via email. You will only be charged for items that are shipped. Overnight service is not available for shipments to Hawaii or Alaska.
You will receive your order within two business days if your order is placed before 11AM PST Monday through Friday.Please note: Any order received after 11am PST Monday - Friday is not guaranteed to ship until the next business day. The first full day after the order is shipped out counts as the first day. If the merchandise you have selected is out of stock, you will be notified via email. You will only be charged for items that are shipped.
You will receive your order within three business days if your order is placed before 11AM PST Monday through Friday.Please note: Any order received after 11am PST Monday - Friday is not guaranteed to ship until the next business day. The first full day after the order is shipped out counts as the first day. If the merchandise you have selected is out of stock, you will be notified via email. You will only be charged for items that are shipped.
Do you ship to P.O. boxes or APO/FPO addresses?
Unfortunately, we do not offer shipping to P.O. boxes or APO/FPO addresses.
Failed Deliveries & Returned Packages
UPS will attempt to deliver a package 3 times with a signature required, after a failed third attempt, the package will be re-routed back to our warehouse and a refund will be issued to the original form of payment. In the event that UPS is unable to deliver a package due to an incorrect address entered by the customer, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, Alejandra G. is not responsible for payment of return shipping costs levied by the courier. Similarly, Alejandra G. is not responsible for the payment of re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery.
Alejandra G. is not responsible for unexpected shipping delays caused by circumstances such as severe weather or natural disasters. We are not responsible for unexpected shipping delays caused by circumstances related to the courier itself, such as clearance delays. In cases such as these, please directly contact the courier with any inquiries about the status of your package: UPS at 1-800-742-5877.
Tracking information will not be available until your package ships and has left our warehouse. Please note: Depending on carrier, tracking information may not be available until 24 hours after courier has received the package. Once your order ships, you will receive a confirmation e-mail with your tracking number. Either click on the tracking number and follow the link or visit ups.com and enter your tracking number. Once your order has shipped from our warehouse, please directly contact your courier with any inquiries about the status of your package: UPS at 1-800-742-5877.
Please note: We do not accept returns on international orders.
Once your order has been processed and shipped, please allow 5-7 business days for your order to be delivered. Shipping fees will be calculated at checkout. A UPS tracking number will be sent to you via email once your order has shipped.
Once your order has been processed and shipped, please allow 5-7 business days for your order to be delivered. Shipping fees will be calculated at checkout. A UPS or Fedex tracking number will be sent to you via email once your order has shipped.
Customs and Taxes
Alejandra G. is not responsible for any customs and taxes applied to your package. You will be responsible for paying these additional charges for customs clearance. We must declare all items at their full price and cannot change this amount to lower custom fees.
Your order may be subject to custom fees or taxes, which are levied once a shipment reaches your particular country. The amount for custom fees and taxes is 20% of the dollar amount of your purchased products. However, the amount does depend on the country to which the order was shipped. Please contact your customs office for a specific amount and percentage breakdown. If you refuse your package, you are responsible for the original shipping charges as well as any custom fees or taxes that are incurred. If the packge is undeliverable and returned to AlejandraG.com, the shipping and return shipping total charges will be deducted from your merchandise payment amount refunded. In the instance that the price to return the merchandise exceeds the total amount of the merchandise including shipping costs, the package will be abandoned and you will not be refunded.
All of our items are listed in US Dollars and we charge your account in US Dollars. The bank that has issued your credit card will determine the exchange rate. To figure out the current exchange rate, please check out:http://www.xe.com/
International orders must ship to the billing address registered to the credit card. No exceptions.