FAQ

Happy to see that you found your way in here. On this page we have collected our most frequently asked questions and answers. If you need any further information or have another question for us do not hesitate to email us at hello@sannealexandra.com or send us a DM on here. 

About us

Our ambition is to create and design clothes that suit all body shapes, we always strive to listen to your thoughts on fits and sizes to be as inclusive as possible. Right now we offer the size range 32 - 44 and XXS - XXL. To create clothes that you feel comfortable in and that makes you feel at your best while wearing it is something we always have in mind while designing our products.

Our customer service team works office hours Monday-Friday from 09.00 to 17.00 (CET). We aim to answer all of your questions and help you with your errands on the same day, but please allow up to 48 hours for a response. Thank you!

Returns and Exchanges

Please click here to register your return, exchange or claim with your order number and your email.

If you didn't receive a return label when you registered your return, please send an email to our team at hello@sannealexandra.com

If you haven't registered your return please do it via this link.

You can find the return fees for your country by clicking here.

Please note, the initial shipping fee will not be refunded.

Returned items must be unused with original tags.

Within 14 days of receipt of the goods, we will refund the product value

In case of dispute, we promise to comply with the recommendations of the Swedish Complaints Board.

Do not forget to first register your return here.

We offer one free exchange in Sweden. Register your exchange here.

If you wish to make an exchange to a different size or item, outside of Sweden. Please place a new order on our website and register your return here.

From the day you send your package back to us it can take up to 15-20 calendar days before our warehouse has received and registered the package. Please note that it can take an additional 5 working days before the money reaches your account.

CLAIMS

Please register your complaint via this link with your order number and your email.

Approved claims are free of charge and registered through the link given above

If you wish to get a new product you first need to register your complaint by clicking here. You then need to make a new order on the product that you want.

When your complaint has been handled you will be refunded of the entire amount.

Payment

We offer Klarna, PayPal, Swish (only in Sweden) and payment by card as payment options.

Shipping

Standard delivery time in Sweden is 1-3 business days.

We reserve the right to extend the delivery time due to customs.

You can find all delivery times here.

The shipping fee depends on the shipping method you choose and the country you would like to ship to. Please go to the check-out and fill in all shipping information. Then you will choose the different shipping options and prices.

You can also find the shipping fee under our shipping policy.

If an order is abandoned and not imported according to shipping terms when ordering outside of EU, an additional fee of 50 USD/40 GBP will be charged at return.

If an order is abandoned when ordering in Sweden or EU an additional fee of 130 SEK/15 EUR/170 NOK/110 DKK will be charged at return.

When your order has been sent from our warehouse you will receive a tracking number so you can follow your shipment. If you haven’t received any emails within 24 hours of placing your order, please contact our customer service at hello@sannealexandra.com

After your order has been sent from our warehouse you will receive an email with your shipping information including a tracking number. If you need further assistance please contact our customer service at hello@sannealexandra.com

We ship from our warehouse located in Skurup, Skåne.