Returns and Exchanges

  • WHAT YOU NEED TO KNOW

  • We hope you love your Sanne Alexandra pieces as much as we do! However, if you need to make a return, please review the following guidelines:

    Returns and exchanges are accepted within 14 calendar days from the date you receive your order. Under the Distance and Home Sales Contracts Act (2005:59), you have the right to withdraw your purchase within this 14-day period. In the event of a dispute, we commit to following the recommendations of the Swedish Complaints Board.

    To qualify for a return, items must be unused, with safety tags attached, and in their original packaging. Items that are worn, damaged, soiled, or altered may not be accepted and could be sent back to you.

    If you received an incorrect or damaged item, please refer to "How to Make a Claim" below.

  • HOW TO MAKE A RETURN

    REGISTER RETURN 

  • Please note that we have a handling time of 15-20 calendar days of returns.

    To initiate a return, please click here, and you’ll be redirected to our returns service. Once you submit the form, we’ll follow up with an email containing further instructions.

    Please keep the following in mind:

    • The original shipping fee and any import charges related to your order are non-refundable.
    • Returns sent after the 14-day window from receipt may not be accepted and could be returned to you.
    • When dropping off your return package at the post office, we strongly recommend obtaining a tracking number and proof of postage for your records.


    Return shipping costs are as follows:

    • Within Sweden: 99 SEK.


    If you need any assistance with your return, feel free to contact us at hello@sannealexandra.com.

  • HOW TO MAKE AN EXCHANGE

    REGISTER EXCHANGE 

  • Please note that we have a handling time of 15-20 calendar days of exchanges.

    One exchange within Sweden are free of charge. If you’d like to request a different size or length on bottoms, please click here, and you’ll be directed to our exchange portal. Once the form is submitted, we’ll follow up via email with further instructions.

    Please keep the following in mind:

    • We offer one free exchange per order. If a second exchange is needed, shipping costs will apply.
    • Returns or exchanges cannot be accepted after 14 days from the date of receipt; items sent beyond this period may be returned to you.
    • We recommend obtaining a tracking number and proof of postage when dropping off your package at the post office for your records.


    For exchanges outside of Sweden to a different size or item, please place a new order on our website and register your return here. Refunds for your return will be processed within 15-20 business days once received at our warehouse.

    For any questions or assistance with your exchange, please contact us at hello@sannealexandra.com.

  • HOW TO MAKE A CLAIM

    REGISTER COMPLAINT 

  • Please note that we have a handling time of 15-20 calendar days of claims.

    If you've received a defective item or the wrong item (such as an incorrect size, color, or product), please click here and follow the steps to file a claim. Select the tab labeled "Is your product defective? Click here to register a claim" at the top, and be sure to attach a photo showing the defect.

    Once your claim is submitted, we’ll get back to you via email with further instructions.

    Our priority is to repair the product whenever possible, extending its lifespan and minimizing environmental impact. If repair isn’t feasible, you’ll receive a full refund without any additional shipping fees.

    If you'd prefer a replacement, please first register your claim. Then, place a new order for the desired item. Once your claim is processed, we’ll refund the full amount for the returned product.

    Please note:

    • When dropping off your package at the post office, we recommend obtaining a tracking number and proof of postage for reference.


    For any questions or help with your claim, feel free to contact us at hello@sannealexandra.com.

  • HOW LONG DOES IT TAKE TO GET A REFUND?

  • Your refund will be issued as soon as we receive and process your return. Please allow up to 15-20 calendar days from the arrival of your package for the refund to be completed. The refund will be credited back to your original payment method.

  • UNCOLLECTED ITEMS

  • 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.

Return Fees

Austria

  • UPS Standard: 17€

Belgium

  • UPS Standard: 17€

Bulgaria

  • UPS Standard: 17€

Czech republic

  • UPS Standard: 17€

Denmark

  • UPS Standard: 99 DKK

Estonia

  • UPS Standard: 17€

Finland

  • UPS Standard: 15€

France

  • UPS Standard: 15€

Germany

  • UPS Standard: 15€

Hungary

  • UPS Standard: 17€

Iceland

  • UPS Standard: 17€

Ireland

  • UPS Standard: 17€

Italy

  • UPS Standard: 17€

Latvia

  • UPS Standard: 17€

Luxembourg

  • UPS Standard: 17€

Norway

  • DHL Parcel Connect: 230 NOK

Poland

  • UPS Standard: 17€

Portugal

  • UPS Standard: 17€

Slovakia

  • UPS Standard: 17€

Spain

  • UPS Standard: 15€

Sweden

  • DHL Service Point: 99 kr

Switzerland

  • DHL Express: 30€

The Netherlands

  • UPS Standard: 15€

USA & Canada

  • DHL Express: 35$