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.Â
About us
Sizing
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.
Contact
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
How to make a return
Within Sweden & Europe
Please click here to register your return, exchange or claim with your order number and your email.
Outside of Europe
Please send an email with your order number and the items you wish to return to; hello@sannealexandra.com
I need a return label
If you didn't receive a return label when you registered your return, please send an email to our team at Turnr help@turnr.se
If you haven't registered your retunr please do it via this link
Return fee
Within Sweden return fee is 99 SEK
Outside of Sweden return fee is 180 SEK
Return policy
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.
If you need a return slip please send an email to our team at Turnr, do not forget to include your order-number: help@turnr.seÂ
Do not forget to first register your return here: https://returns.turnr.se/sannealexandra
Exchange
Please register your exchange via this link with your order number and your email.
Exchange can be done within 14 days from order date
Exchange fee within Sweden is 50 SEK
Exchange fee outside of Sweden is 130 SEK
How to make a claim
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
Handling time
From the day you send your package back to us it can take up to 15 - 18 working 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.
Payment
Payment methoods
We offer Klarna, PayPal and Creditcard as payment options.
Shipping
Delivery time
We reserve the right to extend the delivery time due to customs.
Delivery time
Within Sweden 3-5 working days
Within Europe 5-7 working days
Rest of the world 7-14 working days
Due to Brexit regulations we are not able to ship to UK at the moment. We are hoping to solve this shortly.
Shipping methods & fees
Standard shipping within Sweden is 60 SEK
Standard shipping within Germany is 125 SEK (about €12 depending on the daily exchange rate)
Shipping with Deutsche post within Germany is 130 SEK (about 12€ depending on the daily exchange rate), note that this option is only valid on orders over 2500 SEK (about 227€ depending on the daily exchange rate)Â
The cost for shipping within Europe is 145 SEK
The cost for shipping to Norway and non EU European countries is 235 SEK
The cost for shipping to the rest of the world is 350 SEK
For our Norwegian customers; We use the VOEC scheme (VAT On E-Commerce) which enables you to pay your Norwegian value-added tax (VAT) directly at the checkout.Â
All total purchase prices and shipping fees are excluding customs duties, import fees, or any other local charges.Â
Failed to collect your item
For orders that are unclaimed within the specified dates given for the collection, the customer will be charged 130 SEK in addition to the initial shipping fee.
Shipping information
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
How do I track my order
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
Where do we ship from
We ship from our warehouse located in Skurup, Skåne.