How is Alex an Alexa handling the covid-19 (Coronavirus)?

With current developments regarding the COVID-19 (coronavirus) crisis, we want to send our thoughts to everyone who’s part of our global community and their loved ones, hoping you all stay healthy and well.

We also wish to reassure you that we are strictly following the advice of the World Health Organisation and local authorities' guidelines to make sure we keep the highest possible hygiene and safety standards. The health and safety of our employees, customers and partners is our top priority.

Please note that our warehouse is fully automated and that your order will have minimal human contact only during shipping. Our team and our partners are maintaining strict hygiene routines at all times.

We've had to make slight changes to our delivery timeframes, but you can find the expected delivery date when you get to checkout. Despite the recent developments we are open for business as usual and working hard to deliver orders with minimum delay.

Our customer service is happy to answer any concerns or inquiries. Please feel free to reach out.

We will get through this together!

Where is my package?

To track your order you just add your order number and the email address you used when purchasing your order.

Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with tracking number / package ID. By clicking the tracking link in the delivery confirmation you will be directed to the courier website and will display the latest information about your delivery.

How do I make an exchange?

Just want to exchange to another size? Register your exchange online!

With current developments regarding the COVID-19 (coronavirus) we understand that planning a parcel drop-off has become more challenging.We are, therefore, extending our returns period from 30 to 100 days so that you have the option to return all unworn pieces (with original labels and packaging) without delay.

You can handle your exchange in two ways, either you click on "Register exchange" or follow the steps below:

• Please place a new order and return the unwanted item.

• If you purchased your items at a special price please contact our customer service for help.

• Fill in the return form that is included in your package.

• Attach the return label to the package (if you country qualifies for free returns).

• Tape the package again and pack it carefully.

• Fill in and attach the commercial invoice to the outside of the parcel if your return is from outside of the EU.

• For countries that qualify for free returns you may contact UPS to arrange for a free collection or take it to your nearest UPS collection point.

 

Don't have a commercial invoice? Don't worry - click here to get yours!

With current developments regarding the COVID-19 (coronavirus) we understand that planning a parcel drop-off has become more challenging.
We are, therefore, extending our returns period from 30 to 100 days for for our US and UK customers so that you have the option to return all unworn pieces (with original labels and packaging) without delay.
Countries that qualify for free returns are as follows:
UK, USA, Australia, Germany, Finland, United Arab Emirates, Ireland, Saudi Arabia, Norway, Denmark, Sweden, and France.
 
If you do not qualify for free returns please take your package to any courier of your choice or the local post and pay all shipping fees to have it returned to us. 
Here is the address your return should be sent to:
Alex and Alexa
Babyshop Sthlm Logistics AB
Norra Stigamovägen 4
556 50 Jönköping
Sweden
 
All returned items should be wrapped and well packaged so that the packaging is not damaged. Return all items with original packaging if possible and the tags must still be attached. You may not tape or paste anything directly on the product's original packaging.
 
The right to return or exchange a product does not apply to goods with broken seals / without tags. The right to return or exchange a product also does not apply to certain items due to health or hygiene reasons, such as underwear, pacifiers, baby bottles, breastfeeding inserts, hair accessories. Due to security reasons, the right return or the right to exchange does not apply to mounted prams and child seats. (Exceptions are made for returns of a breastfeeding bra where you have tried breastfeeding)
 
NOTE! You are the customer who has the financial responsibility for your shipment coming to us. Please note the package ID of the package that you ship in return to us and request a receipt.

How do I make a return?

For a faster return process - register your return online!

With current developments regarding the COVID-19 (coronavirus) we understand that planning a parcel drop-off has become more challenging. We are, therefore, extending our returns period from 30 to 100 days so that you have the option to return all unworn pieces (with original labels and packaging) without delay.

The right to return or exchange a product does not apply to goods with broken seals / without tags. The right to return or exchange a product also does not apply to certain items due to health or hygiene reasons, such as underwear, pacifiers, baby bottles, breastfeeding inserts, hair accessories. Due to security reasons, the right return or the right to exchange does not apply to mounted prams and child seats (exceptions are made for returns of a breastfeeding bra where you have tried breastfeeding).

Countries that qualify for free returns are as follows:
UK, USA, Australia, Germany, Finland, United Arab Emirates, Ireland, Saudi Arabia, Norway, Denmark, Sweden, and France. Please note that the countries that qualify for free returns MUST choose UPS as the delivery method when placing the order. A prepaid UPS return label will be provided inside the package when the order is delivered.

With current developments regarding the COVID-19 (coronavirus) we understand that planning a parcel drop-off has become more challenging.
We are, therefore, extending our returns period from 30 to 100 days for for our US and UK customers so that you have the option to return all unworn pieces (with original labels and packaging) without delay.

Don't have a commercial invoice? Don't worry - click here to get yours!

You can handle your return in two ways, either you click on "Register return" or follow the steps below:

• Fill in the return slip that is included in your delivery.

• Add the return slip to the package.

• Tape the package again and pack it carefully.

• Fill in and attach the commercial invoice to the outside of the parcel if your return is from outside of the EU.

• Take your package to any courier of your choice or the local post.

Here is the address your return should be sent to:
Alex and Alexa
Babyshop Sthlm Logistics AB
Norra Stigamovägen 4
556 50 Jönköping
Sweden
  • NOTE! You are the customer who has the financial responsibility for your return coming to us. Please note the package ID of the package that you ship in return to us and request a receipt.

All returned items should be wrapped and well packaged so that the packaging is not damaged. Return all items with original packaging if possible and the tags must still be attached. You may not tape or paste anything directly on the product's original packaging.

Feel free to contact our customer service team if you have any more questions!

How do I make a claim on a product?

Sometimes a product does not meet the quality you want and then we will of course help you to make a claim.
 
Follow the steps below and complete your claim with information so we can handle your case faster:
 
Issuing a claim for clothing, shoes, furnishings, toys:
- Send a claim to us via our web form on the customer service page
- Always include your order number when making a complaint
- Describe the defect on the product
- Always attach a picture of the damaged product / goods so that we see what the problem is
- We will then process your case as soon as we can and will return to you as soon as we have been notified by the supplier.
 
Issuing a claim for a stroller:
- Send a claim to us via our web form on the customer service page
- Always attach order number when making a complaint
- Describe the defect on the product
- Always attach image / video so we can see what the problem is.
- Always attach the serial number on your stroller as well as the manufacturer. Serial numbers are usually found on the chassis at the wheels or the strollers shopping basket.
- We will then process your case as soon as we can and will return to you as soon as we have been notified by the supplier.
 
Issuing a claim for a car seat:
- Send a claim to us via our web form on the customer service page
- Always attach order number when making a complaint
- Describe the defect on the product
- Always attach image / video so we can see what the problem is.
- Always attach the serial number on your car seat as well as the manufacturer. Serial numbers are usually found on the plastic or back of the car seat.
- We will then process your case as soon as we can and will return to you as soon as we have been notified by the supplier.
 
If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint, then we always have a case number to refer to.
 
We kindly ask that you to wait when making a claim because it may take time to receive a response from the supplier. Our absolute goal is, of course, to resolve the matter as quickly as possible.
 
In case of a dispute, we will follow the recommendations of the Swedish Complaints Board. If you received an incorrect item sent to you or if the item is not in the expected state, please contact our customer service through our web form on the customer service page. This must be done within 7 days of when you receive your order.