ONLINE SHOPPING AND PAYMENTS

Do I need to register to purchase something from the online shop?

Yes, registration is required to place an order on the online shop.

How do I add products to my shopping bag?

To add products to your shopping bag, follow the following steps:

How do I make changes to my shopping bag?

At first please click on your shopping bag by clicking on the bag icon at the top of any page.
Before going to Checkout, you can make the following changes in your shopping bag if you need to:

How do I proceed to checkout?

Our checkout process is designed to help you complete your order and finalize your online shopping visit quickly and easily. If you have already registered your e-mail address with ALEXANDRA FRIDA, or created an account at our online shop before, you can use your e-mail address to login. Otherwise, you can create an account. Having an account will give you access to handy features such as the address book and your personal order history.

The first two steps of the checkout ask for your delivery and billing address. If you have stored an address during previous checkouts, you can also use the address book to select this address.

Next is the payment information. You can either choose to pay with credit card, bank transfer, Ideal or PayPal. Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page. Please note that to ensure the safety of your data, your debit- or credit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your ALEXANDRA FRIDA order overview. Please check all the information on this page, since this is your last chance to correct it. After hitting ’CHECK OUT / CONFIRM ORDER’, your order will be processed and sent to the warehouse. From this point on, if you have registered with the ALEXANDRA FRIDA online shop, you can track your order in your account.

Can I place an order over the phone?

No, you can’t order products over the phone.

What could be the status of my order?

After you have placed your order on the online shop, your order can have one of the following statuses:

ORDER CONFIRMED
This means that you have placed an order successfully. You should receive this confirmation within minutes of placing your order by email. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.

ORDER SHIPPED
This means that your order has been shipped from our warehouse and it is on the way to you. An email will be sent out just after your parcel has left our warehouse, informing you of this. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.

ORDER RETURNED
Your returned order was received at our warehouse. Your refund will be initiated, following any necessary inspections.

What methods of payment are accepted?

The following payment options are available:


Please note that you will receive your invoice as a PDF attachment with our delivery notification.

What if I forgot my account password?

If you have forgotten your account password, please click on Sign In and then on the “Forgotten password” link and we will email you a link to create a new password.

How can I solve problems viewing the FRIDA By ALEXANDRA FRIDA online shop?

If you are having problems viewing the online shop, you could try deleting the cookies and the temporary internet files. This should help to solve your viewing problems. Please ensure that your cookies are enabled.

We support the following browsers: Safari, Internet Explorer, Firefox and Google Chrome.

How do I calculate the import price of my product?
Each costumer will be responsible to calculate the import charge according to his/her country of residence.



HANDLING AND SHIPPING

When will my order be shipped?

When will I receive my order?

Most orders begin processing as soon as your online purchase is completed.

DELIVERY TIMES

You will receive an email notifying when your order has been shipped.

PUBLIC HOLIDAYS

Please note our warehouse is closed on the following dates:
 01/01, 18/04, 20/04, 21/04, 26/04, 04/05, 29/05, 08/06, 09/06, 05/12, 06/12, 25/12, 26/12, 31/12.

For orders placed on, or the day before one of these dates, delivery time will be extended by 1 – 2 working days.

What are my shipping charges?

At checkout, you will be prompted to choose a shipping method for your product(s). Your total shipping charges will automatically compute during checkout prior to the completion of your order.

Can I have a different delivery address to my billing address?

Yes, it is possible. During the checkout process you can choose different addresses. Please note that this option is only valid for addresses within the same country.

How do I track my order?

You can track your order by going to your Order History under My Account. Go to the order details of the order that you want to track and click on the tracking number in the “Details” column. This takes you to the carrier’s website where you can find the most up-to-date information available.
Please note that until the carrier updates their computer with your tracking information, you’ll be unable to track your order via the web. It is therefore possible that when we provide you with the tracking link, on the first day after you place your order, no tracking information will be available yet. However, the carrier usually updates their information within one business day of the time that we provide you with the link, so if no information is available yet, please check again later.
Some orders are packaged in more than one box. Each box will have its own unique tracking number. Customized products are shipped separately and have their own unique tracking number.

Possible statuses are:

ORDER RECEIVED
This status means that your order has been received by the system but that it hasn’t yet been processed by our order management team. You will also receive an e-mail to confirm that an order has been received by us.

ORDER IN PREPARATION
This status means that your order has been transferred to the warehouse and that your goods are being picked and prepared for shipping.

ORDER SHIPPED
This status means that your order has left our warehouse and is now either in the hands of the carrier or has already been delivered by the carrier. You can click the carrier’s tracking link, which is also provided with this status, and see where your package is at the moment. When your order leaves our warehouse, you will also receive an e-mail with the order tracking link.

RETURNS RECEIVED
This is an additional status that will appear in case you have decided to return (part of) your order. This will indicate that the returns have been received and accepted. You will also receive an e-mail when your returns have been received and accepted.

ORDER COMPLETED
This status is indicated when the order is no longer traceable at the carrier’s website because the order has taken place too long ago.

Can I change my order?

Once your order has been placed, it immediately starts going through our ordering process. While you can’t change the order you’ve just placed, you can return any products you don’t want by following our Returns and Exchange policy.

If you want to order something new, you may place a new order online or feel free to send us an email at customerservices@alexandrafrida.com. Our office is open from Monday to Friday from 09:00am to 06:00pm local Amsterdam time.

Can I cancel my order if you haven’t shipped it yet?

Yes you can cancel your order within 24 hours of placing the order online by emailing us at customerservices@alexandrafrida.com, please include your order details in this email and reason of cancelation. After 24 hours we will not be able to cancel your order and you may return any products you don’t want by following our Returns and Exchange policy.

Can I change my shipping address after my order has shipped?

Yes, but it depends on the time passed by after you have placed the order at our online shop. We recommend you to contact our office by email at customerservices@alexandrafrida.com. Please note that a change is normally only possible when the carrier has not picked up your order from our warehouse already.

Within the end of the same business day that your order has been shipped you will receive your shipping notification. With your shipping notification you will receive a tracking link for your order. From this link you are able to see if the carrier was able to change your address.

Our online shop customer service team is available Monday through Friday from 09:00am to 06:00pm.
You can email us at customerservices@alexandrafrida.com. Our advisers are happy to assist you.

How long after I get my shipment confirmation e-mail can I track my order?

Your shipment confirmation email should include a link to track your order online. There may be some delay between the status of an order being updated on the website, however this is normally only brief. Tracking information should be available as soon as you receive this email.

Why has my order been cancelled?

Your order may have been cancelled for a number of reasons. The most common one is if the product that you ordered is unfortunately no longer in stock. Naturally we do our best to deliver on all customer orders however, very occasionally, we do have issues with stock levels. To get a clear understanding why your order was cancelled we recommend you to send us an e-mail at customerservices@alexandrafrida.com.
Our office is open from Monday to Friday from 09:00am to 06:00pm and we will be happy to assist you.

Where do you ship my orders from?

We ship all orders from our Atelier in Amsterdam, The Netherlands.

Can I choose a delivery date/hour?

Unfortunately, it is not possible to choose a specific date and hour. You can try to contact our delivery service Fedex (www.fedex.com) directly to organize a possible delivery date.

What should I do if my order has not been delivered yet?

If your order has not been delivered within the estimated period, we suggest that you contact us by email at customerservices@alexandrafrida.com.



RETURNS

What is your exchange policy?

Unfortunately we are currently unable to exchange products. This is because we are only able to reimburse you for a returned item once we have received it at our warehouse. If you wish to exchange a product (to order a different size for example) you may of course place a new order. You will need though to return your original purchase for a refund. It is only possible to get a refund on returns when the return is in line with our Returns and Exchange policy.

What are the return rules and restrictions?

If you are not fully satisfied with your order, our Guarantee of Satisfaction will ensure that you obtain a refund. Simply follow the guidelines explained in this section.

OUR GUARANTEE

Our Guarantee of Satisfaction is unconditional. If you find the products purchased from our web site don’t perform to your needs (subject to normal wear and tear), return your order for a refund.
Because we want you to be 100% satisfied, you can return your purchase(s) made at alexandrafrida.com within 14 days. All return packages must be shipped using a form of traceable shipment. We cannot assume responsibility for misdirected or lost shipments.

RETURN POLICY

You may return your purchase within 14 days from receipt for a full refund. If the return falls outside of this period, or the item is worn, damaged or not in its original packaging, FRIDA By ALEXANDRA FRIDA cannot accept the returned items and cannot give a refund. Clothing returns can only be accepted if the original label/cardboard hangtag has NOT been removed.

EXCHANGE POLICY

Alexandrafrida.com does not exchange products. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our Return and Exchange policy.

What should I do if I received the wrong product?

If you have received an incorrect product, we recommend you contact us by e-mail at customerservices@alexandrafrida.com and let us know the details of your order. We are available from Monday to Friday from 09:00am to 06:00pm local Amsterdam time. They will then assist you further.

What should I do if the product arrived damaged or defective?

If you have received an incorrect product, we recommend you contact us by e-mail at customerservices@alexandrafrida.com and let us know the details of your order. We are available from Monday to Friday from 09:00am to 06:00pm local Amsterdam time. They will then assist you further.

Will you credit back my shipping costs if I return my order?

Unfortunately we do not credit back the shipping costs unless you have received a wrong order, damaged or defective product.

When will I get my refund?

Your refund will be processed as soon as the product you have returned is inspected by our team and it is confirmed that it fits within our returns policy. This quality check can take up to 1 week though generally less after reception of the product. Once the return has been approved, it takes 1-2 days for the refund to be made by FRIDA By ALEXANDRA FRIDA to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
For further information please feel free to send us an e-mail at customerservices@alexandrafrida.com, we are available from Monday to Friday from 09:00am to 6:00pm local Amsterdam time.

What if I can’t find the answer to my question here?

If you cannot find the answer to your question here, we recommend you to send us an e-mail at customerservices@alexandrafrida.com. We are available from Monday to Friday from 09:00am to 06:00pm local Amsterdam time. We are happy to assist you.



TERMS & CONDITIONS

1. GENERAL

The following terms and conditions apply to all orders placed by the customer (hereinafter referred to as ”you”) with ALEXANDRA FRIDA, hereinafter referred to as “ALEXANDRA FRIDA”, "us" or ”we”, at the ALEXANDRA FRIDA website, mobile website, or mobile application, via telephone or order form in catalogue (jointly referred to as “alexandrafrida.com”).

By using alexandrafrida.com and/or placing an order, you agree to be bound by the terms and conditions set out herein (the ”Terms”). Please make sure you have read and understood the Terms before placing your order.

Only persons 18 years or older, who are not under guardianship, with a residential address can place an order.

The inclusion of any products or services on alexandrafrida.com at a particular time does not imply or warrant that these products or services will be available at any time. We reserve the right to discontinue any product at any time.

We reserve the right to amend these Terms from time to time without prior notice to you. The version of the Terms that will apply to your order will be those on alexandrafrida.com at the time you place your order.

2. PRICES AND DELIVERY

The prices displayed at alexandrafrida.com include the statutory Value Added Tax but do not include a delivery charge. If the VAT rate applicable on the date of the order is changed after the order has been made, the change will be reflected in the price of items without you being notified.

The delivery charge for each order will depend on the type of shipment, which is selected at check out. The cost for each delivery method is clearly indicated during the check-out process. If we are unable to deliver your order in full and have to make more than one delivery, there will not be an additional charge for any subsequent deliveries.

3. ORDERING / CONCLUSION OF CONTRACT

The ordering options available to you are via alexandra.co or email. Please visit our contact page for further information.

Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation. If for any reason we are unable to fulfill your order, we will let you know at the earliest opportunity. If we have already received payment for such order, we will attempt to refund the applicable amount using the same method used to make the payment. If, for any reason, alternative arrangements are necessary, an ALEXANDRA FRIDA representative will contact you to settle the refund.

Any order must total at least 25,00 EURO (after deduction of discounts) in order to be processed.

4. DELIVERY

ALEXANDRA FRIDA exercises the utmost diligence in accepting and processing orders and will endeavor to deliver your order to a residential address, in accordance with your selected delivery option.

ALEXANDRA FRIDA endeavors to dispatch orders in the fastest possible time and in the order in which they are placed. We aim to deliver within 30 working days following confirmation of an order, unless otherwise agreed. Though we aim to deliver within the communicated time frame, delivery may take longer due to unexpected events. We are not responsible when these unexpected events occur, which are out of our reach.

In the unlikely event the delivery time exceeds 60 days, you may cancel your order.
Before you place your order, you will be informed of the expected delivery details. Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation with your expected delivery details.
You will find the full Shipping and Delivery Policy at alexandrafrida.com.

If your order does not arrive by the scheduled date, please contact ALEXANDRA FRIDA Customer Service via email at customerservice@alexandrafrida.com

5. WITHDRAWAL OF ORDER

You may cancel or return your order from the date you place the order until 14 days after receipts of goods of the ordered items. If you have been charged for the items, you will receive a refund, which will exclude ALEXANDRA FRIDA’s shipping costs.
Should you choose to keep certain items and only partially cancel your order, the delivery cost will not be refunded. You will find the full Returns and Exchanges Policy at alexandrafrida.com.

If you wish to cancel or return your order, please provide us with notice in writing either by post, preferably by using the pre-printed return form in your parcel, by sending a letter to ALEXANDRA FRIDA Govert Flinckstraat 116 BG, 1072 EL Amsterdam The Netherlands or via email to customerservice@alexandrafrida.com; or by filling in and submitting the standard form issued by your local Consumer Rights Authority; and return the item(s) to us as set out in section 6 (Returns) below within the 14 day period set forth in section 5.1 above. We will provide a refund attempting to use the same method used to make the payment (or, if the items have not yet been paid for, reflect the return of the items in your account balance) as soon as possible and at the latest within 14 days of receiving your notice of cancellation, provided we have received the items or evidence of you having sent back the items. Another payment method may be used for the refund, provided that you consent to such change; in any case this will not generate any additional charges.
If the item you have received is defective, please notify ALEXANDRA FRIDA promptly and return the item in accordance with section 6 (Returns) below.

ALEXANDRA FRIDA will, for any products deemed defective, provide a full refund. The provisions set forth herein do not limit any applicable statutory rights.

6. RETURNS

You have the right to cancel your contract within 14 days of delivery of goods, provided that all items are returned in the same condition they were in upon your receipt. This means the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact. You will receive a refund which will exclude ALEXANDRA FRIDA’s shipping costs.
The only possibility to return the items it through shipping in which ALEXANDRA FRIDA is not responsible for any shipping costs.

7. PAYMENT METHODS

You can pay for your goods in various ways as set out below.

 
You can enter your payment details at the time you place your order using a valid credit or debit card (American Express, VISA or MasterCard). The applicable amount will immediately be reserved on your card but will not be debited until the goods are dispatched. ALEXANDRA FRIDA reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

Payment after delivery is not possible at alexandrafrida.com.

8. OUR LIABILITY

Nothing in these Terms shall exclude or limit ALEXANDRA FRIDA’s liability with regard to any matter for which it would be unlawful for us to limit or exclude our liability.

ALEXANDRA FRIDA accepts liability for death or personal injury caused by our negligence or that of our employees and agents. We do not seek to exclude liability for fraudulent misrepresentation by us or our employees or agents.

If we breach these Terms, we shall only be liable for losses which are a reasonably foreseeable consequence of such breach.

ALEXANDRA FRIDA is not responsible for indirect losses which are a side effect of the main loss or damage, for example loss of profits or loss of opportunity; or for failure to deliver the goods or to meet any of our other obligations under these Terms where such failure is due to an event that is beyond our reasonable control, which includes but is not limited to fire, flood, storm, riot, civil disturbance, war, nuclear accident and terrorist activity.

Our maximum liability to you for any loss or damage arising in connection with your order on alexandrafrida.com shall be limited to the total price of your order.

9. COLOURS

We make all reasonable efforts to accurately display the attributes of our products, including composition and colours. The colour you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colours.

10. GUARANTEE

If there are defects in the goods you have purchased, ALEXANDRA FRIDA abides by all statutory guarantee regulations. If you have a complaint regarding obvious material or manufacturing faults in goods that we have supplied, including damage incurred in transit, please let us know by returning the goods to us without delay by using the provided pre-printed return form.

11. ASSIGNMENT

ALEXANDRA FRIDA reserves the right to assign or pledge to third parties any claim(s) for payment including any payment instalments which have arisen in connection with the delivery of goods.

12. SEVERANCE

If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.

13. OWNERSHIP OF RIGHTS

All intellectual property rights, such as trademarks and copyrights at alexandrafrida.com remain with ALEXANDRA FRIDA and its subsidiaries or licensors. Any use of alexandrafrida.com or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of ALEXANDRA FRIDA.

14. COMPANY INFORMATION

ALEXANDRA FRIDA
Registered office:
Govert Flinckstraat 116 BG
1072 EL Amsterdam
The Netherlands 

Registered number: 55394507
VAT no: NL153585432B01 

Registered in The Netherlands.



If there are any questions regarding this terms of conditions you may contact us using the information below.

alexandrafrida.com

ALEXANDRA FRIDA
116 Govert Flinckstraat BG
1072 EL Amsterdam
The Netherlands

customerservices@alexandrafrida.com