RETURNS & EXCHANGES
Making a return or exchange is easy. Just make sure you email us at alexk@alexandrakoumba.com the request TITLED according to the reason:
options are: "Request for Return NO REASON","EXCHANGE", "REFUND",or "RECONDITIONING" and send your item(s) back to us within 14 days. Please add the link of the product you are returning in the email and write your reason for return.
All items returned should have the printed receipt or transaction Order number included in the package to efficiently complete the process; unidentified returns may be returned to the sender.
To request a refund, select the same payment method you chose to purchase the initial merchandise. Please note, store credit is valid for three months from the issue date.
Thank you!
Our policy
Your merchandise returns for no reason are welcomed to us within 14 days upon delivery as long as they are returned in the exact same condition we shipped them to you, including the same packaging, designer and brand tags. Our designer and brand packaging is our tissue paper, pouches, boxes, and metal and paper tags which should be included with your return package.
Faulty goods Please email us at alexk@alexandrakoumba.com if any of your purchases were received with any damages, damaged packing, missing tags or packaging material. Goods are faulty if they are received damaged or where a manufacturing fault occurs within 14 days of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty and shipping them back to you will be at your expense if you still need them shipped back. Inbound Shipping back to us is at your cost, will debit your account upon receipt of the goods if proved Faulty under our policy.
Reconditioning (in PLATING OF METAL PARTS, GIFTS AND JEWELRY)
There is no quality guarantee for gold, silver or metal plating given to our merchandise. However if you would like us to re-plate it as a service of reconditioning your item, we are happy to do so within the US with a flat fee of €20 plus shipping for jewelry items, €35 for the home and gift items and any items that are large in size. For international returns we can email you about your preferred shipping options.
Email us your request TITLED as: Request for Reconditioning and include a foto in white background of your item showing clearly where the scratches or areas to place our most attention are. Please wait for our reply with our confirmation of acceptance before you ship the item to recondition.
EXCHANGE ONLY:
- You can exchange items for a different size or item of a higher value than the original item purchased. We will charge you the difference in value to pay by the same payment method you provided.
- If you’d like the same piece purchased in another color of plating, we will be happy to do so with a flat rate of €20 plus shipping for jewelry items only.
- If you would like to exchange a faulty item instead of obtaining a refund, and it cannot be repaired or the same product is not available, you can choose another product of a higher value than the initial item purchased. Where possible, we will offer to repair faulty items.
- If you'd like to exchange an item because you like another color of plating or the size isn't right for you, please choose the replacement color or size and email us at alexk@alexandrakoumba.com the request TITLED as: Request for Exchange
