Delivery Options

NOTICE -

With the slow down of the postal services, couriers and staff, there will be inevitable delays in both picking and delivery of your order. We have issued free delivery on all orders for this reason.

We understand this can be frustrating, but we are sure you understand in these unprecidented times.

Thank you for your understanding and patience.

Standard Delivery

Orders placed before 3pm are usually dispatched same day, any orders placed after this time are dispatched the next working day.

Special deliveries

In order to ensure a guaranteed next day delivery by 1pm, your order needs to be placed before 2pm. Any special delivery requests after this time will be dispatched the next working day.

Tracking Information

If your order qualifies for a specific type of postage (ie. next day delivery or special delivery) your tracking number will be sent with your confirmation email. You may use this code to track the location of your parcel here: https://www3.royalmail.com/track-your-item

If you have a 'signed for' parcel being delivered, please note that the tacking code will only update at the time a signature is provided. You will not see any updates before this.

Click and Collect 

All orders placed by 3pm should be ready for collection within 24 hours; however please check your emails regularly in the event we have contacted you regarding your order; we wouldn’t want you to make the journey to collect if your order wasn’t ready due to one of the exceptions noted in the exceptions section below.

Order and Collect Terms

If you have placed your order online and have chosen to collect in-store, please ensure you bring a valid form of identification with you (passport, driving license, military or services ID) and your confirmation email (print out or digital is fine). For security reasons only the person who is named on the payment method of the order can collect that order in-store.

Please note that we will hold orders for a maximum of 1 month, during which time we will remind you regularly to collect your goods. If your order has not been collected within this time period it will be restocked and we will be unable to refund any monies paid to us for the order.

Additional Delivery Instructions

You may tell us of any additional requirements you have with your order or delivery in the “Order Notes” when placing your order, please note that we cannot be held responsible for missing items if special delivery instructions (i.e. “leave in porch”) are requested in the order notes.

Missing Deliveries

In the rare event that you haven’t received your item within the estimated time slot then please contact us on 02392 698285 or email: sales@alexandrasports.com with your order details and we can track your parcel and find out what’s happened.

All claims for missing items must be made within 28 days of the estimated delivery date.

Exceptions

Apart from the delivery time exceptions, noted above, we do have a few exceptions where deliveries are either not possible or our customer service team will need to contact you to explain your options before processing and charging for your order; these may result in a slight delay in processing.

Here is a list of examples that may be relevant:

• An item from your order is either found to be faulty or damaged before we dispatch and there is no more stock available in this product – we will contact you to discuss alternatives or confirm a cancellation.
• You are attempting to order from outside the European Union or to a PO Box address.
• Your order value exceeds £600.00 – There are some exceptional purchase variables that may result in us needing to charge a delivery cost; this is only in the event of very heavy orders (i.e. if you were to order very large quantities of energy drink powders); we would contact you before making any charges.
• Your order is flagged by our system as a possible fraudulent order – apologies if this happens; however, the system makes this decision based upon information from banks and other agencies as well as the combination of items ordered; we will contact you to confirm your identity and order before processing such orders. This is for everyone’s security so please don’t be offended.
• Duplicate orders – We will contact you before processing duplicate orders, in case the duplicate was due to an internet connection (or other) problem on your network when you placed the order.
• Your item is not available – We operate a state-of-the-art live stocking system that is accurate to within 5 minutes; unfortunately even this still leaves room for rare stock control errors where your item may be shown as available; when in fact it is out of stock. On the rare occasion that this may occur, we will contact you to discuss further options.

Returns

No Hassle Returns

We all change our mind from time to time, some people more than others! So we understand that you may wish to return an item for lots of different reasons; no worries!

How?

Simply return the item in its original condition with a completed returns form (you’ll get one of these with your package or can download one here) to us at the below address and we’ll arrange an exchange or refund as you wish. In the event that the item is not returned in the original or resell-able condition (including packaging), the item will be returned and/or a re-stocking fee will be charged. You will be contacted before any actions are taken.

Fast Processing

We’ll process your request the day we receive it, but please allow 2 working days just in case we are extra busy or the postman is delayed! You can do this for refunds anytime within 14 days from the date you received the item, or anytime within 60 days if you would simply like to exchange for another size/colour or similar product.

Easy returns

We completely understand that having the right fit and/or style is crucial to your comfort and performance, that’s why we always recommend that you come in and try before you buy; however if this isn’t possible and you find that what you have bought from us isn’t quite right, then send it back and try again!

Get it right first time

Many of our customers buy two pairs of the same shoe a half size apart and then send back the one that doesn’t fit; if you want to do this just let us know when you order and we may be able to provide further advice before dispatch, if not, all you’ll need to do is pay the postage on the return; easy!

Please note, all returns must be received in the original state they were received in, should the item(s) be deemed unfit for resale and/or damaged in anyway charges may apply to your refund/credit. Should this happen all our customers will be notified via email first.

Returns Address:

Web Returns Alexandra Sports
140 Gladys Avenue,
Portsmouth,
Hampshire,
PO2 9BL