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Exchange & Returns

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Exchanges, returns and cancellation of orders are only applicable for regular priced items.

 

Do note that Sale and discounted items, including items purchased using discount codes and during flash sales are not eligible for exchange, return or cancellation. All Sets and Gift Sets are considered discounted items that do not require discount codes and are not refundable.

 

Please note that all Personalised Swaddles, Blankets, Pillows, Towels and Teethers with engraving are not applicable for refund.

 

Please ensure that the name for personalisation is spelt correctly when placing orders as all personalised products (as mentioned above) are not applicable for refund.

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All exchanges, returns and cancellation of orders are subjected to our approval. Please send your request via an email to orders@anniealex.com containing your name, address, email address, the order number and a specification of which items that the exchange, return or cancellation relates to.

Exchanges or returns must be done within 7 working days from the shipping date. Items must be unused and unwashed, in original packaging. 

You cover the cost of the return.

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Cancellation and refunds are not applicable for any package lost in transit. Once the Dispatch Confirmation has been emailed to you, your products are under the responsibility of the third party postal service providers and we shall not be responsible for lost parcel in post. Any claim will have to be made with our postal service providers and we will make reasonable effort to assist in compensation claims (if any).

You are responsible for any damage incurred by items during the return shipment. We therefore strongly recommend that you send the products well packaged, in good condition and in their original box and/or packaging. 

If the product or packaging is used or damaged, we reserve the right to deduct any depreciation in value when refunding the product.

If possible, please provide us with a tracking number for the return shipment.

If a returned item is shipped internationally, mark as "RETURNED GOODS" to avoid any Customs charges. We are not responsible for any charges imposed on packages returned by Customs.

Unless otherwise agreed upon, the refund will be processed through the same payment method you used to make your original purchase.

 

Please note that refunds will be amount paid to us as per order, less transaction costs (i.e. shipping costs) incurred by Annie+Alex at the time of purchase.

Processing time is usually 1 – 2 weeks.

Defective Items / Incorrect Items Received 

We apologise if we have sent you a wrong/defective item. Kindly take a snapshot of the defective area and submit your return requests via email at orders@anniealex.com. We will reply you as soon as possible, within 3 working days.

All parcels must be sent within 5 working days of receipt (Singapore).

For international returns, it must be sent back with proof of tracking number must be emailed to orders@anniealex.com. It should reach us no longer than 15 working days.

Exchanges will only be done for an item(s) in its original condition - unused and unwashed. Items that have been washed/used will not be applicable for exchange/refund. Exchanges can only be done for the same item and colour. 

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An exchange will be done if the item(s) sent to you is defective/ faulty and within 2 weeks of purchase.

A refund will only be processed if the item(s) ran out of stock for exchanges.

Please allow 20% discrepancy in the product color due to lighting. In such cases, the variance may not be considered as a defect.

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Exchanges that do not meet all mentioned conditions will be duly declined.