FAQ’s

Click on the question to see the response

1. What type of payments do you accept?

We accept Visa, MasterCard, American Express, Discover, Bank Debit/ATM Cards with Visa/MasterCard Logo, and Pay Pal.

2. What if the outfit does not fit?

Please see our Returns & Exchange Policy.

Alexandra & Austin accept merchandise returned within 30 days of the original shipment date. We will replace the item, credit your account, or refund your purchase price.

Please send all exchanges or returns via United States Parcel Post, UPS, or FedEx Insured Mail to the following address:

 

Alexandra & Austin

6018 Gardendale

Houston, TX 77092

 

Please include the following information with your return:

  1. Your Name
  2. Your Address
  3. Your Telephone Number
  4. Your Email Address
  5. A Brief Explanation Of The Problem

 

We are not responsible for any items lost or damaged in shipping so we strongly urge you to insure your return item. If the item is lost or damaged during your return shipment you will be responsible for settling the claim with your chosen shipper.

 

All returns are handled immediately, we will refund the item less any promotional we have paid for (i.e. - if we have paid for a rush order or towards a rush order, or for shipping charges we have incurred; that amount will be deducted from your total.) We will be happy to provide you with proof of the amount of shipping we incurred. Please let us know if you would like to receive a copy of our incurred shipping expense. Please allow up to 30 days for credit to appear on your billing statement if paid by credit card.

 

Please note that if the item was a gift, we will be unable to issue a refund to anyone other than the person who originally placed the order. You may, however, exchange it or request a store credit to be used at a later date by indicating the item was a gift. Please be sure that you include your name, address and phone number as well as the name and address of the person who placed the order with Alexandra & Austin to ensure proper credit.

There are no returns or exchanges on Special Orders! When placing a Special Order be sure of size(s) and color, since there are no returns or exchanges. We are always more than happy to assist you with sizing or any other questions you may have. Please give us a call at (281)-894-2200 or (800)-921-ALEX and we will be happy to assist you before placing your order.

 

All returned items must meet the following criteria to be issued a refund:

  1. Merchandise must be in original condition, including but not limited to appearance, odor, or color.
  2. Merchandise must be received with the garment tag intact.
  3. If Merchandise was shipped with a protective covering, garment bag, hanger and/or accessories; they must be returned with the merchandise.

 

If it has been over 30 days since the purchase date or if the item is damaged, authorization for return must be granted by an Alexandra & Austin Customer Service Representative. You may do this by calling (281) 894-2200 or (800)921-ALEX or by e-mail at sales@alexandraandaustin.com. It is up to the discretion of Alexandra & Austin to accept or decline merchandise returned after the initial 30 days and it may be subject to the current sales price and restocking fees.

3. Can I return a special order?

No, special orders are not returnable, please see our Return & Exchange Policy.

4. When will my order ship?

In stock items will ship with-in 24 hours Monday – Thursday, orders received on Friday, Saturday and Sunday will ship on Monday, unless there is a holiday; then the order would ship the following working day.

5. What if my order is a special order, when will it ship?

Special orders will take up to 8 weeks to produce so please allow 9 weeks for delivery.

6. What if I need my special order sooner, is that possible?

Yes, rush orders are available at an additional charge.

7. What is the time frame and charge for a rush order?

The rush order time frames range from to two to six weeks ready to ship. Please allow another week for delivery. The charge will vary depending on the time frame you choose. We will always offer the various time frames with the cost for each on your order page. Periodically we will offer promotions on certain time frame rushes at no charge to you, and when this is the case, it will be available on your order page. Please note if we are offering a promotional on a certain time frame and, i.e. it is worth $10.00, we will reduce all other time frames by this amount. Please call (800) 921-ALEX or (281) 894-2200 with any questions.

8. What if I need my item sooner than the time frames offered under rush orders?

At this time Susanne Lively is our only manufacturer that will occasionally do something in less than the two week ready to ship rush time frame. Please note this is only on a case by case basis and we must obtain permission from them prior to placing the order. In addition, if they agree, there will be a $50.00 charge for a one week ready to ship rush order. If you would like this option you will need to call us at (800) 921-ALEX or (281) 894-2200 since this option is not available on your order page.

9. How will my order be shipped?

We will typically ship it via USPS Insured Priority Mail. This option generally will take anywhere from 2 to 5 days for delivery.

10. What if I need my order sooner, what or my other shipping options?

You can choose USPS Insured Express Mail which generally takes one to two business days (which include Saturday at this time) to receive, depending on your location. You also have the option to have it shipped overnight via UPS or Fed-EX.

11. How can I track the status of my order?

When your order is shipped you will automatically receive an email from us with the tracking information.

 

12. What if my order is being drop shipped from the manufacturer, will I receive tracking information?

Yes we will email you tracking information once we receive it from the manufacturer.

13. Do you have a catalog?

We do not have a paper catalog; all of our products are available on our website.

14. Do you have a local store?

We no longer have a store open to the public, we warehouse everything.

15. Do your sizes run big or small?

The sizes can vary from manufacturer to manufacturer; we highly recommend following the size chart for the manufacturer you are interested in if it is available. Please check our size chart information, we will always provide the size chart for the manufacturer if it is available to us. If it is not available, please check the general size chart which is provided; and as a rule of thumb, order the size that your little one typically wears. You can also give us a call at 281-894-2200 or 800-921-ALEX and provide us with your child’s measurements, weight and the manufacturer you are interested in and we will be happy to assist you.

16. What if the size chart shows that I need a different size than normal, what should I do?

Please give us a call at 1-800-921-ALEX or 1-281-894-2200 and provide us with your child’s measurements, weight and the manufacturer you are interested in and we will be more than happy to assist you with sizing.

17. What is the difference between tea length, ball length and knee length?

Tea length is mid calf, ball length is to the ankle and knee length is above the knee or just below the knee depending on the height of the child. Please note most of our dresses or made in tea length; so if you want ball length there will be an additional cost and the cost will vary depending on the fabric. The same applies to a dress that is knee length; there will be an additional cost to make it tea length or ball length and the cost will vary depending on the fabric. You will have the option to choose the length you desire; and the additional cost for the length will always be listed on the order page.

18. Can a sleeve be added to a dress if it is sleeveless?

Yes, sleeves can be added to most of our dresses for an additional cost. The cost for the sleeves will vary depending on the fabric. You will have the option to choose sleeveless or to add sleeves and the additional cost to add sleeves will be listed on the order page.

19. Can I receive swatches of the fabric that I am interested in?

You can only receive a fabric swatch if the manufacturer is Susanne Lively. Please note that there is a charge for the fabric swatch and the shipping incurred.

20. Can you customize colors and sashes?

Yes on many of our styles you can mix and match the dress and sash, on the styles this is available on, we will always give you the option to choose on the order page. Please give us a call at 1-800-921-ALEX or 281-894-2200 with any questions.

21. Is your website secure?

Yes, orders placed are encrypted using the most advanced SSL (secure socket layer) technology. Rest assured that your credit card information travels the web securely.

22. Is my information sold or shared with third parties?

This site is committed to protecting your privacy. The following is a summary of the way we manage the information you provide us when purchasing from our site.

We at alexandraandaustin.com only collect personally identifying information with your specific knowledge and consent. For instance, when you enter the online store, you are able to browse without revealing any personal data.

Should you decide to purchase items, you will be requested to fill in further personal details, including your email address, phone number and credit card number. Your phone number is used to contact you if we have problems verifying your credit card or have any questions concerning your order. If we are unable to reach you by phone with any questions we will email you with our concerns. You will be sent via email an order confirmation, which will also serve as your receipt once you place an order. You will also be sent an email with tracking information once your order ships. The only other purpose we use your email for is to send you sale information and special offers. We will not share any information you provide us. We do not rent, sell or trade our mailing list or any information about you with anyone under any circumstances. Our site uses a secure server to provide a safe shopping experience.

Orders placed are encrypted using the most advanced SSL (secure socket layer) technology. Rest assured that your credit card information travels the web securely.

If you would rather place a phone order, you may call (800) 921-ALEX or (281) 894-2200 between the hours of 9:00 a.m. & 6:00 p.m. CST.

Email confirmation will be sent regardless of the method used for ordering. Please note that your credit card information will not be included in the e-mail confirmation.

Our use of "cookies" within our online store is for your convenience should you return to our store on a regular basis. Our cookies do not contain any information that is, in itself, personally identifying.

Finally, while your individual information is protected as outlined above, we reserve the right to use aggregated, anonymous data about our users as a group for any business purpose, such as analyzing usage trends.

We do not knowingly collect information from children. This Privacy Policy may be modified from time to time; notice of changes will appear on this page. Any such changes will be prospective, never retroactive.

You may review our full privacy policy and terms and condition under our Privacy Policy and Terms and Conditions.

 

If you have concerns or questions about any aspect of this policy, please email us at: info@alexandraandaustin.com.