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FAQ

FREQUENTLY ASKED QUESTIONS

 

WARRANTY

 All of our products come with a 24 month warranty card on stitching, that needs to be kept safe to redeem the warranty. This does not cover any damage or wear and tear that may occur from general use. To make a claim on your warranty please email us at info@alexandmarla.com with the relevant information and photos where possible.

 In the event that a bag is received with any minor or major faults, Alex & Marla first and foremost apologises for any defects and is here to help repair/replace your faulty bag as soon as possible.

 The return shipping of a product with a minor or major fault will be paid at the expense of the customer. However, Alex & Marla will cover the shipping of the repaired/replaced bag back to the customer. Original shipping costs are non-refundable.

SHIPPING INFORMATION

South Africa

 Free National Door to Door Courier is provided on all goods purchased online at Alex & Marla. Please allow 5-7 working days for your order to be received once dispatched. The time it takes to receive your order may be subject to change due to unexpected events and delays. Please email us if you are experiencing a delay on your order at info@alexandmarla.com.

Other Countries

 For International Shipping we use DHL. Please email us for a quote at info@alexandmarla.com.

 Please keep in mind that once your order has been dispatched Alex & Marla is not responsible for any losses or damages. It is the customers responsibility to follow the tracking information provided to ensure the safe and timely delivery of your purchase. We will assist you in recovering an item to the best of our abilities, however, will not provide a replacement or refund until the item is returned successfully or confirmation that the item is being returned can be provided.

RETAIL STORES

 Our products are available exclusively online at Alex & Marla. Unfortunately we do not sell our products in any retail stores. At Alex & Marla we desire to provide a premium quality product with an affordable price tag. The nature of our online store removes the middleman to avoid the traditional retail mark up and ensure the best possible prices for you.

RETURN OR EXCHANGE

 In the event that the customer receives the wrong product or changes their mind on which product they would like, Alex & Marla will allow for an exchange. Given that all dimensions, a detailed description and numerous product photographs are provided on the website, Alex & Marla does not allow for refunds in the event that the customer no longer wants the product they have purchased, only exchanges. An exchange will only be granted if the product is in the same condition as it was received. If it has been longer than 15 days since receiving the product, exchanges are no longer valid.

In the event that you wish to file for an exchange or warranty claim, please email info@alexandmarla.com and provide them with the reason for your request as well as any relevant evidence that may be required.

CANCELLATION

 If you have made a mistake and would like to change or cancel your order please email us at info@alexandmarla.com as soon as possible. Unfortunately we are not able to add any items to your order, to do so you will have to create a new order.

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