frequently asked questions

Answers to our most commonly asked questions are provided below, but please don’t hesitate to reach out to the Alexa Lily team at hello@alexa-lily.com if you don’t find what you’re looking for.

FAQ

Can I buy something from your website and send it to a friend as a gift?

You most certainly can!! We are more than happy to send your package to your friend  - just ensure their correct delivery details are used at check out. We do not include any invoices in our parcels.

Which countries do you ship to?

Alexa Lily is available in South Africa, the UK, and the United States.

If you do not live in any of the above countries but would like to order a planner from us. Please do get in touch via email with your delivery address so we can get a quote to you. Drop us an email - hello@alexa-lily.com

When will I receive my order?

Once you have paid for your order, it will be dispatched after 1-2 working days. Once with our courier, you should receive your package anywhere between 2-5 working days or longer depending on where we are sending your package to of course. Please check shipping confirmation email.

Please note that this timing may change due to a high volume of orders during product launches, or during the holiday season. However, we always do our best to get everything to you as quickly as possible!

What payment methods do you accept?

We accept the following:

  • Visa
  • Mastercard
  • AMEX
  • Discover
  • Google Pay
  • Apple Pay
  • Diners Club
  • Maestro
  • Shop Pay
  • UnionPay
  • Payfast
  • EFT
  • PayJustNow
  • Mobicred
  • Zapper

One of the items that I ordered arrived damaged or is faulty- What do I do now?

Damages may happen in transport with carriers. We personally check that everything sent to our customers is of the best quality, but sometimes your package can get thrown around. Please let us know within 10 days of receiving your order. Send photos of the damaged product to hello@alexa-lily.com. We want you to be happy! We will then coordinate your refund or exchange.

I want to return an item I bought incorrectly and exchange it for another product - can I do this?

We will be happy to return and refund or replace your product but only within 10 days of you receiving it. You will be liable for the return cost as well as the new delivery fee should you wish to replace an item.

The goods must be in their original packaging - unopened and undamaged - and the goods need to be packaged appropriately for transport (i.e. enough protective wrapping to ensure the product won't get damaged during transport). If we receive a damaged product (that left your hands undamaged) we unfortunately cannot refund you. Once we receive your package and it is in a sellable condition, we will refund you with pleasure. We do not accept returns or exchanges on any sale/discounted items.

OMG I love your stuff and want to blog / tag / post about it ASAP! Can I?

OMG YES! We would love that! Please tag @alexa__lily__ on Instagram or DM us about content! We would love to chat. If you include us in a blog or article, please link to our website, www.alexa-lily.com, and send us an email at hello@alexa-lily.com. We would love to read your work!