Return and Exchange

RETURNS

We accept returns for products if they are unused and/or unopened with tags, within 14 days of purchase. We do offer store credit, no refunds unless the item is damaged or does not fulfil quality standards. We are unfortunately unable to accept returns for underwear, swimwear, gift cards or sale items. Please contact us prior to making a return.

 

HOW TO

For your protection, we recommend that you use a registered mail service and retain your postage receipt. You should send the items to the following address:

Alexandra Moura
Embaixada
Praça do Príncipe Real, 26 – 2º
1250 – 186 Lisboa
Portugal

We take no responsibility for lost or damaged items in the return transit.

 

DEFECTIVE ITEM

If the product ordered is defective or non-compliant and the return is approved, Alexandra Moura will refund the amount of the product and delivery costs, as well as direct costs incurred by the return, within thirty (30) days after receiving the returned product. Refunds will be made in the same way as your original payment.

 

RETURNS POLICY

Returns will be accepted only on items that are in a new, unused and saleable condition with all tags attached. So, all shoes need to have no scratches on the soles or marks on the shoe box, and must be sent back to us with an extra layer of packaging to avoid damage when they are being delivered. Any bags you’d like to return need to be handled with care as some dark items of clothing can transfer to light-coloured bags, and we won’t accept any marked goods that are returned to us. Our team will check for wear and tear when we receive a returned item, and you will only qualify for a return or exchange after the returned items have passed these checks. If you believe you have received a faulty item then you can make a return or an exchange within 30 days after your purchase date. Faulty items are items that are received damaged, or when a manufacturing fault occurs within 30 days of purchase.