Shipping and Returns


SHIPPING

Free Worldwide Shipping

Yes! We offer free shipping on all orders. We understand that getting your items quickly is important to you, so we will make every effort to process your order as quickly as possible. Please expect 1-2 days for us to process and ship your orders.

What carrier do you use for shipping?

Domestic (Singapore) Orders: Roadbull

International Orders: DHL Courier Service

How do I track my order?

A delivery notification email with your tracking number will be sent as soon as your order is dispatched. 

If I order multiple items, will they come in separate shipments?

Possibly. All orders and shipments are filled in full from our distribution center, but in rare cases, an item or set of items can that is not immediately available might be sent on a later date. In this case, you may receive multiple tracking numbers through our delivery notification emails.

My tracking number isn't working/invalid?

Tracking numbers could take up to a few hours from the time they are generated to become active on courier website. In this case, we need to trouble you to track your package later in the evening instead. In most cases, package tracking numbers will only become active for tracking once it has reached its destined shipping hubs.

We apologise and seek for your patience if you are unable to access up-to-date tracking information for your package. Please rest assured that our delivery experts are working hard to make sure that your package reaches your doorstep as quickly and safely as possible.  

How long does it take for my package to arrive?

Domestic Singapore – 1-2 working days

International - 3-10 working days

Customs and duties

Prices paid are not inclusive of custom and duties. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; we advise customers to contact their local customs office for further information.

If the Customs hold the package for inspection, delivery may take a longer time not attributable to ALEXUS. The delays caused by unique events (such as, earthquakes, weather events, strikes, etc.) are not attributable to ALEXUS.

 

RETURN AND EXCHANGES

What is your return policy?

We're bummed things didn't work out for you, but here's the good news: you get 7 days to return your item(s) starting from the day you receive your order. Kindly drop us an email at hello@alexusstore.com and we will be more than happy to look into this for you. 

The item(s) must be returned to us in within 7 working days after requesting for a return.  We will only process the refund within 7 working days upon receiving the product and meeting the following criteria: 

  • Item must be in its original purchase condition, including the original product packaging, manufacturer's containers, documentation, warranty card(s), manual(s), and all accessories. All packaging must be unmarked and not defaced in any manner.
  • Any item that you received with tag(s) attached must be returned with the same tag(s) intact.
  • Item purchased as part of a set or multi-item pack has to be returned as a whole set.

*IMPORTANT NOTE: ALL special promotional items like gift with purchase, personalized items (hot stamping) and items bought during pre-orders, sales or at discounted prices are non-returnable and non-exchangeable. 

All returned item will be reviewed by ALEXUS. Item should also match the written or photographic documentation of the item's condition provided when requesting the return. Returns that do not meet our policy will not be accepted and where applicable, customer will be charged with a processing fee and bear the shipping charges.

*Note: Please refer our Leather Care Guidelines 

Please contact our customer care team by emailing hello@alexusstore.com to request for a return or exchange, and send your parcel back to our address below:

ALEXUS
50A Lorong H Telok Kurau
#05-01 H Residences.
S426049
Singapore

Customer needs to send your parcel back to our return address at your own cost. ALEXUS does not hold responsibility of lost or damaged parcel due to return handling. Customers are liable to make sure the bag return to ALEXUS in pristine condition, otherwise refund will only be processed based on discretion.

How will I receive my refund?

Your refund will be credited to the original payment method. 

Customs duties and sales taxes are non-refundable through ALEXUS. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

How long does a return or exchange take to process?

Refunds can take up to 14 working days from the day we received your return to show on your account due to varying processing times between payment providers.

A handling fee of $20 will be charged for all returns.

Will I be charged for shipping on my return or exchange?

Customer needs to send your parcel back to our return address at your own cost. ALEXUS does not hold responsibility of lost or damaged parcel due to return handling. Customers are liable to make sure the bag return to ALEXUS in pristine condition, otherwise refund will only be processed based on discretion.

Repeated Returns

We offer a returns policy to make your online shopping experience easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your ALEXUS account.

Late Returns

Your purchase should be sent back to us within the 7 days of receiving your order. Returns outside of this period are accepted at the discretion of ALEXUS.

Faulty goods

Goods are classified as faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

If your item is faulty when you receive it, you can return it for an exchange or a refund. Simply request contact us at hello@alexusstore.com and we will take care of the rest.

Colors

We have made every effort to display the colors of our products that appear on ALEXUS website as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.

 

CUSTOMER SERVICES

What is your customer service contact info?

Need more assistance? Email us at hello@alexusstore.com. We’ll be happy to assist wherever we can, and inquiries are typically answered within 24-48hours.