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.co.za 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.

We also offer Gift Cards.

Which countries do you ship to?

Please visit our Shipping page for complete details.

Alexa Lily SA is available to shop anywhere in South Africa.

Please visit our global store www.alexa-lily.com if you live outside of South Africa.

When will I receive my order?

We are now using a third party distributor so so once you have placed your order online, it will be dispatched from the warehouse in CT after 1-3 working days.

Once with a 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.

What payment methods do you accept?

We accept the following:

  • Visa
  • Mastercard
  • Payfast
  • EFT
  • Payflex
  • Happy Pay
  • Snapscan
  • Zapper
  • Mobicred

I would like to amend an order that I placed online - can I do this ?

As we are now using a third party distributor to wrap and pack our orders we are unable to accommodate any changes to orders after they are placed. Please ensure you place the correct order online when you shop.

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.co.za. 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.co.za, and send us an email at hello@alexa-lily.com. We would love to read your work!