We strongly advise measuring at least twice to ensure goods fit into your desired space. This includes access points such as doorways, staircases, swivel points and ceiling heights as any goods returned with the carrier to due to access restrictions will incur a 25% restocking fee. We supply the dimensions for all products to avoid this situation.
Please ensure someone is available to take delivery on the pre-arranged delivery day as all re-delivery fees will be forwarded to the customer.
Our carriers are advised to deliver up to the threshold of the property. We understand that on occasions customers may require assistance to bring the item into the property and may ask the delivery men to help out, however, Alexander & Pearl cannot be held liable for any issues that may occur if the delivery men enter the property. Items delivered via a staircase and/or upstairs are totally at the customers risk.
Orders for multiple items will be batched together and delivered in one go. This will include and items on back order.
We strongly advise checking deliveries ASAP as we must be notified of any damages within 48 hours - after this point we are unable to claim for damages in transit (photo evidence may be required).
If goods arrive damaged we will arrange collection and replacement of goods at our cost.
If goods are unsuitable you have 14 days (from the date of delivery) to notify us of a return request via email, we will then forward return instructions (please see our terms for full return info).
Payment is charged at the time of order, unless finance payment option is chosen. This ensures allocation of goods. If goods are out of stock we will notify you ASAP with the option to keep a back order or obtain a full refund.
Under no circumstances we will we accept or refund for any lighting that has been installed or tampered with. All goods must be returned in the original condition they were shipped. The same rule applies for any mirrors or furniture that the customer may paint or screw into. No exceptions will be made.
PLEASE NOTE: All return requests must be notified to us via email within 14 days of delivery via email.
All returns MUST be pre-arranged with us. Returning the item/s is the customers responsibility (including the return cost). We strongly advise proof of postage is obtained and where possible insurance as we cannot refund for any goods which have arrived backed to us damaged in transit. The original delivery fee will also be refund. We do not offer exchanges.
If a customer is unsure how to return an item we can arrange for a carrier to collect for a return fee which will be deducted at the point of refund. If we arrange a return collection on your behalf and the item is not ready or the courier shows and cannot collect the item for whatever reason (providing it is not the couriers fault), a failed collection charge (the same value of the original postage) will be passed on to the customer - no exceptions can be made. If no delivery charge was paid, then the necessary failed collection charge will be required.
All components must be returned and all original packaging and instructions included. Goods must be returned to us in the original condition.
Faulty items reported after 7 days are eligible for an exchange only. If no replacement is available then a credit or refund will be offered.
Our products are not built for commercial use, therefore any purchases made for commercial establishments are at the designers/buyers own risk of damage over time and will not be refunded or exchanged if issues arise after purchase. We do not sell contract furniture.