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.

Can I order multiple planners in one order and how can we tell which planner belongs to whom if we order planners in bulk for friends and colleagues?

Yes, we can definitely send each planner individually packaged. Each planner will also include its own unique barcode on the back of the box, so you can easily identify which planner is which.

Which countries do you ship to?

Alexa Lily now ships directly from our distributor Oh Ship in Cape Town, South Africa to the UK and Europe.

If you live in South Africa please visit www.alexa-lily.co.za

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?

Your order will packed and ready to ship within 1-3 working days.

Once with our courier, you should receive your package anywhere between 4-7 working days or longer depending on where we are sending your package to of course. Please check shipping confirmation email.

Please note any unforeseen delays such as customs clearance, weather, and or mechanical are out of our control.

I want to amend my order after I have placed it online ?

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.

What payment methods do you accept?

We accept the following:

  • Visa
  • Mastercard
  • AMEX
  • Discover
  • Google Pay
  • Apple Pay
  • Diners Club
  • Maestro
  • Shop Pay
  • Bank Transfer

What do I do if one of the items that I ordered arrived damaged or is faulty?

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?

Please send an email to hello@alexa-lily.com so we can see how we can assist. Please note all shipping costs will be incurred by yourself in this regard.

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!