FAQ

Frequently Asked Questions

Shipping & Delivery

Where do you ship from?
All orders are shipped from Berlin, Germany.

Do you offer free shipping?
Yes. We offer free shipping within the European Union on orders over €150.

How long does shipping take?
Orders typically arrive within 3–14 business days after processing, depending on your location.

How can I track my order?
Once your order has been dispatched, you'll receive a tracking link. Please monitor your shipment, as some carriers may not leave a delivery notice.

What happens if I miss my delivery?
Your parcel may be held at your local post office or courier collection point. If your order is returned because it wasn't collected or was refused, a re-shipping fee will apply. Returned-to-sender orders are not eligible for refunds.

My order hasn't arrived. What should I do?
Please check your tracking information first, then contact the shipping carrier. If you still need assistance, email us at hello@hillaryalexandria.com.

Returns & Exchanges

What is your return policy?
You may request a return or exchange within 14 days of receiving your order.

What items are eligible for return or exchange?
Items must be unused, unworn, and returned in their original packaging with any original tags attached.

Can I exchange for a different item?
Yes. You may exchange your item for another of equal or greater value (subject to availability). Price differences and shipping costs will apply.

How do I start a return or exchange?
Email hello@hillaryalexandria.com with your order number, reason for the return or exchange, photos of the item, and your contact information.

Who pays for return shipping?
Customers are responsible for return shipping costs. Original shipping charges are non-refundable.

Should I insure my return?
For returns valued over $75, we recommend using tracked and insured shipping. We are not responsible for items lost in transit.

Repairs

Do you offer repairs?
Yes. We accept repair requests within 90 days of purchase.

Are repairs free?
Manufacturer defects are repaired free of charge within 90 days. Fees may apply for repairs outside this period or for damage caused by normal wear, accidents, improper use, or storage.

How do I request a repair?
Email hello@hillaryalexandria.com with your name, order number, photos, and a description of the issue before sending your item.

How long do repairs take?
Please allow 4–8 weeks for repairs to be completed.

Taxes & Duties

Will I have to pay customs or import fees?
International orders may be subject to customs duties, taxes, or import fees determined by your country's regulations.

Who is responsible for these charges?
Customers are responsible for all applicable customs duties, taxes, and import fees. Orders are shipped DDU (Delivery Duties Unpaid).

Need Help?

How can I contact you?
We're happy to help. Please email us at hello@hillaryalexandria.com with any questions about your order.