Refund policy

Return Procedure

  1. We operate on a 14-day return window. From the day you receive your product, you have 14 days to initiate a return.
  2. The item must be returned in its original condition - unworn, unused, with all tags attached, and in the original packaging.
  3. Before initiating the return process, please complete our return form, which can be found by clicking here . This form contains essential return information, such as the reason you wish to return the product and your order details.
  4. Once you have completed the return form, please notify us by email at our email address info@alexandra-dobre.com
  5. Make sure the subject of the email contains your order number. This step is essential to help us process your return request properly.
  6. Once we have received your return form, our support team will evaluate your request and send you a generated pre-paid return label  to help you return the product with DHL. Please follow the instructions provided in the return label email to ensure a smooth process.

PLEASE NOTE that if the customer chooses a delivery service other than DHL, we DO NOT assume any problems that may arise. We work exclusively with DHL and can resolve any issues that may arise, so we suggest you choose the DHL return method.

  1. Pack the item(s) securely in their original packaging, ensuring all tags, labels, and accessories are included.
  2. Include a copy of the original packing slip or invoice inside the package.
  3. Please ensure you have your receipt or proof of purchase ready.

IMPORTANT: The cost of return shipping is the responsibility of the customer. Any customs duties incurred during the return process will also be borne by the customer.

Return Address:
Alexandra Dobre Brand


Number 12, Sfantul Stefan Square, Building A, Floor P, Apartment 1

Sector 2, Bucharest,

Postal Code 023998, Romania

European Union 14 day cooling off period
Not with standing the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@alexandra-dobre.com.

We pride ourselves on our commitment to delivering outstanding products. If you are not completely satisfied with your purchase for any reason, our return policy is designed to help.

Damaged or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, please contact us within 7 days of delivery. We will assess the situation and guide you through the appropriate steps, whether it's a replacement or a refund.

Exchanges

At the moment, we don't offer direct exchanges. To get another item, size, or color, please return your original purchase and place a new order on our website.

European Union 14-Day Cooling-Off Period

For our customers in the European Union: You have the right to cancel your order for any reason and without justification within 14 days of receipt. The product should be in its original condition, unworn, unused, with all tags attached. Ensure you have the receipt or proof of purchase.

Refund Process

  1. Once you return the product using the return label provided, it will be shipped to our Showroom. Here, the product will be inspected to ensure it is in its original condition and meets our return criteria.
  2. Once the product has been inspected and the return process is successfully completed, we will refund you the appropriate amount along with proof of the return receipt. Please be patient, as the time it takes to receive your money back may vary depending on your bank and invoice processing.
  3. Please note that all charges for returning products will be borne by us in the first instance, but will be deducted from your total return amount.
  4. If 15 business days have passed since your refund was approved and you haven’t received it yet, please reach out to us at info@alexandra-dobre.com

 

Thank you for your understanding and cooperation in the return process. We want to give you the best buying experience and make sure you are satisfied with our products.

Contact Us

For any questions, concerns, or assistance, please feel free to reach out to our dedicated Customer Support Team.
📧 Email: info@alexandra-dobre.com
📞 Phone: +40720203350