Shipping and delivery

Once your order has been confirmed and accepted, we will ship the order as soon as possible, at the latest within 14 days of the order acceptance.

The shipping cost may vary depending on the delivery address and delivery options chosen (e.g. standard or express delivery). The shipping cost will be clearly presented before completing the order. Transport insurance cost is our responsibility.

Delivery times vary depending on the destination country and delivery option chosen. You will be informed about typical delivery times for orders, but we don`t not take responsibility for delays in delivery caused by the transport company, customs clearance, weather conditions, customs procedures etc.

Our prices are exclusive of tax and duties. If the delivery address is not in Serbia, your order may be subject to import duties and taxes of the destination country. Customs fees, duties, and taxes vary from country to country, so please check with your local customs agency for details. Please note that it is your responsibility to pay these fees, duties and taxes, if they are applicable. We are not responsible for paying these taxes, duties and fees and we may reject the return rights if not paying these taxes is the reason for return.

Return policy

You have the right to return the purchased products and withdraw from the Purchase Agreement, for any reason (except for the reasons of not paying customs duties, taxes and fees), within 14 days of the proven delivery date.

To be able to return the products and withdraw from the Purchase Agreement, you are obliged to send us a request within 14 days of the proven delivery date. You can download the required request form here.

The request for Withdrawal from the Purchase Agreement may be sent by email to the following address: customercare@aleksandra.rs or by post. The date of return request will be considered the date of sending the required request. If you do not receive an email from the same address stating the confirmation of email reception within 3 days, you are required to immediately contact the website by any means to verify the reception of the email. Once you have received the withdrawal request autorization, you can return the product back to us. We will not accept the returned order without a return authorization.

Purchased products must be returned unused and undamaged in the same conditions they were received, with all the original tags, labels and packaging. In case the products are returned in conditions that are not the same as the received goods, we may reject the return of the purchased product, and send the product back to you.

You have the right for refund of the returned product(s). The refund amount will be reduced for the shipping costs, if there were any. In case of wire transfer payment option, the refund will be reduced for the wire transfer costs. You will receive the refund using the same payment method that was used while purchasing. If you want the other refund method it must be communicated to and agreed with us using email address customercare@aleksandra.rs. The refund will be processed once the returned products are received and inspected. You will be notified of the approval or rejection of refund.

We are not responsible for returning the costs of customs duties and taxes that you may have paid in your country. Please note that the shipping cost of returning products is your responsibility.

We only offer an exchange on defective or incorrect products. Please contact customercare@aleksandra.rs for further instructions if you think you have received a defective item or incorrect product within 48 hours of receiving the items.