Frequently asked questions

                                               MY ORDER

 

 

PLACING AN ORDER

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for your Agnes Alex goods - we will ship your package within 4-7 business days.
Our Agnes Alex support team is always happy to guide you at any step!
 


CAN I UPDATE MY ORDER?

Kindly note that as our team works hard to get your order ready to ship as soon as possible, we may not be able to cancel your order upon request. If your order has not yet been fulfilled please contact us at support@agnesalex.com with your order number and details on the change. Your order cannot be updated if it has already been fulfilled.

 

CAN I CANCEL MY ORDER?
Kindly note that as our team works hard to get your order ready to ship as soon as possible, we may not be able to cancel your order upon request. If your order has not yet been fulfilled, it can be fully refunded. Please contact us at support@agnesalex.com with your order number and we can take care of it for you! Your order cannot be refunded if it has already been fulfilled.
Can I refuse my shipment?

Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to Agnes Alex. This amount is dependent on your country. If you want to make any adjustments to your address, please be sure to reach out to us at support@agnesalex.com before your order is shipped.

WHAT IS MY ORDER STATUS?
Once you place your order, you will receive an order confirmation within 15 minutes. After your order has shipped, you will receive a shipping confirmation email. Your order can take 3-5 business days to be fulfilled. A friendly reminder that business days do not count as holidays and or weekends. All packages are shipped through Royal Mail.
If you did not receive an order confirmation after placing an order, contact Agnes Alex Support to verify your email address.
WHERE CAN I FIND MY ORDER NUMBER?
If you have an Agnes Alex account, simply log in and select “My Orders” in the drop-down menu under your name. There, you can find the order number! If you haven't created an account, no worries! You can create one anytime with the same email address used to place the order.
With every order we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder.
HOW CAN I TRACK MY ORDER?

Already have an account?

First, log into your Agnes Alex account at any time and select "My Orders" to review your order status. Once your order is packaged and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.

 

Keep in mind that orders shipped with Standard Untracked shipping will not have a tracking number and have a 9-12 business days transit time.


 Don't have an account?
No worries! You can use the same email address that you placed your order with to create an account and it will appear under "My Orders".
Tracking numbers are automatically sent as soon as your order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order.
If the order was packaged on the weekend, it will be updated the next available business day!
SHIPPING
PRODUCT CARE + DETAILS
 
WHAT ARE YOUR SCRUNCHIES SIZES?
XL, Medium and Mini. Our XL is 4x the size of a regular scrunchie and is approximately 6” in diameter, while our Mini is 1.5x the size of a regular scrunchie and is approximately 4” in diameter.
REVIEW & REWARDS
RETURNS & EXCHANGES

 

RETURNS

 

Unfortunately we are unable to accept returns, but if you have any problem with your items, please contact us at support@agnesalex.com to open up a conversation on how we may address your concern. We are always happy to help!
APPAREL EXCHANGE POLICY

 

Your 100% satisfaction is important for us. We offer a 14-day Exchange Policy on our apparel only:
  • Timing: we have a 14-days Return & Exchange Policy, since the day item was received.
  • To be eligible for an exchange, goods must be unused, undamaged 
  • For exchanges, please email support@agnesalex.com with the subject ‘Exchange’ and include your order number, name and the reason for the exchange.
  • Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when shipping goods to avoid "lost packages" situations.
  • Please note that customers are responsible for shipping costs of exchange items.
  • When item is received and inspected, customer receives a confirmation email, notifying about the status of the exchange.
WHERE TO FIND

 

WHERE ARE YOU LOCATED?

We are based at 22 Fernwood Avenue , Liverpool in England.

DO YOU HAVE A PHYSICAL XXL & CO. STORE THAT I CAN VISIT?

Our location is reserved for production and fulfillment of online orders. You can order online. 

CAN I CARRY AGNES ALEX PRODUCTS IN MY STORE?

We’re so happy that you’re interested in helping us share our products with the world! 

We’re currently focusing on growing and developing our business, and so we’re not currently taking on new wholesale applications. However, if you’d like to be contacted once we begin looking for new partners, please contact our  Agnes Alex Support Team/ sale@agnesalex.com.

ECO-ALLIANCE

Agnes Alex is part of the Eco-Packaging Alliance with noissue—noissue contributes to global reforestation. With every order we make for our packaging they plant a tree in areas of need.

ECO-PACKAGING

Agnes Alex is part of the Eco-Packaging  with  Simplelifeco contributes to global reforestation. With every order we make for our packaging they plant a tree in areas of need.