FAQ

Happy to see that you found your way in here. On this page we have collected our most frequently asked questions and answers. If you need any further information or have another question for us do not hesitate to email us at hello@sannealexandra.com or send us a DM on here

About us

Sizing

Our ambition is to create and design clothes that suit all body shapes, we always strive to listen to your thoughts on fits and sizes to be as inclusive as possible. Right now we offer the size range 32 - 44 and XXS - XXL. To create clothes that you feel comfortable in and that makes you feel at your best while wearing it is something we always have in mind while designing our products.

Contact

Our customer service team works office hours Monday-Friday from 09.00 to 17.00 (CET). We aim to answer all of your questions and help you with your errands on the same day, but please allow up to 48 hours for a response. Thank you!

Returns and Exchanges

How to make a return

Please click here to register your return, exchange or claim with your order number and your email.

I need a return label

If you didn't receive a return label when you registered your return, please send an email to our team at Turnr help@turnr.se

If you haven't registered your retunr please do it via this link

Return fee

You can find the return fees for your country by clicking here.

Please note, the initial shipping fee will not be refunded.

Return policy

Returned items must be unused with original tags.

Within 14 days of receipt of the goods, we will refund the product value

In case of dispute, we promise to comply with the recommendations of the Swedish Complaints Board.

If you need a return slip please send an email to our team at Turnr, do not forget to include your order-number: help@turnr.se 

Do not forget to first register your return here: https://returns.turnr.se/sannealexandra

Exchange

The exchange fee in Sweden is 50 SEK. Register your exchange here.

If you wish to make an exchange to a different size or colour, outside of Sweden. Please place a new order on our website and register your return here

How to make a claim

Please register your complaint via this link with your order number and your email.

Approved claims are free of charge and registered through the link given above

Handling time

From the day you send your package back to us it can take up to 15 - 18 working days before our warehouse has received and registered the package. Please note that it can take an additional 5 working days before the money reaches your account.

Payment

Payment methods

We offer Klarna, PayPal and Creditcard as payment options.

Shipping

Delivery time

We reserve the right to extend the delivery time due to customs.

You can find all delivery times here.

Shipping methods & fees

The shipping fee depends on the shipping method you choose and the country you would like to ship to. Please go to the check-out and fill in all shipping information. Then you will choose the different shipping options and prices.

You can also find the shipping fee under our shipping policy.

Failed to collect your item

If an order is abandoned and not imported according to shipping terms when ordering outside of EU, an additional fee of 50 USD/40 GBP will be charged at return.

If an order is abandoned when ordering in Sweden or EU an additional fee of 130 SEK/15 EUR/170 NOK/110 DKK will be charged at return.

Shipping information

When your order has been sent from our warehouse you will receive a tracking number so you can follow your shipment. If you haven’t received any emails within 24 hours of placing your order, please contact our customer service at hello@sannealexandra.com

How do I track my order

After your order has been sent from our warehouse you will receive an email with your shipping information including a tracking number. If you need further assistance please contact our customer service at hello@sannealexandra.com

Where do we ship from

We ship from our warehouse located in Skurup, Skåne.