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

Within Sweden & Europe

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

Outside of Europe

Please send an email with your order number and the items you wish to return to; hello@sannealexandra.com

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

Within Sweden return fee is 99 SEK

Outside of Sweden return fee is 180 SEK

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

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

Exchange can be done within 14 days from order date

Exchange fee within Sweden is 50 SEK

Exchange fee outside of Sweden is 130 SEK

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 working days before our warehouse has received and registered the package.

Payment

Payment methoods

We offer Klarna, PayPal and Creditcard as payment options.

Shipping

Delivery time

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

Delivery time

Within Sweden 3-5 working days

Within Europe 5-7 working days

Rest of the world 7-14 working days

Due to Brexit regulations we are not able to ship to UK at the moment. We are hoping to solve this shortly.

Shipping methods & fees

Standard shipping within Sweden is 60 SEK

Standard shipping within Germany is 125 SEK (about €12 depending on the daily exchange rate)

Shipping with Deutsche post within Germany is 130 SEK (about 12€ depending on the daily exchange rate), note that this option is only valid on orders over 2500 SEK (about 227€ depending on the daily exchange rate) 

The cost for shipping within Europe is 145 SEK

The cost for shipping to Norway and non EU European countries is 235 SEK

The cost for shipping to the rest of the world is 350 SEK

For our Norwegian customers; We use the VOEC scheme (VAT On E-Commerce) which enables you to pay your Norwegian value-added tax (VAT) directly at the checkout. 

All total purchase prices and shipping fees are excluding customs duties, import fees, or any other local charges. 

Failed to collect your item

For orders that are unclaimed within the specified dates given for the collection, the customer will be charged 130 SEK in addition to the initial shipping fee.

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.