Find all the information need on exchanging or requesting a credit or refund here
Frequently Asked Questions
To start your return complete this form, you'll need the order reference number (e.g. #6543). Then, you can add the item(s) you’d like to exchange/return along with selecting a reason for the return, whether you would like an exchange, store credit or a refund and description of what size/colour etc you would like your item exchanged for. You will also need to enter your preferred pickup date.
Once received we will create and email you a shipping label based you on your details provided. Please package the item carefully and attach the label. A Aramex courier will typically pick up your package the following day.
Please complete the exchange form here. Once the return for your original item has been completed or processed at our store, your exchange order will be processed. Please note exchange orders cannot be guaranteed. We recommend returning your original item as soon as possible for the best chance to get your desired size/colour.
If your item is not available for exchange, you can return your item for a refund
Items mailed back via are typically processed and refunded within 2-4 business days, but refund times may vary. Once your return is complete and refunded, you will receive an email confirmation.
In-person returns to our store will process the refund immediately.
Please note that credit card refunds will show up on your card's online account within 5-7 business days after the card issuer finishes processing it on their end. Refunds to a Paypal account will show up later the same day. Refunds to store credit will be available instantly.
Return shipping for NZ-based customers is free.
We want you to love your Alexanders experience, so we offer free returns on orders sent to NZ. addresses within 14 days of delivery (excluding final sale items).
Returned items must be:
In brand new, unworn condition
Item(s) must not have been worn, altered, washed, or damaged or they will not qualify
Item(s) must include original packaging and tags
*While most items are eligible for return, some items are Final Sale and are clearly marked on their specific product pages, in your shopping cart, during checkout, and in order confirmation emails. Final Sale items are never eligible for return or exchanges.
Footwear must be returned exactly the way it was shipped to you: completely clean and unworn with the shoes in their original, undamaged shoe box. We recommend trying shoes on in the house first to ensure they fit before venturing outside. If we sent your shoebox within a larger box, please send the shoe box inside of that larger box to preserve the shoe box. Any footwear returns that do not include the original undamaged shoebox will not be accepted.
Certain product categories are ineligible for return, including (but not limited to) face masks and coverings, underwear, grooming products, and items marked on their product pages as final sale.
Refunds do not include any shipping costs paid on your original order, if applicable.
If you've received an order containing a damaged, defective, or incorrect item, please contact our support team as soon as possible with your order number and a photo of the issue — we'll make it right.