FREQUENTLY ASKED QUESTIONS


ORDERS AND SHIPMENTS

Where does ALIX NYC ship?
ALIX NYC currently ships worldwide using UPS for domestic shipments and DHL Express for international orders. Please note, we cannot ship to PO Boxes. If you have any questions about your shipping destination, please reach out to Customer Care at customerservice@alixnyc.com 

When will my order ship?
Please allow 1-2 business days to process and ship your order. Expedited orders will be processed day of if the order is placed before 2pm EST. Shipping costs are non-refundable.

How do I track my order?
You’ll receive an e-mail with tracking information when your order ships, so you can always check the status of your package while it’s in transit using the tracking number. Please allow 24-48 hours after you have placed your order for the status of your shipment to update with the shipping provider. If you need help with tracking, reach out to Customer Care at customerservice@alixnyc.com

I have not received an order confirmation email – what should I do?
We recommend first checking the ‘Trash’ or ‘Spam’ folders of your inbox as many email servicers look to protect their users by removing emails that do not come from an address on your contact list. If you do not see the confirmation email in one of these folders it is possible your order did not go through. Our Customer Care team would be happy to assist you in checking your order status. Contact us at customerservice@alixnyc.com

Can I make changes to or cancel my order?
Once you’ve placed your order, we cannot make any changes. We can, however, cancel your order up until it ships. Please reach out to Customer Care at customerservice@alixnyc.com for assistance.

Where can I apply my promo code? Can I combine promo codes?
Promo codes can be applied at checkout. Please note, the WELCOME10 code can only be used on full-price merchandise. Promotion codes cannot be combined. If your code doesn’t work, it may be expired or the items in your shopping cart may not be included. First check if the code you are using has an expiration date or any requirements such as a minimum spend amount. Promotions often only apply to select merchandise, so if the items in your shopping cart are not included in the promotion the discount will not apply. Still having trouble with your code? We’re happy to help. Reach out to us at customerservice@alixnyc.com

What are my payment options?  
ALIX NYC accepts all major credit cards. At this time, we do not use payment plans such as Afterpay or Klarna. 

Are duties/tax covered for international orders?
All international orders are subject to duties and taxes billed by the destination country’s customs department upon delivery. We are not responsible for customs or transit delays, or any additional fees for customs clearance.

 

RETURNS & REFUNDS

What is your return policy?
We want you to love your bodysuit(s) and swimsuit(s). If you are not satisfied with your order, we will gladly accept returns which are unwashed/unworn return within 14 days of receipt. Items must be returned new, unused, and in the original packaging with tags and sanitary liner attached. Merchandise must be free of deodorant and other stains. Please contact customerservice@alixnyc.com to request your Return Merchandise Authorization (RMA#).

After 14 days, you will be eligible for online store credit only. After 30 days all sales are final. Sale items are only eligible for store credit within 14 days of receipt. Please note items marked Final Sale are not eligible for return or exchange. Original shipping fees are not refundable. We cannot make any exceptions, or accept any requests falling outside of 14/30 day time frame outlined above.

Returns/Exchanges that appear washed, worn, or damaged will not be accepted and will be returned to the customer at the customer’s expense. Tags, sanitary liner, and ALIX NYC garment bag must be intact. Customer must include provided ALIX NYC NYC return form with all required information for the return to be processed.

The customer may choose their preferred method of shipping and we recommend tracking/insurance, as ALIX NYC is not responsible for lost packages. The customer may choose to have ALIX NYC send a pre-paid return shipping label, the cost of which will be deducted from refund/credit amount.

ALIX NYC reserves the right to refuse the package and/or return the items back to the sender should the merchandise not abide by this policy.



How do I start a return?
1. Email ALIX NYC at customerservice@alixnyc.com to request your RMA#. Please allow up to 48 hours for your request to be processed. At this time, please indicate your preferred shipping method, so that we may send you a USPS label if you so choose.

2. Once your request is processed we will email you with your RMA# and a USPS prepaid label (optional, $8.20 fee). 

3. Carefully read our return policy and make sure all items are included in your package. Mail your package to:  ALIX NYC  |  209 West 38th Street, Suite 312  |  New York, NY 10018

4. Please allow 5-7 business days from receipt of return to process your return/exchange. Funds may take up to 10 additional days to show on your statement. 

How do I return an international order?
At this time we are unable to accept returns on international orders and as such, are considered final sale. For special requests please contact us at customerservice@alixnyc.com

How long does a refund take to process?
Please allow 5-7 business days from receipt of the return to process your return. Funds may take an additional 10 business days to post on your statement. Please note all sale items are only eligible for store credit and all items marked FINAL SALE cannot be returned. Additionally, international orders are considered Final Sale.



OTHER QUESTIONS

Where can I try things on?
Though we do not have any brick and mortar stores, you can check our stocklist here to see where we are stocked near you!

Do you have ALIX NYC gift cards?
We do! You can purchase them hereGift cards can be mailed anywhere in the US via standard shipping. You may choose express or overnight shipping for an additional fee. Gift card delivery outside the US is unavailable at this time. If you would like a personalized note to be included with your gift card, please reach out to customerservice@alixnyc.com

I would love to know when a product is back in stock. Can I be notified?
Our popular styles always sell out fast. But we love your feedback on what you want us to make more of. If you reach a product that’s sold out you can also e-mail at customerservice@alixnyc.com and we’ll make sure you hear about new product drops.

Do you offer price adjustments?
ALIX NYC will offer a sale price adjustment on merchandise purchased up to 7 days prior to the start date of a sale or promotion. Please be aware that the exact style and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved sale price adjustments will be credited to you in the form of store credit which will be valid for 6 months. We are unable to offer price adjustments on items originally purchased on sale or on any special promotion items that are temporarily reduced in price.


I’d love to pull from ALIX NYC for a client/shoot/editorial piece. Who can I get in contact with?
Thank you! We’re honored you'd like to include us. Please email Krupp Group at ericka@kruppgroup.com


How do I stay up to date?
Stay up to date with the latest news on sales, new arrivals and product drops by signing up for our newsletter below!