Customer Service

 

Quality, Insurance and Guarantee

Your Lee Alexander leather product is made using only high quality leather, our suppliers are reliable,
and are at the market for long time. We don’t work with pigmented leathers, as we think you deserve 
better than a product made with poor quality leather covered in pigment. All our leather and skins are 
tanned keeping the natural looks of animal, then, tonal variations, marks or veins are natural features 
of the leather and should not be considered imperfections. Our hardware have been selected by 
quality, they are varnished to avoid corrosion, giving them durability.


All our fabrics are purchased only in New Zealand through reputable suppliers. Also, we always stand 
behind manufacturing faults by our internal quality control system, but we cannot be held responsible 
for any other damage to fabric, caused by inappropriate care. Please read the (Care instructions). 
Lee Alexander insures each purchase during the time it is in transit until it is delivered to you. All orders 
require signature upon delivery, at which point responsibility for the shipment passes to you. If you 
have specified a recipient other than yourself for delivery purposes, you also accept that signature by 
the third party is sufficient evidence of delivery and fulfilment by Lee Alexander. Transfer of 
responsibility will therefore be passed to the recipient. 


Items are classified as faulty if they are received damaged, or where a manufacturing or materials fault 
occurs within 12 months of purchase. Please note that items that are damaged as a result of wear and 
tear are not considered to be faulty. Please refer to our (Care instructions) page below, for tips on how 
to adequately look after your product. Items accepted by us as faulty, will be exchanged for the same 
type of product in the same size, subject to availability. Refunds for faulty items will be made within the 
10 day period following our receipt and assessment of the goods.


Orders, Returns and Exchanges.

All products online in our website are photographed individually, what means you will receive exactly
what you purchased online. Be aware though that your computer screen may not show the exact shade 
or colour.


We guarantee the quality of our products. Should a fault in the leather, components or workmanship 
slip past our quality control checks, then contact us by email (alex@leealexander.co.nz) explaining the 
problem within 10 days of receipt of goods. We will either refund your purchase price or provide a 
replacement in exchange for the faulty item. Please quote your product reference number. We also will 
pay the return shipping cost.


Note: Please read carefully (Care instructions) below, we are not responsible for damages caused by 
inappropriate cleaning or care. 


If, for any another reason you are not happy with the size or colour of your purchase, we are happy to 
exchange it for the same product reference, please contact us by email (alex@leealexander.co.nz) to 
obtain approval and check availability of items for exchange. For obtain this service, contact us within 
10 days of receipt of goods. At this situation, the cost of returning an items is client’s care and we will 
charge the resend cost. 


Note: The returned item must be undamaged and with all labels intact.

 

Shipping and Delivery

At maximum, all orders are processed at our studio in Napier within 2 business days. Purchases in New 
Zealand will be delivered to your door between 3 and 5 working days after the payment confirmation. 
Shipping free. 


Australia’s purchases will be delivered to your door between 5 and 10 working days after payment 
confirmation. Shipping free. 


Delivery anywhere in the world between 15 and 30 working days, the transit time may vary considerably 
for different parts of worlds, we advise you to contact us by email (info@leealexander.co.nz) and 
enquire a time quote for delivery to your country. Shipping free for all around of world. 
Note: the customer is responsible for all imports charges that relate to customs or duty that may be 
applied in certain countries.

 

Care instructions

Leather and hair care.

Avoiding contact with water, grease, perfumes or cosmetics

Avoiding over-exposure to extreme heat or direct lighting

Being careful not to rub your bag with anything coarse or abrasive.


On most of our leathers, the scratches may be reduced by delicately massaging the leather. 

The cleaning must be by wiping your bag with care using a clean and soft cloth, if need just moistened 

with clean water. Never wash any leather or fur. 


Storing in its protection bag in a cool and dry place when not in use. 


To clean the fur, first brush delicately in the direction of the hair to remove loose dirt, then, using a 

damp cloth, gently rub the fur being sure to avoid excessive moisture.


Garment care
Avoiding contact with perfumes, makeup, facial cleanser, body lotions, body sprays, deodorant, and 
hair spray products and cleaning products. 

Always follow washing instructions inside your garment.

Make sure your detergent is fully dissolved before submerging your garment, as direct contact with any 
detergent can bleach fabric or weaken fibres. 

We recommend using a detergent specially formulated for delicate fabrics.

We recommend hand wash reasonable quickly in cold water for all our garments, but some may be 
machine washed (read label inside your clothe), turned inside out and with similar colours. 

Rinse your garment after washing to remove any detergent residue.

Do not soak your garment, take them immediately to line dry, which must be in shade, after gently 
squeezed out excess water. 

We do not recommend to use Clothes dryers, they can shrink your garments, and we are not 
responsible for such damage.

Do not spot clean your garments as this can create marks. If you have a mark or stain you want to try 
and remove, we recommend taking it to your local dry cleaner for advice.
Do not spray perfume (or anything) directly on clothing.

Make sure your deodorant, lotions and sprays are completely dry before getting dressed. 
Make a sure you are trying on you right, wear a size smaller will cause stress on the seams and they 
may rip.

Extra care is needed with delicate or sequinned fabrics.