Across these reviews, customers most frequently report unresponsive customer service, delivery or tracking failures, unexpected customs or duty charges and high returns costs. Several reviewers describe missing items or refusal of refunds, and a minority report faulty or mis‑sized products. If you are considering a purchase, check the retailer’s shipping, customs and returns policies closely before ordering and confirm which markets the site supports. UK shoppers should note frequent mentions of customs and return costs and may prefer to contact their payment provider if disputes arise.
Examples from available reviews (Jun 2017 – Feb 2026).
Customer did not receive item and has not received a refund.
“never got the item.”
Customer was charged over 70% tax and received no apology.
“had to pay a tax of over 70% of the parcel’s value.”
Returns from the UK now cost £34.99, discouraging returns.
“The cost to make any return from the UK is now £34.99”
Package not received, tracking shows wrong delivery and company gave no refund.
“Still NO package, NO refund, NO response.”
Most reviews describe poor customer service: unresponsive support, slow or no resolution for refunds, returns and order problems.
Frequent complaints about unexpected customs, high return charges and perceived overpricing, increasing the effective cost of purchases.
Ordering, payment and delivery problems are repeatedly reported: failed payments, missing or incorrect tracking, wrong deliveries and complex returns.
A small number of reviewers report faulty items or incorrect sizing; these issues reportedly received little or no satisfactory resolution.
Many reviewers report no replies, delayed or templated responses and misleading tracking information when they seek help.
The dominant tone is negative: multiple reviewers state they will not buy again after unresolved orders, refunds or high additional charges.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Sitejabber (20) · Reviews (8) · Quotes shortened · As of: February 2026
Customer did not receive item and has not received a refund.
“never got the item.”
Customer was sent the wrong item and was refused a refund.
“Have been sent an incorrect item”
Taxes for parcels outside Sweden were not clearly disclosed.
“Terrible- they don’t make it clear that to receive the parcel outside of Sweden you’ll be subject to more taxes.”
Customer was charged over 70% tax and received no apology.
“had to pay a tax of over 70% of the parcel’s value.”
Payments from the UK were rejected and there is no customer service.
“There is NO customer service, None.”
Unclear shipping and customs practices with allegedly unhelpful customer service.
“Unclear about changes in shipping and customs clearance”
Returns from the UK now cost £34.99, discouraging returns.
“The cost to make any return from the UK is now £34.99”
Return policy changed without notice and customers are charged £40.
“they will charge 40 to retun the order.”
Return fee exceeds item value and reviewer calls company a rip-off.
“The return fee costs more than the boots.”
Part of the order did not arrive and no response or refund received.
“Part of my order did not arrive.”
Reviewer received no refund and no response from the company.
“no refund, no response”
Reviewer faced unexpected £100 customs and received no assistance.
“contacted by UPS demanding £100 customs fees to be delivered!!”
Website claimed taxes included but customer was charged large duties and received no support.
“the website says all customs and taxes are included, but it is a lie.”
Package not received, tracking shows wrong delivery and company gave no refund.
“Still NO package, NO refund, NO response.”
Shop failed to provide timely tracking and had poor customer service.
“the tracking page they sent me had no tracking information.”
Paid for a bike whose tracking stalled and customer service did not reply.
“tracking is stalled for the last 10 days.”
Faulty item and the company refused to help with resolution.
“Alex and Alexa refused to help in any way.”
Exchanges incur high undisclosed return costs and customer service is unhelpful.
“Exchanging items has hidden costs, not clearly explained on your website”
Returns process is complex, slow, and requires onerous documentation.
“Returning anything is complicated, long winded and now needs to be returned to an address in Sweden”
Jacket labelled 116 was significantly smaller and company refused the return.
“the jacket that I have ordered claimed to be of 116 size but in reality it is smaller than standard 104.”
Product overpriced and shipping taxes were not clearly disclosed.
“Terrible- overpriced and added shipping taxes that aren’t made clear”
Customer care is lacking and the company's stated location may be misleading.
“Total lack of customer care and they don't seem bothered about dealing with issues”
Company sells to UK but requires returns to Sweden at customer's cost.
“Happily sell to U.K. Customers but any issues and you have to return to Sweden at your own expense.”
Returns policy changed without clear communication and is inappropriate for UK customers.
“No clear communication on change in their returns policy.”
Customer service exchanged faulty trainers quickly but other shoes lacked durability.
“Pair of Trainers I ordered were faulty but they were quickly exchanged”
Delivery took much longer than promised and items arrived damaged.
“Service and shipping are a disaster”
After 55 days the package had not arrived and the company refused a refund.
“This company refuses to refund my money!”
Multiple complaints about poor quality, late shipping, and non-delivery.
“DO NOT BUY FROM THIS COMPANY!”
Good prices, quick delivery to Israel, and excellent customer service reported.
“customer service is amazing- helping me with some custom issues.”
Comfortable, good quality shoes purchased for children.
“Very nice, good quality shoes and comfortable”
Generally pleased with purchases, though delivery can be a little slow.
“Only complaint is delivery can be a little slow!”
Consistently good quality and reliable international delivery to Australia.
“quality always amazing”
Order was not shipped in time and refund was uncertain.
“customer service is telling me that nothing has been shipped so far.”
Reviewer calls the company a scam and criticises their lack of responses.
“They are a scam company!”
Quality is great and the reviewer reports no problems with returns.
“Love Alex & Alexa! Quality is great, and price point is perfect.”
Fast delivery and items fit perfectly; reviewer will order again.
“Ordered my stuff on Thursday night and it got delivered Monday afternoon.”
Card was charged but order never arrived and customer service gave no resolution.
“Card was promptly charged, delivery date cam and went, spoke to CS and told that order had not been received!”
Received wrong boots and lacked an official receipt, leaving customer without proof.
“they were the boots that were on sale and the smaller size”
Customer support is very poor and shipments frequently do not arrive on time.
“Worst customer support service!”
Items were good quality, competitively priced, and delivered promptly.
“Excellent quality competitive price and prompt delivery”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Alex and Alexa is an online retailer specialising in children’s clothing and accessories. It operates an e-commerce site offering a mix of third‑party brands and own‑label items and ships orders to multiple international markets. Consumers researching the retailer typically look for information on product range, shipping, returns and customer support.