Many reviews describe failed deliveries, incorrect items, and refunds being refused. Several customers also mention unexpected import charges and unclear returns rules for UK orders. Other reviewers praise product quality and fast delivery in certain markets, leading to very different experiences.
Examples from available reviews (Jun 2017 – Mar 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.”
Good prices, quick delivery to Israel, and excellent customer service reported.
“customer service is amazing- helping me with some custom issues.”
Items were good quality, competitively priced, and delivered promptly.
“Excellent quality competitive price and prompt delivery”
Many reviews point to delivery and fulfilment problems. Customers mention missing parcels, tracking that stops updating, wrong items, and repeated refusals to refund. A smaller group reports quick delivery and helpful exchanges in some regions.
Several reviewers cite high return costs that were not disclosed and sometimes cost more than the item itself. Others say prices feel overpriced once duty or return fees are added. Still, a number of reviews mention good sale pricing and value that matches the product quality.
Reviews often mention tracking that is missing or stuck, along with a returns process that feels complicated. One review specifically describes a difficult returns route that requires sending items back to Sweden. A minority report an easy checkout and fast delivery.
Product feedback is mixed, with both praise and complaints. Several reviewers highlight durable, comfortable children’s clothing and footwear. Others report faulty items, sizing errors, and occasional quality issues.
Many reviews criticise unclear information about customs, taxes, and recent changes to the returns policy. Reviewers often say support does not respond when dealing with taxes, refunds, or delivery issues. A small number describe quick, helpful customer service in some markets.
Reviews show a clear split between liking the products and struggling with operations. Strong comments about product quality sit alongside repeated reports of non-delivery, high duties, and refunds that never get resolved. As a result, the brand’s reputation varies widely depending on fulfilment and after-sales support.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Sitejabber (20) · Reviews (8) · Quotes shortened · As of: March 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 that sells children’s clothing and footwear. It lists branded and own‑label products, with pages that include sizing and material information. Customers order through the website and pay online using standard payment methods. The company ships internationally and provides returns and customer support for after‑purchase questions.