Help Center

General FAQ

OEM Service

Original Equipment Manufacturer

Please tell us the OEM product information :

1. Which product and whether on or out the website.
2. Quantities.( MOQ of most products is 500, MOQ of clothes is 100)  and specification.
3. Logo required labeling and printing.
4. Delivery country.

Please contact us at oem@alexnld.com We are looking forward to hearing from you !

What If I Am Making A Large / Bulk Order?

We will provide you with personal customer service for large volume wholesale orders and discuss the shipping options fully.

For large volume order quotation,our VIP Customer Manager wish to serve you:

Email: sales@alexnld.com (Sales Department)

Payment Methods Accepted

There are 2 ways you can pay for your Alexnld.com orders:

  • PayPal
  • Credit Card
Paying with PayPal:
With PayPal, you can send payment quickly and securely online.
Through PayPal, you can pay with credit card, debit card, or bank account balance.
Once your order is submitted, you will be redirected to PayPal’s site where you could make the payment.
Advantages with using PayPal:
Payment is traceable. You can trace the status of your payment using your PayPal account.
Payment does not require you to use your credit card online (you can transfer directly from your bank account). Alexnld.com doesn’t see your credit card number (it is safely encrypted through PayPal’s server), which limits the risk of unauthorized use.
The location the seller is shipping to (also call the destination country or region).
——————————————————————————
Paying with Credit Card:
You can pay with your credit card (MasterCard, Visa, Discover Card, American Express) via secure gateway without registration.

 

I Have Problems in Using the Product I Ordered

Firstly, please check the English manual that comes with the product, or you can check for online manuals or Blogs for advice. If you still can’t figure out the problem, please submit a ticket to our customer service representative at: Contact Us. They will offer you professional tech support and help you assess if your product is defected.

How to return faulty goods?

Returns

If you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund within 15 days from delivery date. All returned items must be in new and unused condition, with all original tags and labels attached.

Return Process

To return an item, please email our customer service at sales@alexnld.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:

Alex NLD
Attn: Returns
RMA #
HaGiborim St 8
Tiberias, 14388
Israel

Please note, you will be responsible for the return shipping charges. We strongly recommend that you use a trackable method to mail your return.

All customers should contact us and obtain Return Merchandise Authorization (RMA) number before sending anything to us. We will not be responsible for returned item(s) without notifying us in advance.

Refunds

After receiving your return and inspecting the condition of your item, we will process your refund to the credit / debit card or PayPal account which was used to place the original order.

Please allow at least seven (7) days from the receipt of your item to process your refund. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your refund has been processed.

Exceptions

If an item is found damaged or defective on receipt, we kindly ask you to contact us within 15 days from the delivery date to arrange a refund or exchange without physical return of the item.

Please provide us with following:

1. Photos of the front and back sides of the packaging box;
2. A photo, video or screenshot of the defective item or the defective part of the parcel.

Our customer service team will communicate with you to arrange a refund or reshipment without physical return of the item.

Warranty & Repair service

If any of the items you have purchased from us is found defective within 1 year from receipt, you are entitled to a repair under warranty. Please kindly provide us with evidence photos or videos of the defective item. After providing such information to our Customer Service team  and the problem is acknowledged, you can send the items back to us for a repair.

Note:  Please be aware, we do not cover the cost of the returns fees in  warranty & repair service.

Questions

If you have any questions concerning our return policy, please contact us at:

+972 054-536-2888
sales@alexnld.com

 

How To Cancel An Wrongly Placed Order?

1. – CANCELLATION BEFORE PAYMENT

If you have not paid for your order, there is no need to contact us to cancel it. We receive hundreds of ‘test’ orders each day which our members are using to quote certain cart contents and save the invoice for later reference.

We ignore all orders until a matching payment is received. So if you haven’t paid, don’t worry, we’re not processing your order.

You are under no obligation to follow through and pay for an order just because you checked out your cart online. If you want to do test orders to save certain invoices for later you are welcome to do this.

If your order is more than a week old please note you may not be able to “reactivate” it by sending payment, because the prices of the items may have changed as well as the shipping rates and the currency conversions. You may need to repeat the order with a new cart.

2. – WITHDRAWING AN ORDER AFTER PAYMENT

If you have placed an order and you HAVE PAID, and you want to CANCEL, please contact us as soon as possible.

If you are uncertain about something on your order and you think you want to change it, please contact us and put the order on hold while you decide. This will stop the packing process so you still have a chance to make changes.

If the goods have already been shipped we cannot cancel or change the order.

If you want to cancel an order because you are ADDING further products, but not cancelling the previous items, that can usually be processed without any extra fees – please contact us.

If the order is in an early processing stage you may be able to change your mind and cancel the total order. You can ask for an refund or keep your payment as a credit.

Contacting Alex NLD

Contact Us page to submit help tickets (we aim to answer all tickets within 1 working days)

– you can also email sales@alexnld.com directly

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