Client Service

Welcome to Alexander McQueen.

 

 

In this section you can find detailed information on our online policies and procedures.

 

 

You can also use this area to follow your order and track returns. If you prefer to speak with one of our Client Advisors, feel free to contact us.

 

 

Thank you

Alexander McQueen

Frequent Asked Questions

Returns

Payment

  • How can I get a VAT refund?
  • Payment Methods
  • Payment Security

    On Alexander McQueen, every purchase is made with maximum security thanks to the use of Trustwave and Geotrust-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the “https” URL prefix and the lock symbol that appears in the browser’s address bar.

    To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.

  • Tax Information and Invoices

    Purchasing on Alexander McQueen is reserved for end consumers. Our prices are inclusive of VAT.

    For each order, Alexander McQueen issues an invoice; the document will be sent as an attachment in the Shipping Confirmation email.
    Please note: once the order has been confirmed, there is no way to modify the details you have entered and it is not possible to issue a new invoice.

Shipping

  • Can I choose a delivery date/hour?

    Unfortunately, it is not possible to choose a specific date and time.
    You can try to contact the UPS (www.ups.com) directly to organize a possible delivery date.

  • Pick up in Boutique
  • Shipping Restrictions
  • Shipping Times and Costs

    Our delivery costs are flat and there are no extra costs at delivery.
    UPS is our courier for all shipments. You will receive an email containing your Tracking Number once your package has been shipped from our Italian warehouse.


    Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After the third failed attempt, your order will be returned to our warehouse. Please note that once you have placed an order, it is no longer possible to modify your shipping address.

    Our warehouse is closed for these Holidays. Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.

  • Where is my order?

    You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email in the Follow your Order page. If you are a registered user, you can find all information related to the order in your My Account page.


    Don’t have an account yet? Register now to enjoy exclusive services.

Shopping

  • Can I cancel my order?

    We are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. The package can be returned as indicated in our Return Policy.

  • Client Service Opening Hours
  • How do Promotional Codes work?

    The Promotional Codes of Alexander McQueen give you access to exclusive offers. To receive Promotional Codes, subscribe to our Newsletter.

    To take advantage of a promotion, enter the code in the appropriate field at checkout and click “Apply”. Only one Promotional Code can be used for each order.

    If the code doesn’t work please double check the dates of the promotion and which products and categories it can be applied to from the newsletter.

  • Order Status
    Order being prepared:


    The order has been confirmed and we have already sent a confirmation email with the Order Number.

    Order has shipped:



    As soon as the order is shipped from our warehouse, we will send you a confirmation email with the Tracking Number to track the delivery. It is possible to check the order status at any time by entering the Order Number in the Follow your Order page. Registered users can also find all information related to their orders in the My Account area.
  • Ordering on Alexander McQueen

    To make purchases on Alexander McQueen you do not need to register; however, we suggest you create an account to access exclusive areas and services dedicated to our customers.

    Item search

    To easily browse our catalog, select a category from the navigation menu or browse our selections on the homepage. To find something more specific, use our filters or the website search option.

    Product information

    On each product page, you will find all available sizes and colors, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

    How to order

    1. From the item page, select the desired color and size of the product
    2. Add the product to your Shopping Bag
    3. Once you have finished shopping, click on Shopping Bag
    4. Select a shipping method and a payment method
    5. Enter your shipping details and on the following page, your payment details
    6. Check that the information you entered is correct and click “Buy Now”.




    After a few minutes you will receive a confirmation email with the details of your order. From this moment on our warehouse will take care of everything and as soon as the order ships we will notify you with another confirmation email.

  • What is a pre-order and how does it work?

My Account

  • Benefits of Registering

    Create an account for access to exclusive areas and services dedicated to our customers:

    – Wish List
    – My Orders
    – Fast Checkout

    When you register, Alexander McQueen recognizes the country in which you are located and automatically associates it to your account, which will be active only on that country’s version of the site.

  • How can I delete or change the Country of My Account?

    If you want to cancel your My Account or you want to transfer your account to the site of a country which is different from the one you registered with, please contact us.

     

  • How can I unsubscribe from your Newsletter?

    If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.

    We ask you to consider that you may still receive several more communications before your request is fulfilled; we apologize for the inconvenience.

  • I cannot log into My Account. What should I do?

    When you register, Alexander McQueen recognizes the country in which you are located and automatically associates it to your account, which will be active only for that country’s version of the site. If My Account does not recognize your email address or password, verify that you are navigating the version of the site on which you registered the account.

    If you forgot your password, click the “Forgot your password?” link on the Login page and follow the procedure to change it.

    For further assistance, contact us, we will be happy to assist you.

  • Newsletter

    Subscribe to our Newsletter and you can:

    – be among the first to discover the latest news from Alexander McQueen
    – access promotions reserved exclusively for our customers
    – receive our style tips
    …and much more!

    You can subscribe from the Home Page, by entering your email address.

Aftersales and Repairs

  • Aftersales assistance and Repairs

    Alexander McQueen offers Aftersales assistance and repair services for products purchased in flagship stores, as well as in the official Online Store www.alexandermcqueen.com.

    For products purchased on www.alexandermcqueen.com, we kindly ask you to Contact Us, sending a clear photo of the item and a full description of the issue, selecting “Aftersales and Repairs” as contact reason from the drop down menu. The team will be more than happy to provide you with additional information and assist you with your query.

    For products purchased in an Alexander McQueen boutique, we invite you to contact the nearest store at your convenience for further assistance. As an alternative, you can Contact Us, sending a clear photo of the item and a full description of the issue, selecting “Aftersales and Repairs” as contact reason from the drop down menu.

    For products purchased from a wholesale partner, Aftersales service requests need to be directed back to the wholesale retailer from which the product was originally bought. Alexander McQueen cannot accept any responsibility for products that have not been purchased directly from our official Online Store www.alexandermcqueen.com or from one of our retail boutiques.