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

Live Chat

Mon-Fri 9 am-9pm ET

Our Client Advisors are currently not available.
Call us+1 347 974 7478
Call us+1 347 974 7478

Frequent Asked Questions

Returns

  • RETURN IN STORE

    Alexander McQueen offers you the possibility to pick up for free in a store the items you ordered online.

    During the checkout process select “Pick up in store” and choose which store you would like to have your order delivered to. You will receive an email as soon as your order is ready to be picked up at the store.

    In order to pick up your order, you will need to bring with you:

    – A valid ID
    – The shipping confirmation email (printed or on a mobile device).

    If someone is collecting an order on your behalf, they must bring:
    – A copy of your valid ID
    – A valid ID of the person collecting
    – The shipping confirmation email (printed or on a mobile device)
    Letter of Authorisation.

    If the item is not picked up within 15 days of delivery to the store, the order will be returned to our warehouse and we will issue a refund.

  • Return Policy

    You can return any item purchased on Alexander McQueen within 20 days of the delivery date. Here’s how:

    – Fill out the Return Form.
    – Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
    – Use the pre-paid UPS Return Label included in your order and leave the package at a UPS drop-off location.

    Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

    Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

    For further information on the conditions for exercising your right to return, please see the Legal Area.

  • Where is my return?

    You can check the status of your return at any time on the Follow your Return page.

  • Exchanges

    If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost within 20 days of delivery date.

    Fill out the Return Form, choose the “Exchange” option and select a replacement size and/or color from those available. We will then hold the item for you and as soon as we receive your return, we will ship it to the address from your original order.

    You will receive a Shipping Confirmation email when the package has been dispatched. You can exchange the size and/or color of an item one time only, but you can always return it by following the instructions in our Return Policy.

  • Refunds

    We usually accept returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.

    The time needed to process your refund may vary based on the payment method used:

    Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.

    PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.

Payment

  • Payment Methods

    Alexander McQueen accepts the following payment methods:

    Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron.
    The total will be charged to your card when the order is shipped.



    Alexander McQueen features a Fast Checkout option, allowing you to securely save your credit card details so that you don’t have to re-enter them for future purchases.

    PayPal: Shop easily online without having to enter your credit card details on the website.
    Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.

  • 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

    Sales Tax is applied to your order in accordance with individual state and local regulations if your shipping address is in a State where retail stores, company establishments or one of our partners are located.

    For this reason, sales tax might be added to your merchandise total and displayed on the payment page of the cart.

Shipping

  • Shipping Times and Costs

    UPS is our courier for all shipments. You will receive an email containing your Tracking Number once your package has been shipped from our U.S. distribution center, approx. 2-3 business days from order date.

    All orders are processed automatically and we are unable to expedite or delay shipping times.

  • Shipping Restrictions

    At this time we are unable to ship orders to General Delivery, P.O. Boxes, APO, FPO, U.S Territories. Orders made to any of these addresses will be cancelled.

    The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically cancelled. Please select the correct country site for your order from the link in the corner of every page.

  • 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.

  • Pick up in Boutique

    Alexander McQueen offers you the possibility to pick up for free in a store the items you ordered online.

    During the checkout process select “Pick up in store” and choose which store you would like to have your order delivered to. You will receive an email as soon as your order is ready to be picked up at the store.

    In order to pick up your order, you will need to bring with you:
    – A valid ID
    – The shipping confirmation email (printed or on a mobile device).

    If someone is collecting an order on your behalf, they must bring:
    – A copy of your valid ID
    – A valid ID of the person collecting
    – The shipping confirmation email (printed or on a mobile device)
    Letter of Authorisation.

    If the item is not picked up within 15 days of delivery to the store, the order will be returned to our warehouse and we will issue a refund.

    At the moment the service is available in the following stores:

    Alexander McQueen Madison Avenue
    747 Madison Avenue
    10065 New York NY US
    1 212 645 1797
    madison@alexandermcqueen.com

  • 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.

Shopping

  • 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?

    A pre-order is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated for each pre-order item within the product page.

    – Mixed order consisting of currently available and pre-order items: the products will be dispatched at two different times, but you will be charged only once for the shipping fees
    – Order consisting of pre-order items with different delivery dates: the products will be shipped together on the latest estimated delivery date.
    In any case, you will receive a confirmation email as soon as the package is shipped. The purchase of pre-order items can be made with Credit Card only. Once you complete your order, we will ask your bank to verify the supplied details; the validity of your credit card could be confirmed through a payment authorization of 1 USD.

    This authorization is not a charge: Alexander McQueen will charge your card only once the package is being shipped.

  • 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.

  • 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

    Our Client Service is available from Monday to Saturday, from 9am to 9pm (EST), excluding the following closure days:


    Monday, January 1st (New Years Day)
    Monday, January 15th (Martin Luther Kind Day)
    Monday, February 19th (Presidents Day)
    Monday, May 28th (Memorial Day)
    Wednesday, July 4th (Independence Day)
    Monday, September 3rd (Labor Day)
    Monday, October 8th (Colombus Day)
    Wednesday, November 21st closed at 6pm (EST) (Thanksgiving)
    Thursday, November 22nd (Thanksgiving)
    Monday, December 24th closed at 6pm (EST) (Christmas)
    Tuesday, December 25th (Christmas)
    Tuesday, January 1st, 2019 (New Years’ Day)

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.

  • 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.

  • 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.

  • 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.

  • 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.

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.