Client service
Welcome to Alexander McQueen Client Service.
Here you can reference our policies, frequently asked questions, orders, and returns tracking.
Our Client Service Team will be happy to give you further assistance on all other enquiries.
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Mon to Sat: 8:30am-6pm
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FAQ
Order is processed:
The order is confirmed and we have sent a confirmation email with the Order Number. If you do not see the email, please check your SPAM folder.
Order is shipped:
We will send you a tracking number as soon as the order is shipped from our warehouse. You may also check the order status at any time by accessing Order History in your account.
Unfortunately the order cannot be cancelled once it has been confirmed. The package can be returned as indicated in our Return Policy.
Our Client Service is available from Monday to Saturday, from 9am to 6:30pm (GMT), excluding the following closure days:
January 1st, New Year’s Day
April 10th, Easter Monday
May 1st, Labour Day
May 8th, Victory Day
May 18th, Ascension Day
May 29th, Pentecost
July 14th, Bastille Day
August 15th, The Assumption Day
November 1st, All Saints Day
November 11th, Armistice Day
December 25th, Christmas Day
We are pleased to offer a Distant Sale service via phone, online chat and phone. Our client service team will be able to process your order over the phone in most cases. To benefit from this service, please contact Client Service.
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.
We are pleased to offer a Reserve in Store service. This option allows you to reserve a product in a specific version or size to try on at a previously selected Alexander McQueen Store. If you select the Reserve in Store option, there is no obligation to purchase the selected product.
On our e-commerce website, please select a product and size. Please click on Reserve in Store. Select a country/region and city then Check Availability. Depending on product availability at the selected store, please click Reserve in Store. Please complete the online contact form with your details and click Send.
Once the reserved merchandise is available, you will receive a notification e-mail from the Store confirming the day and time of collection. Please present this email at the store upon collection, along with your ID.
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; For pre-orders, payment authorization is of full amount.
This authorization is not a charge: Alexander McQueen will charge your card only once the package is being shipped.
All our Gift orders come with our signature Alexander McQueen Gift Box and Ribbon, complemented by a card to write your personal message.
Our packaging includes paper and carboard that is certified by the Forest Stewardship Council (FSC), a voluntary certification which provides third-party verification on sustainable forest management and recycled content. All orders are shipped with shopping bags that are made of FSC certified paper containing no less than 40% post-consumer recycled content, with handles made of certified* organic linen. Our garment and dust bags are made of certified* organic cotton, while our stationery and printed materials are also FSC certified.
Our packaging is developed to be recycled in accordance with local laws and regulations.
*according to the Global Organic Textile Standard (GOTS) and/or Organic Content Standard (OCS)
Alexander McQueen accepts the following payment methods:
Credit Card: Visa, MasterCard, American Express, JCB Diners, Visa Electron, Discover (US only), Maestro enabled debit cards.
The total amount 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, please visit paypal.com.
Cash on Delivery: This option is only available in Japan. At time of delivery, you must have the exact order total indicated in the shipping confirmation email in cash. The courier cannot provide change and does not accept cheques. For eventual refunds, you must indicate a bank or postal account. This payment method has no additional cost.
Purchasing on Alexander McQueen is reserved for end consumers. All prices are inclusive of VAT.
Alexander McQueen issues an invoice for each order; the document will be sent as an attachment in the Shipping Confirmation email.
Please note: once the order is confirmed, we cannot modify the details you have entered and it is not possible to issue a new invoice.
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.
Alexander McQUEEN provides after sales services for any items purchased from www.alexandermcqueen.com or its directly operated stores. If you have a request, we invite you to visit your closest store or contact our client service team here.
Unless otherwise stipulated in the care card of the items, should any issue occur, a free of charge repair, an exchange or store credit (valid for one year from date of issue) at the discretion of Alexander McQUEEN will be offered based on the below criteria:
- Proof of purchase is provided - Product Care Guarantee is within TWO (2) years from date of purchase - No signs of inproper use - Alexander McQUEEN techinican has conducted a techincal examination and authorised a return.
Exchange and store credit will not be issued and repair fees will be charged where: - Product Care Guarantee is more than TWO (2) years - The item has been damaged by improper use - The repair is necessary due to normal wear and tear
For the avoidance of doubt, repairs for items purchased in an Alexander McQUEEN outlet store will only be available in an Alexander McQueen outlet store in the same country (or region if applicable).
Whether or not this policy applies shall be solely determined by Alexander McQUEEN subject to applicable laws.
Online Purchase
We offer complimentary exchanges on online purchases. To request an exchange, please contact Client Service with your Order number within THIRTY (30) days from delivery. You will then have 14 additional days to send the item back to us.
We currently offer exchanges for a different size, not an alternative product nor a different color.
In-Store Purchase
Alexander McQUEEN stores will offer an exchange if the item is returned within THIRTY (30) days to a store in the same country of sale and accompanied by the original sales receipt. If an exchange cannot be found then a store credit may be offered (where applicable). Store credits are valid for one year from the date of issue.
Items bought from an Alexander McQUEEN outlet store must be returned to the same Alexander McQUEEN outlet store.
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You can return any item purchased on Alexander McQueen within 30 days of the delivery date.
Please ensure that all items are returned in perfect condition, unworn and have all of their tags and original packaging. Shoes must be returned with their original boxes. Any items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and will be sent back to you.
We do not accept returns of merchandise purchased on any site other than AlexanderMcQueen.com.
Please follow the steps below:
1. Register your return online by connecting to your account. Once the return is registered, you will receive a return confirmation email.
2. Download the pre-paid return label from the return confirmation email.
3. Prepare your package: Place your item in its original packaging. Attach the pre-paid label to the outside of the box, removing all other labels. Seal the package securely.
4. Contact the original carrier to arrange the collection or the drop-off of your package within 14 days of submitting the online return form or contact us for assistance.
5. Once the return is processed, you will receive a return confirmation email.
If you wish to return your item in store, please visit the store locator on alexandermcqueen.com to find the nearest store.
On behalf of our clients, free standing stores will facilitate a return by shipping parcels back to our warehouse. Upon arrival and acceptance of the returned parcel and merchandise a refund will be administered. Kindly note, returns are not possible in department stores or outlets locations.
Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.
You can check the status of your return at any time in “My account” on alexandermcqueen.com.
For further information on the conditions for exercising your right to return, please see the Legal Area.
- We are sorry but be cannot accept returns on any of the following product:
- Personalized products, such as monogrammed products
- Products made to measure or to your specifications;
- Products likely to be easily deteriorated or expired;
- Products which cannot be sent back given their nature (e.g. unsealed fragrance or cosmetics products), or for hygiene reasons (such as underwear, bathing suits, swim trunks, earrings and pierced jewellery).
For more information and product that can be returned, please consult the return policy on alexandermcqueen.com or contact our client services for any questions.
For further information on the conditions for exercising your right to return, please see the Legal Area.
Online Purchase
Your return will be processed within 5 to 7 business days after the item(s) have been received by the Alexander McQueen team. 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.
Cash on Delivery: Your refund will be issued through wire transfer to a bank account that should be indicated in the Return Form. You will see the refund in your account within 10 business days of the Return Confirmation email.
In Store Purchase
Alexander McQUEEN does not offer refunds of items purcased from stores unless required by local regulation.
If you have lost the pre-paid return label, please contact our client service team to reissue you a new one.
You can check the status of your return at any time in your Order History on My Account page.
If you order is shipped, you may find the order tracking number in the shipping confirmation email.
Alexander McQueen offers complimentary express shipping for all orders.
Orders will take 24- 48 hours to process before it is dispatched from the warehouse. Once the order is shipped from our warehouse, you will receive an email containing the tracking number.
Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After third 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.
Signature is required at delivery of all orders for security purposes.
Our warehouse is closed for public holidays. Please plan accordingly as orders will not be shipped out on those respective dates. All orders are processed automatically and we are unable to expedite or delay shipping times.
Upon delivery, please make sure that the number of boxes delivered are as stated on the shipping confirmation email, and that the package is not damaged in any way. Any damage to the packaging and/or the product or any discrepancy between the number of boxes delivered should be immediately notified by indicating the condition of the parcel (damaged package, open box...) in writing on the courier’s delivery documents, under your signature.
Our warehouse will be closed on :
- January 1st
- January 6th
- April 17th
- April 18th
- April 25th
- May 1st
- June 2nd
- August 15th
- November 1st
- December 8th
- December 25th
- December 26th
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.
Unfortunately, it is not possible to choose a specific delivery date and time.
You may contact the courier serving your country to plan a possible delivery date.
Orders placed online may be collected directly from one of our Stores, provided that your Order does not contain any Pre-order Products.
This service is only available at certain Alexander McQueen stores, and for certain products, when you choose the delivery method for your online order.
To select this option, please select Pick Up in Store in Store upon checkout and complete the purchase.
You will receive an email when your order arrives at the store. You will then have 15 days to collect it, failing which we will send you a withdrawal confirmation email. Following your confirmation, we will reimburse the amount paid.
To collect your order, speak to a member of our sales staff at the store and show them:
- the email or text message confirming availability of your order (paper copy of the email or email/text message on your smartphone or tablet);
- a valid ID.
We do not to ship orders to General Delivery, P.O. Boxes at this time. 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.
If you would like to ship your order to a different country, please make sure to change the country site on the menu bar before placing your order.
We do not to ship orders to General Delivery, P.O. Boxes at this time. 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.
If you would like to ship your order to a different country, please make sure to change the country site on the menu bar before placing your order.
Unfortunately, we are unable to provide delivery in the following areas
- France: oversea territories
- Finland: Aland islands
- Italy: Livigno, Vatican and San Marino
- Switzerland: Samnaun
- Andorre
- Liechtenstein
- Spain: Balearic islands, Coastal islands, Canary islands, Ceuta and Melilla
- Portufal: Azores, Madeira, Coastal islands
- Ireland: Coastal islands
- Netherlands: Coastal islands, Netherlands Antilles
- Denmark: Faroe islands, Greenland
- United Kingdom: Hebrides, Orkney, Shetland, Scilly, Isle of Wight, Isle of Man, Gibraltar, Channel islands, Jersey
- Germany: Coastal islands
- Norway: Coastal islands
- Sweden: Coastal islands
- Greece: Greek islands, Crete
- Cyprus: Lefkosia islands, Lemenos islands, Ammochostos islands, Larnaka islands, Pafos islands
- Turkey: Turkish Cyprus, Aegan Sea islands, Black sea islands, Sea or Marmara, Mediterranean Sea islands
- Croatia: Coastal islands
- Virgin islands: Saint Thomas, Saint Croix
You will have access to exclusive areas and services dedicated to our registered customers.
By registering on www.alexandermcqueen.com, you can also use your account to shop in all the countries we serve.
Please contact us if you would like to cancel your account.
You may click the “Forgot your password?” link on the Login page and follow the instructions to change your credentials.
Alternatively, you may contact us for further assistance.