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If you have an Alexander McQueen account, you can directly track your order on your Account page, in the Order History section. Here are the progress statuses:
Pending: 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.
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.
Delivered: the order is arrived.
If you performed a Guest Checkout without an account, you can Contact Us to find out the status of your order.
Once your order is confirmed, a cancellation may be possible within 30 minutes. You can do this directly from My account page, or by contacting client service via chat or phone to confirm if applicable.
We are pleased to offer a Distant Sale service via phone and live chat. 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.
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.
To continue sustainability efforts, our orders are shipped with reduced packaging. For a gift option selection, the order is packaged with our signature Alexander McQueen Gift Box, 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. 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)
The Client Service is open from Monday to Saturday 10 AM till 9 PM (KST). Our Client Service remains open on all bank holidays except on Sundays. For any question, please contact us.
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.
Alexander McQueen provide secure payment services through platform KCP.
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 www.alexandermcqueen.com, every purchase is made with maximum security thanks to the use of Trust wave 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 item, 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. - The issue must have occurred within 2 years of the date of purchase of such item. - There are no signs of improper use. - An Alexander McQUEEN technician has conducted a technical examination and authorized a return.
Returns will not be issued and repair fees will be charged where:
- The issue must have occurred within 2 years of the date of purchase of such item. - 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).
Please comply with the care instructions set out in the booklets or cards provided along with the item, or in the care labels or tags attached to the item.
All leather and suede products are naturally dyed and not artificially treated. Contact with ink, water, oil, cleaning or bleaching substances, other chemicals, light colored clothing or materials [in fugitive color], or exposure to direct sunlight should be avoided for all items.
Alexander McQueen reserves the right of final interpretation of these terms and the right to amend any and all of the above provisions without prior notice.
If you order is shipped, you may find the order tracking number in the shipping confirmation email.
Alexander McQueen provides complimentary delivery service through Ilyang Logis.
For items available in Korea, the delivery period takes approximately 1 to 3 business days, from the date of shipment.
Please note that the delivery period may vary depending on the circumstances of the delivery company.
When your order is shipped out from the warehouse, an email with your tracking number will be sent.
For security reason, all orders require a signature upon delivery.
This service is not available.
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.
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.
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
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.
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.
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.
Please contact us if you would like to cancel your account.
We currently offer exchanges for a different size, not an alternative product nor a different color. To request an exchange, please contact Client Service with your Order number within 14 days from delivery.
All items purchased from Alexander McQueen can be returned within 14 days from the date of delivery or pick-up following the below procedure.
If the contents of the item are different from what was displayed or if the contract was implemented differently, you can cancel your subscription within 3 months from the date you received the item, or within 30 days from the date you became aware of the fact or could have known about it.
Please note that returns are not possible if any of the following applies.
1. If the item is broken or damaged due to reasons the consumers are responsible for (However, this does not apply if the packaging, etc. Is damaged to check contents of the item)
2. If the value of the item has decreased significantly due to consumer use
3. If the value of the item has decreased significantly due to difficulty in reselling over time
4. If the packaging of the item that can be resold is damaged.
5. In the case of products that are individually produced to order, if the consumer's prior consent is obtained because irreparable damage is expected to occur to the seller upon withdrawal of subscription
Personalized items, swimwear, pajamas, perfume and earrings cannot be returned or exchanged.
For more information about returnable items, please refer to the return policy on the Alexander McQueen official website or contact Client Service.
1. Prepare the package. Make sure that the item you are returning is in the same condition as when it was delivered and that all tags and packaging materials are included.
2. For complimentary returns, please contact client service to request a return and pick-up.
3. Please repackage the package safely.
4. The courier company will bring a return label when collecting the package from you.
5. Once the return is processed, a return confirmation email will be sent. You can check the return progress on the Alexander McQueen official website 'My Account' page.
Online Purchase
Once the returned item arrives at the logistics center and the return is accepted, refund will be processed and a confirmation email will be sent.
For security reasons, your return will only be refunded via the original payment method.
Alexander McQueen strive to process your refund as quickly as possible. The processing time may vary depending on each bank and financial institution, and the refund may take approximately 7 to 10 business days after the refund is completed.
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.
