Client service
Welcome to Alexander McQueen Customer Service.
Here you can reference our policies, frequently asked questions, orders and returns tracking.
Our Customer Service Team will be happy to give you further assistance on all other enquiries.
Call us
Mon to Sat: 9:30am-7pm
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FAQ
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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 accessing Order History in My Account area.
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.
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 22nd, Easter Monday
May 1st, Labour Day
May 8th, Armistice 1945
May 30th, Ascension Day
June 10th, Whit Monday
July 14th, National Day
August 15th, The Assumption
November 1st, All Saints Day
November 11th, Armistice 1918
December 25th, Christmas Day
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.
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.
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 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.
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. 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.
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 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.
Currently orders cannot be exchanged online. Exchanges for purchases made through www.alexandermcqueen.com may be returned to one of our directly operated, stand alone stores. To find your nearest location, please click here.
*excludes department stores, wholesale and franchise.
You can return any item purchased on Alexander McQueen within 30 days of the delivery date.
1. Fill out the Return Form.
2. 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.
3. Pack the items in the order box (or any rigid carton box) and stick the pre-paid courier label over the prior delivery information. Using the label provided will guarantee a refund in the event of theft or loss during delivery to our warehouse in Italy.
4. Please contact the carrier who delivered your parcel and quote the waybill number included in the package to arrange the pick-up.*
*If you have received your parcel in Hong Kong, Singapore or Australia, please contact our Customer Service and we will happily schedule your pick up for you.
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.
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.
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.
Orders made through www.alexandermcqueen.com can be returned to one of our directly operated stores for an exchange or a refund. To find the nearest location to you, please click here.
*excludes department stores, wholesale and franchise.
We will try our best to guarantee the exchange but, exceptions, for any reason, may occur. In case of doubt please contact our stores or client service for further assistance.
Purchases made within our directly operated stores may be returned for an exchange. To find the nearest location to you, please click here.
Due to restrictions, our worldwide policy does not extend to China or Japan, for any purchases made abroad.
If you've lost the pre-paid return label, please contact our Customer Service to provide you with a new one.
You can check the status of your return at any time in your Order History on My Account page.
You can check the status of your order and track its delivery at any time. You can find all information related to the order in your My Account page.
You may also find your order tracking number in the Shipping Confirmation email.
Our delivery costs are flat and there are no extra costs at delivery.
Please find in below the courier serving your country. You will receive an email containing your Tracking Number once your package has been shipped from our 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.
Signature is required at delivery of all orders for security purposes.
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.
Currently orders placed online cannot be collected from the store. Subscribe to our newsletter and stay updated on the latest developments.
At this time we are unable to ship orders to General Delivery, P.O. Boxes.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 your order to be delivered to a different country, please select your preferred Shipping country on the menu bar before placing your order.
Unfortunately, it is not possible to choose a specific date and time.
You can try to contact the courier serving your country directly to organize a possible delivery date.
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.
If you want to cancel your My Account please contact us.
Create an account for access to exclusive areas and services dedicated to our customers:
– Wish List
– My Orders
By registering to AlexanderMcQueen.com you will be able to use your account to shop in all the countries we serve.