If you have a McQueen account, you can directly track your order on your Account page, in the Order History section. Here are the progress statuses:

• Pending: you have received a confirmation email with the order number. The order is being processed by our system and warehouses.

• Shipped: the order has been shipped from our warehouse. You can use the tracking link that we sent you by email.

• 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 Distance Sale service via online chat and phone. Our client service team will be happy to process your order over the phone, some exceptions apply.

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 McQueen Store. If you select the Reserve in Store option, there is no obligation to purchase the selected product.

• On our e-commerce website, select a product and size, then click on Reserve in Store.

• Select a country/region and city, then Check Availability.

• If the product is available at the selected store, click Reserve in Store.

• Complete the online contact form with your details and click Send.

Once the reserved product is available, you will receive an email from the Store confirming the day and time of pickup. Please present this email at the store 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: 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 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)

Our Client Service is available from Monday to Saturday, from 9:30am to 7pm (GMT), excluding the following closure days:

• 1st January, New Year's Day

• 21th April, Easter Monday

• 1st May, Labour Day

• 8th May, Victory Day

• 29th May, Ascension Day

• 9th June, Pentecost Day

• 14th July, Bastille Day

• 15th August, Assumption Day

• 1st November, All Saints' Day

• 11th November, Armistice Day

• 25th December, Christmas Day

The Promotional Codes of 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.

McQueen accepts the following payment methods for online orders only:

• Credit Card: Visa, MasterCard, American Express, Discover.

McQueen features a Fast Checkout option, allowing you to securely save your credit card details so that you do not have to re-enter them for future purchase.

• Apple Pay: Shop easily without having to manually enter your credit card details or other personal information on the website. You will be charged once the items are shipped.

• PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the items are shipped. To register for a PayPal account, visit paypal.com. Please note PayPal is not offered as a payment option for Pre-Orders.

Please note, when using a debit card, you may see in your bank statement an authorization amount which means your funds for the purchase amount are on hold. The funds will only be debited once the product is shipped and there may be a second and separate line item for this transaction.

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

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.

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.

Free of charge repair

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 McQueen will be offered based on the below criteria:

• Proof of purchase is provided

• Product Care Guarantee is within 2 years from date of purchase

• No signs of improper use

• McQueen technician has conducted a technical examination and authorized a return

Charged repair fees

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 a McQueen outlet store will only be available in a McQueen outlet store in the same country (or region, if applicable).

Whether or not this policy applies shall be solely determined by McQueen subject to applicable laws.

If you order is shipped, you may find the order tracking number in the shipping confirmation email.

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.

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.

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 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 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.

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

• Portugal: 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 will be closed on :

• 30th March

• 25th April

• 1st May

• 15th August

• 2nd November

• 8th December

• 24th December

• 25th December

• 26th December

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.

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 call us at +44 20 33 18 59 21 for further assistance. 

Please call us at +44 20 33 18 59 21 if you would like to cancel your account.

Online Purchase

We offer complimentary exchanges on online purchases. To request an exchange, please visit the Order Details section of your My Account and select ‘Exchange this Item’—this will be available as soon as the item has been delivered and will be available for 30 days.

Exchanges are complimentary. Please note that exchanges can only be done for the same item/price, but in a different size and/or color. Your new item will be shipped to the same delivery address selected for the initial order.

Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your exchange.

In-Store Purchase

McQUEEN stores will offer an exchange if the item is returned within 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 McQUEEN outlet store must be returned to the same McQUEEN outlet store.

You can return any item purchased on McQueen within 30 days of the delivery date.

There are two ways to request a return:

1. Register your return via : https://www.alexandermcqueen.com/guestorder?orderType=return

2. Visit the Order Details section of My Account and select 'Return this Item', will be available as soon as the item has been delivered and will be available for 30 days.

We do not accept returns of merchandise purchased on any site other than AlexanderMcQueen.com.

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. If your parcel was delivered to Monaco, please contact Client Service to provide you with a return label.

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 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).

Online Purchase 

Your return will be processed within 5 to 7 business days after the item(s) have been received by the 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.

In Store Purchase 

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 call our team at +44 20 33 18 59 21 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.