Shipping and Returns
Shipping policy
All orders are shipped using FedEx and shipping is free of charge in the EU for orders above 100€. A different courier may be used for specific countries.
Our courier usually delivers from Monday to Friday during business hours and will make one delivery attempt. If the attempt fails, your order will be stored in a pick-up point close to your location. Please contact Customer Service should you have any questions about your order at shop@alexandersmith.it.
All orders are processed automatically and we are unable to expedite or delay shipping times. Our warehouse does not operate on certain public holidays.
Where do you ship my order from?
We ship all orders from Italy.
Where is my order?
You will receive periodical updates via email with the status of your order. If you have not received such an email and believe your order is delayed or missing, please contact our customer service at shop@alexandersmith.it.
Shipping Times and Costs
STANDARD SHIPPING
ITALY (3-4 working days)
Orders over 100 € - Free shipping
Orders less than 100 € - Shipping costs: 10 €
EU (4-7 working days)
Orders over 100 € - Free shipping
Orders less than 100 € - Shipping costs: 20 €
EXTRA UE (8-10 working days) Shipping costs: 30 €
EXPRESS
ITALY (1-2 working days) Shipping costs: 15 €
EU (2-3 working days) Shipping costs: 20 €
EXTRA UE (4-6 working days) Shipping costs: 40 €
RETURNS AND REFUNDS
How can I proceed with the return of the item I bought?
- To request a return, send an email to shop@alexandersmith.it, attaching the PDF form you can download here.
- Wait for an answer from our customer service (we usually answer within 48 working hours), that will provide you all the information to be followed: the return will be managed exclusively by Alexander Smith.
- You will be asked to drop the parcel to the closest pick-up point (depending on the courier). If you wish, you can ask to have the parcel picked up by the courier at your location.
In order for the return to be properly exercised, the following provisions shall be followed:
- Products must be delivered to the Courier intact, and they must not have been used, worn, washed or altered in any way;
- Products must be returned in their original packaging;
- The original packaging must be wrapped in an additional protective packaging in order to preserve the integrity of the Products during transport.
The Consumer will also be held responsible for any decrease in value of the Products resulting from handling other than that necessary to establish the nature, characteristics and functioning of the Products.
The package can only be sent from the country where the order was placed. If the return does not meet the conditions listed above, the package will be sent again and the desired refund cannot be made.
NB: laces cannot be returned.
Is the return free?
If the right of withdrawal is correctly exercised by the Consumer in the terms and in the manner described above, the refund will be accepted and you will be notified by email.
The cost of returning the product will be charged to the Consumer, and the following amount will be deducted from the refund:
- Returns from Italy: 10 €
- Returns from EU countries: 15€
- Returns from Extra EU countris: same as the cost sustained for shipping expences at time of the purchase.
During the return procedure, we will send you a 10% discount coupon code, valid on every product present in the website www.alexandersmith.it, to be used on your next purchase.
The refund for the return of the product will not include any express shipping costs incurred for the shipping of the original order.
When will I receive the refund?
Once the return has been received and verified, we will inform you regarding the eligibility for a refund.
Usually returns are refunded within 3 working days from the date of delivery in our warehouse. Sometimes, in particularly demanding periods, it can take up to 7 working days.
The amount will be automatically refunded on the payment method originally provided. Bank or credit card processing may take some time to register the refund.
Refund times vary depending on the payment method chosen:
- Credit Card: The bank will refund the Consumer within 7 working days from the receipt of the Return Confirmation email. The time required to view the refund on your account depends on the bank.
- Paypal: the refund will be visible on the Paypal account within 24 hours of the Confirmation Return Acceptance email.
- Klarna: the refund will be visible on the Klarna account within 24 hours of the Confirmation Return Acceptance email.
You can always contact us for any questions regarding returns and refunds at shop@alexandersmith.it.