FAQ

FAQ

These are the FAQ (Frequently Asked Questions) that can help you during the navigation in Alexander Smith website.

1. In which countries can I buy? Currently, it is possible to make purchases in all countries of the world.

2. Which languages ​​can I navigate in? The languages ​​available for navigation on the Alexander Smith website are Italian and English, which can be selected directly from the homepage of the website to allow you the shopping experience that best suits your needs.

3. Will I receive the same product represented in the photo? Yes, but being the handcrafted products there could be some minor differences in the finishing of the same.

4. Will I be able to receive regular information about Alexander Smith's news and offers by e-mail? Yes, you can do it by subscribing to the Alexander Smith newsletter. By doing so, you will receive information on Alexander Smith news and promotions.

5. How can I be sure that I have sent my order correctly? After sending the order, you will receive a confirmation email to the address indicated in the order. If this does not happen, please contact Customer Service.

6. Will I be able to be informed about the status of my order? Yes, for any information write to our Customer Service, which will provide you with all the requested information below.

7. Will I be able to unsubscribe from the Alexander Smith newsletter? Yes, you can unsubscribe from the newsletter at any time.

8. What can i do if i receive a damaged item? Alexander Smith only sells new items in perfect condition. If, exceptionally, you receive a defective product, please contact our Customer Service, who will respond in a short time and resolve the situation.

9. What can I do if I receive the wrong item? If you receive an article or a wrong size, please contact our Customer Service who will find the most suitable solution for you.

10. How long does it take for my order to arrive? Delivery terms depend on the type of shipment chosen and the place of destination. Consult the dedicated page for more information: https://www.alexandersmith.it/it/policies/shipping-policy.

11. What are the shipping costs that are attributed to my order? Shipping costs depend on the type of shipment and the country of destination. Consult the dedicated page for more information: https://www.alexandersmith.it/it/policies/shipping-policy.

12. Can the country in which the goods are delivered be different from the one in which the goods were purchased? No, the country in which the goods are delivered must be the same country indicated in the shipping address, while it is possible to request shipping to a different address than the billing address as long as it is in the same country.

13. What are the accepted payment methods? The accepted payment methods are the most commonly used credit cards and PayPal. Consult the dedicated page for more information: https://www.alexandersmith.it/it/pages/payment-methods.

14. How long does it take to return the goods? Products purchased online can be returned within 14 days of receiving them. The product you wish to return must be in perfect condition. The return form must be completed. The reimbursement of the prices of the returned products will take place exclusively by crediting the payment method used for the purchase. The shipping costs related to the return of the product will not be refunded. You can only request a refund by shipping.

15. How long does it take to exchange the goods? Products purchased online can be exchanged within 14 days of receiving them. The product you want to change must be in perfect condition. It is necessary to fill in the exchange form. You can change product by shipping (the shipping costs of the new product will be charged to the customer).

16. How can I return / exchange the goods? The return / exchange of the goods is handled by us. All you have to do is write an email to our Customer Service attaching the return form (https://cdn.shopify.com/s/files/1/0423/9972/7777/files/Modello-reso-returned-goods.pdf?v=1613060454) and indicate the day and preferred time for the collection of the goods. You will not have to worry about booking the courier: the collection is organized exclusively by Alexander Smith. Consult the dedicated page for more information: https://www.alexandersmith.it/it/pages/returns-and-refunds.

17. How can I find out which size is best suited to my foot? For any doubt about the size of the product, consult our Size Guide which you can easily find here: https://www.alexandersmith.it/it/pages/size-chart.