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Delivery and returns

DELIVERY TIMES AND COSTS

 


NACEX

All orders to Spain, Andorra and Portugal are shipped via NACEX.

We aim to have your order with you within 1-2 working days from the time you get the confirming email from ALEX ANDRĒ.

The price of the shipping is included and it appears in the calculate shipping window.

A signature is required for every delivery and it is at this point where the responsibility for the goods delivered is passed to the consignee.

 


DHL

All european and international orders are shipped via DHL express .

We aim to have to your order with you within 1-3 working days for European addresses and 2-4 working days for all international addresses from the time you get the confirming email from ALEX ANDRĒ.

The price of the shipping is not included and it appears in the calculate shipping window as follows in the next shipping price list:

France and Italy 21 EUR
Switzerland and Norway 37 EUR
Rest of Europe 32 EUR
USA/Canada 53 EUR
Brasil, Argentina, Chile, Mexico, UAE 49 EUR
Australia, Singapore, Japan, Korea, China (Hong Kong, Beijin, Shangai) Indonesia 72 EUR
Rusia 69 EUR

A signature is required for every delivery and it is at this point where the responsibility for the goods delivered is passed to the consignee.

Please note that all delivery times should be referred to as guidelines only and may vary during holidays or local bank dates.

 


TAXES AND DUTIES

We deliver to the following countries on a DDP (Delivery Duty Paid) basis. This means all import duties/customs taxes and local sales taxes are calculated and included within the purchase price.

Andorra Germany Netherlands
Austria Greece Poland
Belgium Greenland Portugal
Bulgaria Hungary Romania
Croatia Ireland Slovakia
Cyprus Italy Slovenia
Czech Republic San Marino Spain
Denmark Latvia Sweden
Estonia Lithuania United Kingdom
Finland Luxembourg
France Malta

We also deliver to various other countries on a DDU basis (Delivery Duty Unpaid). This means you will be liable for any local sales taxes or import duties which may be charged on the delivery of your order.

We will always seek confirmation from you prior to dispatching your first DDU shipment to make sure you are fully aware of the DDU policy.

List of DDU countries:

Australia China: Hong Kong Norway
Argentina China: Beijin Rusia
Brazil Chile Switzerland
Canada Mexico United Arab Emirates
China: Shangai Japan USA

 

IMPORTANT INFORMATION

  • Before we dispatch your order to you, we may need to confirm your details with your card issuer and verify your billing and shipping address.
  • If you have pre-ordered an item it will be shipped once the item is in stock.
  • Once your order has been shipped, we are unable to redirect it, please ensure there will be someone available to sign for your parcel.
  • Orders can only be shipped to the billing address or a corporate work address, to avoid delays please ensure that your billing details are correct and matches the address on your credit card statement.

 

RETURNING YOUR PURCHASE

If for any circumstance you want to exchange for another size or your want to return a faulty item we aim to proceed the following steps between the 14 days after receiving the goods:

– Contact us by writing at customercare@alexandre-shoes-x and shortly we will respond by giving a RMA code which must be used to follow the return process.

– Without this code, no reimbursement will be made. We ask that you explain the reason why you want to send your item(s) back.

– Once receipt of the Return Code you will be entitled of 14 days period to refund the goods.

– From the reception of the goods, ALEX ANDRĒ will refund the price paid if it is aplicable in a maximum term of 30 days

ALEX ANDRĒ will not take care on any transportation costs for returning the product without any previous permission and following the steps already described.

This return policy is governed by Spanish law. Please read the return policy for further information.

 

EXCHANGES

Exchanging an item for a more suitable size is free of charge, however all exchanges are subject to stock availability. To exchange your item, follow the steps of RETURNING YOUR PURCHASE ensuring you request an exchange and specify which size you require.

As we are unable to exchange any item for an alternative colour or style, we suggest that you return your purchase for a refund and place a new order for the preferred item.

If you are located outside the EU you will be required to pay additional taxes and duties on the replacement item.

 

FAULTY ITEMS

An item is deemed faulty if it has been received by you in an imperfect condition.
We do not consider wear and tear to be a fault; you may refer to our Product care guide here for further information.

All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.

Exchanges are possible subject to availability, should you prefer to have an exchange please let us know when you request your RMA number.

To return a faulty item to us, you should follow the steps of RETURNING YOUR PURCHASE as mentioned above.

 

RECEIVING AND REFUND

All undamaged, correctly returned products will be credited to the original purchaser’s credit card including sales taxes for all EU country shipments excluding delivery charges. International customs duties and sales taxes are non- refundable for shipments outside the European Community (EU).

Please note that refunds may take up to 10 working days to appear in your account depending on your card issuer.

 

RETURNS POLICY

Todo cambio o devolución tiene que realizarse haciendo llegar el producto en las mismas condiciones en las que fue enviado, incluyendo el embalaje, etiquetas y sellos de garantía que contuvieran.

El cliente es el responsable de hacer llegar el producto en perfectas condiciones a ALEX ANDRĒ y en caso de recibirse con algún tipo de daño no se procederá a la devolución o cambio del producto.

  • Shoes should be tried on a carpeted surface and kept in dust bags until you are sure you are keeping them. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to you.
  • We will inform about the transport procedement once received the email.
  • ALEX ANDRĒ is not liable for any goods that are not returned in this way.
  • We ask that items purchased online are returned from the same country to which they were delivered. This is to ensure your return is covered by our free returns policy and is processed as quickly as possible. Orders sent back from a different destination may incur additional charges or be delayed by customs.
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