FAQ

HOW TO SHOP & PLACE AN ORDER?

FAQ

Do I need an account to place an order?

No, you can shop on Alexander Kraft Monte Carlo website without an account, however, we recommend that you register for a Alexander Kraft Monte Carlo account so that you can start adding your favourite pieces to your wishlist and easily track your orders.

I have forgotten my password: what should I do?

Simply follow the ‘Forgot your password?’ link on our Log In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive Alexander Kraft Monte Carlo email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address in the box in our footer.

How do I place an order on your site?

Placing an order is easy at Alexander Kraft Monte Carlo. Here’s how:

1) Choose a category or designer from the top navigation menu or search to explore a specific style or trend.

2) Select the size of your item and click ‘Add to bag’. Once you have finished adding your items, proceed to checkout.

3) Sign in to your account if you have not done so already. If you do not have an account, you can proceed as a new customer.

4) Enter your address and payment information, we have options for Apple Pay, Paypal, Credit Card (& debit card). Once your purchase is confirmed, it will be carefully prepared and shipped to you.

What payment methods do you accept?

  • Visa
  • MasterCard
  • American Express
  • Visa Electron
  • Apple Pay

Can I cancel or make changes to my order?

As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces.

Which currencies can I shop in?

The currency you see on the website is based on your current location, however, you can select between 11 currencies in the footer of any page.

When will my card be charged?

If you pay by debit card or PayPal, Alexander Kraft Monte Carlo will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, though your bank or card issuer may reserve the order amount in your account immediately.

Will my personal details stay safe?

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see Alexander Kraft Monte Carlo Terms & Conditio ns.

Where can I find size & fit advice?

AKMC uses Italian sizes, you can check the specifics measurements of a garment in the product page itself. Here a general convertion of the italian sizes in Anglo-Saxon and Small/Medium/Large:

IT UK SML
46 36 S
48 38 M
50 40 L
52 42 XL
54 44 XXL
56 46 3XL
 

Need more information? You can always ask to our customer service from the rake using the contact us page.

 

SHIPPING, TAXES & DUTIES

What VAT is charged on my order?

If you are buying goods for delivery to UK, then we will charge UK VAT where applicable. If you are buying goods for delivery to a non-UK address, no VAT is applicable. This is already reflected in the prices on the website if you are browsing a non-UK country. If you are browsing the UK, UK VAT will be updated when you select a non-UK delivery address at checkout.

When will I receive my item and how can I track delivery?

It is important to check the delivery information on each of our products as many of them are based with suppliers across the world, once we have received the items with us in our warehouse you will receive shipping and tracking information from our courier: DHL or FEDEX.

Will I need to pay taxes and duties?

International Orders may be subject to local taxes, import duties or other local requirements. Please be aware that your order will be shipped from the UK, so if you are purchasing from a European country after 31st December 2020, VAT in not included in the checkout price, but you may be asked to pay the import VAT (your country rate) in order to clear customs.

 

RETURNS & REFUNDS

What is your returns policy?

If your purchase isn’t quite right, you can return it for a refund within 14 days of your delivery date using our free returns service. Simply email or call us to arrange a suitable time for our courier to come to your office or home and collect the package and return it to us. Please note, in some instances, we are unable to offer refunds or exchanges. This includes personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged. This does not affect your statutory rights.

If you would like to exchange an item our friendly customer service advisors can assist you, simply contact us using the contact us page.

How do I prepare my package for a return?

You can send your items back in any sealed package, but the items must be protected and therefore undamaged upon return to us.

When will I receive my refund?

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider.

Will taxes & duties be refunded on return?

Unfortunately, we are not able to refund local tax and duties paid at checkout on deliveries to non-EU countries as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

Can I return my customised or made-to-order item?

Due to the nature of customised and made-to-order orders, and the fact that they have been specially created for you, we will not be able to accept returns.

Have further questions?

Contact us using the contact us page.