FAQ

Placing an order

How do I place an order?

Placing an order on our website alexandraalbertachiolo.com is very easy: browse the website to discover our products, accessing the sections “Collection” or “Create your Albertine”. Choose the items you wish to purchase by clicking on “Add to cart” next to the recap of the items you are viewing, or click on “I want them like this”. Now that the items are in your cart, click on “Proceed to checkout” and let us guide you through the process. Once you have completed the purchase, you will receive an e-mail confirming receipt of the order and a list of your purchased items.

How do I use a discount code?

If you have a discount code to purchase items on our website, you can enter it in your shopping cart before you complete the order, in the “discount code” field. After entering the code, click on “apply” and the discount will be deducted automatically from the total amount of your order.

Payment method

How can I pay for my purchases?

We offer three payment methods:

  • Credit card: Visa, Mastercard, Maestro
  • PayPal
  • Bank wire transfer

If you choose to pay by wire transfer, we will reserve the items for 5 business days, in order to give you enough time to process the payment. We remind you that it is very important that you indicate the exact amount of your order, the IBAN of the beneficiary and the order number that we sent you by e-mail as reason for the wire transfer.

Are payments made on the website safe?

For payments made by credit card: Payments on our website are completely secure: your bank details will be encrypted and transmitted in code so as to make them completely unreadable. In addition, this information will be transmitted directly to our payment platform and will never be disclosed to us. For payment by bank wire transfer: international wire transfers made on our website are handled by a highly reliable company (a partner of ours) to ensure that payments are 100% secure. Therefore, you can make your payment by wire transfer in total assurance. When our partner receives the wire transfer, we will be informed instantly that the transaction was successful, and your order will prepared for shipping in the shortest time possible.

Shipments

How are my products shipped?

alexandraalbertachiolo.com offers standard shipment by courier directly to your home address.

What are the shipping costs?

Shipping costs are generally calculated based on the amount of products purchased and the place of destination of the goods.
We will keep visitors posted about any special offers on our website, such as free shipping and the countries where the offer applies.
Local taxes and fees applicable in individual countries that are not tied to the cost of import are not included and will be charged to the customer.
alexandraalbertachiolo.com does not offer shipments to P.O. boxes.

What happens if I am not at home when my order is delivered?

If you are not at home when our courier delivers the package, we will make 3 re-delivery attempts. Each time, the courier will leave a notice in your mailbox with a customer service phone number, which you can call to schedule another date of delivery within the next 5 business days. To avoid delays in delivery, we invite you (for as much as possible) to indicate a shipping address in the order where someone will be available to receive the package during day-time hours.

What are the delivery times?

If you made your payment by Credit Card, prepaid Debit Card or Paypal, your items will be prepared for shipping immediately and will be delivered to you within 3-5 business days from the date of shipping. If you choose to pay by bank wire transfer, your order will be prepared and shipped only upon receipt of your payment. Your order will be delivered within 3-5 business days from the date of shipping.

How can I track my order?

Once your order is ready for shipment, we will send you an e-mail that will allow you track your order on the courier’s website. If for any reason you do not receive this e-mail, please inform us by writing to servizioclienti@alexandraalbertachiolo.com

Product quality

What is the quality of the items sold on the website?

Alexandra Alberta Chiolo carefully selects all the materials it uses in manufacturing the items that are for sale on the website. All products sold on alexandraalbertachiolo.com are designed and made entirely in Italy. As confirmation of this, on our website you will find the quality certificate “100% Made in Italy” issued to our company by the Institute for the Protection of Italian Manufacturers.

Returns and refunds

How do I return an item?

To return an item, all you have to do is contact our customer service (write to: servizioclienti@alexandraalbertachiolo.com), indicating all the items you wish to return and the reason for the return. Our customer service will provide you with details about the procedure to follow to make a return. Returned products must be new, in good condition, and must not have been worn (only tried on). Please return the products within their original shoebox or package, placed in a cardboard box to protect the items during transport.

I realised I made a mistake when placing my order: what should I do?

Contact us by e-mail at servizioclienti@alexandraalbertachiolo.com so that our customer service can provide immediate assistance.

Purchased the wrong size: can I exchange the item?

If the shoe size or clothing item does not fit you, you can request the right size (product exchange).
To make an exchange, simply contact our customer service at servizioclienti@alexandraalbertachiolo.com no later than 14 days after you receive the product.
In the matter of hours, you will receive an e-mail with the instructions on how to exchange the item. Products must be returned “as new” and therefore in their original package and with any accessories originally included in the shipment.
The rules for requesting a “Product exchange” are the same as the terms & conditions specified in the Return Policy on our website.
You are entitled to only one “Product exchange” for each purchase and will be required to pay for the cost of shipping back the item, while we will cover the cost of shipping the new product to your address.
Currently, this option is only available for orders and shipments made in Italy.

How much time do I have to return an item?

Unless otherwise specified on the website, as for instance in the case of special return shipping offers, you have 14 days to return the item, starting from the date in which you received it. The only condition is that the item be new, in good condition, and that you have not worn it, but only tried the item on. Don’t forget to fill out the return form that will be sent to you by our customer service, if you decide to return an item.

How much will it cost for me to return an item?

Unless otherwise specified on the website, as for instance in the case of special return shipping offers, you will be expected to pay for the cost of shipping the goods you have decided to return.
If you are eligible for special return shipping offers, such as in the event of a “Free return”, one of our couriers will pass by your home to collect the package free of charge. As part of the process for returning an item, you will be asked to choose a date and time when you want the package to be collected. Since the courier makes deliveries and collects returned items during business hours, we recommend that you indicate a place of delivery/collection where you will be available during the day, or your work address.

How can I apply for a refund?

We will refund the amount of the order to you within 14 days from when you request a product return through our customer service. If you paid for the item(s) by Credit Card, prepaid Debit card or Paypal, we will notify you by e-mail when your refund will be credited to your account. For payments credited to your account, consider that refund of the amount may take a few days to process, depending on your bank. If you paid for an order by by bank transfer, we will wire the refund to the bank account you indicated in the request. Please keep in mind that we will refund only the market price of the items. The cost for any additional services, i.e. shipment will not be refunded.