F.A.Q.

When ordering within the European Union (EU), all additional charges such as VAT/tax and duties are included in the presented price.

When ordering outside the EU, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift. Customs policies vary for different countries. We recommend contacting your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.

Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day. During holidays, sale, peak seasons and new releases, we roll up our sleeves and make sure everyone gets their goodies fast. Processing your order may take longer than usual, but rest assured that we are doing our utmost. You will receive an email containing your tracking number once your order has been shipped.

We start taking care of your order immediately. Therefore, the time-frame in which you can amend or cancel it, is tiny as a pea. But travel in time is sometimes doable. Please contact us as soon as possible and we’ll do our best.

If your order has already been dispatched from our warehouse before you cancel or change it, return it to us for a refund when you receive it and place a new order. Please note we do not refund shipping costs.

All orders are insured during transportation. The insurance is released and the responsibility passes to you when UPS receives a signature. This includes the signature of a third party. An order is considered fulfilled at the time UPS receives a signature. Alexander Kay reserves the right to cancel any order flagged by our fraud assessment software as a potential fraud.

This is how to return your item:
Place the items in the original boxes. Both inner and outer boxes if possible. A similar box must be used if the original outer box is not available.
Complete the return form and place it inside the inner box.
Attach the return label on top of the original shipping label.
Drop the parcel at your closest DHL access point.

If you live outside the EU, please contact us to receive a pro-forma for your return.
Please retain a copy of your return receipt from DHL in case anything should happen during the return process. For more information about DHL and access points, please visit https://locator.dhl.com/.

We process returns within 5 working days of receiving them, unless we need more information from you. During holidays, sale and new releases your return may be affected. The second we have handled your return, we will refund you by the same method you used to pay. Your refund will show on your bank account within 5 working days. If you haven’t received your refund within 10 working days, please contact your bank for more information. Please note we do not refund shipping costs.

If you paid with Klarna invoice and want to make a return, make sure to pause your invoice through my.klarna.com so that the invoice does not expire before we receive your return. If you fail to pause your invoice before the invoice expires you may be subject to delay fees from Klarna. Please contact Klarna for further questions regarding your invoice.

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