Yes, there will be a shipping cost for your purchase. Please note the price at the checkout.
Alexander Kay ship worldwide. Please note that local custom fees may apply outside the European Union.
We make sure your order is shipped within 24 hours of receiving your order confirmation on business days. All 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 with your tracking number once your order has been shipped. We are always here for any question.
Alexander Kay accepts payments with VISA, MasterCard, American Express, PayPal, Alipay, Swish and Klarna.
If you pay by credit card, the total amount will be reserved on your account directly when the order is placed. The money is charged when your order is registered for delivery from our warehouse. You will receive a confirmation containing a receipt of the completed purchase.
If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. If you need help speeding up the process, you can contact the issuing bank of your credit card.
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.
If you would like to change your address once you have received your shipping confirmation, please contact PostNord/UPS way sooner than wet color dries.
Yes, you will receive a tracking link from PostNord/UPS on your shipping confirmation email. If you have not received your tracking link, contact us.
It can take a day for the PostNord/UPS tracking link to be activated and updated. Contact us if your link does not work within 24 hours.
Nope, we can’t add items to an existing order because we are fast. Place a new order for the item and contact us. In the best of all possible worlds, the order has not yet been sent and we can ship them together and avoid double shipping costs. Fingers crossed.
Directly when your order is placed, an order confirmation is sent to the email address you entered in the checkout. First, make sure you have provided the correct email address. Second, double check your email spam folder. Still missing? Contact us since something make be fruity and we will sort it out for you.
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.
There is a size chart for each product with measurements. You can also find all size charts and instructions how to choose the right size here.
Alexander Kay shoes are produced in Portugal, Porto.
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/.
If you wish to exchange to a different style, size or color, please return your unsought item and place a new order for the desired item. We will refund your returned item once we have received it at our warehouse. Please note we do not refund shipping costs.
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.
On the return label there is a tracking number from PostNord/UPS. Use the number to check if we have received your parcel. If you are unsure about the status of your return, please contact UPS.
If you have received the wrong items, contact our customer service and specify the incorrect products. Return the faulty items through our returns form. You will receive the correct items without additional costs for return and/or shipping.
In the event of a detected defect, please send an image of the defect to firstname.lastname@example.org.
If you need a new return form or shipping label, please contact us.
Unfortunately we can’t refund you these charges. Please contact your local customs office to request for a refund (taxes and duties are only charged for non-EU orders).
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.