Customer Service FAQs
Within 24 hours of placing your order, you will receive an e-mail confirming we have received your order. Once your order has been shipped, you will receive an e-mail with shipping confirmation.
Tracking Your Order
Once item(s) are shipped, tracking numbers are assigned and you will receive an email with the tracking information. It may take up to 48 hours or longer before the package is checked into the carrier's tracking system.
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Reasons may include:
- Item(s) not available.
- Difficulty in processing your payment information.
- Cannot ship to address provided.
If your order is cancelled, you will receive an e-mail notification regarding your order, which will explain the reason for the cancellation. You will not be billed for any cancelled items. In the event Alexandra de Curtis cancels your order, your sole and exclusive remedy is limited to reimbursement of amounts billed to your credit card for the items cancelled.
Alexandra de Curtis products available for purchase online include handbags, shoes, accessories and gift cards. All products are subject to availability; and we reserve the right to limit the quantity of products we supply, supply only part of an order, or to divide up orders. We also reserve the right to alter the terms or duration of any special offers or sale promotion. We will inform you if we are unable to fill your order.
You may order Bespoke items online. Bespoke items are items that are not in stock but are made especially for you.
Because Bespoke items are neither returnable nor exchangeable, we ask that you take special care when making your selections. Bespoke items can take as long as 8 - 10 weeks, so please consider this time requirement when placing your order.
Total payment is required upon order (credit cards will be charged upon order).
Expected Ship Dates - Bespoke Items
For Bespoke items, we calculate Expected Ship Dates to help you find out when these items are expected to ship. An Expected Ship Date is a calculation of several factors. When we can accurately calculate Expected Ship Dates, we'll provide them to you in your Order Confirmation email.
Please note that Expected Ship Dates are estimates only, and are not guaranteed. Due to many factors, Expected Ship Dates can also change between the time you place the order and receive an order confirmation. We do our best to provide accurate estimates and provide you with several other resources for tracking your order, such as order detail and tracking links.
Purchases may be made directly through our website.
The following credit cards are accepted for payment at alexandradecurtis.com: MasterCard, Visa, American Express, or Paypal. For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria. Credit cards are charged upon order.
Prices displayed on the Alexandra de Curtis web site are quoted in Euros. While we try to ensure that all prices on our web site are accurate, errors may occur. If we discover an error in the price of the merchandise you have ordered, we will give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you, we will treat the order as cancelled.
Title to products you order on this web site and risk of loss or damage to products, passes to you upon delivery, provided that we have received payment in full for the products.
All online purchases are shipped via courier e.g. DHL, Fedex or UPS. For security reasons, Alexandra de Curtis online purchases will require an adult signature upon delivery. In addition, online purchases may not be shipped to P.O. boxes or APO/FPO addresses. If you would like to place and order to be shipped to P.O. boxes or APO/FPO addresses, please e-mail us at email@example.com
Italy - Free with DHL Express
European Union - Free with DHL Express for orders above €250 and €25.00 flat rate for orders below €250. (Countries included in EU - Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden).
UK, USA & Canada - Free with DHL Express for orders above €250 and €50.00 flat rate for orders below €250.
Rest of the World - Free with DHL Express for orders above €250 and €70.00 flat rate for orders below €250.
Orders submitted online can be shipped worldwide (except for Russia and North Korea). Your total shipping charges will automatically compute during checkout prior to the completion of your order. Duties and taxes (including value added tax) will be the responsibility of the recipient. Alexandra de Curtis cannot determine the exact amount of these fees in advance.
You will receive an email with a tracking number within 1-2 business days from your order confirmation. To estimate the total delivery time for your purchase, please click on the tracking number provided. DHL will provide you with an estimated delivery date. Orders are processed and delivered Monday through Friday, excluding holidays. Alexandra de Curtis cannot be responsible for unanticipated delays.
If you require further assistance, please e-mail us at firstname.lastname@example.org.
Please email us at email@example.com if you are sending an item as a gift so that we can send you the invoice separately.
Alexandra de Curtis Limited proudly stands behind the design and quality of our products. If for any reason you are not satisfied with your purchase, you may return it within 30 days of the merchandise receipt for store credit or exchange.
You can only return or exchange In Stock items. The item must be returned in new and unused condition, and in its original packaging to assure store credit. We cannot accept any item for return or exchange, which bears an indication that it was used.
There are no returns or exchanges on bespoke or custom made, or made to order items.
Please note that shipping costs will not be subject to a refund. We recommend shipping returned merchandise via courier such as DHL, FedEx, etc., or via insured parcel post for tracking purposes and that a customer request adequate insurance to cover the purchase price of the shipment. Alexandra de Curtis Limited will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled.
We reserve the right to refuse return of any merchandise that does not meet the above return requirements in Alexandra de Curtis Limited sole discretion.
Email us at firstname.lastname@example.org to request a return.
We guarantee the authenticity of all products purchased through alexandradecurtis.com. Alexandra de Curtis Limited products are crafted with the highest quality materials, design and workmanship. All Alexandra de Curtis Limited products are lovingly handmade in Italy.
Alexandra de Curtis products are the result of extensive research, resulting in fine details synonymous with high quality luxury. Slight imperfections in leathers and exotic skins are normal for the type of natural leathers used by Alexandra de Curtis. All types of leathers and other delicate materials (including metal accessories) suffer from humidity.
Humidity, salt and atmospheric agents in general can cause permanent and irreversible wear and tear. Therefore, please avoid rain and direct contact with heat, oil, grease (makeup), alcohol (perfume, solvents) and other abrasive products, as Alexandra de Curtis cannot assume responsibility for the eventual deterioration and mishandling of the product.
All materials are sourced for their exceptional quality and are tested extensively prior to sale. However, some materials, such as suede, may transfer color on to lighter materials. Similarly, avoid contact with any materials, which may transfer their colour pigments on to the product.
If you require specific care guidance for your product, please do not hesitate to e-mail us at: email@example.com.
We want your alexandradecurtis.com shopping experiences to be safe and secure. Therefore, we use Secure Sockets Layer (SSL) technology to encrypt your credit card information as it travels over the Internet. SSL is a standard technology used by many other E-Commerce web sites. alexandradecurtis.com does not have access to your credit card information and cannot take responsability for stolen details.
If you prefer to submit your order by phone, please call us at +39 339 791 7565.
When you visit alexandradecurtis.com, our commitment to you as our valued customer is to provide an exciting shopping experience, as well as the elevated level of personal service that is synonymous with Alexandra de Curtis. In order to do so, we may obtain information about you so that we may provide you with all of the wonderful benefits that alexandradecurtis.com offers. Because we respect your privacy, we always handle this information in a safe and responsible manner. So that you may make the most of your shopping experience, we learn about the products and services that are of interest to you when you visit alexandradecurtis.com.