FAQ

All the information regarding items and models are listed on the website alessandramilano.com
By selecting a pair of shoes, you will be able to choose among a range of colours and sizes. By changing the selected item, the list of items in stock will refresh automatically.

In the event of an item being out of stock, you can contact us at [email protected] and we will make sure we notify you as soon as the item is back in stock.

Whenever you read “pre-order” in the description of an item in relation to a specific size or model, this means that it is possible to order it before it is out online. Your order will be dispatched within 15-20 days from the moment we send you a confirmation via e-mail and will be shipped to the address you indicated upon purchase. The payment will be processed once you place your order and no extra costs will be charged after the order is completed.

You can visit the page “couture” and contact us at [email protected] indicating all your requests. You will be able to choose among all the models available and send us your preferences regarding colour and material. An extra cost will be charged on the final price. All extra costs will appear once you select the material of your choice.

The delivery timeframe varies according to the choice made. As soon as we receive a confirmation of all the components needed to create your shoes, we will send you an e-mail with the date of delivery.

To have more information about the products on sale, you can contact us at [email protected] or you can fill in the Form “Enquiries” which you will find on the page of the item selected. We will make sure we reply to you at soon as possible.

At the moment we ship to the following Countries: European Union, Vatican City, San Marino, Principality of Monaco, United States of America, United Kingdom, Switzerland, United Arab Emirates, Japan, Korea, Brazil and Mexico.

Alessandra Milano ships via DHL courier. Express shipping is guaranteed for shipments to all the Countries listed above.

Once we receive your order, this will be ready for shipping within 2-3 working days. Once the order is ready to be despatched, we will hand it to DHL courier, which will deliver your package within 1-2 working days. Delivery costs within the EU are covered by Alessandra Milano and therefore the delivery is free of charge for customers. For orders to the United States of America, the United Kingdom, Switzerland, United Arab Emirates, Japan, Korea, Brazil and Mexico, the delivery has a fixed price of 15 euro. 

Once your order has been shipped, you will receive a confirmation e-mail from DHL courier with the tracking number of your package. To receive updates on the status of your order, you can visit the DHL website and type in your tracking number to have all the information you need.

If your order has not been delivered within the indicated timeframe, we suggest you take one of the following actions:
– verify the status of your order on the DHL website by using the tracking number you received via e-mail
– check that the shipping address you indicated when you placed your order, is correct
– In case DHL has not delivered your order, we suggest you contact the courier by phone and arrange a new date for the delivery.
For any further information, please contact us via email at [email protected]

In case you change your mind about an order or in case you are not satisfied with your purchase, you can return it, free of penalty fees and without any obligation to state the reason for your choice. You can return your order within 15 (fifteen) days from the moment your Order has been delivered to you.
You can return your Order by sending an email to Alessandra Milano at [email protected], explicitly stating that you wish to cancel your order along with the number of the order you wish to cancel and the “Cancellation Form”, which you will need to fill in and attach to the email. Your cancellation request will be complete once you receive a cancellation number for the return of the package that you shall communicate to the DHL Express courier in order to arrange a date for the shipping. You can arrange the date for the shipping by contacting the courier at the phone number indicated in the e-mail containing the tracking number. You shall also communicate to the courier the shipping address (Vigens S.r.l., Via Umberto Giordano 10, 27029, Vigevano).
In order complete the cancellation of your order, your package shall include all the items you wish to return within and not beyond 15 (fifteen) days from the date the Cancellation Form is send to you. You will not be able to exert your right to return your order if the products returned (original packaging, labels, tags, boxes, instructions, notes, manuals and the guarantee certificate) have been used, washed, damaged, altered, stained, or returned with any of the components missing. Alessandra Milano reserves the right to inspect the Products returned and deny the cancellation of the order. In case you comply with all the guidelines for the return of your order, you will receive a Cancellation Acceptance e-mail at the address indicated upon purchase. Alessandra Milano will refund the amount paid for the Product(s) returned, covering all delivery costs if the courier used is DHL, (but it will not cover customs duties or local sales taxes for customers residing outside the EU). The refund will be processed within 15 days from the return of the Product.

In case you wish to change the size of one or more than one purchase, you will be able to return a Product and change its size. Such action shall be taken within 15 days from the delivery of the Product(s) you wish to return. Any request issued beyond the deadline can be denied by Alessandra Milano without obligations or sanctions. If you wish to return a Product in order to change its size, you shall download and fill in the form “Return for change of size”, which needs to be attached to the e-mail you shall send to [email protected], with the following subject “Return for Change of Size”. Alessandra Milano will send you and e-mail to confirm that your request is being processed, containing a return number which you shall communicate to the DHL Express courier in order to arrange a date to ship back your package. You will receive an e-mail containing the tracking number for your return. You shall contact the courier to arrange the date to ship back your package and give the courier the tracking number received by email along with the shipping address (Vigens S.r.l., Via Umberto Giornado 10, 27029, Vigevano). The delivery charges are covered by Alessandra Milano for the first change of size for all deliveries within the European Union, whereas for the rest of the Countries, delivery costs have a fixed price of 15 euro. For any further returns, all shipping costs will be at your expense. The conditions of the product to be returned shall be the same as they were when it was received. Alessandra Milano will not accept Products returned after being used, damaged, stained or altered. This also applies to all accessories such as original packaging, labels, tags, boxes, instructions, notes, manuals, guarantee certificate, which will have to be present and intact inside the package.

It is possible to return a product free of delivery charges in case it is faulty or it does not comply with the quality standards. The guarantee has a validity of two months from the moment the fault has been detected. In such case, you can send an email to [email protected] after filling in and attaching the “Return Form for a non-compliant product”. Alessandra Milano reserves the right to verify the actual lack of conformity and in case of acknowledgement of such lack, appropriate measures will be taken. In case the lack of conformity is not acknowledged, no refund will be given. Alessandra Milano will send you an e-mail stating that the request is being processed and including a refund number to communicate to the DHL Express courier in order to arrange a date to ship back your package. You will receive an e-mail containing the tracking number for your return. You shall contact the courier to arrange the date to ship back your package and give the courier the tracking number received by email along with the shipping address (Vigens S.r.l., Via Umberto Giornado 10, 27029, Vigevano). In case of refund for lack of conformity of one shoe, you shall send back the entire pair of the order claimed to be faulty. For all cases mentioned above, the shipping and delivery costs are covered by Alessandra Milano, except for the cases in which the request for lack of conformity has been denied. Alessandra Milano invites all customers to contact the Customer Service by email at [email protected] in order to solve any type of issue.

For all types of returns (change of size, lack of conformity, right of cancellation) it is possible to choose a different courier from the one suggested by Alessandra Milano. In such case, all delivery expenses will be at your expense.

If you wish to purchase a product, you need to select it though the web page “Shop” where you will find all the models of the collection. For each model selected, you need to select a colour and size and then add it to your cart. Afterwards, you can continue surfing our website and purchase other products, or you can proceed to checkout. If you wish to buy more products of the same kind, you need to go to cart and change the number of items of the model selected. In case the number of items selected is not available, a warning will appear on screen. It is also possible to deselect a product from the cart by clicking on the button next to the products selected.

In order to finalize an order, you need to follow all the steps of the purchase. Once the items have been added to the cart, you can choose if you wish to proceed as a registered client or not. It is not compulsory to register to make a purchase. The next step is to choose the method of payment and then proceed to checkout. Once all steps are completed, you will receive a confirmation e-mail with the details of your order.

All orders are processed within 72 hours from the date they are received. Successively, they are handed to DHL Express courier. We kindly remind you that Alessandra Milano does not ship at the weekends or during festivities.