Customer Service

FAQS

  • 1.

    Q: Can I purchase items without registering?

    A: Yes. You can log in as a guest and simply input all your billing and delivery information. However, we encourage you to register to save time on your next purchase, as well to receive special offers and notifications.

  • 2.

    Q: How can I change my account information?

    A: This can easily be done by accessing your online account. Click on "Edit” under Account Details and re-enter the correct information.

  • 3.

    Q: Do you ship internationally?

    A: Yes, we do ship internationally to 52 countries. You are currently on the US website and must change your location settings to be redirected to the country of your choice. This can be done by clicking on the location link located toward the top left of our homepage and choose the country you wish to change to. Location settings determine the country of SHIP TO.

  • 4.

    Q: Why do I have to pay sales tax?

    A: Alexander Wang, Inc. does not currently charge sales tax for items being delivered to any U.S. state with the exception of New York and New Jersey where customers are subject to their respective sales tax.

    By purchasing goods from Alexander Wang Inc., you agree that the offer and sale of those goods takes place in, and will be governed exclusively by the laws of, the State of New York. You also agree that any legal or equitable claim against Alexander Wang Inc. arising from or related to your purchase must be brought in the city, state or federal courts located in New York County, New York and you consent to the exclusive jurisdiction and venue in such courts.

  • 5.

    Q: How do I locate a style not featured on the website?

    A: You may contact customer care at: customercare@alexanderwang.com

  • 6.

    Q: The item I want is sold out. Will you restock? If so, can you notify me when you replenish the inventory?

    A: We periodically re-stock select items on the site. To hear about new inventories, please sign up for our mailing list to receive e-mail notifications of new styles.

  • 7.

    Q: Can I add something to my order?

    A: If you wish to add merchandise to your order after the order is placed, you must place a new order for the additional merchandise. Unfortunately we cannot combine orders after an order has been placed.

  • 8.

    Q: Can I use two credit cards to pay for one item?

    A: For technical reasons, we only accept one credit card per purchase.

  • 9.

    Q: Can I just exchange the size instead of returning and re-ordering?

    A: As noted in our return policy, we do not accept exchanges. However, to facilitate the return process, we do offer web credit. You can simply return the item and purchase a new one without having to debit/credit your card and re-enter your information. To request web credit, please select "receive web credit” in the return authorization form.

  • 10.

    Q: How can I cancel a return?

    A: You can cancel a return by accessing your online account. Click on "Order History”, "View Order”, and "Delete Selected” under the Return portion of the page. If you experience any trouble with your cancellation, please contact us at customercare@alexanderwang.com.

  • 11.

    Q: I accidentally cut off the security tag from my shirt, but I want to return it. Can I still send it back?

    A: Unfortunately, we cannot accept any items in which the security tag has been removed or altered in any way.

  • 12.

    Q: When I washed my t-shirt, there was pilling on the sides and I noticed a few small rips. Can I return it for a new one?

    A: Unfortunately, we cannot accept any items that show evidence of wear. Care instructions are displayed on our website for all T’s. Due to the fine and delicate yarns used on our T’s, it is important that you follow the care instructions provided by Alexander Wang, Inc. in order to prolong the life of the garment.

  • 13.

    Q: I bought my bag two months ago, but the zipper is stuck. Can I return it?

    A: Unfortunately, we cannot accept any returns that exceed our 14 day policy. However, Alexander Wang warrants that all handbags will be free from defects in material and workmanship for a period of one year from the date of purchase. Alexander Wang will repair the handbag without charge or replace it with an equivalent product if a defect arises during the warranty period.

    This warranty does not cover damage caused by accident, misuse, theft, normal wear and tear, or injury to the goods caused by common carrier or private delivery services. For handbags purchased at one of Alexander Wang’s authorized retailers please contact the retailer directly for their specific policy. For handbags purchased online directly with Alexander Wang please contact customercare@alexanderwang.com.

  • 14.

    Q: I am usually a size XS/S in T’s, but I see the description says the shirts fit baggy. What size do you recommend I get?

    A: Sizing is greatly dependent on personal preference. However, the t-shirts are designed to fit baggy, so you do not have to size up. If you are not completely satisfied with your selection, you may return regular priced T’s within 14 days of receipt for a full refund, minus the shipping charges, when accompanied with the original sales receipt. Please visit our customer service section for more details on how to return items. For your added convenience, we provide a general sizing chart on our website under product details when you click on "size guide”.

  • 15.

    Q: The box I received my shoes in was dented. Could I receive a new pair with a box?

    A: While we strive to offer the highest quality service and packaging, there are some situations that are beyond our control. It is likely that the box was dented during transition, which is something we cannot fix. If you would like to receive a new pair of shoes with packaging, we encourage you to return the shoes within 15 days of receipt for a web credit, minus the shipping charges, when accompanied with the original sales receipt. From here, you can re-order the shoes and receive a new shipment. Please visit our customer service section for more details on how to return items and apply for web credit.

  • 16.

    Q: I selected two-day shipping, but it took three days to deliver. Could I get refunded for this?

    A: We greatly apologize for the inconvenience and thank you for shopping at Alexander Wang, Inc. While we strive to offer the highest quality service and packaging, there are some situations that are beyond our control. The delay may have occurred if your order was placed after 12PM EST. Alternatively, a high volume of daily sales may have prolonged the processing time for your order. In the future, please be sure to place all two-day shipping orders before 12PM EST to guarantee a timely delivery.