FAQ

HOW TO SHOP & PLACE AN ORDER?

How do I choose the correct size?

We offer you 3 ways to identify the correct size for you: (1) Our sizing guidelines (link), (2) our size charts available for each product, and (3) our sizing notes for each product. By consulting all three, you will be able to easily choose the size that will fit you perfectly.
Please note that all our garments, especially the tailored ones like jackets, trousers, shirts etc., are designed by Mr. Kraft to have a bespoke – like feel, i.e., they are cut slim (but not skinny) to provide a fitted silhouette without being too tight (thanks to high armholes and a very nuanced cut). However, should you hesitate between 2 sizes, we recommend that you size up, and choose 1 size above your usual size in case of doubt. Please note that all AK MC tailoring is cut on an Italian/European sizing. Again, please consult our sizing guide for actual garment measurements.

 

Do you have sizing guidelines?

Please use the following guidelines along with a fabric tape measure to be certain you are ordering the right size. When taking your measurements, wear little or no clothing.

Waist—Measure around your natural waistline, keeping the tape comfortably loose.

Hips—Stand with your heels together and measure around the fullest part of your hips.

Chest—Wrap the tape around the fullest part of your chest or bust, including your shoulder blades, then drop your arms to your sides to measure.

Neck—Measure around the middle of the neck (at the Adam’s apple). Allow room for your index finger to fit between the tape and your neck for a comfortable fit.

Inseam—With the appropriate shoes on, measure from your crotch to your desired pant length. All AK MC trousers are supplied with a generous un-hemmed inseam for them to be finished to your exact requirements. Mr Kraft (“We”?) suggests a 4 cm cuff to complement our style.

 

Do you have size charts?

We offer size charts for all clothing to help you find the best fit. Click on the “Size Chart” link on any item’s product page for the most accurate/specific size information.

 

Product care

As a rule, all tailored items (e.g., jackets, trousers) and knitted items (e.g. cashmere sweaters etc.) should be only professionally dry-cleaned when absolutely necessary. Between wears, always store your AK MC jacket on the hanger provided with the pockets emptied and the buttons left undone. Regular brushing with a good quality clothes brush will remove dust particles and a light steaming (e.g. from hanging in the shower room) will banish any creases. Shirts, polos and jeans can be machine washed or professionally laundered as indicated on the care label of each item. Please always consult the care label in each item to verify the best way to care for your product.

 

Where are AK MC products manufactured?

All products of AK MC come from carefully chosen artisanal workshops in Western Europe that employ skilled craftspeople in good working conditions for fair wages. Most of the workshops that produce for AK MC are based in Italy; all tailored garments (jackets, trousers, shirts) are made in specialized small workshops in Southern Italy (Puglia). Other items such as cashmere sweaters and polo shirts are made in Northern Italy (Tuscany and Marche regions). Shoes are produced by an artisan in Portugal, employing the best time-honored production techniques (Blake-stitching and Goodyear construction). The fabrics chosen are equally carefully sourced, coming from the most reputable mills and fabric houses in the world, usually from Italy. Amongst others, Vitale Barberis Canonico, the world’s oldest cloth mill, is a preferred strategic supplier of AK MC.

 

Returns & Exchanges
What is the return policy?

If you wish to return a purchase within 10 days and obtain a refund, such refund will be issued to the payment method/card originally used for the purchase once the returned goods have been safely received in their original condition and packaging and have passed our quality control. Refunds are issued via the original payment method/card and will usually appear within 10 business days after the issuing of the refund, depending on the processing time of your payment provider.

If you want to exchange an item against the same item in a different size, there will not be any charge; however, all exchanges are naturally subject to availability of stock. Should your requested size not be available at the time of processing your return, we will automatically issue you with a refund to your original payment method/card.

To exchange an item, please email help@alexanderkraft.com, using the subject matter “exchange,” and your order number in both the subject matter and the body of the email. Please specify the new size you require; we will then be able to confirm whether the exchange can be arranged or not.

You may return your items within 10 days in any adequately sealed package; however, the items must be adequately protected and be returned in their original packaging, ensuring their undamaged return in original condition.

Please note that unfortunately we are not able to refund any local taxes, customs duties and/or related fees paid at checkout and/or delivery on deliveries to non-EU countries as these are handled by local governments/authorities. Certain countries may operate schemes to reclaim local taxes and duties if you return goods (usually requiring a specific application by you to your local government and/or authority).

 

OUR POLICY

Clothing
Items should be returned new, unused and with all garment tags still attached. Swimwear should be tried over underwear. Underwear is not returnable.

Shoes
Please return all items, including the dust bag and box. If you are still deciding whether to keep your new shoes, please stand on a carpeted surface when you try them on to protect the soles.

 

How do I make a return?

To return an item, please email help@alexanderkraft.com, using the subject matter “Return” and including your order number in the body of the email. They will create a return label for you to simply print and affix to your package and arrange for a pick-up at an address of your choosing.

 

Is there a charge for making a return?

There are no charges by AK MC to make a return, However, unfortunately we are not able to refund any local taxes, duties or charges paid at checkout and/or delivery on deliveries to non-EU countries as these are charged by local governments, not AK MC. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

 

Are delivery charges and return shipping costs refundable?

There are no return shipping costs for any exchange or return within 10 business days. Unfortunately, we are not able to refund local tax and duties paid at checkout and/or delivery on deliveries to non-EU countries as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

 

How long will it take to process my return?

Please allow up to 2 weeks for us to receive and process your return. You will receive an email notification upon the completion of return processing. We are not able to issue credit until your return package has been received and processed. We will credit your original form of payment.

 

How DO I RETURN A GIFT?

For security reasons, only the original method of payment may be refunded. If you’d like to exchange your gift for another item, please email us at help@alexanderkraft.com, using the subject matter “gift exchange”. Personalized, worn or damaged items cannot be returned.

 

Can I use a different carrier for my return shipping?

There are no return costs if processed through our Customer Service. However, you can use a different carrier to return the items but in that case the carrier costs will be at your charge, and the liability for the safe return will be with you.

 

Shipping
When will my order arrive?

The estimated delivery date is 2/3 days for Europe and 5 days for the rest of the world.

You can expect your items to arrive by the estimated delivery date, which is shown for each item at checkout. Once your order ships you will receive an email with tracking information. Your items may arrive sooner than the estimated delivery date. Please also note that the estimated delivery date is an estimate only and is not guaranteed as AK MC does not have control over the carrier once the goods have left the AK MC warehouses.

 

How can I track the status of my package?

When your order ships, you will receive a confirmation email containing tracking information.

You can also track your order by simply going to My Account. From there, click on any order number for its complete order details, including its tracking number.

 

What does it cost to ship my order?

For all orders we offer complimentary standard delivery.

 

What carrier do you use to ship your orders?

We use most convenient express carrier.

 

Where do you ship to?

We offer shipping all over the world, except certain conflict zones.

 

Shopping & Payment
How do I place an order online?

You will need an account to place an order on alexanderkraft.com and access to exclusive services.

Browse our catalogue, select a category or a subcategory from the navigation menu, or click into our selection featured on our homepage.

Once you have selected your product, choose your desired color and size (if applicable) and add it to your shopping bag by clicking [add] to complete your purchase at a later time.

Once you add the first product to your shopping bag, the quantity of its contents will increase from 0 to 1.

Once you have finished shopping, click on [cart] or [checkout] to be led to the checkout process.

Should you require information or assistance, please contact our Customer Service.

 

Are all your products available on your website?

Yes, all our products are available on our website.

 

Can you notify me when an item is back in stock?

To receive an email notification when an item is back in stock please contact our Customer Service at help@alexanderkraft.com.

 

Can I cancel or modify my order?

Please note that once you place an order at Alexander Kraft Monte Carlo, there is a limited period of time during which you will be able to cancel your order until it is fully processed. To verify If the cancel option is still available, please email our Customer Service at help@alexanderkraft.com.

You can also choose to cancel your order within ten (10) calendar days of receipt of your goods. If you choose this option, we will refund you the full price of any items returned in accordance with our Return Policy.

To cancel your purchase, you must clearly inform us of your decision to cancel by sending us an email and giving us your order number, details about the items ordered and their delivery date.

 

How long are items held in the shopping bag?

When you are shopping at alexanderkraft.com and add an item to your bag, it is saved in your Shopping Bag. The Shopping Bag holds products you wish to purchase while you shop. Items you place in your Shopping Bag will remain there until you purchase them, remove them or move them to your Wish List. They will remain there even after you leave our site. However, some items placed in your Shopping Bag can go out of stock before you complete your purchase.

 

What payment methods do you accept?

Credit cards accepted:
• Visa Credit Card
• Visa Debit
• Visa Electron
• Mastercard Credit Card
• Mastercard Debit Card
• American Express

Other forms of payment:
• PayPal

Important information about payment:
Your credit card will not be charged until your order ships. If you are using a debit or check card for payment, however, the funds will immediately be deducted from your account.

You will be asked to provide your credit card ID number during the checkout process. Please see below some more detailed information:

Credit Card ID Number/CCV

This is a 3- or 4-digit number printed on your card required as an added safeguard for online purchases.

American Express
4-digits; far right on the front of your card.

Visa or MasterCard
3-digits; back of your card near the signature panel.

If your credit card does not show an ID Number, you are not required to enter one.

PayPal

The PayPal option is used to securely send payments over the Internet. You can choose to pay from your PayPal account balance, a credit card, debit card or bank account. To make a PayPal purchase, select PayPal during checkout on the AK MC website and choose your method of payment. Your funds are transferred immediately and securely.

PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers.

VAT

All prices displayed at our web store are VAT inclusive if you are purchasing from a European Country. All purchases shipped to a non-EU country will be VAT excluded but can be submitted local taxes, duties and/or charges.

 

What is your payment security?

For the security of transactions, we called on the Société Générale bank and PAYBOX, the leader in secure payment. Your bank details are encrypted on your computer and then transmitted securely to authorization servers where your data is then verified with your bank. This procedure is managed by SSL-128 bit encryption technology, one of the most widely used and effective in the world. During transfers via the Internet, nothing is transmitted in clear on the web. The payment procedure is simplified by saving your bank details securely with our service provider. These data are exclusively processed by Société Générale and PAYBOX.

 

Are all prices on the website including VAT?

Yes. All prices displayed at our web store are VAT inclusive if you are purchasing from a European Country. All purchases shipped to a non-EU country will be VAT excluded but can be submitted local taxes, duties and/or charges.

 

How does PayPal work?

The PayPal option is used to securely send payments over the Internet. You can choose to pay from your PayPal account balance, a credit card, debit card or bank account. To make a PayPal purchase, select PayPal during checkout on the website and choose your method of payment. Your funds are transferred immediately and securely.

PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers.

 

How do I track the status of my order?

More than 24 hours have passed, and I still haven’t received an order confirmation email.

 

Account Information
Why create an account?

By creating an account, you can store credit card information for easier and faster checkout, maintain an address book, review your order history and edit billing or shipping information. Shopping will be easier.

 

How do I modify/Delete my account?

You can update and modify your account information by clicking on “edit” in your account. To delete your account, please contact our Customer Service: help@alexanderkraft.com.

 

How do I reset my password?

You can change your password by clicking on “edit” in your account.

If you have forgotten your password, click on “forgot your password”? A new password will be sent to you by email.

 

Where can I check my order status?

Following your purchase, we will send an email confirming the details of your order and the shipping method.

If you have a registered account, it is easy to check the status of your orders. Simply go to View Order History under My Account. From there, click on any order number for complete order details, including the tracking number.

 

Gifting
Do you offer gift packaging?

We do not currently offer Gift packaging. However, each Alexander Kraft Monte Carlo purchase is sent in a white box with wrapping tissue paper and monogrammed stickers.