FAQ

ORDERS & PAYMENTS

How can I place an order?

Choose the product you wish to purchase, select any available options and add it to your cart. Then, proceed to your cart and follow the instructions to enter your shipping details and complete the payment.

How do I know if my order has been received?

Once you have completed your purchase, you will receive a confirmation email at the address provided when placing your order. If you cannot find it, please check your spam or junk mail folder.

Which payment methods can I use?

The available payment methods will be displayed at checkout, before you confirm your order.

Is online payment secure?

Yes. Payments are processed through secure systems in compliance with the security standards applicable to online transactions.

Can I cancel an order?

If you wish to cancel an order, please contact us as soon as possible at shop@alessandroenriquez.com. If the order has already been prepared or handed over to the courier, cancellation may no longer be possible.

Can I use more than one promotional code on the same order?

Unless otherwise stated, promotional codes cannot be combined. Only one promotional code may be used per order.

PRODUCTS & AVAILABILITY

Are the products purchased online authentic?

Yes. All items available on the official Alessandro Enriquez online store are authentic brand products or are made in collaboration with authorised manufacturers.

Do the images accurately represent the products?

We make every effort to represent colours, materials and details as accurately as possible. However, their appearance may vary slightly depending on your screen and device settings.For products featuring all-over prints, the placement of the pattern may differ from the images shown on the website.

Are all handcrafted products identical?

No. Ceramics and other handcrafted or hand-decorated items may feature slight variations in colour, shape or decoration. These characteristics are not considered defects; they are a natural result of the artisanal process and make each piece unique.

What can I do if a product is unavailable?

A product that is temporarily unavailable may become available again. You can check the relevant product page periodically or contact us at shop@alessandroenriquez.com.

Where can I find the product care instructions?

Care instructions can be found on the label, packaging or product page. We recommend following them carefully to preserve the colours, materials and decorative details over time.

SHIPPING

Which countries do you ship to?

We ship to Italy and the following European countries:

  • Austria, Germany, Belgium, the Czech Republic, France, Luxembourg, the Netherlands and Poland;
  • Denmark, Portugal, Slovakia, Spain, Switzerland, Hungary and the United Kingdom;
  • Bulgaria, Croatia, Estonia, Romania, Serbia, Slovenia, Sweden, Cyprus, Finland, Greece, Ireland, Malta, Norway and Turkey.

How much does shipping cost?

Shipping costs vary depending on the destination:

  • Zone 1 – €12.00: Italy, Austria, Germany, Belgium, the Czech Republic, France, Luxembourg, the Netherlands and Poland;
  • Zone 2 – €18.00: Denmark, Portugal, Slovakia, Spain, Switzerland, Hungary and the United Kingdom;
  • Zone 3 – €25.00: Bulgaria, Croatia, Estonia, Romania, Serbia, Slovenia, Sweden, Cyprus, Finland, Greece, Ireland, Malta, Norway and Turkey.

How long does it take to prepare my order?

Orders are generally prepared and handed over to the courier within 1–2 business days of receipt, subject to product availability.Orders are prepared for dispatch Monday to Friday. During sales, promotions, holidays or periods of high order volume, preparation may take approximately 3–4 business days.

Which courier do you use?

Orders are shipped via GLS, which delivers Monday to Friday. The courier does not call before delivery and cannot accommodate requests for delivery within specific time slots.

Can deliveries be delayed during sales and holiday periods?

Yes. During sales, promotions and the Christmas holiday period, order preparation and delivery may take longer than usual. To receive your order by Christmas, we recommend placing it by 15 December.

How can I track my order?

Once your order has been handed over to the courier, you will receive a notification containing a tracking number, which you can use to track your shipment in real time.

What is the GLS FlexDeliveryService?

If available for your chosen destination, GLS may send you a notification about its FlexDeliveryService, which allows you to change or customise your delivery by selecting one of the available options, including collection from a participating GLS Point.

The service is optional: if you prefer to keep the delivery arrangements originally scheduled, no action is required.

What should I do if my order does not arrive?

First, check the delivery status using the tracking link you received by email. If the tracking information has not been updated or the delivery is taking longer than the estimated timeframe for your destination, please contact us at shop@alessandroenriquez.com, quoting your order number.

What should I check when my order is delivered?

Before signing the courier’s delivery receipt, carefully check that the parcel is intact.

Products are packaged in boxes bearing the Alessandro Enriquez logo and sealed with adhesive tape. If the parcel shows signs of tampering or damage, or if the seal appears to have been altered, sign the delivery receipt subject to inspection or refuse the delivery.

What should I do if the parcel is damaged or appears to have been tampered with?

Report the issue to the courier immediately and contact us at shop@alessandroenriquez.com.

Keep the parcel and its original packaging so that the necessary checks can be carried out and, if possible, attach photographs clearly showing the damage or signs of tampering.

How soon should I report a delivery issue?

Any tampering, damage, missing products, unauthorised signatures or deliveries made to an incorrect address must be reported within 2 days of the delivery date shown in the courier’s tracking information.

Reports submitted after this deadline may not be accepted.

What happens if the courier is unable to deliver due to an error by the recipient?

The Customer is responsible for providing a complete and accurate address and for accepting delivery.

If delivery cannot be completed for reasons attributable to the Customer, such as an incorrect or incomplete address, the recipient’s absence, incorrect contact details or refusal of the parcel, any costs incurred and applicable customs charges will be deducted from any refund due.

RETURNS & REFUNDS

Can I return a product purchased online?

Yes. You may request a return within 14 days of the delivery date shown in the courier’s tracking information.

How can I request a return?

Complete the form at the following link: REQUEST A RETURN

We will reply within two business days.

Please include the following information in your message:

  • your first and last name, and the products you wish to return;
  • the reason for your return, should you wish to provide it;
  • for defective, incorrect or damaged products, photographs clearly showing the issue.

Please also attach a copy of the delivery document included inside the parcel.

Before shipping your return, please wait for confirmation and instructions from our Customer Service team.

How much does it cost to return an item?

Return shipping costs are the Customer’s responsibility.

You may use a courier of your choice or request collection through the courier appointed by the Seller. In the latter case, the following contribution will be deducted from your refund:

  • €10.00 for domestic returns;
  • €15.00 for international returns.

Any customs duties and other charges related to the return remain the Customer’s responsibility.

Where should I send my return?

The return address and instructions will be provided by Customer Service once your request has been approved. Please do not ship the parcel until the return procedure has been agreed with the Seller.

.

How should I prepare the parcel for return?

Place the product in its original packaging, together with all labels, tags, accessories, any complimentary items received and the delivery document.

Place the original packaging inside a suitable shipping box, preferably the one used for delivery, and seal the parcel securely.

Ceramics and other fragile items must be packaged with particular care to prevent damage during transit.

In what condition must the product be returned?

The product must be returned intact, complete and unused, with all labels and tags still attached.

You may try on a garment solely to assess its nature, features and fit, taking care not to stain, damage or alter it.

Any complimentary items received with the product must also be returned.

The Customer is responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Can I exchange an item for a different size, style or product?

We do not offer direct exchanges.

If you would like a different size, style or item, you may return the product you received and place a new order on the website, independently of the refund process.

Are there any products that cannot be returned?

The right of withdrawal does not apply to made-to-measure, personalised or modified products produced specifically at the Customer’s request, or in any other cases provided for by applicable law.

Any specific exclusions will be stated on the product page before purchase.

When will I receive my refund?

The refund will be issued without undue delay and, in any event, within 14 days of notification of your decision to withdraw.

The Seller may withhold the refund until the products have been received or until the Customer provides proof that they have been returned, whichever occurs first.

Once the refund has been issued, the time required for the amount to appear in your account may vary depending on your bank and the payment provider used.

How will my refund be issued?

The refund will be credited to the same payment method used to place the order, unless otherwise agreed with the Customer.

Any costs incurred by the Seller in arranging the return shipment may be deducted from the refund amount.

Will the original delivery costs be refunded?

If you withdraw from the entire order, the original standard delivery costs will also be refunded.

Any additional costs resulting from your choice of a delivery method more expensive than the standard option will not be refunded.

If only part of the order is returned, the original delivery costs will not be refunded.

What should I do if I receive an incorrect, defective or non-conforming product?

Please contact us promptly at shop@alessandroenriquez.com, quoting your order number and attaching photographs of the product, packaging and shipping label.

Do not return the product before receiving instructions from our Customer Service team.

If the issue is attributable to the Seller, the Customer will not be responsible for the return shipping costs. All payments received will be refunded, including the original standard delivery costs, except for any additional delivery costs resulting from options selected by the Customer.

.

What happens if the product is damaged during return shipping?

The return shipment remains the Customer’s responsibility until it has been delivered to the recipient.

We therefore recommend using suitable packaging, particularly for fragile items, and a tracked shipping service. Keep the shipping receipt and tracking number until the return process has been completed.

ACCOUNT & NEWSLETTER

I have forgotten my password. What should I do?

Select “Forgot your password?” on the login page and enter the email address associated with your account. You will receive instructions on how to set a new password.

How can I subscribe to the newsletter?

Enter your email address in the newsletter subscription field and follow the instructions to confirm your subscription.

How can I unsubscribe from the newsletter?

You can unsubscribe at any time by clicking the “Unsubscribe” link at the bottom of any newsletter.

CUSTOMER SERVICE

How can I contact Customer Service?

For information about products, orders, shipping and returns, please contact us at shop@alessandroenriquez.com, quoting your order number where available.

We will reply as soon as possible during business days.