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Black Friday DEALS start now!!! Don't miss out on the best deals of the season!
Black Friday DEALS start now!!! Don't miss out on the best deals of the season!

FAQs

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.

1.6 Can I change or cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

1.7 I have a discount code, how can I use it?

Enter the discount code at the field “Coupon Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply a discount code to your order if you did not enter it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 business days, excluding weekends and public holidays. Time stated is based on Eastern Standard Time (UTC -5:00).

2.2 How long will it take for me to receive my order?

Standard delivery time is approximately 5 business days and Express delivery is approximately 3 business days from the time of placing your order. This is applicable only to orders within the Continental United States. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders via USPS using the tracking number provided.

2.4 What are the shipping charges like?

Shipping charges vary for each order. You may select your item and proceed to the check out page as charges are based on weight and volume. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration.

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at Orders@AlexandriaBrandao.com and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at Orders@AlexandriaBrandao.com with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at Orders@AlexandriaBrandao.com and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We accept returns for products purchased from us for exchange within 14 days of delivery. You can refer to our Returns & Exchanges policy here and its procedures.

2.10 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at Orders@AlexandriaBrandao.com if you have not received your parcel after 10 business days and we will assist you accordingly

2.11 I have yet to receive my order within the stipulated time frame. Whom can I contact?

You may check the status of your order via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us an email at Orders@AlexandriaBrandao.com and we will assist you further.

 

CORONAVIRUS

 

EXCHANGE AND RETURN POLICY (ONLINE SHOP)

 Exchange or store credit is only available within 14 days from the date you received your package. We don't do refunds. Items must be returned unused, in its original packaging with a copy of your invoice and reason for returning. Please write if you would like to exchange or return for store credit and specify what you would like to exchange it for.

Please just email orders@alexandriabrandao.com with tracking number.

Send back to us with or without the box. Whatever is a lower cost for you. We cover cost of shipping back complementary! 

It is the customers responsibility to take care of any shipping charges of items being returned or shipped back to us. Customer must provide tracking number for packages being returned orders@alexandriabrandao.com

 Please use UPS ONLY to ship back to us due to coronavirus 

 

Send your package to:

14032 SW 8 ST

Miami, FL 33184

In-Store Returns:

if you wish to return an item purchased, you have the option of visiting our stores. The items must be in its original conditions and purchased or received within 14 days. You must bring your packing slip or receipt that was provided to you. You will only be able to EXCHANGE FOR ANYTHING ALEXANDRIA BRANDAO SHOE.

LOCATIONS TO EXCHANGE 

12765 SW 88TH STREET

MIAMI, FL 33186

NOTE: EXCHANGES ONLY ON WEDNESDAY'S & FRIDAY'S DUE TO CORONAVIRUS. ONLY 1PM TO 4PM

YES YOU WILL BE ABLE TO TRY ON SHOES IN FRONT OF THE STORE BY OUR CUSTOMER SERVICE TEAM

Received a damaged, incorrect or are missing an item in your package: 

Once you receive the order please check each item throughly to asses if there is any incorrect items, damages or you believe you are missing an item. Should this happen please email orders@alexandriabrandao.com within 3 days of delivery date. In the email please provide a picture, a description and your order number. Once we have received your email, a member of our AB team will get back to you with a return label or information on how to move forward.

PLEASE NOTE: DUE TO CORONAVIRUS, We have a delay. For damages and incorrect item, please ship back right away with packing slip with explanation and we will ship back correct and new items and refund shipping cost we see on package. Ship back to us WITHOUT box. Email us at orders@alexandriabrandao.com with tracking number and right when we get your package we process it and send right back to you with correct item and refund shipping to you. 

 

 Pre-Order 

A pre-order is a way to reserve your favorite item while its is not in stock yet. The reason we do pre-orders is because the product is on high demand and we want to make sure you are able to wear your favorite Alexandria Brandao shoes. 

 Estimated dates are not guaranteed and delays may occur.

 Pre-Orders cannot be CANCELED/REFUNDED once placed.   

 The reason pre-orders cannot be refunded is because we order it upon request. 

If you have any further questions email info@alexandriabrandao.com

 Returned to Sender and Refused Packages: 

This may happen for a myriad of reasons 

  1. An address is invalid or missing information 
  2. The carrier is unable to deliver your package. 
  3. The order is refused by the customer at the time of delivery.

returned to sender or refused packages will be restocked and you will receive a credit minus the initial charge of shipping. We are unable to replace or reship in these cases as all returned shipments are processed by our Returns Department. Please feel free to use the store credit to place a new order using the correct address. 

 Note: we are unable to make changes to orders that have already been placed and are in our system. To ensure that your order is properly delivered, make sure that the address you provide is entered correctly and includes any relevant information. Alexandria Brandao does not take responsibility for lost, misplaced, or incorrectly deliver shipments if the address information provided is incorrect at the time of purchase.