FREQUENTLY ASKED QUESTIONS
ORDERING QUESTIONS
From where do you ship your products?
All items ship from our studio in Brooklyn, New York
What are your shipping charges?
A delivery fee will be disclosed at the time of order.
WHAT’S THE STATUS OF MY ORDER?
Once an order has shipped, you will receive a shipment confirmation e-mail that will contain your tracking information. Please allow 48 – 72 hours for order confirmation.
HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?
When your order has been placed, our customer service will be in touch with you about exact shipping dates, we will send you an e-mail with your shipping and tracking information. Normally we can confirm your order within 24 hours, but please allow up to three working days during high season to receive the confirmation since we are a smaller organization.
There is NO FedEx, USPS or UPS pickup service on 12/24, delivery only. If you order on 12/23, 12/24 or 12/25 the order will not ship until the next business day after the Christmas holiday.
What is the lead time on my order?
We maintain relatively small stocks of each item. Lead-times can vary depending on the item and quantity ordered. There are situations where we have to produce your item.
IS ORDERING OVER THE INTERNET SECURE?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that each order is secure. SSL encrypts transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
WILL MY CREDIT CARD BE CHARGED IMMEDIATELY?
Yes, your credit card is charged upon completion of your order. When you enter your credit card information on the final review page, we will give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send another e-mail to notify you when your order has been shipped and we have charged your credit card.
WHY DID YOU CALL OR E-MAIL ME TO VERIFY MY ORDER?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.
Is it possible to place an order over the phone?
Yes, we are more than happy to take your order over the phone. We can be reached Monday - Friday from 10am - 6pm EST at +1 212.202.3258.
WHAT ARE MY PAYMENT OPTIONS?
We accept Squarespace, Visa, MasterCard and American Express.
ARE PURCHASES ON THIS WEBSITE REALLY TAX FREE?
All purchases are tax free unless you are having the purchase shipped to New York include a 8.875% sales tax as required by law. Sales tax is mandated when we have an actual physical location in your state, and, the state imposes a sales tax. International shipment taxes are subject by country.
HOW DO I CHANGE OR CANCEL AN ORDER?
If for any reason you would like to change or cancel your order, please contact customer service as soon as possible at +1 212.202.3258. We will make every effort to accommodate your request. However, please keep in mind that we cannot cancel or change an order once it has entered the shipping process. If you need to make adjustments to your shipping settings we will do our best to accommodate your request, how ever, after your order has shipped, you will be responsible for reaching out to the shipping company to make different arrangements.
ORDER CANCELLATION
Orders cancelled after two days may be subject to a 20% to 30% cancellation and/or restocking fee in addition to any incurred shipping costs. However, we make every effort to accommodate you request.
ACCOUNT QUESTIONS
WHY MAKE AN ACCOUNT?
Making an account on alfredstadler.com will make your next purchase from us even faster and easier! You can apply directly your personal discounts or you can check a gift card balance in your account. All it take is your email address and a password that only you can access.
HOW DO I CREATE AN ACCOUNT?
You can make an account during check out or ask our web team to send you an account invite? Or click on the upper right corner of the web store where is says "Account" and "Create an Account".
CAN YOU TELL ME WHEN NEW PRODUCTS OR SPECIAL PROMOTIONS ARE ANNOUNCED?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events, and other special announcements.
CARE INSTRUCTIONS
How do I care FOR leather products?
General: Dust with moist cloth. Treat approximately every year with leather conditioner. Please contact us for more specific information about your leathers. Each leather has a different characteristic to consider. To follow these procedures is each persons own responsibility.
Dry dirt: Clean with a moist, soft, white cloth carefully.
Wet spills: React fast; dab with white absorbent paper or napkins; take a moist cloth and treat stain and make the complete piece of leather slightly wet. This will prevent water stains.
Oil stains: Never use water: dab with white absorbent paper; do not spread too much; put carefully a thick layer of corn starch; let it dry and soak the oil out over night; vacuum carefully off with vacuum cleaner; if all dry and still a bit white brush;
Chewing Gum: Freeze (ice in a plastic bag) and remove the hard gum carefully.
HOW DO YOU CLEAN AND MAINTAIN FELT AND FABRIC PRODUCTS?
General: Regular brushing with a soft brush is a recommended procedure. Bringing it to a professional cleaning service makes it safer and easier. To follow these procedures is each persons own responsibility.
Felt: We consider wool a wonder fiber which can breath and absorb up 30% of moist. As a result some stains work themselves out over time.
Dry dirt: Clean with a soft brush and make sure that there is no change in the materials texture. Brush beyond the dirt and treat the whole side
Wet spills: React fast; dab with white absorbent paper or napkins; make wet with clean water and absorb again.
Oil stains: Never use water: dab with white absorbent paper; do not spread; put carefully a thick layer of cornstarch (or baby powder, talcum powder) let it dry and soak the oil out over night; vacuum carefully off; if all dry, brush carefully white powder off; please note: dark and very bright colors can leave light discoloring.
Stains: Make carefully the whole side with clean water wet; apply wool detergent on stain and smoothly work it in; dab with absorbent paper; repeat several times then make sure the whole side stays a bit wet, let the whole side dry.
Chewing Gum: Freeze (ice in a plastic bag) and remove the hard gum carefully.
GENERAL INQUIRIES
An item I ordered is now on sale. Can you do a price adjustment?
We are happy to honor a price adjustment within 7 days of the markdown, provided your exact style and size is available in our inventory. All price adjustments will be credited back in the form of a store credit.
The item I want is sold out, Am I ABLE TO ORDER IT?
If the item qualifies as a regular stock item, we can possibly fulfill your wish! Please call us at +1 212.202.3258 or send an email to info@alfredstadler.com and let us know which item you are interested in.
Do you offer trade pricing?
Yes, we do. We are currently building store representation throughout the country.
Do you offer volume discounts?
Yes, we do. Please call us +1 212.202.3258 to see if your order qualifies.