FAQ – Frequently Asked Questions

The sale of products in the online shop is aimed at consumers (ie natural persons acting for purposes unrelated to commercial, craft or professional business) and we reserve the right not to accept orders from subjects other than these. Therefore, if you intend to place an order in the name and on behalf of a company, please contact us before proceeding to complete it. It is understood that, if we were to authorize your purchase, the discipline applied to the sale will be that provided by the Civil Code and not the Consumer Code. For the purpose of the regular issue and receipt of the invoice, you will then need to indicate the following information: name, address and type of company / company; VAT number; recipient code assigned for electronic invoicing and PEC address.

To place an order on our online shop you need to create your own account, providing, in a truthful and complete way, all the data requested in the registration form. During the procedure, your credentials will be generated to access the “Customer Area” of the site, which we invite you to keep.

To purchase in our online shop you need to have an account, because only through it you can monitor the status of your order and shipment and in case of further future purchases, you will save time when filling the order, being able to save address and details of the payment.

When completing the order, your e-mail address and your telephone number are required to avoid delays and / or problems in the delivery of the order. We therefore suggest that you always indicate both data.
The delivery attempt by the courier is always preceded by a notice, via email and / or SMS, indicating the delivery date / time and the possibility to request a different appointment, in order to be sure to be present at the time of delivery.
Moreover, through a telephone number, the courier can immediately contact you in case of any reason that prevents him from finalizing the delivery (eg if it cannot find the street number you indicated in the address, etc.).

To find the products you are looking for on the site, you must use the navigation menu at the top of all the pages of the site and click the options you are interested in.
With a smartphone, you can select them directly from the drop down menu at the top right or scroll to the bottom of the page to find all the possible options.
To view the product details, click on its image.
If you found what you were looking for, you can proceed with the order by clicking on the “ADD TO CART” button to make sure it is available.

Try Me is a surprise sandal, dedicated to those who do not yet know our products and want to test them. This solution allows those who are not already our customer to order, for a single time, a single pair of sandals.
To order the Try Me product, you need to select the required size.
The model that will be sent is a surprise, among all the models on the site, depending on the availability of the sizes at the time of order. Therefore we invite those who are not sure to fully appreciate the collection not to use this formula, but to order the individual models of interest, available in the online shop, at the prices shown in the catalog.
If the order placed contains the Try Me product in pairs of more than one, the order will be filled with just one pair.
In the event that the customer has already used this formula, any further order of the product Try Me will be canceled, for the lack of the condition on which this special promotion is based.

If a product is not available in the online shop, you will not be able to select size and quantity, nor will the “ADD TO CART” button appear.
If instead a product is available, but only in certain sizes and quantities, when you go to select them, you will only see the sizes present, in the relative quantity.

To manage the contents of the cart click on the cart icon (located in the upper right corner of the site). So you can make any changes to the individual products in your cart:

if you want to change the size of a product you have added to the cart: click on the product name and, once you have reached the product page, press the “EMPTY” button (located to the right of the selected size field). Proceed now to select a new size and press the “ADD TO CART” button;

if you want to delete a product from the cart: click on the red X (located at the end of the row of the product you want to remove, in the “REMOVE” column);

if you want to change the quantity of a product that you have added to the cart: click on the “QUANTITY” box and select the desired number, using the arrows or typing it directly.

If you have made mistakes in the compilation of an order already confirmed, either with reference to the characteristics of the product ordered, or with reference to the name, address or shipping address, you can make changes or corrections by contacting us immediately and indicating in your communication:

• the name associated with the order;
• the order number and the date of execution of the order;
• the changes / corrections to be made.

If the order has not yet been processed we will be happy to proceed according to your directions, otherwise we will no longer be able to do so.

The sale of products in the online shop is aimed at consumers (ie natural persons acting for purposes unrelated to commercial, craft or professional business) and we reserve the right not to accept orders from subjects other than these. Therefore, if you intend to place an order in the name and on behalf of a company, please contact us before proceeding to complete it. It is understood that, if we were to authorize your purchase, the discipline applied to the sale will be that provided by the Civil Code and not the Consumer Code. For the purpose of the regular issue and receipt of the invoice, you will then need to indicate the following information: name, address and type of company / company; VAT number; recipient code assigned for electronic invoicing and PEC address.

If, after logging in with your credentials to the Customer Area of the site, you do not find the order you are looking for in your history, contact us so that we can check and resolve any issues related to its processing.

Do not forget to indicate in your request:

the name associated with the order;

the order number and the date on which you placed it.

From the moment the order is “completed” it may take up to 24 hours to receive the shipment confirmation email, which also contains the tracking code, which will be enabled by the courier as soon as they check the package.

So do not worry if it was not initially possible to monitor the shipment, especially if the purchase occurs close to the weekend or holidays.

If you have not received the email containing the tracking code, contact us to request it, mentioning in the communication:

• the name associated with the order;
• the order number and the date on which you placed it

You can find the order number in the order confirmation email that you will receive as a result of the purchase.

After making a purchase on our online shop, you will receive at the e-mail address you indicated when filling out the order (and listed in the order confirmation):

• an order confirmation email showing the order number, the description of the products requested, the price, the billing address, the shipping address and the contact details you have indicated;
• an email that will notify you of the change in order status in “completed order”, as soon as your order is handed over to the courier;
• an email confirming the shipment, as soon as the carrier has verified the package and assigned the tracking code to the shipment, functional to monitor the status.

If you do not receive any of these emails, before contacting us, we suggest that you check the email address in junk mail.

The order number is used to identify the order you have made, both in case you want to monitor the status from the Customer Area, and in case you need to send us any requests for information related to the order. Without the order number, we will not be able to provide immediate support.

When the order is processed successfully, you will receive an email that will notify you of the change in your status in “completed order”. This means that the order has been processed and entrusted to the courier for shipping.

Yes, delivery and billing address may be different.

If you want to indicate two different addresses, after having filled in the fields related to the billing address, add a check to the “SHIP TO A DIFFERENT ADDRESS?” box and specify in the dedicated fields the address where you want to receive the order.

Payment will be charged to you upon completion of the order.

The payment methods available in the online shop are as follows:

• Credit / debit card (including prepaid): Visa, Mastercard, American Express;
• Paypal, also available in the advanced PayPal Express function (which allows you to speed up the payment, as your data is already saved in the PayPal account and then in the checkout will be sufficient to type only your email address and password).

If your order is “completed” it means that it has been processed and entrusted to the courier for shipping.

If your order is “in process” it means that it has been regularly received and taken over.

Your order may be canceled for a variety of reasons, some of which may be the following:

• the product you ordered is out of stock;
• the place of delivery you indicated is located in an area difficult to reach and / or not covered by our shipping service;
• you have requested the delivery of the order at a post office box. We can not deliver orders to PO boxes, as the consignee’s signature is required at the time of delivery.

In any case, if your order should be canceled for one of these reasons, you will receive an email from us informing you of the cancellation, with a consequent refund.

Even if the order payment is not successful, you will receive an email canceling the order.

If your order is “canceled” it means that we can not process it.

You will then receive an email from us informing you that your order has been canceled, with a consequent refund.

Orders are processed daily from Monday to Friday, excluding holidays in Italy.

Orders received in:

• a working day, before 12.00, they are sent the same day;
• a weekday, after 12.00, are shipped the first following working day;
• a public holiday is sent the first following weekday.

Shipments are made by express courier, with delivery times:

• on the national territory, about 24/48 hours from the delivery of the shipment to the courier. In the event that the order must be delivered to the regions of Calabria, Sicily and Sardinia, shipping times are approximately 48/72 hours;
• on the European territory, about 4/5 working days from the delivery of the shipment to the courier.

For orders placed close to the holidays and on the occasion of sales and / or special promotional sales, delivery times could expand due to the large volume of domestic shipments to be borne by the courier.

An order can not be sent when:

• The address was requested at a post office box because the consignee’s signature is always required at the time of delivery. In this case you will receive a notice of cancellation of the order with a consequent refund;
• the address where you requested delivery is located in an area difficult to reach and / or not covered by our shipping service. In these cases we reserve the right to cancel your order and / or submit it to further Terms and Conditions (for example, to condition the transaction to a minimum purchase value). In any case, you will receive an appropriate notification of the problem found in the processing of the order and you will remain free to cancel it, with a consequent refund.

For organizational and security reasons, it is not possible, in any case, to withdraw orders from our warehouse.

Orders placed in our online shop can never be collected from an official dealer.

Yes of course, you can always track the shipment of your order through the tracking code, which will be emailed by the courier as soon as they have verified the package.

So do not worry if it was not initially possible to track the shipment, especially if the purchase takes place close to the weekend or holidays.

The tracking code related to the shipment of your order will be communicated to you with the email confirming shipment, to the email address you filled out with the order (and reported in the order confirmation).

From the moment the order is “completed” it may take up to 24 hours to receive the shipment confirmation email.

If you have not received the email containing the tracking code, check also in the junk mail and if you do not find it contact us to request it, mentioning in the communication:

• the name associated with the order;
• the order number and the date on which you placed it.

Before attempting delivery, the courier in charge of the shipment will notify you with a prealert message (email / SMS) to the addresses you have indicated during the order and indicated in the order confirmation.

Should the delivery date / time indicated in this communication not be in line with your commitments, contact the courier immediately (to the addresses specified in your communication) to arrange the delivery in a different day / time.

While waiting to receive your order, remember to monitor your mail and your smartphone to avoid not being present at the time of delivery and having to wait for a new attempt.

If you are not present at the first delivery attempt and the parcel for you is not collected, our courier makes a second attempt on the first following working day. If you prefer instead to agree with the courier a specific date and / or time slot for the second attempt, contact them at the number shown on the non-delivery notice that you will find in the mailbox.

If you are not present at the second delivery attempt, you will necessarily need to collect your order at the branch indicated on the non-delivery notice that the courier drops in your mailbox. To proceed with the pick-up at the courier’s branch, always remember to bring the notification card and an identification document with you. You have up to 10 working days to collect the parcel at the branch, otherwise we will return it and there will be no refunds.

If the estimated delivery times have passed and you have not received your order, please contact us to check the reasons. Despite our commitment to comply with the delivery deadlines for shipments, sometimes something unexpected happens that is beyond our control!

If you have placed your order in our online shop and you have received products other than those ordered and / or an incorrect size from the one requested, contact us immediately. We will be happy to support you in the process of return and replacement, which in this case will obviously be free.

Yes of course, the return of products purchased in the online shop is allowed, provided it is made no later than the deadline of fourteen (14) days, starting from the date of receipt of the order.

The deadline within which you can make a return is fourteen (14) days from the date you received your order.

Free returns are not provided. You will therefore have to contact a courier to return the products and the shipping costs will be at your expense.

To make the return of products purchased in the online shop and then exercise the right of withdrawal, you will need:

• send us a written statement, by registered letter with return receipt, in which you express your decision to withdraw from the purchase contract within fourteen (14) days from the day you received your order. For more detailed information, please read clause 8 of the General Conditions of Sale;
• return the products subject to withdrawal, delivering them to the courier you have chosen for shipping, no later than the deadline of fourteen (14) days from the day on which you announced your wish to withdraw from the contract of sale.

Without prejudice to the foregoing, the right of withdrawal is understood to be correctly exercised if the following conditions are also met:

• the products must be returned in the state and in the original packaging;
• the identification tag for which the products are fitted must not have been tampered with and must still be applied to them;
• the products must be accompanied by a copy of the delivery document issued by the courier and signed by you.

The cost of return depends on the rates applied by the courier to whom you have chosen to entrust the shipment of the products you want to return.

To return the products, you can contact the courier you want. In any case, the proof of the return and the relative shipping costs remain in your charge, as well as the inherent risks.

Shipments with assigned port are not accepted.

You will receive a refund through the same payment method you used to pay for the order, no later than fourteen (14) days, starting from the date on which we will receive the return of the products and always if they are in their original state.
In any case, we will not be able to respond to any title of any delay in the effective re-crediting of the sums subject to reimbursement, attributable to the Bank that issued your credit card and / or Paypal.

The refund you will receive as a result of the return procedure includes the amount you paid for the purchase of returned products and shipping costs for delivery of the order (if this is returned in full). In the event that you return only part of the order, shipping costs will not be refunded.

In the event that the returned products are used to the extent necessary to establish their nature, characteristics and functioning, the reimbursement will be proportionally reduced in consideration of their decrease in value caused by use.

The refund will be excluded if:

• the return procedure and the relative terms and conditions (which can be consulted in detail in clause 8 of the General Conditions of Sale) have not been respected;
• the returned products are damaged.

We will not be able to reimburse the shipping costs you have incurred for the return of the products, as the return procedure is not free.

If the products you want to make have been purchased from one of our official dealers, we suggest you contact them directly and inform yourself about the return policies applied.
The withdrawal is in fact allowed only for products purchased on our online shop.
In the same way, it is not possible to contact an official dealer to return the products purchased in the online shop.

It is not possible to replace a product purchased in the online shop. So, if you want a model, a color and / or a size different from what was originally ordered, we suggest you return the unwanted item (following the procedure provided for the return) to get a refund and make a new order.