Ready to ship
3-7 days
Finished, in the workshop.
What happens after the last stitch
How long it takes, what it costs, what can be returned, what we cover.
- Returns
- 14 days from delivery
- Warranty
- 24 months
Times
Workshop timeShippingEstimated delivery
Delivery time is two things added together: workshop time, meaning how long the piece takes to make, and courier time. The first is stated on every product page, and it is the one that weighs.
Ready to ship pieces leave within a few working days of confirmation. Made to order and bespoke leave when the work is finished and checked: the estimated date is in the cart and on the order status page.
The clock starts at order confirmation. On bespoke, at the first fitting.
Made to order
15-30 days
On a standard last.
Made to measure
45-90 days
Last built on your foot.
Courier time adds to workshop time. We do not publish it as an estimate, because it depends on the carrier chosen for that shipment: we tell you when the parcel leaves, together with the tracking number. Customs holds stay outside the count.
Costs
Shipping is included above 300 euro of order value. Below that threshold the cost depends on the destination country and is shown before you confirm, never after.
All prices include VAT at 22%, unless stated otherwise.
Below 300 euro
- Italy
- €9
- Europe
- €19
- Rest of the world
- €39
Deposit and balance
Deposit today (30%)
Bespoke work starts with a 30% deposit. The balance falls due when the work is finished, before shipping.
Made-to-measure orders require a 30% deposit on confirmation; the balance is due before shipping.
Balance before shipping
Returns and right of withdrawal
If you are a consumer you have 14 days from delivery to withdraw, without giving a reason. Tell us in writing within that period and return the product within 14 days of the notice.
The product must come back intact, used no more than needed to try it, complete with every part and the original packaging. Return costs are payable by the customer, unless agreed otherwise.
The refund arrives within 14 days of our receiving the return or proof of shipment, by the same means of payment you used.
When withdrawal does not apply
Withdrawal does not apply to goods made to measure or clearly personalised, as set out in article 59 of the Italian Consumer Code. A shoe built on your last, in your leather, with your initials, cannot be put back on sale. If something is wrong, though, it gets fixed.
If the fit is not right
On bespoke work a fitting problem is not a return, it is an adjustment. Write to us within a few days of delivery, with a photograph of the foot in the shoe. Nearly always the pair comes back to the bench, is corrected and goes out again.
Guarantee
A two-year legal guarantee of conformity on every product, for defects present at the time of delivery.
It does not cover normal wear, which in footwear includes the wearing down of the leather sole and the heel taps and the natural change of colour. Those are things that get redone: resoling and repairs are a service, not a guarantee claim.
Natural fibres can differ in tone from the photographs. That is a characteristic of the material, not a defect of conformity.
Shipping and returns
Where we ship
Italy, the European Union, the United Kingdom, Switzerland and Norway, the United States, Canada, Japan, Australia, the United Arab Emirates, Singapore and Hong Kong. If your country does not appear at checkout, write to us: there is nearly always a way.
Tracking
Every shipment travels with a tracking number. It arrives by email when the parcel leaves, and stays on the order status page alongside the stage of the work.
Customs and duties
Outside the European Union, duties, taxes and customs charges in the destination country are payable by the recipient and are not included in the price shown on the site.
If the order includes exotic leathers, the C.I.T.E.S. paperwork travels with the goods. Some countries require additional authorisation to import protected species: check before you order, or ask us.
Transport damage
Check the parcel in front of the courier. If the packaging is damaged, accept it with a written reservation on the delivery note and tell us within a few days, with a photograph of the packaging and the contents. With a written reservation the replacement is quick; without one, it becomes an argument with the carrier.
Before you order
On international shipping and on certified skins we would rather talk first. Write to us and we will tell you what to expect.