FAQs

1. How do I use the promotional code received by e-mail?

To take advantage of a discount, all you have to do is enter the coupon code in the Summary of your order or in your Cart and the discount will be applied automatically.

For more information please refer to our How to complete an order page here.

2. How can I return an item?

If for some reason you are not satisfied with your order, you can request a return within 14 days from the delivery date to your address. Send us an e-mail at customerservice@fratellirossi.it or call us at +39 392 8669614 (service available Monday to Friday from 10am to 6pm), providing us with your order number details, and we will communicate you the exact date and approximate time of when the pick-up will take place.

For more information please refer to our Return & refund policy page here.

3. What is the shipping cost and delivery time?

We ship to your home in Italy for free, while for the rest of the world we charge a cost.

We aim to ship all orders within 24 hours (orders accepted before 3pm CET will be shipped the same day). Delivery times are 1-2 working days in Italy and 2-4 working days in Europe and in the rest of the world.

For more information please refer to our Shipping page here.

4. How do I choose the correct size?

To improve your shopping experience, our online specialists test every style and form of our shoes and can provide you with useful advice. You can visit our Size guide page to find out which size fits you best. If you are not sure how to correctly perform this measurement or you are unsure of the recommended size, contact us via the Live Chat or send us an email and we will get back to you as soon as possible.

5. How do I track my order?

Our shipping service includes the TNT SMS Alert accessory which allows you to receive text messages on the status of your shipment. For a more detailed overview of your delivery you can insert the tracking number of your order here.

For more information please refer to our Shipping page here.

6. How can I cancel or modify my order?

To cancel or modify your order contact us as soon as possible to prevent the order from being sent or delivered to the wrong recipient. You can contact us through the Live Chat, send us an email at customerservice@fratellirossi.it or call us at +39 392 866 9614.

7. If I add a product to the cart, do I have to complete the purchase?

Absolutely not. You can add the products you prefer to your shopping cart and then decide whether to complete the order.

8. How can I place an order?

Use the WOMEN and MEN links in the main menu to navigate through the different categories of our shoes. Once you have found a shoe that you would like to order, select the size and click the ADD TO CART button. From the Shopping Cart you can start the Checkout procedure by clicking on the PAYMENT button.

9. How do I know if a product is not available?

If a product is not available anymore for purchase, the size will be grey so that it cannot be added to your shopping cart. In the product page we have added a feature which lets you know when the size will be available again.

10. What can I do if I have forgotten my password?

If you have forgotten your password, click the LOGIN link to visit the Authentication page. At this point you have to click "Forgot your password?" and simply follow the instructions. After entering your email address, you will receive a link to generate a new password.

11. What are the payment methods available?

Payment for your order will be made through PayPal or Stripe. We accept major credit and debit cards: MasterCard, Maestro, Visa, American Express, and Discover. The payment can also be complete via bank transfer.

For more information please refer to our Payments page.

12. Is the use of my credit or debit card secure?

The site address (URL) begins with 'https:' this confirms that the page is secure. All the information you enter will be processed directly by our bank with encrypted protocol, to ensure maximum security of the transaction. Neither we nor other companies connected to us will have access to your data, for any reason. Whatever payment method you choose your data will be safe.

For more information please refer to our Payments page.

13. Will my personal information remain private?

We assure you that the personal information you enter on our site will remain confidential and will not be lent or sold to third parties under any circumstances. To complete your order we need your name, postal address, shipping address, and telephone number. Please note that if you subscribe to our newsletter we may use contact you to inform you about the latest arrivals and promotions. If you prefer not to receive these updates, you can unsubscribe from the newsletter at any time by clicking on 'Unsubscribe' button at the bottom of every newsletter you received.

For more information please refer to our Privacy & Cookie Policy page here.

14. What are Cookies?

We use cookies to know how many times you visit our site, the contents of your shopping cart, your previous purchases and to send you notifications that are of your specific interest. They have been designed to assist you with the online shopping experience.

For more information please refer to our Privacy & Cookie Policy page here.