Shipping

  •  We ship worldwide via DHL express. Cost of shipping is calculated based upon your delivery address and is shown prior to placing your order.
  • Orders are usually shipped within 3 to 6 days of ordering excluding weekends and holidays.
  • In the case of week end or holidays,or local holidays ,or temporary closing of workshop,the goods will be prepeared in the first working day available
  • We provide a tracking number upon shipment, and the parcel can be tracked on the DHL website. Please be aware that shipping times are estimates, and that there can always be delays due to causes beyond our control.
  • http://www.dhl.com/en/express/tracking.shtml
  • For Russian customers, we unfortunately cannot ship shoes to private customers due to restrictive Russian customs laws.
  • For Chinese customers, please be aware that there may be delays in customs clearance if you do not have/provide a CR number which is a personal import number. Please see DHL’s comment regarding this: http://www.dhl.com/en/express/customs_support/customs_paperwork/customs_guidelines_china.html
  • VAT is automatically deducted on all non EU orders during checkout. The customer is responsible for any local import taxes, fees, or duties associated with the delivery.
  • All shipments are fully insured for full value, and are marked as “Merchandise”. We do not put a lower insurance value on the customs declaration. The customer is responsible for all local duties and taxes incurred.
  • A signature is required for delivery of the goods. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.
  • If the shipment is returned to us due to non-delivery, the customer is responsible for paying the costs of re-sending the item. In this case if the customer requests a refund, the shipping cost/s will be deducted.
  • Orders will be shipped only to the credit/debit card billing address.
  • We do not ship to PO Box address.

    • RETURNS, EXCHANGES, AND REFUNDS

      We reserve the right to accept or reject any returns. Please read the conditions under which returns are accepted.

      Returns are only accepted within 20 days upon delivery of the goods. Please notify us by email within 7 days if you plan to return an item. Returns will not be accepted once this period has expired.

      Return shipping and insurance is the customer’s responsibility unless the goods received are defective or the wrong item was dispatched.

      We do not refund the original shipping cost.

      Only Ready-to-Wear (RTW) shoes or defective shoes are eligible for refunds. Made-to-Order shoes, Ready-to-Wear shoes with D and F fittings, Pre-Order shoes, Sale shoes, metal tips, rubber inserts, or Outlet shoes are not refundable. (If you want a return for store credit, you must contact customer service to check if exchange or credit is allowed under specific conditions.)

      Pre-Order RTW shoes can be returned for store credit or exchanged for another size (if the requested size is sold out, you must wait until it becomes available in stock) but are not refundable.

      Patina service for RTW shoes: (It takes 4–7 weeks to complete, excluding Italian holidays.) The Patina service allows our clients to customize RTW shoes in selected colors. Only certain colors are eligible for exchange or store credit (as indicated through the webshop). In any case, you may contact our customer service if the color is not eligible for return to discuss possible solutions. Once the process has started, it cannot be canceled due to the personalized nature of the service. Always contact our staff if you have questions.

      We will only accept returns of products that are brand new, unused, and in the condition they left the factory. When trying on the shoes:

      • Please try the shoes on a carpeted floor to avoid marking the sole. Scratched soles will not be accepted.

      • Avoid excessive bending, which can lead to creasing of the leather.

      • Shoes tried on for several hours cannot be returned, as the insoles will show signs of wear.

      During the refund process, the creditor bank may apply service fees, which can vary depending on the credit card used for payment.

       Address Changes After Order Confirmation

      Once an order has been confirmed, the delivery address recorded in our system is considered final. Requests to change the delivery address after order confirmation may be subject to technical or system limitations. If the change cannot be processed, the shipment will be sent to the original address provided in the order. The company cannot be held responsible for any delivery issues resulting from such circumstances.

Damaged, Defective or Wrongly delivered goods.

  • We will refund the full purchase price including shipping, custom duties, and taxes and the shipping cost incurred by the customer in returning the goods. In the case of defective/damaged goods, please send pictures of the item/s to

    meccariellocustomerservice@gmail.com. We will advise you as to the necessary procedure.

  • We will inspect the goods and once we are satisfied that the flaw is genuine and was caused by normal usage.
  • In the case of damaged items, we will check to see that it was not damaged after delivery, and that the goods was delivered in a damaged condition.
  • If the item/s is being returned due to a manufacturing defect, We will have to inspect the item/s and determine if the item/s was not misused, and that the defect arose within 14 days. If you decide to be refunded, we are only able to issue it to the original payment method you used to complete the original purchase. If we receive a pair that is claimed to be defective and after inspecting it is not the case, we will return the pair to the customer who will be responsible for the shipping expenses.

Exchanges

  • For exchanges, please notify us at meccariellocustomerservice@gmail.com within 7 days of receiving the goods.
  • Please specify the new product you wish to receive both on the email and in the enclosed return form. There may be differences in price between the two items. In this case we will contact you and advise you how to proceed. Return shipping to us, and shipping of the exchange pair is to be paid for by the customer.
  • The refund will be made once we have inspected the returned item/s and checked if the flaw is genuine. The customer will be informed by email once the refund (or refusal of a refund) has been made. In case the refund has been rejected, the customer is liable for return shipping of the goods.

Preparing item/s for return.

  • When returning an items to us, we strongly advice declaring a low value in coordination with our Customer Support team to avoid us having to pay 22% custom duties to receive a returned item (more below). Please follow the instructions below AND contact us at meccariellocustomerservice@gmail.com before sending the item/s.

  • There are no return forms that work with the Customs authorities in Italy for small scale manufacturers like ourselves. The result is that ANY GOODS from OUTSIDE the European Union being sent to us almost ALWAYS incurs custom duties of 22% of the declared price on the customs form AND shipping cost, REGARDLESS of whether we are the the manufacturer, and if the goods originally was manufactured in Italy. We have tried for many years to resolve this issue with the Customs authorities but as yet there is no solution. Sometimes the Custom authorities will pass the items through without customs duties (if we are the manufacturer), however, there is no guarantee that for every returned item this will happen. If we have to pay the customs duties to receive a returned item, the cost will be deducted from the returns or exchange amount.. Please take care of this before shipping and contact us at meccariellocustomerservice@gmail.com
  • Place the item(s) into a sturdy cardboard box to protect it during transit (preferably the original box). The parcel must include the original packaging and all accompanying items (flannel bags, sponges, shoelaces, etc.), as well as all documentation received with the product. INCLUDE A COPY OF THE ORIGINAL RECIEPT IN THE BOX.
  • Returns from clients outside the EU:
  • Clients returning items from outside the European Union MUST CLEARLY MARK on both on the cardboard box and on the shipping bill that it is a “returned goods to manufacturer”. Do not put any other names as the receipient other than SILV.AN srl.
  • These points are very important because it may help to avoid custom duties being charged to us for receiving the returned items. However there is no guarantee that it will succeed. It is therefore important that you contact our customer service BEFORE sending the item back.
  • We will not be liable for customs duties levied on returns. We can refuse delivery or charge the customer any associated costs if the returned item/s are charged custom duties.
  • Please ship to the following address: SILV.AN srl, Strada di vicinale San Pietro II , 82011 Airola (BN), Italy  Telphone: +39 3476001715
  • Please use a traceable shipping service and insure for full value. The customer is responsible for the return shipping and insurance cost. We do not guarantee that we will receive the returned item/s if a non traceable method of shipping is used.
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