FAQ ENG

ONLINE BOUTIQUE

Our online Boutique

 

Our online boutique offers a selection of our most iconic styles and latest collections. To purchase, simply select the item in the size and color of your choice, add it to the cart, and complete the purchase, in a 100% secure way, by typing your shipping and payment method.

 

Moreschi embodies the essence of Made in Italy. Wearing Moreschi means feeling the unique emotion of wearing a shoe born from the coming together of highly qualified handicraft and the kind of exclusive handpicked materials that exude elegance, style and comfort.

Discover more about the history of the brand [https://www.moreschi.it/pages/experience-moreschi-about-us]

 

 

Should I create an account to place an order?

 

The creation of your personal account, together with the subscription to the newsletter, allows you to access the Moreschi online boutique taking advantage of an even easier and faster shopping experience, as well as unique advantages:

 

  • Stay tuned on the latest news of the Moreschi brand
  • Save your information safely and checkout faster
  • Receive early access to offers
  • Manage orders, shipping and returns easily
  • Discover exclusive previews and event
  • Save multiple destination addresses

 

Register now [https://www.moreschi.it/account/login]

 

 

 

Which size should I choose?

 

After consulting our Size Guide [LINK], if you still have not identified your size, please contact our Customer Care at customercare@moreschi.it indicating:

 

  • The link or name of the product you are interested in.
  • Your measurements (for example your foot length, if you have either a normal or a wide foot sole)

 

Our Customer Care will be happy to show you the size that best suits your needs to fully enjoy the uniqueness of Moreschi shoes.

 

 

Can I modify or cancel an order?

 

If you need to change or cancel your order, please contact our Customer Care at customercare@moreschi.it as soon as possible. Once the package has been prepared for the shipping, the order can no longer be modified.  However, we will always do our best to find the most satisfying solution for your needs.

Remember you can request a return after delivery in case you don’t want to keep one or more items.

 

 

 

How can I place an order?

 

From Smartphone:

Once you add all the products in your shopping cart, click on the shopping bag icon in the upper right then click on “checkout” and if you still haven’t done it log in with your account credentials.

At the top of the screen, you will see the order summary by clicking on “Show order summary” and all the fast payment methods like PayPal, Apple pay, and Google pay, by clicking on one of them you can go directly to the fast checkout.  Below you will find the “Delivery” section where you can put all your shipping information and the “Payment” section where you can choose the payment method you prefer. Right below you will see the “Order summary” where you will find the label " Discount code or gift card". If you click on this label, you can enter your code or gift card; once you press "Apply " the discount will be applied to the cart.

After completing all the sections, you can click on the “Pay now” button to complete the purchase.

 

Only after receiving the order confirmation the purchase will be considered completed.

 

From Desktop:

Once you add all the products in your shopping cart, click on the shopping bag icon in the upper right then click on “checkout” and if you still haven’t done it log in with your account credentials.  

In the right part of the screen, it will appear the order summary and the label " Discount code or gift card". If you click on this label, you can enter your code or gift card; once you press "Apply " the discount will be applied to the cart. On the left part of the screen, you will see the fast payment methods like PayPal, Apple Pay or Google Pay, the “Delivery” section where you can enter all your shipping information. However, if you prefer to pay with a credit card, you will find the “Payment” section below where you can choose the payment method you prefer.

After completing all the sections, you can click on the “Pay now” button to complete the purchase.

 

Only after receiving the order confirmation the purchase will be considered completed.

 

Invoice request

 

For European Union Clients, it is possible to request the invoice after receiving the order confirmation. The request must be made within 24 hours of receiving the order confirmation email. If the request is made after 24 hours unfortunately it will not be possible to make the invoice.

For non-EU Clients please write to our Customer Care team at customercare@moreschi.it to request your invoice copy by indicating the order number and Client’s name.

 

 

SHIPPING

Shipping Countries

 

We ship to over 60 Countries, including the European Union, the United Kingdom, the United States, UAE, Japan, Australia and many more.

 

Please note you will need to select the Country you want to ship to before you start your shopping; our catalogue and prices may change according to the delivery location.

 

From smartphone:

By clicking on the menu on the top right and scrolling to the bottom you can find "Shipping" and tapping on it you can choose the Country of destination of the order.

To change the website language, in the same menu you may tap on your preferred language (e.g “IT”, “EN”).

 

From desktop:

To change the shipping Country, go to the at the top right of the page and click on the location symbol. A popup will appear where you can select the shipping Country to which you intend to ship the purchase.

To change the website language, you can click on “EN” or “IT” in the upper right website bar.

 

Shipping times and costs

 

All orders are shipped from Italy. Delivery times may vary depending on the Country of destination.

Order handling often takes 1-2 working days. It may take up to 5 working days in very complex cases (e.g. picking from different warehouse locations).

The packages may be shipped with the standard shipping method or with the express one based on availability. Delivery often takes 3-4 working days, and it may change according to the courier, customs offices (for non-EU Countries) and the delivery Country. In exceptional cases, such as delivery to remote locations and islands, it may take up to five extra days.

 

Depending on the Country of destination and the amount of the cart, it may be applied a fixed cost for shipping or a free shipping.

 

Business days are Monday to Friday, excluding national and local holidays (orders are not shipped or delivered during weekends and holidays).

 

Tracking your order

 

As soon as the courier takes charge of your order, you will receive an email with the shipment tracking number that you can use to check the delivery directly on the courier’s website.

Please note that it may take 24 hours from receipt of the email to see the first updated data on the courier's website.

 

For orders shipped with DHL, Moreschi has chosen to offer complimentary Delivery On Demand service. This means you will be able to: change the delivery date, nominate an authorized party to receive your shipment on your behalf, collect your shipment from a convenient nearby DHL Express Service Point, have your shipment delivered to an alternate address.

 

 

 

CITES document for special leather items

 

CITES is a document required when leather goods, that are made of very precious leather like Ostrich, Tejus or Peccary (the composition of the products is always indicated on the website, so it is easy to identify, reading the description, what are the products made with these leathers) are shipped outside the UE.

This is a very important document because it certifies the leather used to make item is subject to the CITES international convention on protected leather products (Washington Convention) which protects and certifies the free movement of leather goods.

 

As soon as you order an item made from the aforementioned leathers, we will contact you to ask for your confirmation to proceed with the CITES request. If you accept, we will ask the Italian government for the CITES EXPORT. The process takes about a month. Only after receiving the document, we will proceed with the shipment of the order.

 

Please note that the customer who wants to send back this item must apply for Cites Certificate to Fish & Wildlife State Office of his own Country at his cost.

 

CITES for United Kingdom Clients only

In the case of the shipment in the United Kingdom this document must be issued by by both Italy and UK governments. This is the process:

  • CITES EXPORT: from the sender (Moreschi). Lead time: about a month
  • CITES IMPORT: from the addressee (you). Lead time: about a month. How to request it?
    1. Moreschi shares with you CITES EXPORT, as soon as Moreschi receive it
    2. You write to ukma@defra.gov.uk, enclosing CITES EXPORT, to ask them for the release of the CITES IMPORT
    3. You share with Moreschi at customercare@moreschi.it CITES IMPORT as soon as you receive it from UK government.

As soon as we have BOTH CITES EXPORT and CITES IMPORT, we will ship your order. 

 

 

RETURNS

Requesting a return

 

We want to give you plenty of time to try out the items you have purchased in the comfort of your home. If you decide to return one or more products to us, you can request a return within 14 days from the delivery date.

To request the return, simply fill in our Return Form at this link: [https://cdn.shopify.com/s/files/1/0436/2394/0260/files/202312_Return_Form.pdf] or write to our Customer Care team by writing at customercare@moreschi.it providing: Client Name and Surname, Order Number, Returning Product and Reason.

 

 

At the time of the request, you can decide whether to request a refund or replacement of the shoes with a larger or smaller size than the one purchased, indicating any details in the comment area of the form.

 

Return policy and conditions

 

Before requesting the return, kindly ensure it meets the following conditions:

 

  • The product must be new, in the same condition as you received it, neither modified nor washed, with all labels attached (including any accessories or special packaging). Please be careful not to damage the product in any way while trying it on.
  • The item must have been purchased online on Moreschi.it
  • The Return Form must be filled in within 14 days from the delivery date.
  • Once you receive the authorization for the return, the package must be delivered to the courier within 14 days.

 

Online purchases can be returned at our boutiques:

  • Moreschi Boutique Manzoni Milano: Street Alessandro Manzoni, 12, 20121 Milano MI
  • Moreschi Boutique Sant'Andrea Milano: Street Sant'Andrea, 12, 20121 Milano MI

 

We will not be able to accept returns that do not meet all the previous conditions. Any non-compliant items will be returned to the original order address and the return will not be accepted.

 

Please note that if you receive a wrong or damaged pair of shoes, we will ask you to send us at customercare@moreschi.it a few pictures of the shoes to better investigate the problem. We will take care of the return shipment by covering all the costs and we will provide you with a new pair of shoes.

 

How to ship the return

 

After filling in the Return Form and obtaining your Return Authorization from our Customer Service with all details, please follow these simple steps:

 

  • Place the items in the original box in which you received them, complete with all labels and any special packaging (alternatively, in a suitable and sufficiently sturdy box)
  • Arrange the shipment with the courier of your choice and send the parcel to the following address:

Moreschi S.p.A. – Magazzino E-commerce

Via Cararola 69

27029 Vigevano (PV) - Italy

  • Attach the shipping label provided by your courier on the box.
  • Share the tracking number with the Customer Care team by writing at customercare@moreschi.it

 

The costs related to the return of the Products are entirely in charge of the Customer.

 

Moreschi also offers the possibility to request a prepaid return label, which costs will vary depending on the destination Country and will be deducted from the amount of the refund. To request a prepaid label, all you have to do is indicate it on the return form or inform the Customer Care team by writing at customercare@moreschi.it

 

Return refund lead times

 

When we receive your return, it will take us a few days to verify that all the return conditions have been met.

 

After successfully completed checks, we will send you an email with the confirmation of the return occurred. You should see a refund within a few days of confirming it; please keep in mind that these times may change depending on the Country and payment method chosen.

 

If you have requested a return, the refund will be made on the same payment method used for the purchase.

 

 

How to exchange / replace an order

If you have fallen in love with the item purchased, but unfortunately the size is too small or too large or you prefer another pair of shoes, you have the option of making a replacement.

 

When you fill in the Return Form you can indicate the willingness to make an exchange with another size or a different article, indicating all the details (e.g. new size reference, or URL in case you prefer another article). After the Customer Care has verified the availability of the item will send you a confirmation.

 

Please note in case of shoe replacement due to the need to change size or model or in case the item is defective or wrong we will arrange the shipment and pay for the shipping costs.

 

 

 

PAYMENTS AND REFUNDS

Secure payment

 

Each purchase is made with maximum security thanks to the use of secure and certified servers, and the adoption of the most advanced encryption systems (SSL). We only use secure connections, as evidenced by the "https" prefix and the padlock symbol that appear in the browser address bar.

 

All transactions are made in the currency of the shipping Country. Your payment details are protected by the most modern security protocols, encrypted and unreadable by third parties.

 

Available payment methods

 

We accept all major credit and debit cards, including Visa, Mastercard, American Express and Union Pay.

 

You can also pay with PayPal, Google Pay and Apple Pay.

 

We remind you that the order and payment will be successful only when you receive our confirmation e-mail to your e-mail address and when, at the end of the payment, you will be shown the thank you page for the purchase with the confirmation of the order number. If the order has not been confirmed, you will not be charged any amount.

 

 

Payment by credit cards

 

We accept all major credit and debit cards, including Visa, Mastercard, American Express and Union Pay.

 

To protect your credit card purchases, you will be asked to enter the CVV code on each order, which you can find on the back of the card.

 

Always remember to check the amount limits linked to the card, both at the single transaction level and at the total residual credit level.

 

We remind you that the order and payment will be successful only when you receive our confirmation e-mail to your e-mail address and when, at the end of the payment, you will be shown the thank you page for the purchase with the confirmation of the order number. If the order has not been confirmed, you will not be charged any amount.

 

Payment with Paypal

With Paypal it will be possible to pay in complete safety by credit card or through a registered Paypal account.

 

During the payment phase you will be temporarily linked to the PayPal site for the compilation of the necessary data to complete the transaction in complete safety. At the end of the payment, you will be linked back to the Site to view the summary of the Order.