FAQ

How can I find out if a product is available?

 

Everything you find on sergiorossi.com is available. By selecting the item you want and opening the product detail page, you can see its characteristics and the available colors, leathers, heel sizes and shoe sizes.  The list will automatically update when you select the leather, color or heel size.

As some products are restocked a few times during the season, availability could change, so it’s worth checking every now and then.

 

Is it possible to order made-to-measure footwear?

 

A made-to measure service is not currently available. All of the available products are listed on the website: you can find your favourite shoes or boots in the catalogue and order them directly online.

 

Why are some products listed as “pre-order”?

 

For some of the products it is possible to order them in advance and receive them before they are available in other shops. These products will be listed as “pre-order”: you can see the available colors, leathers, heel heights and shoe sizes and order them in advance, receiving them as soon as they are available. When you place the order, you can see the date from which the item will be available and you will receive a confirmation e-mail as soon as the order is ready to be sent out.

 

Can I still order a product if it is no longer available?

 

Regrettably you can only order available products, i.e. all those you can find on sergiorossi.com.  However, a few products are regularly restocked, so it is worth checking the website every now and then.

How can I care for my Sergio Rossi products?

 

We only use precious, high-quality materials. Every type of material has its own characteristics and requires special care. Please see our advice below.

 

SMOOTH AND GRAINED LEATHERS

All smooth or grained leathers should be cleaned with a soft, clean, dry cloth to remove excess dust and dirt. To revive the color, apply a small quantity of neutral wax-based shoe cream and buff with a soft cloth. Avoid direct contact with substances that contain alcohol (perfumes, solvents), oils (makeup) and abrasives. Avoid direct exposure to sunlight and heat. Do not expose to humidity. In the case of direct contact with water, allow to dry carefully in a cool, well-ventilated place. Always put the shoes away in the two separate dust bags provided.

 

PATENT LEATHERS AND LAMINATES

Clean with a soft, clean, dry cloth to remove excess dust and dirt. Patent leathers are highly sensitive to color transfer. You are therefore advised to carefully avoid contact with other materials. Always put the shoes away in the two separate dust bags provided. The metallic finish on laminated leathers is extremely delicate and can easily be scraped. Once it has been damaged it cannot be returned to its original appearance. This is not considered to be a defect, but a characteristic of the material. Avoid direct contact with substances that contain alcohol (perfumes, solvents), oils (makeup) and all abrasive substances. Avoid direct exposure to sunlight and heat. Do not expose to humidity. In the case of direct contact with water, allow to dry carefully in a cool, well-ventilated place.

 

SUEDE LEATHERS

Use a brush with soft bristles to gently clean the leather and maintain the characteristic effect of the suede material. Where necessary, use a neutral water-repellent spray specifically for shoes to protect the leather from humidity, always applying it to dry shoes. Suede leather is highly absorbent and can be easily stained. Contact with materials that may transfer color should therefore be avoided. Avoid direct contact with substances that contain alcohol (perfumes, solvents), oils (makeup) and all abrasive substances. Avoid direct exposure to sunlight and heat. Do not expose to humidity. In the case of direct contact with water, allow to dry carefully in a cool, well-ventilated place.

Glitter Kid leather is a suede with a glitter finish. It should be cleaned using a soft, dry cloth in order to avoid removing small parts of the glitter finish which, once removed, cannot be replaced.

 

FABRICS

All fabrics used to produce Sergio Rossi shoes are delicate and must be handled with care. They should be cleaned only with a soft, dry cloth to remove dust. Solvents of all types should be avoided. Avoid excessive abrasion and all contact with rough surfaces, particularly with Crepe Satin fabric. Once the threads of the fabric are damaged they cannot be repaired.

The Star Mirror fabric is particularly delicate due to its metallic surface finish and should be treated with care. It may develop slight folds when bent: this should be considered a specific characteristic of the leather and not a defect. Damaged parts of the metallic laminate cannot be repaired.

 

COMBINATIONS OF MATERIALS

For shoes made from a combination of two or more materials, please refer to the following instructions:

FABRICS: clean with a soft, dry cloth and avoid all types of solvents. Avoid excessive abrasion and all contact with surfaces. Once the threads of the fabric are damaged they cannot be repaired.

SMOOTH AND GRAINED LEATHERS: Clean with a dry, clean, soft cloth. To revive the color, apply a small quantity of neutral wax-based shoe cream and buff with a soft cloth, taking care not to touch any other materials.

PATENT AND LAMINATED LEATHERS: Clean with a dry, clean, soft cloth. Avoid all types of solvents.

SUEDE LEATHERS: Use a small brush with soft bristles to gently clean the leather and maintain the characteristic effect of the suede material. Where necessary use a neutral water-repellent spray specifically for shoes to protect the leather from humidity, always applying it to dry shoes.

 

CRYSTALS AND ACCESSORIES WITH A COMBINATION OF LEATHERS AND FABRICS

Crystals and studs applied to Sergio Rossi shoes are delicate accessories and should be handled with care. Clean with a soft, velvety cloth and avoid contact with surfaces or materials that could scratch or damage them. Also avoid contact with water, solvents of all types, and exposure to direct sunlight and heat. Always put the shoes away in the two separate dust bags provided.

 

PRECIOUS AND SEMI-PRECIOUS LEATHERS WITH COMBINATIONS OF LEATHERS

All exotic, precious and semi-precious materials are highly delicate and require careful attention. Clean with a soft, clean, dry cloth to remove excess dust and dirt. Do not apply any kind of substance to the leather that could interfere negatively with the tanning. Atmospheric conditions, heat and use can lift the scales of precious materials: these are particular characteristics of exotic materials and should not be considered defects. Avoid direct exposure to sunlight and heat and do not expose to humidity.

How do I create an account?

 

In order to buy a product on sergiorossi.com you have to create an account by filling out the registration form, which you can access by clicking on the “Log In” link at the top of the page.

You can only access the restricted area with a personal password created and known only to you. At the end of the registration process you will receive a confirmation e-mail in which you will find your log-in details.

 

What are the benefits of having an account?

 

By registering on sergiorossi.com, you can:

- save your favourite products on your Wishlist so that you can find them easily when you’re ready to order them;

• trace your orders in real-time, following the delivery and requesting to return the product if necessary;
• receive the latest news on products and access exclusive information;
• change your personal data;

 

Why should I save my addresses in the account’s address list?

 

By saving your billing and delivery addresses in your account’s address list the purchasing process is much faster. All you have to do is enter the delivery address for your order directly from your address book into the shopping bag. This way you can avoid typing errors, manage different addresses and save the ones of family and friends. If you are a registered user, you can save a new address in the address list from the restricted page of your account, or directly from the shopping bag when you place an order.

 

How does the Wishlist work?

 

You can save your favourite products on your Wishlist, in the size and color you want, enabling you to purchase them when you are ready, without having to look for them again.

The products on your Wishlist are not held for you, therefore we recommend that you check availability regularly and purchase them as quickly as possible so as to avoid disappointment.

 

Are the products on my Wishlist being held for me?

 

Unfortunately we cannot hold the products saved on your Wishlist. When you add a product to your Wishlist, it just makes it easier to purchase when you are ready, but only if the item is still available. We recommend that you regularly check the availability of the products in your wishlist and order them as quickly as possible.

 

Can I share my Wishlist?

 

Of course: your Wishlist can be sent to whoever you like, so that you can share your favourite products and those which you intend to purchase. Just click on the option on your Wishlist and then enter the e-mail address of the person you want to send it to. The person you send it to will receive an e-mail with a list of the products on your Wishlist and can directly access the website to see them or purchase them if so desired.

 

Is it possible to modify or cancel my account?

 

You can modify your registration data at any time, after accessing the restricted area of your account. You can also ask that your account be cancelled by sending your request to our customer care.

How can I purchase a product?
To purchase a product, select it from the catalogue, choose the color and size you prefer, and add it to your shopping bag. At this point, you may continue browsing the website to purchase additional items or proceed directly to checkout.
Please note that you can purchase a maximum of 10 products per order. To purchase multiple units of the same product, simply adjust the quantity directly in the shopping bag. If the requested quantity is not available, a notification will appear.
If you have added an item by mistake, you can remove it using the appropriate link next to the product on the first page of the shopping bag.

How can I complete an order?
To complete an order, you must carefully follow all the steps in the purchase process. After selecting and adding the products in your desired size and color to the shopping bag, you may choose whether to proceed as a registered customer or as a guest. Registration is not mandatory to place an order, but having an account offers several advantages.
You will then need to select your preferred payment method and proceed with the purchase. For detailed information on the payment methods accepted on sergiorossi.com, please carefully read the information provided on the relevant page.
Once the purchase process is completed, you will receive a confirmation email with a summary of your order.

Can I modify or cancel an order that has already been placed?
You may modify an order only while its status is “pending.” Once the order has entered processing, you will no longer be able to change its contents, but you may only request its cancellation. Once the order has been shipped, it can no longer be cancelled.

What are the order processing times?
Orders are processed within 48 hours from the date they are received. Please note that sergiorossi.com does not ship orders on weekends or during official holidays.

Can I place a gift order?
At present, it is not possible to place an order and ship it as a gift, nor to include a personalized message. Each product is shipped in its original packaging and carefully packed in a dedicated shipping box.
Each shipment includes an order summary document that also shows the price. Therefore, if you wish to purchase a gift, we recommend having it delivered to your own address and then handing it over in person.

Is it possible to purchase a gift voucher?
sergiorossi.com does not issue gift vouchers.

How does a pre-order work?
A pre-order is a reservation for a product that is not yet available but will be released soon on the Website. For each pre-order product, the estimated shipping date is indicated on the relevant product page.
A mixed order including both available items and pre-order items will result in a single shipment, which will be sent once the pre-order product is available for shipping.
A pre-order may be cancelled by contacting Customer Service up until the shipping confirmation email has been received.
Pre-order purchases may only be made using a credit card; therefore, to complete a pre-order, it is necessary to enter valid credit card details.
The price of the pre-ordered products and the related shipping costs shown at the time of reservation will be charged to the credit card upon completion of the order.

How can I pay for my order?
sergiorossi.com offers several different and fully secure payment methods. Payment details are collected through Secure Socket Layer (SSL) encryption technology, and the server on which transactions take place is VeriSign certified.
You may choose to pay for your order by credit card, via PayPal, or using Klarna.

Which credit cards are accepted?
You may choose to pay for your order using a credit or debit card.
All transactions are monitored and processed by GlobalCollect.
The accepted credit cards are: VISA, MASTERCARD, and AMERICAN EXPRESS.
All prepaid cards operating within the VISA ELECTRON network are also accepted, as well as payments made via POSTEPAY.

How does payment via PayPal work?
PayPal is a secure online payment method that allows you to complete your purchase by logging directly into your PayPal account.
The details relating to your PayPal account and, where applicable, your credit card are handled directly by PayPal, which will simply notify us by email once the payment has been successfully completed.

When will my credit card or PayPal account be charged?
The charge is made on the day your order is shipped. You will receive a shipping confirmation email with the shipment number and confirmation of the charge.
The transaction will appear under the name “B2x Srl,” the company that manages our website.

Is it possible to save my credit card details for future purchases?
At present, it is not possible to store credit card details within your account. However, we recommend creating an account and placing orders through your personal profile. This will allow you to quickly access your saved billing and shipping addresses, complete your purchases more efficiently, and track your order and its shipment.

What shipping options are available and how much does shipping cost?
All orders placed on sergiorossi.com are shipped via UPS. You can consult the table showing shipping costs and delivery times here.
The shipping cost is calculated and displayed directly in the shopping bag, so no payment will be required upon delivery.

How can I track my shipment?
As soon as your order is handed over to the courier, you will receive a shipping confirmation email containing the tracking number. Using this number, you can track the status of your shipment directly on the courier’s website and check the estimated delivery date.
If you are a registered user, you can also track your order from the preparation stage directly in your account by simply logging in.

What happens if I am not available at the time of delivery?
A signature is required upon delivery. If no one is available at the indicated address, the courier will leave a notice with contact details to arrange a new delivery date.

I have not yet received my order. What can I do?
If your order has not been delivered within the expected timeframe, we recommend that you:
- check the status of your order: if you are a registered user, by accessing your Account, or on the UPS website using the tracking number provided in the shipping confirmation email;
- verify that the shipping address entered is correct;
- if you have found a missed delivery notice left by UPS, you may contact them directly by phone to arrange another delivery attempt.
If you have any further questions, please contact us.

Which countries do you ship to?
We ship to 82 different countries.
You can select the destination country and available language using the link at the bottom of each page on the website.
If you need any assistance, please contact us.

Can I return a product if I am not satisfied?
Yes. If you are not satisfied with your order, you may exercise your right of withdrawal within 14 working days from the date of delivery (working days are calculated based on the proof of delivery).
Products must be returned intact (unused and undamaged), in their original box, with the identification tag placed inside the box.
We therefore recommend trying on footwear on a soft surface in order to avoid damaging the sole or any other part of the product.

How can I request a return?
If you are not satisfied with your order, you can return it within 14 days from the delivery date by following the procedure below:
1) Please contact us via the contact form, attaching the return form, indicating:

- the name and quantity of the products to be returned;
- the order code;
- the reason for the return.

2) Products must be returned intact in their original box and must not have been used, worn, washed, damaged, or altered in any way that affects their essential or qualitative characteristics.
We therefore recommend trying on footwear on a soft surface to avoid damaging the sole or other parts of the product.
3) Once we receive your request, you will only need to wait for our email with instructions on how to proceed.

How can I ship my return?
Return shipping is free of charge for the following countries: Austria, Belgium, Bulgaria, Czech Republic, Germany, Denmark, Estonia, Spain, Finland, France, Greece, Croatia, Hungary, Ireland, Italy, Japan, Lithuania, Luxembourg, Latvia, Netherlands, Poland, Portugal, Romania, Sweden, Slovenia, Slovakia, United Kingdom.
Products must be returned in a single shipment, intact and in their original packaging. Returns for products belonging to the same order that are sent in separate shipments or from a country different from the delivery country will not be accepted.
To prepare your return shipment:

- print the return shipping label provided by Customer Care;
- place the items inside their original box;
- attach the shipping label to the outside of the package, covering the previous label;
- wait for the courier pickup: our Customer Care will book the pickup on your behalf and notify you of the UPS collection date.

Once we receive your return and complete the necessary integrity and conformity checks, you will receive an email confirming acceptance of the return, and the refund for the returned products will be issued.

Can I ship my return using a courier of my choice?
If you decide to return your order using a courier other than the recommended one (UPS), or if your country does not provide for free returns, the shipping cost and responsibility will be entirely at your expense.
Please contact our Customer Care via the contact form to obtain full details on the correct return procedure.

What are the refund timelines?
The refund will be issued within 14 days at the latest from the date the return is received and accepted. The refund timing may vary depending on the payment method used.
The refund will appear under the name “B2x Srl”, the company that manages our website.
In the case of a credit card refund, the value date of the refund will be the same as the original charge, so no bank interest loss will occur.

Can I exchange a product for another one?
At present, it is not possible to exchange a product for another item or for the same product in a different size or color.
If you are not satisfied with your order, you may simply return it and receive a refund. If you need assistance, please contact our Customer Care.

Can I return a product purchased in-store, or vice versa?
We can only accept returns for products purchased through the online store. If you purchased a product in a physical store, we recommend contacting the store directly. You can find the contact details here.

Sergio Rossi guarantees repair service for all products that are part of the current and the last two collections.
Specifically, Spring Summer collections styles are covered until September 30th of the following year;
Fall Winter collections styles are covered until March 31st of the following year.
Seasonless or carryover products are always repairable if spare parts are available in our warehouses.

 

Sergio Rossi won’t take care of reparation if:

 

• The product has been altered in its design
• The product is found as non-authentic
• The product has been modified with non-original components
• Spare parts or raw materials for reparation are not available anymore

There have been incidents in which people have received direct messages from private social media accounts using our company's name.

However, Sergio Rossi does not have any private accounts, nor any other accounts other than the official social media account on Instagram (＠sergiorossi); Sergio Rossi has not any official LINE account or TikTok account (LINE is only used for LINE WORKS).