Customer care

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.

 

All of our products have European sizes indicated on the box, as well as in the product detail page. This table will help you find the corresponding size for your country.

Size chart woman

Europe France US UK Japan China
34 35 4 1 21 21
34.5 35.5 4½ 1½ 21.5 21.5
35 36 5 2 22 22
35.5 36.5 5½ 2½ 22.5 22.5
36 37 6 3 23 23
36.5 37.5 6½ 3½ 23.5 23.5
37 38 7 4 24 24
37.5 38.5 7½ 4½ 24.5 24.5
38 39 8 5 25 25
38.5 39.5 8½ 5½ 25.5 25.5
39 40 9 6 26 26
39.5 40.5 9½ 6½ 26.5 26.5
40 41 10 7 27 27
40.5 41.5 10½ 7½ 27.5 27.5
41 42 11 8 28 28
41.5 42.5 11½ 8½ 28.5 28.5
42 43 12 9 29 29
42.5 43.5 12½ 9½ 29.5 29.5

Uncertain about size?

Check your measurements:

Size Feet (cm) Feet (inch)
34 21,8 8,58
34.5 22,2 8,74
35 22,5 8,85
35.5 22,8 8,97
36 23,1 9,09
36.5 23,4 9,21
37 23,8 9,37
37.5 24,1 9,48
38 24,5 9,64
38.5 24,8 9,76
39 25,1 9,88
39.5 25,4 10
40 25,8 10,15
40.5 26,1 10,27
41 26,5 10,43
41.5 26,8 10,55
42 27,1 10,66
42.5 27,4 10,78

Size chart man

Europe France USA UK Japan China
38 39 5 4 23 23
38.5 39.5 5.5 4.5 23.5 23.5
39 40 6 5 24 24
39.5 40.5 6.5 5.5 24.5 24.5
40 41 7 6 25 25
40.5 41.5 7.5 6.5 25.5 25.5
41 42 8 7 26 26
41.5 42.5 8.5 7.5 26.5 26.5
42 43 9 8 27 27
42.5 43.5 9.5 8.5 27.5 27.5
43 44 10 9 28 28
43.5 44.5 10.5 9.5 28.5 28.5
44 45 11 10 29 29
44.5 45.5 11.5 10.5 29.5 29.5
45 46 12 11 30 30

Uncertain about size?

Check your measurements:

Europe Piede (cm) Piede (inch)
38 25.8 9.4
38.5 26.1 9.5
39 26.47 9.6
39.5 26.8 9.8
40 27.13 9.9
40.5 27.4 10
41 27.8 10.1
41.5 28.1 10.3
42 28.46 10.5
42.5 28.8 10.6
43 29.13 10.7
43.5 29.5 10.8
44 29.9 10.9
44.5 30.3 11
45 30.56 11.5

 

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;

If you should forget or lose your password, just follow this link to obtain a new one.

 

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 do I purchase a product?

 

To purchase a product, choose the item you want from the catalogue, select its color and size, and add it to your shopping bag. You can continue to navigate the website for other products to purchase or go directly to the checkout. We would like to remind you that you can purchase up to 10 items at a time. To purchase more than one of the same product, just change the quantity of the chosen product in your shopping bag. You will be informed if the number selected is not available. If you add a product by mistake, you can delete it with the specific link next to the product on the first page of the shopping bag.

 

How do I send my order?

 

To send your order, you must follow the different stages of the purchase process carefully. Once you have selected the products in the size and color you want and added them to the shopping bag, you can choose to proceed as a registered customer or as a guest. It is not obligatory to register to place an order, but an account does offer many benefits. Then choose the payment method you prefer and proceed. For information on the payment methods accepted by sergiorossi.com please read the Payment and Security section. Once the purchase is completed, you will receive a confirmation e-mail with a summary of your order.

 

Can I alter or cancel an order that I have already made?

 

You can change an order you have already placed while its status is still “pending”. Once the order is being processed you can no longer change it, but you can request its cancellation.  Once the order has been sent out, it is no longer possible to cancel it.

 

How long does it take for the order to be sent out?

 

Orders will be sent out within 48 hours of the day they are placed. We would like to remind you that sergiorossi.com does not deliver at weekends or on official holidays.

 

Can I order the products as a gift?

 

At the moment it is not possible to place a gift order or include a personal message. Each product is sent in its original box and is carefully packed in a box for transport. Each package will include a document containing a summary of the order, including the price, therefore if you want to give it as a present we recommend that you have it sent to you so that you can deliver it personally.

 

Is it possible to buy a gift voucher?

 

sergiorrossi.com does not issue gift vouchers and therefore it is not possible to purchase one.

 

How do I pre-order an item?

 

A pre-order is the reservation of a product that is not yet available but is set to be released on the site shortly. For each pre-order product, the estimated shipping date will be indicated in the related product description.

Mixed orders that include available products and pre-order items shall be made up of multiple shipments at various times, for the cost of a single shipment.

Orders containing multiple pre-order products, if these items are not all available at the same time, shall be made up of multiple shipments at various times, for the cost of a single shipment.

A product available for pre-order can be seen on its relevant page, displaying the “pre-order” button. When you click on “pre-order,” the product is added to your cart. Once the reservation process is complete, the pre-order will be confirmed via e-mail.

You can cancel the pre-order, prior to receiving the shipping confirmation e-mail, by contacting our Customer Care.

Pre-order purchases can only be made with a credit card. Therefore, you will have to enter your credit card information in order to complete the pre-order.

The price of the purchased products and the related shipping costs indicated at the time of the pre-order will be charged to the credit card after the purchase completion.

 

How can I pay for my order?

 

sergiorossi.com accepts many different methods of payment, all of which are totally safe. The payment details are collected via a codification system (SSL) and the server on which transactions take place is certified by VeriSign. You can pay for your order by credit card and through PayPal.

 

Which credit cards are accepted?

 

You can pay for your order by credit card or debit card.

All transactions are controlled and managed by GlobalCollect.

We accept the following credit cards: VISA, MASTERCARD and AMERICAN EXPRESS.

We also accept all prepaid cards operating within the VISA ELECTRON circuit.

 

How does payment through PayPal work?

 

PayPal is a completely safe online method of payment that permits you to pay for orders by directly accessing your PayPal account. The data concerning your account and any information on your credit card are managed directly by PayPal, which simply provides us with a communication, via e-mail, after the payment is made.

 

When is my card or PayPal account charged?

 

The charge will be made on the day your order is sent out. You will receive a delivery confirmation e-mail with the delivery number and confirmation of the charge. The transaction will be under “Diana Corp”, the company that manages our website.

 

Can I pay by wire transfer?

 

We do not accept payments by bank draft: you may pay by credit card or through PayPal.

 

Is it possible to save my credit card details for future purchases?

 

At the moment it is not possible to save credit card details in your account. We do however recommend that you create an account and make orders from your profile, because in this way you can access the invoicing and delivery addresses that you have saved in your address list and complete your purchase faster, as well as follow your orders and deliveries.

 

What types of shipping can I choose and how much does shipping cost?

 

Every order placed on sergiorossi.com will be shipped with DHL. The shipping options and cost available depend on the country you are shipping your order to, we invite you to check the details here.

 

The in-store delivery is always free of charge. Home deliveries are carried out by DHL Express Courier. The cost of shipping is shown and calculated directing in the shopping bag, so you will not have to pay anything for shipping upon delivery.

 

The shipping fee does not change when you buy more than 1 article and taxes and duties are included and on us. The fee is indicated and calculated directly in the shopping bag, so you will not have to pay anything at the moment of delivery.

 

For orders from Argentina - Tunisia - Ukraina: Duties and taxes may be applied by your local authorities, we are not able to calculate them in the shopping bag and will have to be paid separately at delivery. For questions about the amount of taxes and duties, we invite you to contact your local authorities.

 

How can I see what stage my delivery is at?

 

As soon as your order is entrusted to the courier you will receive a shipping confirmation e-mail, containing a tracking number with which you can follow, directly from the website of DHL, the courier, its status and expected time of delivery.

If you are registered, you can access your account and follow your order in real time, right from the preparation stage.

 

What happens if I am out when my order is delivered?

 

You will have to sign for your order on delivery: if no one is there to take delivery at the specified address, the courier will leave a note with the number to contact to rearrange a new delivery time.

 

Can I pick up my order in store?

 

Your order can be delivered to one of Sergio Rossi stores you can select during the checkout. Please contact our customer service in order to know the list of stores offering this service.

 

For how long can I pick up my order in store?

 

The order will be avaible in store for 14 days and it will be cancelled after that time.

 

What should I do if I still haven’t received my order?

 

If your order is not delivered within the given time, we suggest that you:

  • check the status of the order: as a registered user, by accessing your Account, or on the DHL website, using the delivery number that can be found in the shipping confirmation e-mail;
  • check that the specified delivery address is correct;
  • if you find a missed delivery notice from DHL, you can contact them by telephone to organise another delivery time.

If you have any further questions, please don’t hesitate to contact us.

 

Which countries do you deliver to?

 

We deliver in 82 countries and for each country there is a specific version of the shop.

You must access the online shop of the country you want your order sending to. To deliver an order outside Italy, you must choose the destination Country via the link at the bottom of every page on this website.

If you need further assistance, please don’t hesitate to contact us.

 

Can I return a product if I'm not satisfied?

 

Of course. If you're not happy with your order, you may return it within 14 working days of delivery (working days are calculated based on proof of delivery). The request must be made using the designated return form on the website. You will then receive a confirmation e-mail authorizing the return.

 

The products must be returned intact (without damage or wear and tear), in the original packaging, and with the designated return form inserted inside the box. When trying on the shoes, please do so on a soft surface so as to avoid damaging the sole or other parts of the product.

 

How can I return an item?

 

All you need to do is fill out the return form on the website. If you completed your order as a registered customer, you can access the return form directly from the orders page in your account.

Your request will be sent to Customer Care, which will proceed with authorization. Once you've received a confirmation e-mail with a designated return number, you can send back the product that you wish to return.

 

How can I ship back my return?

 

Return shipping is free 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.

The products must be shipped back in a single shipment, intact, and in the original packaging. Returns will not be accepted if products belonging to the same order are sent back at different times or if they are sent from a country different from the one to which the order was shipped.

 

To prepare the shipment:

  • Fill out the shipping return slip which you’ll find in the package (if you no longer have the DHL return slip, click here).1
  • Place items back in their original packaging.
  • Attach the shipping return slip on the outside of the package, covering the previous label.
  • Schedule a DHL pick-up or bring your shipment to the nearest drop-off point. You can find all the information at www.dhl.com.1

 

As soon as we've received your return and have verified the contents, you will receive a return confirmation e-mail and reimbursement of the price of the products returned.

 

1Only for the countries where return shipping is free.

 

Can I send my return using a shipping provider of my choice?

 

If you choose to return your order using a provider different from the designated one (DHL) or if your country does not provide free returns, you will be responsible for all shipping costs.

Returns must be shipped to the following address:

 

Snatt Logistica S.P.A.

Via Giuseppe Di Vittorio, 21, 

20049 Caleppio di Settala (MI) ITALIA

 

How long do reimbursements take?

 

Reimbursements will be made within 30 days from the date the return was received and accepted. The waiting period for reimbursement may vary depending on the payment method you used. The credit will appear as “Diana Corp”, which is the company that manages our site.

For credit card reimbursements, the value date of the credit will be the same as the debit, so you will not face any interest charges.

 

Can I exchange a product for another one?

 

Exchanging a product for a different one or for the same product in a different size or color is currently not possible. So if you are dissatisfied with your order, you can simply return it and we’ll give you your money back. If you need help, you can contact our Customer Care.

 

Can I return a product I bought in a store, or vice versa?

 

We can accept returns on products only if they've been purchased online. If you purchased an item in a store, we recommend contacting the store itself. You’ll find contact information 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