FAQ
Orders
How can I place an order?
Once you have browsed and decided on a colour and size for an item you want to purchase, place the desired item(s) in the shopping cart. To do this just click on "Add to cart".
In your cart you will find an overview of all the items you have added. Check your choice of colour, size, and quantity. Important note: Only after completing your order are the items effectively reserved for you.
If you're happy with your selection, then click on "Checkout" to proceed to payment, and complete your order.
How do I cancel my order?
Did you order the wrong item? Or just chose it in a hurry? Not a problem. As long as the order has not yet been packed, you can still cancel it.
Can I modify my order after it has been placed?
Unfortunately, we can’t make changes to your order after it's been finalised.
Once an order is placed, the delivery option, delivery address, payment method, and product sizes can't be changed.
But you can cancel an order for a limited time after it's been placed; before it’s picked in the warehouse.
I have received an item I didn't order
We’re sorry if we sent you something you didn't order.
Please return the wrong item to us and make a note on the return slip stating that you did not order it.
The wrong item was delivered instead of an item you ordered? Please re-order the item you would like to receive. If you have already paid for it, you will be refunded as soon as we’ve received and processed your return.
We apologise for the inconvenience caused.
Shipping
How long does shipping take?
Depending on your location shipping times can vary. To the US and inside of Europe it takes approximately 7-14 days. Check your tracking number to see the details of your order and expected delivery.
Where is my order?
After your order has been processed and shipped, you will receive a notification via e-mail with a tracking number. So you can locate and track your order until arrival.
Where do I find a tracking number for my order?
As soon as your product is shipped, you will receive an e-amil notification containing a tracking number. This might take a few days as the tracking numbers sometimes just get activated after the second postal check.
My parcel arrived damaged
We’re sorry to hear, and hope that the items you ordered arrived intact and complete.
If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return. Please make sure to use the return documents we provided in the parcel - with our return label, the return is always free of charge for you.
Please note that we cannot provide substitutes for damaged parcels.
Why is my order split into several parcels?
Our shoes are made by different manufacturers. So different items end up in different warehouses. Although we give our best to send it combined, some orders get shipped separately.
What happens if I'm not at home during a delivery attempt?
If the courier attempts delivery when you're not home, your parcel might be delivered to a neighbour or to a pick-up point. It is also possible that your parcel is handed over to a different carrier for a second delivery attempt. You will be able to see all updates via your parcel tracking.
Payment
Why is my preferred payment method not available?
We’re sorry if your favourite payment method isn’t available for your order.
With some payment methods, especially with invoice payments, we take the financial risk to provide you with a try before you buy service. This is why we risk check each transaction to ensure security for you and for us.
Some situations can influence the payment methods availability. For instance, if delivery address and billing address do not match because of typos, changes of address, family name or if you chose a Pick up Point for your delivery. Another reason might be if you still have some open invoices with us. Even If you’ve already transferred the money or made a return, it is possible that we haven’t processed it yet.
However, please understand that we also consider that some payment methods may involve higher costs or risks. Like other platforms and shops, we use independent credit bureaus in order to have secure transactions and we reserve the right to decline a payment method for some orders (you can find more details in our Terms & Conditions).
Our Customer Care team has no way of changing the payment methods offered to you at checkout and we are unable to find out exactly why a payment method is not being offered.
If your favourite payment method is unavailable, we’re sorry in advance. You will still be able to use all of our other services and can select one of the other options, which are all free.
Paying with credit card
We accept MasterCard, Visa, American Express, and Maestro credit cards. Your credit card will not be charged until your order is dispatched.
Refund after making a return
If you send back one or more items, the corresponding value of goods will be refunded to the credit card from which you made the payment.
Please note: If your credit card is expired, a refund to your bank account will not be possible. Please reach out to your credit card company in this case.
Refund after a cancellation
After a cancellation, we will immediately refund you in case an amount has been charged.
Security when paying by credit card
Your credit card information is SSL-encrypted. These high security standards allow you to buy at Vespucci securely using your credit card.
Verified by VISA, MasterCard SecureCode, American Express SafeKey enable particularly secure handling of credit card transactions over the Internet using special encryption methods.
You don’t need any special software on your computer for this. You will be automatically taken through to the payment process on your bank's website. Please follow the steps indicated to complete your order.
Payment by PayPal
dy a PayPal customer, you can log in to your account there with your user details and make the payment.
If you're new at PayPal, you can log in as a guest or open a PayPal account and then complete the payment.
Payment will usually be registered within a few minutes and your order will be instantly processed.
Please note that you will be agreeing to PayPal's terms of use and their processes.
Refund after making a return
If you return one or more items, the value of the returned items will be credited back to your PayPal account.
You can define in your PayPal account whether the amount should be forwarded to your bank account.
If your PayPal account is closed, we reserve the right to refund you on your bank details. It is not possible to choose a different PayPal account for the refund.
Refund after a cancellation
The value of the cancelled items will be refunded to your PayPal account.
Return & Refunds
About our 14-day return policy
If you're not satisfied with your purchase, you can return unused items to us within 14 days.
Please make sure not to remove any labels or stain any items.
How do I return my order?
Does returning my order cost anything?
No, returning your item within the 14-days period after receiving returning is completely free of charge.
When will I receive my refund?
As soon as your returned items have been received by us, the amount for those items will be automatically refunded.
The time it takes for a refund to be issued depends on the payment method, but will be processed within 14 days after our logistics provider received your return.
What if my items are damaged or defective?
We are sorry if your item arrived damaged or defective! Let us know by contacting us as soon as possible.
Please fill out the form with all the requested information so we can solve this as soon as possible. We will get back to you with the next steps via email.
Do you have an exchange policy?
Unfortunately, we don't offer exchanges, only refunds.
With our free return policy you have 14 days from the date of delivery to return the item.
You just need to return your original order for a full refund and place a new order.