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F.A.Q. Frequently asked questions

How can I create a customer account?

Creating an account has many benefits: check out faster, keep more than one address, track orders and special offers.

Attention: Newsletter subscription does not involve the automatic creation of a customer account.

You can create a customer account by clicking on the links


New Customer - Italian language

New Customer - English language

New Customer - Japanese language

How can I change my account password?

You can change your customer account password by clicking on the link:


Password reset

To which countries do you ship?

Italy, San Marino, Vatican City

Canada, United States

Japan

United Kingdom, Guernsey, Jersey

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Liechtenstein, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia , Slovenia, Spain, Sweden, Switzerland, Monaco

SAR of Hong Kong, India, Singapore, South Korea, Sri Lanka, Taiwan

Australia, New Zealand

Bahrain, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, United Arab Emirates

Russia, South Africa, Turkey

 

We recommend that you select your shipping country at the beginning of your shopping session

The catalog and available services may vary by location. By changing the location, the contents of the cart and your wishlist will be updated.

What payment methods are accepted ?

It is possible to choose between the following payment methods:

CREDIT CARD

Once the type of card has been selected, it is necessary to enter the complete number of the credit or prepaid card without spaces, the expiration date, the security code (CVV / CVC) on the back of the card and the name and surname of the cardholder. 

The accepted credit or debit cards are Visa, Visa Electron, CartaSi, PostePay, Mastercard and American Express. The amount of the order will be blocked on the card and charged only to the invoice of the order. In case of cancellation of the order, the blocked amount will be automatically released. Unblocking times may vary depending on the credit institution issuing the card used.

Credit card payments are processed by stripe.

 

PAYPAL

You need to log into your PayPal account to proceed with the payment and validate the shipping address. Based on the customer's choice, the amount will be charged to the credit card linked to the PayPal account or directly to the account balance.

What is the European Payment Service Directive PSD2?

From 28 December 2020 online payments are even more protected thanks to the new European PSD2 regulation which introduces new authentication rules.

From now on, when you place an order using a card payment, your bank may ask you to confirm your identity using 3D Secure authentication.

There are many ways to authenticate online payments and you may be asked to confirm your identity via SMS, email or TouchID.

We recommend that you contact your bank to make sure they have your correct contact details in case you are asked to use SMS or email for 3D Secure authentication.

If you have any questions, please contact our Customer Care.

Will I have to pay custom charges?

The prices displayed on the websites of non-European Union countries are already inclusive of import duties and customs charges, the customer does not have to incur additional expenses (DUTY DELIVERY PAID). The price you see is the price you pay.

When will my order be shipped?

The order will be shipped within two working days. Any changes in delivery times due to availability or external events will be notified by email after the order is placed.

What are the shipping costs?

Shipping costs and any ancillary charges (eg customs clearance), if any, although not included in the purchase price, are indicated and calculated in the purchase procedure, at checkout, before placing the order.

With which courier are shipments made?

We ship with FEDERAL EXPRESS for our worldwide shipments.

Is it possible to cancel an order?

Cancellation can only be requested for orders not yet processed.

Please contact or write to Customer Care within 24 hours.

Telephone: 055 8966250 from Monday to Friday from 9 to 13 from 14 to 18) - service offered in Italian, English, German, French.

Email: customercare@falierosarti.com

What should I do if the product I am looking for is out of stock?

For most products, you can register to receive an email notification of availability.

Otherwise, if you are looking for a specific item, contact us immediately:

 

Telephone: 055 8966250 from Monday to Friday from 9 am to 6 pm - service offered in Italian, English, German, French.

Email: customercare@falierosarti.com

Is it possible to add an item to a completed order?

Sorry, it is not possible to add an item to a completed order.

Please contact or write to Customer Care within 24 hours.

 

Telephone: 055 8966250 from Monday to Friday( from 9 am to 1 pm  from 2 pm  to 6 pm) - service offered in Italian, English, German, French.

Email: customercare@falierosarti.com

How do I make a return?

If for any reason the customer is not satisfied with their purchase, the items can be returned within 14 days from the date of receipt of the goods.  

The return shipping costs are free.

The customer may request a size/color change, store credit or refund if these return options are available for the selected shipping country. 

Faliero Sarti only reimburses the value of the returned goods. If shipping costs are included in the order, they are not refundable.


1. Go to falierosarti.com and select the shipping country of the order.

2. Go to the Request Return section. Enter the Order ID, the last name on the invoice and the email address with which you placed the order.

3. Click Return on the order summary page. Enter your return information and add the items you want to return. Click Submit to complete the procedure.

4. You will receive confirmation of receipt of the request, which will be approved by our customer service within two working days.

5. When your return request is approved you will receive instructions on how to return the goods. The goods must be returned from the same country where the order was shipped.

6. Deliver the product packed with the original labels and tags, taking care that they do not get damaged. In the absence of return packaging, use a suitable and sturdy box. *

7. Once your return has been processed, we will start the refund process. Refunds made using the original payment method may take up to 14 days.


* Returned merchandise must not show signs of use or be altered in any way. 

Faliero Sarti reserves the right not to accept the returned goods if the return does not comply with the terms and conditions set out in the return policy. 

If this is the case you will be notified by email once the goods have been received.


For further help you can contact Faliero Sarti Customer Care by:

 

Telephone: +390558966250 from Monday to Friday from 09.00 am to 06.00 pm CET (service in Italian or English)​

Email: customercare@falierosarti.com

I cut off the brand tags and the faliero sarti product tag, can i still return the item?

No. Items must be new and with all the tags fully intact as they were received.

Can I check the status of my return?

You can check the shipping status of your return using the tracking number provided in the return instructions in your user account.

As soon as the return is processed, you will receive a confirmation email.

When will I get my refund?

Once we have processed your return, we will start the refund process. Refunds made using the original payment method may take up to 14 days.

What should I do if I receive a defective item?

For any request for support on returns, please contact or write to Customer Care.

Telephone: 055 8966250 from Monday to Friday from 9 to 13 from 14 to 18) - service offered in Italian, English, German, French.

Email: customercare@falierosarti.com

Why is the promotional code not applicable to my purchase?

Any promotional code issued via newsletters or special promotions on social networks is subject to terms and conditions and may not be valid in certain countries or on certain categories of articles.

Coupon codes are subject to expiration and terms and conditions. We recommend that you check the expiration and conditions of validity of the code upon receipt and use.

How can I receive coupons and promotions?

You can receive coupons and special promotions by subscribing to the newsletter.

What should I do if I have not received the order or have not received all the items ordered?

Immediately send us an email with your order number and the email address used, our customer service will be at your disposal.


Telephone: 055 8966250 from Monday to Friday from 9 to 13 from 14 to 18) - service offered in Italian, English, German, French.

Email: customercare@falierosarti.com

Whatsapp: +39 378 302 5828

Can I change the shipping address of an order that has already been placed?

If the order has not been processed, you can request a change to the shipping address.

When are the orders processed?

Orders are processed within 2 working days from the moment of receipt of the order confirmation.

Monday to Friday from 9 am to 4 pm.

Orders received after 3pm on a business day will be processed the next business day. Orders received and confirmed on public holidays will be processed by 3pm on the first working day.

For reasons of force majeure or in periods of intense activity the shipping times could be lengthened. Customers will receive appropriate and timely communication.

How can I check the status of my shipment?

You can use the tracking number provided in the shipping confirmation email or from your customer area.

What are the shipping costs for a return?

Returns are free.

In the event of a return, the Customer will be reimbursed for the payments made, including delivery costs if any (with the exception of additional costs deriving from the possible choice of a type of delivery other than the least expensive type of standard delivery offered).

Please follow all instructions carefully, print and use the courier label provided by us. If the instructions are not followed correctly, or the documents provided are not used, customs may apply import duties. These costs will be borne by the customer and will be deducted from the refund.

Prices are all inclusive, which means they include duty and import fees.

Listings may vary according to country/region. Changing country/region updates items in your shopping bag and on your wishlist.