FAQ

All our shoes are shipped with DHL EXPRESS SERVICE and for Italy only with BARTOLINI EXPRESS. Delivery to Italy is FREE OF CHARGE and will take 3 days. Delivery to Europe will be charged 30€ and will take 3-5 days Delivery to Switzerland will be charged 30€ and will take 3-5 days. Delivery to GB/UK will be charged 40€ and will take 3-5 days. Delivery to USA/RUSSIA and other countries will be charged 80€ and will take around 5-7 days. Delivery days are considered working days. Please note that these delivery times are provided only as a guideline and do not take into consideration possible delays caused by payment authorization or any delays caused by destination customs clearance processes. Our goal, in accordance with our Logistical Partner, is to prepare your order within 24 hrs. from the time your order is received. Please note that delivery times commence from the date of dispatch.A signature will be required upon delivery of the DHL parcel. If there is no one available at time of delivery to sign for the parcel, a receipt will be left for you to re-schedule the delivery. With a signature you confirm receipt of delivery and fulfillment of the purchase agreement.From this point on the responsibility for your purchased goods passes to you.

The countries listed below are subject to a € 65 shipping cost: Algeria, Andorra, Saudi Arabia, Armenia, Azerbaijan, Cambodia, Cameron,Canada, Jordan, Cape Verde Islands, Israel, Kazakhstan, Kenya, Kyrgyzstan, Marshall islands, Lebanon, Laos, Madagascar, Maldives, Malawi, Morocco, Mauritius, Mongolia, Nicaragua, New Caledonia, Oman, Panama, Paraguay, Peru’, Polynesia, Qatar, Russia, Serbia Montenegro, Senegal, Syria, Seychelles, USA, Ukraine, Tunisia, Suriname, Tajikistan, Turkmenistan, Uruguay, Uzbekistan, Venezuela, Vietnam

Taxes, duties and other fees, independent of the shipment costs may be applied to your order as determined by the respective customs office with the exception of EU. You will be invoiced by our logistical partner, UPS and/or DHL. By submitting your order and by paying and/or submitting the necessary information, you undertake to guarantee the import of the respective articles. Please be aware that import regulations vary from country to country. Please remember that these fees are not the same as the shipping fee. For any questions concerning the amount of taxes and fees that you may have to pay, please contact us at customerservice@desienashoes.com We remind you that taxes and duties as well as other handling costs that DHL may charge to customers by order of the customs office are not refundable to customers wishing to return items

You can track the delivery of your parcel by using the tracking number provided by UPS and/or DHL With this tracking number you will be able to enter the www.ups.com website and/or www.dhl.com and monitor the status of your parcel. UPS and DHL deliver from Monday to Friday during office hours. Pre-booking delivery times is not possible. If there is no one available at the time of delivery to sign for the parcel, the courier will receipt so you can re-schedule delivery. Undelivered parcels will be returned to our warehouse without a refund to the customer.

In collaboration with our payment providers: PAYPAL and STRIPE INC. STRIPE.COM We do accept all major debit and credit cards from customers in every country; We do also enable our customers to check out faster with wallet payment methods that digitally store credit and debit cards. Wallets eliminate the need for customers to manually enter their card and billing information, offering a quick and convenient way to pay.

DE SIENA uses for all the payment transactions exclusively PAYPAL system and STRIPE.COM the most safe and secure systems for online payments. STRIPE.COM and PAYPAL allow you to pay with all the major credit cards totally safe. DESIENASHOES.SHOP will not store or collect your payment card details. That information is provided directly to our third-party payment processors whose use of your personal information is governed by their Privacy Policy. These payment processors adhere to the highest standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of payment information. To know more about the safeguard of all your payments please link below to the legal agreement page for their services: https://stripe.com/en-ch/contact https://www.paypal.com/us/webapps/mpp/pay-online

WE WILL ORGANIZE EVERYTHING FOR YOU, THE RETURN PROCESS WILL BE VERY FAST AND VERY EASY. To return an item, please first email to customerservice@desienashoes.com with the reason for your return. We will then provide you with a Proforma Invoice and a Return Authorisation to enclose to the parcel. RETURNS ARE AT YOUR OWN EXPENSE and have to be processed within 7 days after receipt of the goods.

If you have fulfilled all the requirements above and followed our return policy on www.desienashoes.shop, we will refund you the full price of your purchase not including the local taxes and duties you may need to pay to the courier at delivery if the delivery it is out of European Community EU.