RETURNS & REFUNDS

1. GENERAL INFORMATION

Our goal is to provide you with the best possible shopping experience through our websites:

www.desienashoes.shop
If for any reason you are not satisfied with your purchase, you may request a return within 7 days from the date your parcel was delivered.

Please note:

• Return shipping costs are the responsibility of the customer.
• Customers may choose their preferred courier service for the return shipment.
• We recommend using DHL, UPS, or BRT (Bartolini for Italy).
• DE SIENA does not provide return labels or return proforma invoices for standard returns.
• Returned parcels remain the customer’s responsibility until safely delivered to our warehouse.
• We strongly recommend using a tracked and insured shipping service.

Returns shipped from a country different from the original delivery country will not be accepted.

The return parcel must arrive at our warehouse within 15 days from the original delivery date.

2. RETURN POLICY

Returned items must be unused and in their original condition.

All tags, DE SIENA shoe bags, and the original DE SIENA shoe box must be returned in perfect condition, without scratches, stains, marks, or damage.

Please ensure that shoes are tried on only on clean and carpeted surfaces.

Returns showing signs of wear, scratched soles, damage, or use will not be accepted.

3. HOW TO REQUEST A RETURN

To request a return, please email:

customerservice@desienashoes.com

and include:

• your order number
• the item(s) you wish to return
• the reason for the return

Once your request is approved, you may ship the parcel back using a courier service of your choice.

Please note:

• Return shipping costs are at the customer’s expense.
• DE SIENA does not provide prepaid return labels for standard returns.
• Original shipping costs, customs duties, taxes, and import fees are non-refundable.

4. DEFECTIVE OR INCORRECT ITEMS

In the case of:

• defective products
• damaged items
• incorrect items shipped by DE SIENA

please contact us immediately at:

customerservice@desienashoes.com

In these cases, DE SIENA will provide return instructions and cover the return shipping costs.

5. REFUND PROCESS

All returned items will be inspected within 2 working days from delivery to our warehouse.

If the return is accepted:

• the refund will be processed through the original payment method (Stripe, PayPal, Credit Card, etc.)
• refunds apply only to the value of the returned item(s)
• original shipping costs, customs duties, taxes, and return shipping costs are not refundable

Refund timing depends on your payment provider and bank policies.

If the returned item does not meet the conditions above, the return may be refused and sent back to the customer at the customer’s expense.

6. RETURN ADDRESS

Please send approved returns to:

MAZZOLENI & FACORI S.D.L S.r.l.
Via Venier I 14
30020 Marcon (VE)
Italy

7. EXCHANGES

Currently we do not offer direct exchanges for different sizes or models.

If you wish to order another size or style, please place a new order separately.