In this section we have grouped together a series of questions and answers useful to the customer, which concern the sale and after-sales of our products. For further questions or information, we invite you to click here or send us an e-mail to info@segretocouture.com

Orders and Shipping

- How do I know what my size is?

On each product page, you will find a size guide to help you choose the right size. If you have any questions, you can contact us for further advice.

- When is an order shipped?

If an order for items is in stock, it will be processed within 1-2 business days. However, if the item ordered is not in stock, it will need to be specially ordered, in which case the delivery time will be extended to 7-10 days.

- Can I cancel or change an order?

You can only cancel or change an order if it has not been shipped. Once it has been shipped, we cannot make changes. For assistance, please contact us as soon as possible at our email address.

- What are the shipping costs?

• SHIPPING IN ITALY:

BRT Express shipping starting from €7.99

• SHIPPING IN EUROPE:

DPD shipping starting from €13.99

• UK SHIPPING:

Crono Int. Shipping starting from €21.99

For full shipping costs, please see our shipping page.

- How do I track my order?

After processing your order, we will send you an email with the BRT or DPD tracking number, so you can follow the status of your shipment until delivery. For UK customers, tracking will be handled by Poste Italiane.

- What happens if I'm not at home when the courier arrives?

If you are not at home at the time of delivery, the courier will attempt to make a new delivery or leave a note with instructions for collecting the package at a BRT or DPD collection point.

Payments

- What are the payment methods?

The main payment methods are by Credit Card ( Visa , MasterCard , AMEX , etc.) and by Paypal . On our site we also accept payments with Apple Pay , Google Pay and Klarna .

- What do I do if my payment is not accepted?

If your payment is declined, check that you entered your card details correctly or contact your bank to make sure there are no issues. Alternatively, try a different payment method.

- When will my credit card be charged?

Your credit card will be charged when your order is confirmed. If you use Klarna, the charge will depend on the payment plan you choose.

Duties and Customs Charges

- Do I have to pay customs duties for orders to the UK?

Yes, following Brexit, orders shipped to the UK may be subject to customs duties and import charges. These additional costs are determined by local customs authorities and are the responsibility of the customer.

- Is it possible to know the amount of customs duties in advance?

No, the exact amount is determined by the UK customs authorities at the time of import and depends on the value of the order and the category of the products. For an estimate, please check your local customs website.

Returns and Refunds

- How can I return a product?

We accept returns within 14 days of purchase. To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in the original packaging.

For return instructions and further details please see the Returns and Refunds page by clicking here .

- Can I change the size of a product?

If the customer wants to change the size of a product, he/she must follow the same return procedure described above. When the return is delivered and accepted, the customer will be contacted for the new shipment. The cost of the new shipment is at the customer's expense.

- How long does it take for me to receive my refund after I return an item?

The refund of a returned product will be made within 24/48 hours of receipt and acceptance of the return by Segreto Couture. The refunded amount will be available in approximately 7/10 days for all orders with Credit Card. The timing may vary based on the banking circuit of your card. For the refund with Paypal, the amount will be returned to your account. If the customer has purchased with Klarna, the refund will be issued by Klarna directly to the linked Credit Card.

Authenticity

- Are the sneakers authentic?

Segreto Couture only works with serious and reliable sellers, the sneakers are always carefully checked to guarantee their authenticity. The verification process, in addition to certifying the originality, includes checking the integrity of the product, such as the box and the absence of any signs of use or defects.

- Do you have a certificate of authenticity?

Currently, we do not provide a separate certificate of authenticity. However, each product is carefully checked for quality and originality, and you can rely on our internal verification process.

- What happens if I receive a pair of sneakers that I believe are not authentic?

If you have any doubts about the authenticity of the sneakers you received, please contact us immediately. We are committed to investigating the issue and, if confirmed, offer you a full refund or replacement of the item.

- Are the sneakers new or can they be used?

All sneakers sold on Segreto Couture are strictly new, never worn and packaged in the original box. We do not sell used or refurbished sneakers.