FAQ - FREQUENTLY ASKED QUESTIONS
TERMS AND CONDITIONS OF PURCHASE
HOW DO I PLACE AN ORDER?
To place an order, you can visit the Collections section of our e-commerce. Click on the selected product to view all the technical details. Select your size and add the product to your shopping cart. Fill in your postal data and select a payment method to check out. After sending your order, you will receive a confirmation email with all the shipping details.
HOW CAN I FIND A PRODUCT ON YOUR WEBSITE?
You can search for a product on our e-commerce site by typing in the product search bar on the top right of our Home page. Products are grouped into Collections, Woman, Man sections. If you can’t find a product on our website, please drop us an email at customercare@re49.it and we will be happy to assist you.
CAN I BUY PRODUCTS BY TELEPHONE?
Yes, you can. Please call or text us at +39 333 2636670: our Customer Service will be happy to help you and complete your order by telephone, from Monday to Friday, from 9 AM to 7 PM. After selecting the items you wish to purchase, the delivery address and payment information will be required to complete the order. We guarantee the absolute security of your personal data during all stages of the purchase. You will immediately receive a confirmation email with a link to check the purchase details and track the shipment.
HOW DO I KNOW THAT I PLACED MY ORDER SUCCESSFULLY?
At the end of the purchase, you will receive an email with a recap of your order and confirmation that it has been correctly received.
PAYMENT METHODS
WHICH PAYMENT METHODS DO YOU ACCEPT?
On our website you can pay with:
-PayPal (with this method you will be automatically redirected to payment page on the PayPal website) Credit/Debit card (Visa, Mastercard and Maestro, American Express, GPay) Prepaid cards
WHEN IS THE ORDER AMOUNT CHARGED?
The total amount of the order will be charged after the necessary checks on the credit card details and availability of the products, and confirmation of the order for shipment. The charge will be in EURO. The total amount of the order includes shipping costs.
IF PAYMENT IS NOT ACCEPTED, SHOULD I PLACE A NEW ORDER?
In the event that you receive an email informing you that your order has been cancelled, the reasons may be related to an error in the data entered or problems relating to the payment method. If you have received our email informing you that your order has been cancelled, you can place a new order online, or contact our Customer service at customercare@re49.it.
WHAT IS “VERIFIED BY VISA” OR “MASTERCARD SECURE CODE”?
Verified By Visa/ MasterCard SecureCode provides an added layer of protection when you shop online by asking you to confirm every transaction with a password and authenticate your internet purchases. If you have not previously set up your Verified By Visa or MasterCard SecureCode account, you will need to provide information to your card issuer to confirm your identity and then create your password. When making future purchases, only your Verified by Visa or MasterCard SecureCode password will be required during checkout.
SHIPPING
HOW DO YOU HANDLE SHIPPING?
The purchased items are carefully packed with special RE49 recycled materials and are handed over to the selected courier.
HOW MUCH DOES SHIPPING COST?
Shipping is free for all the orders placed on our online shop.
WHICH COUNTRIES DOES RE49 SHIP TO?
We ship our shoes to Italy and across all Europe. For international shipping outside Europe, please contact us before placing an order.
WHAT IS THE TIMEFRAME FOR DELIVERY?
The courier will deliver your order within 2-4 working days from order confirmation. All the orders are delivered from Monday to Friday, excluding public holidays. RE49 does not accept responsibility or liability for delivery delays beyond its control.
WHAT ADDRESS SHALL I USE FOR SHIPPING?
Please provide us with an address where the courier can find someone to collect the package at the time of delivery. Include precise details of your address and your telephone number, so that we can contact you in case we can’t deliver the order.
HOW CAN I TRACK MY ORDER?
To check the delivery status of your order, enter the tracking number on the courier website. If you need to know the tracking number, please contact customercare@re49.it.
WHAT HAPPENS IF NO ONE IS PRESENT TO SIGN FOR THE ORDER?
If no one is present to deliver the order, the courier will leave a notice of passage on a label attached to the address.
RETURNS AND REFUNDS
HOW CAN REQUEST A RETURN?
In accordance with current legislation, you have 14 calendar days to return an item from the date you received it.
In order to do so, please send us an email at the following address: customercare@re49.it For online purchases, you will get a full refund as long as the products are returned by the customer not worn, unused and undamaged, as well as accompanied by the original invoice and the original RE49 packaging. Returned products must be carefully packaged so as to avoid damage to the original wrapping. RE49 reserves the right to refuse at its discretion the return of those products that do not comply with the above requirements. The reimbursement period is 14 days. Delays in operations may occur following deferred deliveries to RE49 s.r.l., Via Molini 18, 33050 Gonars (UD). For further details, please consult the Terms and Conditions page.
WHAT ARE THE RETURN CONDITIONS?
The right of return applies to the product purchased in its entirety and will be applicable under the following conditions:
the purchased product must be intact and returned in its original packaging, complete in all its parts (including packaging and any documentation, etc.); the good must be accompanied by the return form received at the time of purchase; in all cases, attaching labels or sticky tape directly to the original product packaging should be avoided. The right of return expires totally, due to the lack of the essential condition of integrity of the goods (packaging and/or contents), should RE49 s.r.l. find: external and/or internal packaging is missing; integral elements of the product (accessories, parts, etc.) are missing; the product is damaged for reasons other than transport.
CARE AND MAINTENANCE
OUR SHOES MAY HAVE SOME SMALL IMPERFECTIONS THAT MAKE THEM EVEN MORE UNIQUE. WHY?
All RE49 products are made with recovered materials, which are not originally designed to become shoes. Small imperfections are not to be considered manufacturing defects but rather a characteristic of the material we used to create our shoes. Wrinkles, colour shades and wrinkled effect are original and distinctive characteristics of RE49 Italian Sustainable Shoes and are to be considered an added value to the quality of the product. Our shoes are artisanal, handmade, not industrial and unique.
HOW TO TAKE CARE OF YOUR RE49 SHOES AND KEEP THEM LOOKING LIKE NEW
We recommend not wash your RE49 in a washing machine. To clean your shoes, rub a wet cloth on the stains and, if necessary, use Marseille soap or white vinegar. After that, let the shoes dry away from direct sunlight. To keep the inner part of the shoes clean, we recommend to extract the inner soles and let them dry out once or twice a week.