Is a cash refund allowed in-store?
No, cash refunds are not allowed, except in the specific cases outlined in dedicated section. Refunds apply only to online orders and are handled by the internal Customer Care team. Please refer to the online policy: https://manebi.com/it/pages/faq#returns-and-refunds


Do I need to leave work urgently, is it allowed?
The store must always be staffed. In case of urgency or necessity, you must promptly communicate with the central team. If you need to close the store, a proper sign (provided by the central team) indicating a temporary change of hours must be placed in the window.


Shopify is suddenly malfunctioning—what to do?
Consult the Shopify instruction manual. There are many possible issues, but there’s always a solution. Don’t panic—follow the instructions. If possible, ask a colleague for help and manage the customer patiently. Apologize for the inconvenience, but remain calm. Appearing stressed will not help. There’s always a solution, and the sale can always be completed one way or another, ensuring the customer leaves satisfied. Any accounting adjustments can be made later following the provided procedures, possibly with help from the central team.


A customer is asking for a discount—what should I do?
Stay firm and focused. Discounts are short-term investments and must be approached accordingly. Always check if the customer is registered and eligible for a specific promotion. Otherwise, as mentioned, discounts are not allowed. For more complex cases, contact the central team.


Can an online discount code be used in-store?
Yes, any discount code generated online can also be used in-store. If valid, it will apply automatically (with potential exclusions). However, vouchers (i.e., store credits) issued online—identifiable by the "VC" prefix—can never be used in-store and are strictly prohibited.


After a sale, I can't restock the visual display—what should I do?
No problem—ask Gabriele for a replacement using something available in stock that could work.


Are mixed payment methods allowed
Yes, mixed payments are allowed.


Do we accept all card circuits for electronic payments?
Yes, using the SumUp device, all card types and banking circuits are accepted, including business credit and debit cards.


Can we set aside merchandise for a customer with a deposit?
No, this is not allowed. If a customer politely asks for something to be set aside, kindly inform them it’s not possible and that if another customer requests the same item, it will be put back on sale.


Can customers pay in a currency other than Euro?
Cash payments in currencies other than Euro are not accepted. Some POS systems allow you to choose the currency for electronic payments: unless specifically requested by the customer, always select Euro.


Are checks accepted?
No, checks are not accepted.


A customer forgot their receipt in the store—what should I do?
Keep the receipt in case the customer returns shortly. If they provided an email when registering, you may send an electronic copy of the receipt, regardless of their privacy data consent.


Can we offer tailoring services?
Yes, if a local tailor is available, tailoring services can be offered at a flat rate of €15.


There’s a problem with the ATM deposit—what to do?
Contact the bank staff immediately, documenting all messages from the ATM. Also, promptly inform the central team.


We’ve run out of tape / tissue paper / shopping bags—are they automatically restocked?
No, these non-sale items are not tracked in Shopify. It’s your responsibility to monitor quantities and notify us in advance if supplies are running low. Please don’t forget.


A product isn’t listed in Shopify—what to do?
No problem—you can proceed with a custom sale by entering the code and price. Don’t know the price? Ideally, every item should be priced in-store. If you reach checkout without knowing the price, use the price of a similar item. If in doubt, contact the central team.


A customer claims a product is defective, but I can’t tell if it’s a genuine defect or from usage—what should I do?
Identifying true defects often requires a trained eye. Some irregularities, especially in footwear, may be due to the product’s artisanal nature. Don’t hesitate to contact the central team—take photos of the product and send them over. We’ll take responsibility for the decision.


I forgot to wear the uniform—what should I do?
Contact the central team immediately to find a solution together.


I received 4 packages, but the delivery note lists 5—what should I do?
This is a partial delivery, which can happen. Wait for the next delivery and see if the missing package arrives. You may also contact the courier responsible (having their phone numbers is helpful). When the missing package arrives, complete the delivery note check. If it doesn’t arrive, contact the central team to report the incident.


Where can I find information on online shipping timelines?
Everything is available at: https://manebi.com/it/pages/faq#shipping-and-delivery


Does Manebì ship worldwide?
Yes, Manebì ships worldwide. A customer in-store can request shipping to any country (customs duties and fees may apply).


Where can I find the addresses and contacts of other Manebì stores?
You can find everything here: https://manebi.com/it/pages/stores


Where can I find a list of Manebì resellers?
You can find it here: https://manebi.com/it/pages/stores