Frequently Asked Questions
IMPORTANT INFORMATION RELATED TO DUTIES AND TAXES
Manebí has partnered with Global-e, a leading international e-commerce solutions provider, to enhance your shopping experience. Effective immediately, all duties and taxes associated with your order will be absorbed by us, so there are no additional costs at delivery.
Just place your order and leave the rest to us.
HOW DO I MAKE A PURCHASE?
Purchasing from manebi.com is easy:
- Browse our products and be inspired by the spirit of travel.
- If you already know what you are looking for, use the navigation bar or search bar to find it in a flash.
- Once you've found the right product, select the size and quantity and click the "add to cart" button.
- Review the items in your shopping bag by selecting the "shopping bag icon" at the top right of the page.
- To proceed with the purchase, click "checkout", then add shipping and payment details to complete the order.
- If you already have a Manebí account, you can log in and checkout faster.
- We regret to inform you that the option to request an invoice with a VAT number is currently unavailable. Please rest assured that we are actively working on implementing this feature.
HOW DO I UPDATE MY ORDER?
If you need to change or cancel your order please reach out to our customer service.
Contact us shortly after your order has been placed and we will do our best to help you.
WHEN WILL I RECEIVE A PRE-ORDER ITEM?
If you purchased an item that is currently in pre-order, the style is reserved for you.
Please note: the estimated delivery time for the item is displayed on the product page.
Once the parcel with your order has been shipped, you'll be notified via e-mail.
If your order includes available items and styles in pre-order, the conditions below apply:
- For all orders within the EU, we will split your order into two separate shipments so you can receive the available styles right away.
- For all orders outside the EU, due to customs, you will receive your order in a single shipment once all styles are available.
WHEN DO I NEED TO SELECT A SHIPPING OPTION FOR PRE-ORDERS?
Once your pre-ordered item is ready to be shipped, we will send it according to the option you selected at checkout. We'll e-mail you to let you know your order is on its way and provide you with the tracking information for the parcel.
CAN I CANCEL AN ORDER IF I PURCHASE A PRE-ORDER ITEM?
Please contact our customer care team and they will it for you.
WILL MY FAVORITE ITEMS EVER COME BACK IN STOCK?
Select the size of the product you'd like and click the "notify me" option.
We'll inform you by e-mail as soon as the item has been restocked in your size! Please note that we cannot guarantee that the item you have chosen will be restocked.
WHAT FORMS OF PAYMENTS DOES MANEBÍ ACCEPT?
Payment methods vary depending on your location. All the most common payment methods available in your country will be offered at checkout, you can find the full list directly on the checkout page.
WHAT HAPPENS IF I GET A PAYMENT ERROR?
Check the payment details you've entered are correct and contact your bank.
If you're still having issues, please contact our customer care and include the below information into your message:
1. Operating system used.
2. Internet browser used.
3. Payment method.
4. A description of the problem and when it occurred.
5. Details about any error messages you received.
WHEN WILL I RECEIVE MY ORDER?
Orders are usually shipped from our warehouse in Italy.
For all orders placed after noon, shipping will occur the next working day.
We always do our best to process and ship your products as fast as possible, and we'll notify you by e-mail as soon as your order has left our warehouse.
If the order is placed over a weekend or on a holiday, we'll start processing your order on the following business day.
Similarly, during holidays, shipping times may be slightly extended.
Manebí is not responsible for unanticipated shipping delays.
HOW CAN I TRACK MY ORDER?
DO YOU SHIP INTERNATIONALLY? IF SO, WHICH COUNTRIES DO YOU SHIP TO?
Yes! To ship internationally, we partner with Global-e.
Global-e is a trusted global ecommerce vendor whose solution allows Manebí to provide the best possible user experience to our international customers.
Please select the country switcher dropdown at checkout to see which countries we ship to and select accordingly.
Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other custom fees.
HOW MUCH DO I HAVE TO PAY FOR SHIPPING?
Shipping costs vary depending on the shipping service selected at checkout and the delivery address.
Orders are usually shipped from our warehouse in Italy.
After your order is dispatched by our team, the estimated delivery times will be:
Italy:
- Express shipping (1-2 working days): € 6.50
- Pick Up at Inpost Lockers and Collection Points (2-4 working days): € Free
Shipments remain available for collection for 7 calendar days.
European Countries:
- Express shipping (1-2 working days): €19.00
- Standard shipping (2-4 working days): €9.50
United Kingdom, United States, Canada & Norway:
- Express shipping (1-2 working days): €19.00
Switzerland:
- Express shipping (1-2 working days): €29.00
- Standard shipping (2-4 working days): €9.50
Rest of the World:
- Standard shipping (2-4 working days): €25
DO YOU OFFER FREE SHIPPING?
Yes, we offer free shipping to several countries worldwide. The threshold varies depending on the shipping destination:
- Italy: free shipping on orders over €200
- European countries: free shipping on orders over €300
- United Kingdom, Norway, and Switzerland: free shipping on orders over €300
ARE DUTIES AND TAXES INCLUDED AT CHECKOUT?
Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase.
If duties and taxes are charged at checkout, they will appear as a separate line item.
If they are already included in the product price, there will be a note at checkout clarifying it.
Some countries require duties and taxes to be paid upon delivery and they will be the customer's responsibility. It will be noted at checkout for full transparency before you order.
ITALIAN ORDERS: HOW DO I RETURN A PRODUCT?
Return the item unworn within 14 days of the date you've received the order.
To arrange your return, proceed as follows:
1. Fill in our ONLINE RETURN FORM.
2. Organize a collection by entering your order number and your e-mail through our booking portal.
3. Print the return label (and the invoice, if required) sent to your e-mail.
4. Prepare the package with the product/s you'd like to return using the the original envelope. If you received the indigo Movo packaging, make sure to lock the two pull tabs with the black string provided inside the original packaging.
5. Our carrier will come to the indicated address to collect your return.
After we receive your return, we will check the quality of the product/s to ensure they meet our returns policy.
If it does, we will refund you on the same payment method used for purchase or send you a voucher via e-mail.
Please keep in mind that if your return passes the quality check, it may take up to 14 business days to receive the refund or voucher.
INTERNATIONAL ORDERS: HOW DO I RETURN A PRODUCT?
Return the item unworn within 14 days of the date you've received the order.
To arrange your return, proceed as follows:
1. Fill in our ONLINE RETURN FORM.
2. Print the return label (and the invoice, if required) sent to your e-mail.
3. Prepare the package with the product/s you'd like to return using the the original envelope. If you received the indigo Movo packaging, make sure to lock the two pull tabs with the black string provided inside the original packaging.
4. We kindly ask you to drop off your parcel at the nearest collection point of the designated carrier.
After we receive your return, we will check the quality of the product/s to ensure they meet our returns policy.
If it does, we will refund you on the same payment method used for purchase or send you a voucher via e-mail.
Please keep in mind that if your return passes the quality check, it may take up to 14 business days to receive the refund or voucher.
Canadian customers will be fully refunded duties and sales tax on returned orders below CAD 3,300.
WHAT IS THE RETURN POLICY?
Adhere to the guidelines below to ensure a seamless refund:
Shoes:
Always try the shoes on the carpet. The packaging, including the dust bag, is an important part of the product presentation and along with the shoes, must be returned undamaged.
We remind you that shoes must be in original unworn condition.
If the outer soles appear to be dirty, you may not get a refund or a voucher.
Swimwear:
For sanitary reasons, please try on all beachwear styles wearing underwear. Do not remove the protective slip.
Clothing:
Make-up can get on very easily when trying on clothing. Please pay attention to make-up, deodorant, or perfume and avoid rubbing it off on the item.
Bags:
Please make sure to include also the dust bag if present in the order.
Return the item unworn within 14 days of the date you've received the order.
Make sure your items are returned new, unused, in the original condition with the labels attached, and inside the original packaging. Returns that do not meet our policy will not be accepted or refunded. In that case, the customer will be responsible for organizing and paying the related expenses for the parcel re-shipment within a maximum of 7 days from our first contact.
Returns are accepted only on purchases made directly on manebi.com.
For any further questions, contact our customer care team.
HOW MUCH DOES RETURNING MY ORDER COST?
Once your return reaches our warehouse, we will process it and always deduct the return fee.
The return fees are as follows:
- Italy: €6.00
- European Countries: €15.00
- United Kingdom, United States & Canada: €15.00
- Rest of the world: €20.00
Shipping costs will be refunded just in case of defective products.
CAN I RETURN MORE THAN ONE ORDER AT THE SAME TIME?
Yes, but please keep your orders separate. Returning more than one order in the same parcel may delay our returns processes and your refund.
WHAT SHOULD I DO IF MY PRODUCT IS DAMAGED?
If your order is damaged, please contact our customer care straightaway and provide them with a picture of the faulty item.
WHEN WILL I RECEIVE MY REFUND?
Please keep in mind that once your product reaches our warehouse, we will check the quality of the product/s to ensure they meet our return policy standards.
After the quality check is complete, it may take up to 14 business days for the refund to be issued.
Once the refund is issued, you will receive a refund confirmation via e-mail. Please note that refund times may vary depending on the different payment providers.
The refund is issued on the same payment method used to make the original purchase.
The return fee is always charged to the customer, and depends on the shipping country.
HOW DO I GET MY REFUND IF MY CREDIT CARD HAS EXPIRED AFTER THE PURCHASE?
We are only authorized to issue the refund on the original payment method used to make the purchase.
If the credit card used has expired or has been blocked, but you have a new card issued by the same financial instution, the refund will arrive on your new credit card account, even though the number is different.
Otherwise, contact the bank directly to verify the details of the pending payment.
HOW DO I USE MY VOUCHER?
You can use your voucher at checkout in the Discount Code section.
Please note that the voucher is valid for one year and can be redeemed only once. Once is issued, no further changes can be made.
DOES MANEBÍ SHIP OUTSIDE THE EUROPEAN UNION?
Yes, we ship almost everywhere around the globe.
Manebí is not responsible for any custom fees, duties, or taxes incurred on international shipments.
IS THE RFC CODE REQUIRED FOR SHIPMENTS TO MEXICO?
Yes, starting January 1, 2025, for orders under $2,500 USD shipped to Mexico, it is mandatory to provide the RFC code, CURP, or a foreign tax identification number at checkout, as required by the Mexican government.
HOW DO I USE A PROMO CODE?
Enter your promo code at checkout. You'll need to copy it exactly as it appears and then press apply.
Promo codes are valid only on manebi.com and cannot be cumulated with any other promotions.
They are not valid on sale items, unless otherwise specified.
WHY CAN’T I USE A PROMO CODE?
Please find below the reasons why your promo code may not be working:
1. The code has expired - many of our offers are only applicable for a limited time.
2. Only one promo code can be used per order.
3. The code has been misspelled or copied incorrectly.
4. The code isn't valid on the product selected.
HOW DO MANEBÍ SHOES FIT?
Most Manebí items fit true to size and are available in EU sizes.
Due to the nature of our hand stiched shoes, sizing may vary depending on the style.
Please check each product page for specific sizing recommendations.
HOW DO I CLEAN MY MANEBÍ?
For suede Manebí shoes, brush gently using a rubber suede brush. Make sure not to get the soles wet!
For any other cleaning instructions, please consult product labels or contact our customer care team.
HOW CAN I RECYCLE THE PACKAGING?
To receive instructions on how to recycle the packaging please visit the how to recycle page.
HOW CAN I SIGN-UP FOR YOUR NEWSLETTERS?
Subscribe by filling in the sign-up form located at the bottom of our homepage or from the pop-up featured on the website.
HOW CAN I UNSUBSCRIBE FROM YOUR NEWSLETTERS?
You can unsubscribe at any time by clicking the unsubscribe link at the bottom of every newsletter. Do not hesitate to contact our customer service for assistance.
Do you want to become a Manebí retailer?
If you are a retailer and would like to represent Manebí by selling our products in your store please contact the following email address: sales@manebigroup.com
IS MANEBI.COM ACCESSIBLE TO ANYONE?
We are committed to ensuring that individuals with disabilities can access all of the goods, services, facilities, privileges, and advantages offered by Manebí through the website manebi.com.
Please be aware that our efforts are ongoing as our current website provider implements the relevant improvements to meet Web Content Accessibility Guidelines 2.1 AA guidelines over time.