Frequently Asked Questions


Important Notice For Customers

  • Due to the current situation, we are unable to ship any orders to Ukraine, Belarus and Russia.

Brexit

1. Do I have to pay for any additional duty charges?

IMPORTANT NOTICE FOR UK CUSTOMERS

 

From 1 January 2021, following Brexit, for orders shipped to the UK:

 

  • Orders up to £ 135.00 will not be subject to any import duty.
  • Orders over £ 135.00 will be subject to additional duty charges. Manebí is not responsible for any customs fees or duties incurred on international shipments.

 

If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package.

Covid-19 updates

1. Are deliveries still on time?

Stay home and stay safe, we'll take care of everything for you and deliver your order right at your door!

We are working closely with our delivery partners to ensure all deliveries arrive safely and on time.

The wellbeing of our customers is a top priority and all necessary precautions are being taken to ensure the safety of both customers and couriers during this time.

2. Can I still return my order?

Returns are running smoothly, nothing has changed!

Buy easily and safely from your home and you can still return products, you have 14 days to return the product you purchased.

3. Is your Customer Service still available?

Of course, you can submit your queries either via email or via phone and our Client Assistants will be happy to provide you with personalized advices. Our team is available from Monday to Friday, between 10 am and 7 pm (CET).  

Should you need any further assistance, please refer to the Need Help page.


Orders

1. 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’re 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 by using saved shipping and payment details.

2. How do I update my order?

If you need to make a change or cancel your order please reach out to our customer service.

Since we try to process our order as fast as possible, contact us shortly after your order has been placed and we will do our best to help you!

3. 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.  

In case your order includes both items which are available and styles that are in pre-order, the below conditions 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.

4. Why do I need to select a shipping option for pre-orders?

Once your pre-ordered item is ready to be shipped, we’ll 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.

5. Can I cancel an order if I purchased a pre-order item?

Please contact our customer care team and they will cancel the order for you.

6. Will my favourite 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.

7. What forms of payments does Manebí accept?

Manebí accepts payments from all kind of credit cards (Visa, Mastercard, American Express), from PayPal, Apple Pay and Amazon Pay.

8. 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:

 

  • The operating system used (e.g. Windows, Mac).
  • The internet browser used (e.g. Chrome, Safari).
  • The payment method used.
  • A description of the problem and when it occurred.
  • Details about any error messages you received.

Promotions and Discounts

1. 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.

2. Why can’t I use a promo code?

This might be the reason why:

  • The code has expired — many of our offers are only applicable for a limited time.
  • Only one promo code can be used per order.
  • The code has been misspelt or copied incorrectly.
  • The code isn’t valid on the product selected.

Fitting & Care

1. 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 stitched shoes, sizing may vary depending on the style.

Please check each product page for specific sizing recommendations!

2. 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 contact out customer care team.


Shipping & Returns

1. When will my order ship out?

We always do our best to process and ship your Manebí 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.

2. When will I receive my order?

All orders are shipped from our warehouse in Italy. Shipping times vary according to the delivery location, for more information please refer to the scheme below:

Italy:

- Express shipping (1-3 working days): € 9.50.

- Standard shipping (2-4 working days): € 4.50.

EU:

- Express shipping (2-3 working days): € 15.

- Standard shipping (3-5 working days): € 9.50.

US & Canada:

- Express shipping (2-4 working days): USD 19.85.

- Standard shipping (4-6 working days): USD 9.60.

Australia: 

- Express shipping (2-4 working days): € 19.

- Standard shipping (4-6 working days): € 9.50.

Rest of the world: 

- Express shipping (2-4 working days): € 29.50.

- Standard shipping (4-6 working days): € 19.50.

 

For all orders placed after noon, shipping will occur the next working day.

Manebí is not responsible for unanticipated shipping delays.

3. How can I track my order?

A tracking number is included in your shipping confirmation email. If you didn’t receive one, please contact our customer service team.

4. How much do I have to pay for shipping?

Worldwide shipping is free on all orders over € 250, for deliveries in Italy on orders over € 150.

Shipping costs vary depending on the shipping service selected at checkout and the delivery address.

All orders are shipped from our warehouse in Italy. After your order is dispatched by our team, the estimated delivery times will be:

Italy:

- Express shipping (1-3 working days): € 9.50.

- Standard shipping (2-4 working days): € 4.50.

EU:

- Express shipping (2-3 working days): € 15.

- Standard shipping (3-5 working days): € 9.50.

US & Canada:

- Express shipping (2-4 working days): USD 19.85.

- Standard shipping (4-6 working days): USD 9.60.

Australia: 

- Express shipping (2-4 working days): € 19.

- Standard shipping (4-6 working days): € 9.50.

Rest of the world 

- Express shipping (2-4 working days): € 29.50.

- Standard shipping (4-6 working days): € 19.50.

 

For all orders placed after noon, shipping will occur the next working day.

Manebí is not responsible for unanticipated shipping delays.

5. Do you offer free shipping?

Worldwide shipping is free on all orders over € 250, for deliveries in Italy on orders over € 150.

6. Do I have to pay for any additional duty charges?

Orders from outside the European Union may incur in duty charges according to local customs regulations.

Please note that shipping charges do not include custom taxes or duties: these costs are charged to the customer.

If you choose to refuse your shipment, you will be responsibile for any duties, taxes and/or custom charges incurred.

All orders within the EU are free of duty charges.

 

IMPORTANT NOTICE FOR UK CUSTOMERS:

 

From 1 January 2021, following Brexit, for orders shipped to the UK:

  • Orders up to £ 135.00 will not be subject to any import duty.
  • Orders over £ 135.00 will be subject to duty.

7. What is the return policy?

Adhere to the guidelines below to ensure a seamless refund:

Shoes:

Always try the shoes on a carpet. The packaging, including the dust bag, is an important part of the product presentation and along with the shoes, must be returned undamaged.

Beachwear:

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.

Return the item unworn within 14 days of the date you received the order.

Please make sure your items are returned new, unused, with the original labels attached, and inside the original packaging. Returns that do not meet our policy will not be accepted and will not be refunded.

Returns are accepted only on purchases made directly at manebi.com.

For any further questions, contact our customer care team.

8. How do I return a product?

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 email through our booking portal.

3. Print the return label (and the invoice, if required) sent to your email.

4. Prepare the package with the product/s you'd like to return.

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.

If you don’t want us to take care of the return, you can independently ship your package at your own cost (shipping expenses for the return won’t be deducted), with the product/s you want to return in its original packaging together with the return form to:

Manebí Société 23.3 SRL c/o Gruppo Sinergia

Via Brugnoli 4/10, 37063

Isola della Scala (VR), Italy

9. How do I return a product if I live outside the European Union?

If you live outside the European Union and you decide to return one or more items you have ordered, please contact customer service before booking the collection with the courier.

It is necessary to provide the courier with the proforma invoice of return, that only the customer service can provide you. Otherwise your return will be stopped at customs.

10. Can I exchange a product I purchased online?

Products can’t be exchanged on our website, they can be exchanged only in our directly operated stores.

If you’d like a different size, style, or color, you can return the product to one of our directly operated stores and request an exchange.

However, store availabilities are different from the ones online, so it is possible that the style you’d like may not be physically in the store. In this case, our store managers will order the product for you.

To proceed with the exchange, the below conditions must be met:

  • Exchanges will be accepted only within 14 from the reception of the parcel.
  • The client must show the store manager the order confirmation email.
  • Please make sure that your products are returned new, unused, with the original labels and inside the original packaging.
  • Our store managers will proceed with the quality check on-site to make sure that the returned products meet our return policy standards.
  • Exchanges can only be made with products of an equal or greater value to the one purchased online.

11. 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: € 4.50.
  • EU: € 9.50.
  • US & Canada: USD 14.50.
  • Australia: € 16.00.
  • Rest of the world: € 19.50.

Please note that shipping costs will be refunded just in case of defective products.

12. 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.

13. 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.

14. When will I receive the refund?

Once your return is processed and your refund is issued, you will receive a refund confirmation 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.

If your order has been sent to a destination within the EU, all sales taxes will be refunded.

Outside the EU, customs duties and sales taxes are non-refundable.

The return fee is always charged to the customer, and depends on the shipping country (see point 11).

15. 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 institution, 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.

16. How do I use my Voucher? 

You can use your voucher at checkout in the Discount Code section.

Please note that once the voucher is issued, no further changes can be applied.

The voucher cannot be cumulated with any other promotions.


International Orders

1. Does Manebí ship internationally?

Yes, we ship to summer lovers around the globe! Worldwide shipping is free on all orders over € 250, for deliveries in Italy on orders over € 150. Please note that orders from outside the European Union may incur additional duty charges according to local customs regulations, while all European Union orders are free of additional duty charges.

 

IMPORTANT NOTICE FOR UK CUSTOMERS:

 

From 1 January 2021, following Brexit, for orders shipped to the UK:

  • Orders up to £ 135.00 will not be subject to any import duty.
  • Orders over £ 135.00 will be subject to duty.

2. How do I return a product of I live outside EU?

If you live outside the European Union and you decide to return one or more items you have ordered, please contact customer service before booking the collection with the courier.

It is necessary to provide the courier with the proforma invoice of return, that only the customer service can provide you. Otherwise your return will be stopped in customs.

3. Do you currently ship to Ukraine, Belarus or Russia?

IMPORTANT NOTICE FOR CUSTOMERS:

 

Due to the current situation, we are unable to ship any order to Ukraine, Belarus, and Russia.

 

Newsletter

1. How can I sign up for your newsletters?

Subscribe by filling in the sign-up form located at the bottom of our homepage.

2. How can I unsubscribe from your newsletters?

You can unsubscribe at any time by clicking the unsubscribe link at the bottom of every newsletter.

3. Can I use the promo code I received when I subscribed also in Manebí stores?

No, the promo code you received is valid only on manebi.com and cannot be cumulated with any other promotions.

Additionally, the code does not apply to sale items unless otherwise specified.


Accessibility
 

1.  Is manebi.com accessible to everyone?

We are committed to ensuring that individuals with disabilities can access all of the goods, services, facilities, privileges, advantages offered by Manebí through the website www.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.