Frequently Asked Questions

IMPORTANT NOTICE FOR CUSTOMERS

Do you currently ship to Ukraine, Belarus or Russia?

Due to the current situation, all shipments from and towards Ukraine, Belarus, and Russia are suspended.

Brexit

Do I have to pay for any additional duty charges?

From January 1st, 2021, following Brexit, the below
rules apply:
- Orders up to £135 will not be subject to any import
duty or taxes.
- Orders over £135 will be subject to additional duty
charges or taxes.
Manebí is not responsible for any custom fees, duties,
or taxes incurred on international shipments.
If you choose to refuse your shipment, you will be
responsible for any duties, taxes, and/or customs charges incurred on the package.

Orders

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 selectiong 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.
- If you want to receive an invoice for your order, please e-mail our customer care team as soon as you've placed the order.
Can I ask for an invoice?

Of course, in order to request an invoice, you need to contact our customer care team via e-mail as soon as you've placed the order.
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.
In case your order includes both items which are available and styles 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.
Why 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 cancel 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?

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

Promotions and discounts

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.

Fitting and care

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 contact our customer care team.

Shipping and delivery

When will my order ship out?

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 slightlly extended.
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 woking 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.
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 slightlly extended.
Manebí is not responsible for unanticipated shipping delays.
How can I track my order?

A tracking number is included in your shipping confirmation e-mail.
If you didn't receive one, please contact our customer service team.
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 €200.
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.
Do you offer free shipping?

Worldwide shipping is free on all orders over €250, for deliveries in Italy on orders over €200.
Do I have to pay for any additional duty charges?

Orders from outside the European Union may incur in duty charges according to local custom 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 responsible 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 January 1st 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.

Returns and refunds

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.
Return the item unworn within 14 days of the date you've 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 on manebi.com.
For any further questions, contact our customer care team.
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 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.
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.
Due to a peak of orders, we are facing some delays.
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 our customer care before booking the collection with the courier.
It is necessary to provide the courier with the proforma invoice of return, that only the customer care can provide you. Otherwise your return will be stopped at customs.
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 phisically in the store.
In this case, our store manager will order the product for you.
To proceed with the exchange, the below conditions must be met:
- Exchanges will be accepted only within 14 days from the reception of the parcel.
- The client must show the store manager the order confirmation e-mail.
- 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.
- Exchange can only be made with products of an equal or greater value to the one purchased online.
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.
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.
If your order has been sent to a destination within the EU, all sales taxes will be refunded.
Outside the EU, custom duties and sales taxes are non refundable.
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 once the voucher is issued, no further changes can be applied.
The voucher cannot be cumulated with any other promotions.

International orders

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 €200.
Please note that orders from outside the European Union may incur additional duty charges according to local customs regulations, while all orders within the European Union are free of additional duty charges.
IMPORTANT NOTICE FOR UK CUSTOMERS:
From January 1st, 2021, following Brexit, the below
rules apply:
- Orders up to £135 will not be subject to any import
duty or taxes.
- Orders over £135 will be subject to additional duty
charges or taxes.
Manebí is not responsible for any custom fees, duties,
or taxes incurred on international shipments.
If you choose to refuse your shipment, you will be
responsible for any duties, taxes, and/or customs charges incurred on the package.
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 our 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 blocked at customs.
Do you ship to Ukraine, Belarus or Russia?

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

Accessibility

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 wwwi.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.

COVID-19 UPDATES

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 timely.
Can I still return my order?

Returns are running smoothly, nothing has changed!
Buy safely from your home and you can still return products, you have 14 days upon arrival of the order.

IMPORTANT NOTICE FOR CUSTOMERS

Brexit

Orders

Promotions and discounts

Fitting and care

Shipping and delivery

Returns and refunds

International orders

Newsletter

Accessibility

COVID-19 UPDATES