Frequently Asked Questions


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 duty
 

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. We are doing all we can to ensure that your orders get to you as fast as we can, but we know that you, our lovely customers, will understand if there is a bit of a delay whilst we adjust to new ways of working.

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?

Our Customer Service team are still available to support you from monday to friday, from 9 to 13 (cet) and from 14 to 18 (cet) with any queries via email at support@manebigroup.com and via telephone +39 045 6351556.


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 contact our customer service. Since we try to process our order as fast as possible to get it to you in the shortest time, contact us short after your order is placed and we will do our best to help you!

3.When will I receive a pre-order item?

We allow shoppers to pre-order items that are out of stock but are expected to be available for purchase at a later date. If you submit a pre-order, the item is reserved for you and mailed as soon as the shipment reaches our warehouse, at which point you’re be notified by email. In addition, the estimated delivery time for the item is displayed on the page when making the pre-order.

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

Once your pre-ordered item is ready to be delivered, we’ll send it via the shipping option you selected at checkout. We’ll also email you to let you know your order is on the way and provide tracking information for the package.

5. Can I cancel a pre-order?

If you change your mind about a pre-order, please contact our customer care team and they can cancel it for you.

6. Will my favourite items ever come back in stock?

You can opt to be informed when our most popular, sold out items come back in stock. Simply select the size of the product you’d like and click the ‘notify me’ option. Et voilà, we’ll then automatically let you know when 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?

If you receive an error message, check the payment details you’ve entered are correct and contact your bank first and foremost. Then if you’re still having issues, please contact us and include the following information:

                • What operating system you were using to make the order (e.g. Windows, Mac)

          • The internet browser you used to make the order (e.g. Chrome, Safari)

          • The payment method you used to make the order

          • A description of the problem and when it occurred

          • Details about any error messages you received (if any)



We can then take a look at your request and come back to you with a solution as soon as we can!


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 can't be used on conjunction with additional promotions and do not apply to sale items unless otherwise specified.

2. Why can’t I use your discount code?

Unable to use your discount code? This might be why:

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

Fitting & Care

1. How do Manebí shoes fit?

Before making a purchase, check the dedicated size chart we have available here: https://manebi.com/size-chart/. Most Manebí items fit true to size and are available in EU sizes, but due to the nature of our hand stitched shoes, sizing may vary dependent on the style. Please check each product page for specific sizing recommendations! And don’t forget that each pair of Manebís will stretch slightly with wear and naturally adjust to the shape of your feet.

2. How long does a pair of Manebí last?

We all wish our favourite shoes would last a lifetime and while we guarantee that every pair of Manebí shoes will take you on many globetrotting adventures, unfortunately they won’t last forever! That said, if your Manebí products are damaged during manufacturing, contact our customer service team and we can suggest care tips and in some circumstances, get a new pair sent out to you. For purchases made with other retailers, please get in contact with them directly.

3. Are Manebí waterproof?

Every pair of Manebís is made using 100% natural jute and also has a natural rubber sole — neither of those mixes well with rain! For that reason, we recommend that you avoid getting them wet, if possible. They’re sunshine shoes, so the longer you keep them dry, the longer they will last!

4. How do I clean my Manebí?

To remove dirt from the uppers of your Manebí shoes, use a damp cloth. For the jute sole, mix a little laundry detergent with water and use an old toothbrush to gently scrub away dirt. For suede Manebí shoes, you can apply a modest amount of vinegar using a soft rag or towel — leave it to dry and then brush gently using a suede brush. Make sure to not get the soles wet! For any other cleaning instructions, contact us by email.


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 send you a shipping confirmation 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 can be slightly extended.

2. When will I receive my order?

All orders are shipped from our warehouse in Italy. After your order is processed by our team, we estimate that shipping will take:

  • Italy

- standard shipping (3-5 working days): 4.50

- express shipping (2-3 working days): 9.50€

  • EU 

- standard shipping (3-5 working days): 9.50€

- express shipping (2-3 working days): 15€       

  • US & Canada

- standard shipping (4-6 working days): 8€

- express shipping (2-4 working days): 16.50€

  • Australia 

- standard shipping (4-6 working days): 9.50€

- express shipping (2-4 working days): 19€

  • Russia & other Countries 

    - standard shipping (4-6 working days): 19.50€

    - express shipping (2-4 working days): 29.50€

 

Shipping working days count starts from the next working day if the order is placed after noon 12:00 a.m. CET (GMT+1).

Manebí is not responsible for unanticipated shipping delays.

3. How can I track my order?

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

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

Shipping costs depend on the type of shipping service you choose and where your order is being delivered to. Worldwide shipping is free on all orders over 250€. If you return an order and the amount goes below 250€, the shipping cost for the return will be deducted from your refund.

All orders are shipped from our warehouse in Italy. After your order is processed by our team, we estimate that shipping will take:

  • Italy

- standard shipping (3-5 working days): 4.50

- express shipping (2-3 working days): 9.50€

  • EU 

- standard shipping (3-5 working days): 9.50€

- express shipping (2-3 working days): 15€       

  • US & Canada

- standard shipping (4-6 working days): 8€

- express shipping (2-4 working days): 16.50€

  • Australia 

- standard shipping (4-6 working days): 9.50€

- express shipping (2-4 working days): 19€

  • Russia & other Countries 

    - standard shipping (4-6 working days): 19.50€

    - express shipping (2-4 working days): 29.50€

 

Shipping working days count starts from the next working day if the order is placed after noon 12:00 a.m. CET (GMT+1).

Manebí is not responsible for unanticipated shipping delays.

5. Do you offer free shipping?

Of course we do! Worldwide shipping is free on all orders over 250€.

If you return an order and the amount goes below 250€, the shipping cost for the return will be deducted from your refund.

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

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

Our returns system is quick and easy! Please adhere to the guidelines below to ensure a seamless refund.

Shoes
Always try shoes on on a carpet — it’s very easy for them to become scuffed on hard surfaces. Shoe boxes are an important part of the product presentation and along with the shoes, must also be returned undamaged.

Beachwear
For sanitary reasons, please try on all beachwear with underwear on. Do not remove the protective slip.

For a refund or exchange, return the item unworn within 14 days of the date you received the order. Free collection can be arranged from your home, work or an alternative address on a day that’s convenient for you.

In the case of a defective or incorrect product, shipping is complimentary, although customers outside the EU are responsible for taxes and duties. 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. Please contact our customer care team by emailing support@manebigroup.com if you have any further questions.

8. How do I return a product?

To arrange your free return, follow these simple steps:
1. Fill in our online return form by adding your order number and email address and select the item/s you’d like to return. The completion of the return form is mandatory in order to book a pick-up and return your order to us for processing
2. After completing the online return form, you will be re-directed to our pick-up booking portal, where you can organise a free collection. After entering your order number and the email with which you placed the order, you will be redirected to an autofilled page of your details, which can be amended as required. At this stage, Indicate your preferred pick-up date and time, and the number of packages you are returning.
3. After completing the collection details, you will receive a confirmation email with a returns label attached, print this out.
4. Prepare the package with the product/s you’d like to return. Please make sure your items are returned new, unused, with the original labels attached, and inside the original packaging.
5. Attach the return transport label to the outside of the box and remove any original shipping labels.
6. Our carrier will come to the indicated address, on your preferred date and time, to collect your free 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.

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 refunded), 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
Viale dell'artigianato 32, 37064
Povegliano Veronese (VR), Italy

For returns from outside the European Union, please write this is a ritorno in franchigia on the package, specifying the invoice issued by the customs duties you paid to receive the package.

9. Do you offer free returns?

Of course we do! We offer free and easy returns as well as free worldwide shipping on all orders over 250€ 

If you return some product/s and your total order amount goes below the 250€ treshold for free delivery, the shipping amount will be deducted from the refund

10. 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.

11. What should I do if my product is damaged?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. If your order is damaged, please contact our customer service team straightaway and have an image of the faulty item available.

12. When will I receive the refund?

A refund is issued if when we confirm the quality of the product meets our returns policy conditions. Returns are accepted only on purchases made directly at manebi.com. The refund is issued to 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. However, you may be able to recover these by contacting your local customs bureau directly.

Once your return is processed and your refund is issued, you will receive a refund confirmation email. Please note that refund times can vary depending on different payment providers.

The refund is free of charge and always includes the product/s amount of the item/s you are returning. If you return some product/s and your total order amount goes below the 250€ threshold for free delivery, the shipping amount is deducted from the refund.


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€ and we offer free and easy returns. Please note that orders from outside European Union may suffer additional duty charges according to local customs regulation, 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

Newsletter

1. How can I sign up for your newsletters?

Registering for our newsletters offers you exclusive access to sales, promotions and sneak peaks of new collections. Simply enter your email address in the sign up section at the bottom of our homepage. You can unsubscribe at any time.

2. How can I unsubscribe from your newsletters?

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


How we make them

1. Where are Manebí shoes manufactured?

Manebí espadrilles are designed in Italy and then handcrafted by expert artisans in the La Rioja region of Spain. They are made using unique, century-old techniques, which makes every pair an exclusive one-off — no two pairs are the same!

 


Sustainability 

1.

We care deeply about the planet and firmly believe that even the smallest actions can make a difference. Our vegan shoe collection is testament to the fact. View the collection here.


Accessibility
 

1.

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.