Retail Guidelines Summer 2025 - Everything You Need to Know, Right at Your Fingertips!

An effective and compelling storytelling of the brand and its products is not optional — it is essential. It justifies the price point, elevates the brand's perceived value, sparks curiosity, and builds loyal, informed customers.

As brand ambassadors, each of you carries the responsibility of communicating this story with clarity, consistency, and conviction.

During assisted sales, the following elements must be mentioned — this list is illustrative, not exhaustive:

- the Italian origin of the brand;
- the origin and craftsmanship behind each product;
- materials and composition;
- production methods;
- design inspirations;
- possible uses beyond the obvious ones, not just at the beach but always for everyday use during the summer;
- product pairings with other items in-store;
- the history and origin of Manebì;
- our retail network — including how many stores we have and where, with special emphasis on iconic international locations such as Capri, Portofino, Taormina, Porto Cervo, Mykonos, Ibiza, Saint-Tropez, and Cannes;
- our global e-commerce site, which ships orders worldwide;
- our extensive wholesale network — over 500 retailers globally, including world-renowned department stores such as Harrods, Saks Fifth Avenue, Neiman Marcus, Macy’s, and many more;
- our premium customer services: exchanges, 7-day-a-week support chat on manebi.com, and the ability to process returns or exchanges at other store locations.

You are strongly encouraged to consult the dedicated storytelling book for any additional details. Should you need more information — whether prompted by a client or out of your own curiosity — do not hesitate to reach out to the central team. We welcome your curiosity. Your questions reflect engagement and help us all enrich and refine the brand’s narrative.

Repeated mistakes or imprecisions, particularly regarding product origin and composition, will not be tolerated. Precision is not just appreciated — it is expected.

Be proud of what you represent. Know the story. Tell it well. Inspire confidence.

Customer welcome and service represent – and must always represent – the cornerstone of any successful retail activity. The success of every store, and of the company as a whole, relies entirely on our customers. This means that every single customer, whether they are the first of the day or the one walking in a minute before closing time, must be treated with the utmost courtesy, warmth, professionalism, and emotional balance. Any person entering the store might become our best customer ever.

Below are fundamental conduct rules that must always be followed during sales activities. These can be enriched by your personal experience – always valuable, as long as it doesn’t drift into completely individualistic or off-brand behavior.

- every customer who enters must be greeted without exception, warmly and clearly with: “Good morning / Good evening, welcome.” Greeting the customer is mandatory. Failing to do so is unacceptable and perceived as disrespectful. Unfortunately, we have received negative reviews due to this issue. It is intolerable that someone who contributes to the company’s success is not acknowledged upon entry. Initial greetings must always be in Italian in all stores in Italy – switching to the customer's language can follow after.

- as soon as a customer enters the store, if the sales associate is busy with another task, it must be interrupted or completed as quickly as possible (based on urgency and context) to devote full attention to the new potential client. The only exception is if the associate is already assisting another customer – in that case, they must still greet the newcomer and add: “Please feel free to browse, I’ll be with you as soon as possible,” and then strive to manage both interactions gracefully.

- once greeted, after a short pause, the customer should be approached with a polite phrase like: “If you need anything, would like to try something, or have any questions, please don’t hesitate to ask,” or “Take your time browsing – I’m here if you need anything.” Most of our customers (unless they have very clear intentions – which varies by store) need a moment to explore, touch, and decide for themselves. During this time, the associate must remain present yet non-intrusive – never hovering, but always alert and ready just around the corner.

- during this exploratory phase, the associate must also observe discreetly from a distance. Each sales associate is responsible for the merchandise. This does not mean acting like law enforcement – customers are free to touch, browse, and even take photos. However, the associate must be vigilant and note any suspicious behavior.

- do not force conversation during this phase. This is not about talking – it’s about serving and selling. Let the customer lead.

- still, this is the perfect moment to spark curiosity with a touch of storytelling:
--- “Is this your first time visiting Manebì?"
--- “Were you already familiar with the brand?”
--- brief background: Italian-born brand, handcrafted in Spain, Italy, and Madagascar
--- retail network info: “Did you know we also have stores in...?”
--- showcase the full collection on our website
--- point out sections of the store not immediately visible (menswear, beachwear, niche collections).
Refer to the dedicated Storytelling Book for more inspiration.

- during the sales interaction, the customer must be assisted professionally and patiently in every request. If they want to try 120 swimsuits – they are entitled to do so. Impatience, frustration, or boredom have no place here. You will have time to vent later – privately, in the stockroom.

- never rush the customer – even if others are waiting. No one wants to feel hurried. Instead, the associate must be fast and efficient: fast at finding sizes, fast at locating products, fast at processing payments, fast in knowing prices – and able to handle multiple clients without compromising service quality.

- whether or not a sale occurs, the goal is customer retention. Maybe they won’t buy today – but if the experience is positive, they will return. Kindness, professionalism, charisma, and storytelling are the pillars of loyalty. Also, make sure the customer is registered in our CRM system.

- always mention the possibility of ordering items not physically in the store, with free shipping to the store or their home and full exchange options. You can easily showcase the entire collection online.

- again, whether or not a sale occurs, always try to register the customer for future contact and retention (see the specific CRM section).

- customer service also means post-sale assistance: if a customer returns or calls regarding a size exchange, a defect, or a shipping delay, you must be fully prepared and knowledgeable to respond professionally (see the dedicated section).

These rules must be respected at all times. Your personal experience is invaluable – but it must never override the standards that define who we are. Let your professionalism inspire trust, your attitude ignite loyalty, and your service set the benchmark.

Each sales associate, in line with their core function, is also expected to provide high-level customer care in store. This includes managing requests or complaints made by walk-in customers, whether related to that specific store or to other areas of the business — such as online orders.

While professionalism and kindness must always guide every interaction, it is essential that store staff take the initiative to handle these situations directly and proactively, seeking support from the central team only when necessary.

Your first instinct should never be to tell a customer to “contact Customer Care.” This response generates confusion, dissatisfaction, and damages the trust we work hard to build. Think about your own experience: no one likes walking into a store in search of answers and walking out empty-handed. That is exactly what we must avoid.

Treat every customer the way you would like to be treated — with respect, patience, and competence.

For example, the store team is responsible for handling inquiries related to:
- delays in delivery of items purchased in-store but shipped from Gruppo Sinergia or another store;
- shipment tracking for in-store purchases shipped externally;
- questions about payments, pricing, or discount applications;
- customer registration or deregistration;
- in-store exchange and refund policies;
- online return and exchange policies;
- product defects (whether bought in-store or online);
- product cleaning and care;
- requests to contact the central office;
- information about opening hours or locations of other stores;
- requests to contact staff from other stores.

Under no circumstances should you refer the customer to Erika or give them her contact details (email or WhatsApp) for these matters. It is your duty to address these issues first — either directly or by getting support from the central team (Paolo, Marco, Gabriele, Francesca) and then personally following up with the customer once you have an answer.

Let’s be clear: the burden of follow-up must never fall back on the customer. They came into our store for help. It is our job to provide it.

Additionally, every store associate must be able — with the support of the retail central team when needed — to recognize product defects, even for online purchases. Likewise, store staff must be fully familiar with online procedures for returns, refunds, replacements, and shipping policies.

The only exception to this principle applies to the following strictly online matters:
 - delays in delivery of items purchased on manebi.com;
- tracking for online orders;
- payment or transaction issues linked to purchases made on manebi.com;
- returns or refunds for purchases made on manebi.com.
For these cases — specific to the e-commerce channel — you should encourage customers to directly contact our internal customer care, handled by Erika at:

📧 support@manebigroup.com

📱 +39 345 99 75 355 (calls or WhatsApp).

Every customer, regardless of where they purchased, deserves the same level of care and attention.

Let’s commit, together, to ensuring every interaction strengthens their trust in Manebì.

Great service builds great loyalty. Let’s be the team that sets the standard.

Let’s be clear: discipline in discounting is not a limitation — it’s a sign of strength, professionalism, and respect for the brand. Outside of officially authorized promotions (clearly communicated by the central team) and regular sales periods (as commercially defined and communicated), it is strictly forbidden to apply any form of discount in-store.

Trust us: discounts are a short-term fix. They may satisfy a customer today, but they destroy the perceived value of the product and eliminate any future chance of that customer paying full price.

That said, a few specific exceptions apply:
- the discount has been explicitly communicated and authorized in advance by the central team via official communication;
- a promotion is currently active and extended to the retail channel across all stores;
- the item being sold has clear, visible manufacturing defects that don’t render the product unusable but justify a discount: in this case, you must inform the central team and agree on the discount percentage;
- you wish to use your “Family & Friends” discount for a very limited circle of close contacts: even then, prior approval must be obtained from the central team, and the reason must be recorded in the Shopify notes.

All discounts applied must be clearly justified in the Shopify POS notes, and the beneficiary must be registered for internal traceability.
Any unauthorized or arbitrary discounting is strictly forbidden. If a VIP client or top customer is insistent, or you feel there may be pressure to apply a discount, you must immediately contact the central team for guidance — do not act independently.
It is also strictly forbidden to apply discounts to clients who claim to know the owners of the company — unless their visit was announced in advance or you personally know them and remember a previously approved discount.
In all other cases, the central team must be notified, and you must confirm the discount via WhatsApp with us before proceeding. Without explicit confirmation, no discount may be granted under any circumstances.

Any violation of these rules will result in a formal disciplinary warning. These rules are not about limiting your autonomy as a sales assistant — they exist to protect Manebì’s brand equity, maintain consistency across stores, and ensure fairness. That’s why the fewer discounts we give, the better.

Follow the policy. Be proud to uphold the standard.

Registering as many customers as possible is not optional—it is essential to our brand’s growth and long-term success. Every interaction is an opportunity. Always offer customer registration, whether the person is purchasing or simply showing interest.

✅ When to Register: customer registration (full name, email address and/or phone number, and—when shipping is involved—home address) must be completed at the time of payment, before closing the sale.

✅ Privacy and Consent: registering a customer does not automatically mean they will receive marketing messages. Customers can choose whether or not to opt into communications. You must apply one of the following tags based on their preference:
• #DOS – if the customer registers but opts out of marketing communications.
• #DOS Marketing – if the customer registers and agrees to receive marketing communications.

All registration via Shopify POS is fully GDPR compliant.

Why This Matters? Customer registration is a strategic tool—not just a formality. It allows us to:
- build a strong CRM system to foster loyalty through targeted newsletters, editorial content, and exclusive promotions;
- run more efficient, data-driven marketing campaigns;
- guarantee in-store exchanges even without a receipt—a key benefit you can highlight to encourage sign-up (no receipt = no exchange).

Just like students don’t chat during class, store staff must refrain from personal conversations in the presence of customers. This is a non-negotiable rule.

We fully support a positive and relaxed work environment—after all, a happy team creates a welcoming store. We believe in hard work combined with good energy. But this only works when it’s grounded in discipline and respect for our shared mission. Conversations between team members are welcome as long as they never interfere with store operations. This includes sales, cleaning (which should become your go-to activity during any downtime), unpacking deliveries, and organizing the stockroom.

Please adhere strictly to the following guidelines:
- always maintain full confidentiality regarding colleagues’ roles, contracts, or any personal matters;
- never discuss personal issues or stories in front of customers—regardless of the topic;
- immediately pause any internal conversation the moment a customer enters or is nearby;
- never talk about customers, especially negatively or gossiping, in front of others.
Any breach of these rules will result in a formal warning.

We are a team, and professionalism is what sets us apart. Let’s lead by example, stay sharp, and create an environment where respect and teamwork shine through—every day.

Clear, constant, and structured communication with the central team is essential for the smooth running of our operations. We are here for you, always — but to stay efficient and responsive, everyone must respect a few simple but non-negotiable rules.

WHO TO CONTACT - AND WHEN
- the central team — Paolo Bagnasco, Gabriele Giovannelli, Marco Bettoni, Francesca Bottani — is available 24/7 for any kind of request, urgent or otherwise. You can reach them via email, WhatsApp, or direct mobile call.

- Matilde Meoni (matilde.meoni@manebigroup.com), who supports mainly with Shopify operations, is available Monday to Friday, from 10:00 to 19:00. Outside these hours, she is only to be contacted for urgent and non-deferrable issues. Please consult the Shopify Operations Manual before reaching out — requests that could be resolved by simply reading the manual will not be tolerated.

- Claudia d’Uva (accounting@manebigroup.com) and Marina Serra (admin@manebigroup.com), who handle accounting and administrative topics, are available Monday to Friday, from 10:00 to 19:00. Outside of those hours, contact them only for emergencies.

- for anything related to visuals, product display, or execution of visual directives, contact Gabriele Giovannelli by email at visual@manebigroup.com or via WhatsApp.

- for any communication regarding your employment, time off, attendance, or contract, contact Francesca exclusively via email. She will forward your request to the appropriate HR consultant and ensure timely, correct feedback.

- For omnichannel order fulfillment or customer care requests for online customers visiting the store that cannot be handled by in-store staff, contact Erika Ghirardelli at support@manebigroup.com or via Slack. Important: It is mandatory to check emails and Slack messages regularly for any omnichannel-related requests. Erika will mostly communicate through Slack for these matters.

WHATSAPP GROUPS — STICK TO THE RULES
WhatsApp groups dedicated to store teams must be used strictly for:
- daily sales results (mandatory)
- urgent service issues (e.g., unauthorized discount requests, emergencies).

All other communications regarding store operations must be sent directly to the central team (Paolo, Gabriele, Marco, Francesca) or your direct manager, using individual chats or specific store groups. If your direct manager doesn’t reply promptly, call them. If they don’t answer, move on to another contact in the central team.
Please respect these guidelines to maintain order and efficiency in our communications.

EMAILS — STRUCTURE AND DISCIPLINE
More detailed requests that do not require immediate action (e.g., receipt issues, non-urgent client queries, style or product availability, shift changes, etc.) must be sent by email — preferably in a single, clear message once per day — to the following addresses:
- paolo.bagnasco@manebigroup.com:
- retail@manebigroup.com (Marco);
- visual@manebigroup.com (Gabriele);
- retail.operation@manebigroup.com (Francesca)
Avoid sending multiple WhatsApp messages that can easily be lost, duplicated, or misunderstood.
If the request is urgent and linked to a potential lost sale, it is acceptable to escalate via WhatsApp or a phone call.

STORE TECHNICAL ISSUES
For any issue related to store infrastructure (electricity, AC, painting, humidity, locks, internet, etc.), contact your direct store manager or — in urgent cases — another central resource.

FINAL REMARKS — WHY THIS MATTERS
Failure to follow these rules creates confusion, delays, and errors — directly impacting store performance. These rules are not arbitrary — they exist so we can function as one strong, agile, and coordinated team.
We want to maintain daily, open, and efficient communication with each of you throughout the season. That’s only possible with shared discipline and mutual respect.

Remember: Manebì is bigger than the four walls of your store. Every day, the central team receives an extremely high volume of requests. This reality must shape your expectations around response times and encourage patience and understanding.

Please do not pressure or redirect requests to people who are not responsible for operational matters — it only adds confusion and inefficiency.


Let’s keep the dialogue open — clear, structured, and constant. That’s how we grow stronger, together.

As part of our performance monitoring framework — and as a key driver for individual motivation — each store will receive, at the beginning of the season, a detailed sales budget.
This includes:
- total seasonal target for your store;
- monthly breakdown of that target.
All figures are expressed in € (including VAT).

These budgets are not random numbers. They are carefully calculated using:
- historical data;
- the current phase of your store’s life cycle;
- brand growth and strengthened market positioning;
- improved product categories and new category performance;
- specific variables such as team structure, opening calendar, weather impact in previous seasons, holidays distribution, and any recent improvements to the store environment.

WHY BUDGETS MATTER
This isn’t just a number. It’s a shared goal — a commitment between the central team and your store. Here’s why these budgets are critical:
- they align all of us — in the office and in the field — on what success looks like. The fewer misunderstandings, the stronger the results.
➡️ Be always on the same page with us.
- they serve as a motivation — a benchmark to exceed, not just to meet. It’s your starting block, not your finish line. You will know clearly:
👉 What we expect
👉 What makes your store sustainable and profitable
👉 How close you are to achieving (or surpassing) those goals

As already stated in the dedicated section, each store’s official email inbox must be checked regularly and kept fully up to date. Every formal communication or request from the central team is issued via email — with the exception of the most urgent matters.
Lack of awareness is not an excuse. Failing to follow procedures or missing important information due to unread emails is unacceptable. You are expected to stay informed.
This is not just about following orders — it’s about respecting the flow of communication that keeps us all aligned and allows us to operate as one united team.

To ensure full clarity and accountability:
- everytime the central team sends a formal email, we require a reply confirming receipt and acknowledgement;
- likewise, we commit to acknowledging your communications in the same timely and respectful manner.

This is how we stay connected. This is how we stay efficient. This is how we win as one. Let’s treat internal communication with the same care we dedicate to our customers — because behind every email, there’s a team working with you, not above you.

For organizational clarity and operational speed, please note that communications from the Customer Care team (Erika Ghirardelli), especially those regarding omnichannel order management, are primarily conducted via the Slack platform.
Therefore, every store team member is expected to check Slack regularly throughout the day. It is essential to acknowledge, respond to, and confirm receipt of any message received — just as you are required to do with email communication.

Let’s be very clear: missing a Slack message means potentially delaying a customer order. That is not acceptable. Every unconfirmed message is a broken link in the chain we all depend on.

To ensure smooth operations and team alignment, all staff must refer to the official manual curated by Matilde Meoni for a complete overview of how to use Shopify POS, including procedures, troubleshooting, and support guidelines.

No improvisation. Clarity, consistency, and shared knowledge are key. Let’s make this tool work for us—together.

Professionalism means protecting what matters — always. All activities carried out in-store must comply with privacy laws, both personal and corporate, and respect the confidentiality of all sensitive information, exactly as required in every other company function. Please note: all operations performed through Shopify POS, including customer registration (with or without newsletter sign-up), are fully GDPR compliant, in accordance with EU Regulation 2016/679 (as amended in the Official Journal of the European Union No. 127 of May 23, 2018).

When it comes to confidentiality, whether dealing with team members or external parties (clients or otherwise), the following strict rules apply:
- it is strictly forbidden to share any qualitative or numerical data regarding the economic or commercial performance of any individual store or the company as a whole with anyone outside the Manebì team;
- it is strictly forbidden to disclose any information related to store rental costs or any other internal cost category known to store staff;
- it is strictly forbidden to disclose any product-related or production-related information, including but not limited to supplier names or production costs (this is not to be confused with sharing the brand’s storytelling);
- it is strictly forbidden to share details on event costs or marketing expenditures incurred by the company;
- it is strictly forbidden to communicate information relating to salaries or wage structures, whether your own or in general, to individuals outside Manebì;
- we strongly encourage all team members to maintain full confidentiality even among colleagues when it comes to personal position details and salary information.

Every employee signs a Confidentiality Agreement at the beginning of their employment, committing to keep all the above information strictly private. Furthermore, throughout your time with Manebì, you are required to participate in mandatory GDPR training, which will be provided online and free of charge. Violations of these rules will lead to formal warnings. These are not just internal company standards — they are aligned with international regulations to which every employee must adhere without exception.

Confidentiality is not just a legal requirement — it's a core value. It protects our people, our brand, and our future. Respect it fully, and carry it with pride.

The use of personal mobile phones for reasons unrelated to your work duties is strictly prohibited Throughout your entire shift, your mobile phone must be kept out of sight and out of reach of customers — never in your pocket, never visible, and always in silent mode, stored in the designated drawer at the cash desk or in the backroom.

Mobile phones may only be used:
- for work-related tasks;
- for urgent communications with the central team;
- or when specifically instructed by the company. Yes, the central team may occasionally contact you via WhatsApp, but urgent matters will always be communicated through the store’s landline — which must be answered without exception.
Even when using your phone for legitimate work purposes, this must be done swiftly and discreetly. More complex or formal communications should always be handled via email.

If a customer enters the store, you are expected to immediately stop any mobile phone use — no exceptions. Sitting at the cash desk or elsewhere in the store scrolling through your phone during your shift is absolutely forbidden.

Personal phone calls are also not permitted during working hours on the sales floor. They are allowed only during your break, and always outside the customer-facing areas.

We are fully aware that this rule is challenging. We live in an era where we are all, to some extent, attached to our phones. Still, we ask each of you to make a conscious effort to limit phone use to the bare minimum, and only when work-related. Discipline is part of our shared commitment to excellence.

The landline phone must always be answered, unless you are physically unable to do so. When picking up, use the standard greeting: “Good morning/afternoon, Manebì (store name), this is (your name), how may I help you?”.
Professionalism, courtesy, and attentiveness are expected throughout the call. If you are unable to immediately resolve the issue, take the customer’s contact and get back to them once you have the needed information. Even a phone call is part of the customer experience — make it count.

Please note: the central team reserves the right to call the store at any time to ensure compliance with this standard. Repeated failure to respect these rules will result in a formal warning.

We count on each of you to lead by example. Let’s stay sharp, present, and professional — always.

When it comes to workplace breaks, the following rules apply — based on current labor regulations and company policy:
- employees are entitled to a break only if the work shift exceeds 6 hours. In that case, a minimum 10-minute break must be granted;
- the timing of the break is determined by the employer, and may be scheduled at any point during the shift, not necessarily after six hours of work;
- in cases where the shift includes a split day schedule (e.g., a lunch break), the employee is considered to have received their entitled break during that downtime;
- all breaks are unpaid, regardless of their nature or duration.
As a result, if your shift already includes a lunch break (whether or not it coincides with store closure, whether it lasts one hour or less), no additional breaks are permitted. For this reason, all team members are strongly encouraged to limit breaks to the absolute minimum, only when truly necessary. Breaks will not be paid.

Any absence — even brief — from your work station, such as running personal errands not directly related to your store duties, will be treated as time off and will be deducted from your available leave. If such absences are not communicated in advance, either verbally or via the end-of-day report, and you leave the store for personal reasons without informing anyone, a formal warning will be issued.
Let’s be clear: never hesitate to ask if you need to step out for 10, 20 minutes or more — as long as the store is properly covered, we will likely say yes. But it’s always better to ask and receive permission than to sneak out and get caught.
At Manebì, no one is working in a mine — and that’s not the work environment we envision either. But respecting schedules and breaks is not just about discipline — it’s about respecting your workplace, your teammates, and the shared responsibility we all carry for a smooth, successful store operation.

Let’s keep it fair, transparent, and team-focused.

Bringing personal items into the store’s sales area is strictly prohibited under all circumstances. This includes — but is not limited to — pillows, books, water bottles, headphones, Amazon packages, plants, exercise bikes (we love that you want to stay fit, but there are more appropriate places for that), and any kind of device unrelated to sales activity.

The introduction and use of personal items must be strictly limited to the stockroom and must never interfere with daily operations. Items such as reusable bottles, snacks, or any personal belongings must be kept exclusively in the backroom, never in the sales area — including the checkout counter.

We ask everyone to respect this simple yet essential rule, which helps preserve the sense of order and visual harmony we all work hard to maintain. Personal items also include mobile phones and non-uniform clothing, for which specific guidelines are provided in dedicated sections.

Failure to comply with this policy will lead to immediate formal disciplinary action. A clean, well-curated store is not just about aesthetics — it’s a reflection of who we are. Every item left out of place, every personal object in sight, chips away at the quality experience we strive to offer. Upholding these standards is a shared responsibility — a commitment to each other and to the brand we represent.

Let’s stay sharp, stay aligned, and take pride in the space we create — together.

While fully respecting the rules already outlined in the dedicated section – namely, the strict prohibition of mobile phone use during working hours, except when required for professional purposes or during scheduled breaks – all team members are encouraged to enjoy social media (Instagram, TikTok, Facebook, etc.) responsibly and in alignment with the brand’s identity and the professionalism of the workplace.

We are not here to dictate how you use your personal social media accounts – and we neither can nor want to. Your creativity and individuality are valued.

However, any content created in the workplace – which must only be done during personal breaks, not during work hours – and which takes place within store premises, or includes Manebì tags, mentions, or products, must reflect:
- full respect for the brand’s image and tone of voice;
- the seriousness and professionalism of your role;
- the atmosphere and standards of the store as a work environment.

This isn’t just about rules – it’s about team spirit and shared responsibility. When you post something linked to the brand, you represent all of us. You carry not just your personal image, but that of your colleagues, your store, and the entire Manebì community. For this reason, the company reserves the right to flag any content – on a case-by-case basis – that does not align with these principles and that might harm or misrepresent the brand.

Smoking is strictly prohibited in any area of the store, without exception. It is also forbidden to smoke at the entrance or directly in front of the store.

Leaving cigarette butts in front of the store is not permitted under any circumstance.

Likewise, leaving cigarette packs visible to customers – whether on counters, shelves, or any common area – is absolutely not allowed.

Let us be clear: this is not about judging personal choices, nor are we here to lecture anyone about the health implications of smoking.

This is simply about professionalism, respect for the workplace, and for the brand we represent together. These are basic standards that we expect from everyone on the team – a small but essential part of the shared responsibility we carry every day.

Any violation of these rules will result in a formal warning issued to the employee involved.

It is strictly forbidden to invite friends or family members to remain inside the store during working hours. Our retail locations are professional workspaces, just like an office is for headquarter staff.

Just as no one would bring friends to hang out in a corporate office, the same rule applies to the store: it is not a social space, but a place of work and customer service

We understand how comforting it can be to see a familiar face during a stressful day – and we value the strength that comes from the support of our loved ones. But let’s channel that energy where it belongs: into maintaining the brand’s standards of professionalism and focus. Think of it this way: when your shift ends, the joy of seeing your partner, friend, or family member will feel even more rewarding.

A brief greeting is always acceptable, but no extended visits are allowed during working hours. Should such visits occur, they will be considered unpaid breaks and will be deducted from your working hours – whether voluntarily disclosed or discovered by other means.

Extra caution is required when it comes to visits from children (your own or those of friends or relatives). While the rule applies universally, children present additional risks, including accidental damage to the store or to themselves.

Any damage caused by a friend or family member – child or adult – will be the direct responsibility of the employee involved.

Any violation of these rules will result in a formal warning issued to the employee.

Let’s respect our workplace and each other’s effort by keeping it focused, professional, and distraction-free. We’re all in this together, and by holding the same standards, we grow stronger as a team.

Let your friends and family be your cheerleaders – outside the store. In here, we’re teammates with a common goal: excellence.

It is strictly and absolutely forbidden to bring any kind of pet into the store – even for a brief moment.
The only animals allowed inside the store are those belonging to customers. However, under no circumstances is it permitted to offer them any kind of food or drink (including water) while inside the store. Doing so not only risks dirtying the sales floor, but may also make other customers uncomfortable or cause unintended issues.

These rules exist to maintain a professional, clean, and welcoming environment for all – customers, colleagues, and even the pets themselves.

Any violation of these rules will result in a formal warning issued to the employee concerned.

All seating elements within or outside the store – including ottomans, benches, and chairs – are exclusively reserved for customers. Sales staff are therefore not permitted to use them at any time.

Where available, the stool behind the cashier desk may be used for brief personal needs, but only when appropriate and in a way that does not interfere with service or the customer experience.

We know retail is demanding – you’re on your feet, moving fast, staying sharp. But that’s also what sets us apart: our presence, our energy, and our constant readiness to assist. Sitting down is a luxury we offer our customers – let’s keep it that way.

Professionalism is shown in the small details, and this is one of them.

It is strictly forbidden to bring or consume any kind of food or drink inside the sales area of the store—even something as simple as a coffee. All food and beverages (snacks, water, coffee, sandwiches, or any treats prepared by you or otherwise) must be consumed in the stockroom or outside the store, away from the sales floor and out of customers’ sight.

These rules are not meant to restrict your well-being—we all need to eat and stay hydrated—but to maintain the professional, clean, and welcoming environment our customers expect. Respecting these guidelines is a small sacrifice for the shared pride we have in our store and our team.

Any violation of these rules will result in a formal warning for the employee involved.

It is strictly forbidden to bring or consume any kind of food or drink inside the sales area of the store—even something as simple as a coffee.

All food and beverages (snacks, water, coffee, sandwiches, or any treats prepared by you or otherwise) must be consumed in the stockroom or outside the store, away from the sales floor and out of customers’ sight.

These rules are not meant to restrict your well-being—we all need to eat and stay hydrated—but to maintain the professional, clean, and welcoming environment our customers expect.

Respecting these guidelines is a small sacrifice for the shared pride we have in our store and our team.

Any violation of these rules will result in a formal warning for the employee involved.

Let’s keep the focus on providing an excellent customer experience, while taking care of ourselves responsibly behind the scenes.

The store uniform will be communicated via email as soon as it becomes physically available. Once received, wearing the official clothing is mandatory during every shift and on every working day — without exception.

Personal accessories or alterations to the uniform are strictly prohibited. The look is part of the brand. Uniformity reinforces identity, professionalism, and team spirit.

Any issue regarding the uniform — including temporary inability to wear it — must be immediately reported to the central team. Failure to comply with this rule will result in a formal disciplinary warning.

You represent Manebì — with your attitude, your service, and your style. Let the clothing speak the same language: one brand, one team.

All visual merchandising directives and store set-up rules are issued by Gabriele Giovannelli, our company’s Visual Merchandising Manager. It is his responsibility to develop and communicate the visual guidelines to each store. Therefore, these instructions must be strictly followed at all times, throughout the daily operations of the store.

Visual merchandising is not optional — it’s part of our identity. However, teamwork is also about open communication: within the timeline and in full respect of Gabriele’s directives, feel free to suggest improvements or adjustments based on space optimization or local customer preferences. We value your input, as long as it supports the brand's coherence and quality standards.

A well-curated window and an engaging in-store visual setup enhance the store’s image and directly impact sales performance. This isn’t just about aesthetics — it’s about results.

Your effort matters. Your commitment is seen. And your excellence will always be recognized. And please remember: Visual standards are based on detailed analysis — of store layout, available collections, and sales data. They are strategic tools that elevate performance, strengthen the brand across the retail network, and enrich the overall customer experience.

Make sure to regularly consult the dedicated Visual Merchandising Manual for detailed guidelines.

Disregard of these rules will not be tolerated. But when done right, your visual work speaks louder than words — and we’ll never stop applauding excellence.

While compliance with clothing requirements is mandatory, the company and brand reserve the right to define guidelines regarding the overall aesthetic that must be maintained and respected by all sales staff throughout their time at the workplace. Therefore, the following are strictly prohibited:
- any additional clothing accessories, e.g., belts;
- charms such as necklaces, earrings, rings, and bracelets that are excessively visible and colorful;
- hair accessories like headbands, clips, scrunchies that are overly conspicuous or heavy in style (e.g., with rhinestones, patterns, etc.);
- makeup in loud or flashy colors;
- nail colors and shapes that are not basic or neutral.
The meaning of “excessively colorful” can be subjective, so it is the responsibility and duty of the central team to evaluate case by case whether the brand’s aesthetic standards are upheld and reflected in every aspect of store life.

We are not here to limit your creativity, your sense of style, your taste, or your fashion sensitivity—nor to judge any of you on these matters. However, the realities of a brand with 21 stores require standardized rules to which all of us—both you and us—must adapt with good spirit and cooperation.

These rules are not just regulations; they’re part of what unites us and strengthens our team identity.

By presenting a consistent, professional image, we show our customers the pride and excellence behind the Manebì name. Let’s wear the brand with pride, respect, and unity—because we succeed as one team, representing one brand.

In line with the highest standards of visual merchandising, price tags displaying product codes and prices for the following categories:
- bags;
- beachwear;
- ready-to-wear;
must not be visible to the customer. Instead, they must be stored neatly and consistently inside the product itself. Let us be clear: this does not mean that prices should be inaccessible. On the contrary — while the price tags are not immediately visible, they must always remain easily retrievable both for the customer and for store staff.

Here are the category-specific guidelines:
- bags: the tag must be placed inside the bag, never hanging from the handle. If the bag includes an internal pocket, the tag must be stored inside it;
- ready-to-wear: the tag must be attached to the inner label and hidden from view. Please pay special attention to pants, as folded or hung pairs can easily reveal hanging tags — this must be avoided at all times;
- men's swimwear: the tag must be attached to the inner label and kept out of sight;
- women's swimwear: the tag must be attached to the strap facing the wall or less visible side.

This practice is more than just compliance — it’s about respecting the visual harmony of our stores, enhancing the customer experience, and reflecting the elevated identity of our brand. A clean and elegant presentation tells a story of precision, care, and pride in what we do.
Ongoing failure to comply with these rules will result in formal disciplinary action.

Remember: small details make a big difference. Visual consistency is everyone’s responsibility — and it’s also a powerful expression of our team spirit and shared commitment to excellence.

The posting of any signs, handwritten notes, or printed messages in the store windows or anywhere else in the store is strictly forbidden without explicit written authorization from the central team. This rule applies under all circumstances, including emergencies. Even in the event of an unexpected closure, you are not permitted to display self-made notes or messages — including those showing your personal phone number or contact information.

Every communication intended for the customer must be requested from the central team, whether urgent or not. The team will promptly provide official, brand-compliant materials to ensure consistency and professionalism in all customer-facing messaging.

Failure to comply with this policy will result in immediate formal disciplinary action. Maintaining a clean, curated, and professional visual identity is not just about aesthetics — it's about respect. Respect for the brand, for your colleagues, and most importantly, for the customers who walk through our doors. Consistency and clarity in communication build trust, and trust drives loyalty.

Let’s work together to ensure every detail of our stores reflects the excellence we stand for — as individuals and as a team.

Music, played via the Spotify app connected to Sonos, must be kept on throughout the entire store opening hours. The volume should be set to be just audible outside the store, but never interfere with the sales activity or the conversations between customers and sales assistants.

The following music genres are strictly prohibited: rap, trap, hip hop, jazz, rock (and derivatives), house, and excessively club-style music. If specific playlists or compilations are created, they will be promptly communicated.

This rule is not just about sound — it’s about creating the right atmosphere that reflects the energy, style, and spirit of Manebì. By maintaining a consistent and appropriate musical environment, we enhance the customer experience and strengthen our team identity.

Let’s keep the vibe alive, positive, and on-brand—because together, we make every season feel like a party worth remembering.

Maintaining a consistent scent throughout the entire sales area of each store is extremely important. A pleasant fragrance not only masks the natural smell of jute-soled footwear—which is notoriously strong—but also serves as a key branding element that standardizes and elevates the customer experience.

Each store is therefore equipped with an adequate number of diffusers and spray dispensers matching the selected fragrance. Diffusers must be placed so they are never visible to customers. It is the responsibility of every employee to use the spray dispensers at regular intervals. Since these materials are not inventoried through the Shopify warehouse system, it is the duty of each employee to promptly notify the central team of any need for restocking these products to ensure a consistent and adequate scent throughout the store at all times.

This is more than just a scent — it’s part of the Manebì experience that sets us apart and delights our customers. By taking ownership of this detail, we all contribute to a welcoming and memorable environment.

Let’s work together to keep our stores smelling as fresh and inviting as the brand we proudly represent.

Running a successful store requires flawless organization of shifts to ensure maximum customer service and coverage — especially during peak hours — while also ensuring fair and adequate rest for every team member.

Shifts and any subsequent changes (due to updated store hours or specific operational needs) must be shared with and approved by the central team. This ensures that at any given time, there is complete clarity on who is present in the store. A clear and jointly managed schedule is a key element of being organized, efficient, and fully aligned throughout the season. Moreover, the central team must always know who is in store.

Any absence during your scheduled shift must be communicated to the central team and properly reported in the monthly attendance report. Failure to notify and record an absence will result in that time being classified as personal leave.

Any extra hours — whether recurring or occasional — must be communicated in advance or immediately to the central team and officially approved. Both extra hours and leave must be communicated via email to the entire central team to ensure proper tracking and inclusion in monthly reports.

While the internal management of shifts is in your hands, and we trust your ability to collaborate and organize effectively, this responsibility comes with the expectation of full accountability and transparency.

A great team runs like a well-oiled machine — each person in the right place at the right time, moving together with precision. Your commitment to respecting and communicating schedules isn’t just about logistics — it’s about respect for each other’s time, for the customer, and for the shared mission that drives us.

When we’re all present, aligned, and accountable, success is just a matter of rhythm. Let’s keep the gears turning — together.

Every team member must accurately record their attendance, absences, and leave requests on the designated portal, as per the provided instructions. For any questions regarding credentials or platform use, please contact Francesca, or if needed, the HR representative Stefania Bregolin at info@sangiorgioconsulting.com.

Any overtime hours must be fully justified with your central team supervisor, and all absences (including medical leave with a doctor’s certificate), permissions, and vacations must be communicated via email.

Every employee has the right to enjoy leave and permissions, within contractual limits and, with authorization, even beyond accrued entitlement during their employment. If you plan to take leave or permissions, we ask that you organize internally to always guarantee store operations, showing the utmost flexibility and mutual support. Additionally, inform the central team well in advance and ensure it is properly recorded in the attendance report.

These rules are essential—not to restrict, but to ensure smooth operations and fairness for everyone. By respecting them, we build a stronger, more reliable team that supports each other and delivers excellence every day.

Let’s stay disciplined, communicate clearly, and work as one team to keep Manebì thriving!

The official store hours—clearly displayed in the shop window and online—indicate the times the store is open to the public, not the working hours of staff. These opening hours must be respected at all times, without exception. Any adjustments (e.g. closing 10 minutes early) are strictly prohibited unless explicitly authorized by the central team and justified by an urgent and non-deferrable reason.

If the store is scheduled to open from 10:00 to 23:00, it must remain open to the public exactly within those hours. If customers are still shopping near closing time, sales activities should continue until they are completed, ideally ending with a successful purchase—even if this means staying slightly past official hours. Sales staff are expected to arrive before opening time to fully prepare the store (and themselves) for the day, and to remain after closing time for end-of-day tasks such as cash handling, tidying, and cleaning (if not done in the morning).

Early closures, even by a few minutes, to begin these tasks are not acceptable.

Any changes to store hours must be coordinated in advance with the central team to allow for timely updates on Google and the physical stickers/signage at each location. Additionally, each store must communicate its internal shift schedule (and any changes) to the central team so that the current in-store personnel is always known and traceable.

Any failure to comply with these rules—particularly any late openings or early closures not communicated or justified—will result in immediate formal disciplinary action. Such behavior directly compromises our service level and the brand’s reliability in the eyes of our customers.

We trust every team member to contribute to a professional, punctual, and customer-first environment. Let’s respect the structure we work within—because consistency builds trust, and trust builds success.

Together, let’s be sharp, reliable, and unstoppable.

Every item available for sale in the store must be clearly labeled with its retail price. This is not only a legal obligation — it is a key part of offering a transparent, frictionless customer experience.
Let’s be clear: when a customer is forced to ask for a price, we create a barrier. When prices are visible and clear, we remove that barrier — we invite the customer to explore, understand, and feel at ease. And that’s what a great retail experience is built on.
You are each responsible for ensuring that every product is properly priced according to the following rules.

SHOES
- each sales assistant is responsible for labeling every displayed shoe using the Dymo label printer;
- labels must include both the 5-digit product code (e.g., K15C0) and the price in €;
- use transparent tape, font size 12, and no underlining;
- apply the label to the inside of the right shoe only (never both). For open sandals, apply the label directly on the inner sole.

BEACHWEAR
- products should already arrive pre-priced;
- if not, label them using the Dymo with the price in €;
- use transparent tape, font size 12, no underlining;
- apply the label directly to the product tag.

READY-TO-WEAR
- products should already arrive pre-priced;
- if not, label them using the Dymo with the price in €;
- use transparent tape, font size 12, no underlining;
- apply the label directly to the product tag.

BAGS
- products should already arrive pre-priced;
- if not, label them using the Dymo with the price in €;
- use transparent tape, font size 12, no underlining;
- apply the label to the , and place the tag inside the bag, preferably in the inner pocket.

Important: Labels must always be printed on transparent tape only. If you run out of supplies, immediately inform the central team, who will arrange for a restock.

Exceptions
For visual merchandising purposes, the following categories are excluded from visible price tags:
- sunglasses;
- bracelets;
- necklaces
In these case, prices are communicated verbally to the clients.

Let’s not forget: a properly priced store helps you, not just the customer. It makes interactions easier, increases trust, and can even boost conversions. Customers appreciate independence — and when they feel at ease, they’re far more likely to engage and purchase.

Persistent non-compliance with these rules will result in formal disciplinary action.

This is about standards. This is about professionalism. But most importantly, this is about creating a store environment where everyone — staff and customers alike — can thrive.

We ask every team member to maintain the highest level of accuracy and attention to detail when managing the daily accounting of their store. This includes correctly recording all revenues (broken down by payment method and receipt type), expenses, invoices, tax-free transactions, deposits, and any other relevant notes.

Accounting must be reported daily via the designated Google Drive shared between each store and the Finance, Administration & Control Team (Claudia d’Uva and Marina Serra). The team thanks you in advance for your precision and consistency, and for submitting this information promptly at the end of each workday.
For any urgent issues regarding the report—if truly not deferrable to the following day—please contact the above-mentioned team directly. Otherwise, kindly send a formal email notification and commit to resolving the matter first thing the next day. Before reaching out for assistance, team members are expected to first consult the appropriate resources:
- Shopify POS manual (section on fiscal closure);
- Store Accounting Instructions Manual.
These documents are designed to provide answers and clarity. Please make it a habit to check them before requesting support from the central team.

Repeated errors or inaccuracies in accounting will result in formal disciplinary action for the responsible staff member.

Let’s treat store accounting not just as a duty, but as a tool that empowers us to measure, improve, and celebrate success together. Order and precision in numbers mean transparency, trust, and growth—for the store, for the brand, and for each of us.

Let’s stay sharp, accurate, and proud of the results we build together.

Cash accumulated in-store must be regularly deposited at the nearest authorized ATM (based on the deposit card assigned to your store). The designated team member responsible for making the deposit—previously communicated and confirmed with the central team—must log the completed deposit in the appropriate report and keep the deposit receipt at the store as proof.

Excessive amounts of cash should never be kept in the store. We believe it’s a shared understanding that no one wants the burden of being responsible for large sums of money that aren’t their own. The more frequently deposits are made, the fewer worries we carry—simple as that.

All team members must ensure maximum accuracy during the end-of-day cash count. Always distinguish clearly between:
- current day’s cash balance;
- cash already deposited;
- expenses incurred;
- opening cash float.
At any point during the season, the physical cash in the drawer must match exactly what is recorded in the store's accounting records.

Also, please exercise extreme care when giving change to customers. Any discrepancies or shortages in the register will be the responsibility of the sales associate on duty.

This process is not just about compliance—it’s about protecting each other and ensuring the store runs smoothly and transparently. Keeping our finances in order gives us peace of mind, builds trust with the brand, and helps us all focus on what really matters: creating a great experience for our customers, and a proud, united team behind the scenes.

Let’s keep it clean, clear, and under control—together.

When new merchandise arrives—be it a restock or replenishment—every sales associate is required to verify the physical contents of the shipment against the DDT (Delivery Note), whether it is included in paper format with the shipment or received via email at the store's address.

We know the arrival of new items is always exciting (and rightly so!). We don’t want to take away the joy of discovering what’s inside each box. But we must approach it with discipline—excitement without structure leads to chaos.
Here’s what to keep in mind:
- If no paper DDT is enclosed, or the delivery is partial, (e.g., 3 out of 5 boxes delivered, and the DDT is attached to a box not yet received), remember:
--> a digital DDT is automatically sent to the store's email, showing the full reference of the shipment (what was prepared, shipped, and is on its way);
--> each box has a label on the side with the restock reference number, making it easy to match the shipment to the correct DDT, whether printed or digital;
--> the DDT—digital or paper—includes a list of all shipped items, their quantities, and the number of boxes the shipment consists of. This helps you verify whether the delivery is complete or if additional boxes are still on the way

Receiving DDTs via email also allows the team to anticipate restocks and prepare for possible customer requests. This is a strategic tool—use it wisely

If there are any discrepancies between the DDT and the physical shipment, they must be reported immediately to the central team. They will adjust the inventory on Shopify accordingly (as all restocks are automatically uploaded based on the DDT details).

⚠️ Failure to properly check DDTs or to report discrepancies will lead to a formal written warning.

What about returns to warehouse or transfer between stores? Stay always sharp, stay synced. If a return to the warehouse or a transfer to another store needs to be organized (after agreement with the central team), the staff must:
- create a complete list of items to be returned or transferred using the Numbers application;
- send the list via email to the central team, who will coordinate pickup and shipment—including sending the shipping label (LDV) to the store’s email;
- the central team will manage the virtual inventory update on Shopify POS.

Store personnel are not permitted to manually adjust inventory in Shopify POS (e.g., by creating zero-price sales with comments like “sent to store XX”). Clear processes = fewer mistakes = less stress. Let's handle every delivery and return with care and consistency—it’s how we protect the store, the team, and the brand we proudly represent.

Every detail matters. Let’s own it—together.

The stockroom—and everything stored within it—is the beating heart of the store’s operations. Any deficiency or mismanagement here will immediately and inevitably impact store performance. A well-organized stockroom is not just functional—it’s empowering. It sets the tone for smooth daily operations and builds the foundation for excellence.

While we acknowledge that the timing and content of restocks are managed centrally (and therefore largely outside of your direct control), how we manage and organize stock locally is 100% in our hands. A well-structured stockroom enables prompt responses to central team requests—whether for returns, transfers, rotations, or inventory audits—and makes everyone's job easier.

We are delegating stockroom organization to each store’s in-store staff. Please review and adopt the following operational guidelines, especially with regard to the footwear category, which is the most space-consuming and organization-sensitive. These rules are the result of years of experience and hundreds of stores set up from scratch.

GENERAL RULES FOR SHOES STORAGE
All shoe boxes must be stored exclusively in the designated stockroom area (whether that’s a room, closet, or storage cabinet).
❌ No shoe boxes (full or empty) are allowed in the sales area under any circumstances. If there is excess stock with no room left in the stockroom, you must immediately alert the central team to evaluate a possible return or stock rotation.
Every team member must be aware of the stockroom’s maximum capacity in terms of shoe boxes and communicate this clearly to the central team, as it is crucial for both buying and merchandising planning.

SHOE ORGANIZATION CRITERIA (RECOMMENDED BUT STRONGLY ENCOURAGED)
Organize shoes by: Gender → Silhouette → Material → Color (alphabetical by code) → Size
In practice:
➤ during restock arrivals, identify which boxes contain shoes using the DDT;
➤ open all shoe boxes and lay them out across the store floor by code;
➤ boxes should be placed vertically on their short side, with the label facing up for easy reading, and already sorted by size
➤ begin organizing by Gender
(e.g., start with Men's);
➤ choose a Silhouette, determined by the 4th and 5th letters of the code (e.g., “C0” = men’s slipper);
➤ start with silhouettes that have more units or require more space;
➤ sort by Material (e.g.,
suede, hemp, raffia, embroidery). Materials are grouped into “families” (e.g., suede = hamptons family);
➤ on shelves, organize shoes alphabetically by code within each material and silhouette. Example: K10C0 → K11C0 → K13C0 → M28C0 → M29C0 etc.;
➤ stack shoes of the same style by size (smallest to largest). Example: from size 39 to 47 (Men’s) or 35 to 42 (Women’s);
➤ once all suede C0 styles are shelved in one clear zone, move on to the next material (e.g., hemp = havana family), and repeat;
➤ Keep each silhouette group
consolidated in one clearly defined shelf area. If the shelf space is insufficient, reorganize as needed immediately or mid-season—to maintain order;
➤ after completing all men's
silhouettes, proceed to Women’s, using the same logic where applicable. (Note: silhouette Y0 may require a simplified alphabetical organization due to
format constraints).

🚫 Shoes must never be stored outside of their boxes. This practice provides no benefit and risks damaging the product. You are expected to know the codes (or refer to printed tags inside the shoes). Shoes left out deteriorate over time—and we do not sell damaged goods.

Why this organization method matters? This organization method:
- facilitates quick and accurate product retrieval;
- helps identify size gaps at a glance;
- standardizes how every store operates;
- ensures any team member can work efficiently across different locations.
Apply this structure thoroughly, and every store’s stockroom will speak the same language. If a team member from Store X moves to Store Y, there will be no confusion—because organization builds consistency.

OTHER CATEGORIES
Due to space differences between stores, we provide simplified guidelines:
- Apparel & Swimwear: use drawers or storage bins. Always keep barcodes/codes visible and garments folded neatly to avoid excessive creasing. Request any necessary organizers from the central team;
- Small Sccessories: store inside the checkout counter’s internal shelves;
- Bags & Hats: use the top shelves of the stockroom. Keep items inside polybags to protect from dust;
- Shoppers: store partially under the counter and partially in the stockroom.
If your store has cabinets instead of drawers beneath display shelves, these may be used for shoes, apparel, or swimwear, as needed.

**************************************************************

These rules—especially for footwear—are built on countless hours of hands-on experience, redesigns, and optimizations by yours truly, Paolo & team.
Trust us: the effort you put in up front will pay off in speed, clarity, efficiency, and peace of mind.

Let’s build systems that empower us—not slow us down. Order is strength. Own your space. Own your store.

At any given time, with proper notice, staff members at each store location may be required to carry out a full or partial inventory of all items available for sale on the shop floor. These requests serve the purpose of aligning the physical stock (i.e., what’s actually in the store) with the virtual inventory in Shopify POS and/or responding to broader operational needs concerning optimal stock management across all retail locations.

If and when inventory is requested, it must be carried out according to the following key procedures:
- all inventories must be conducted digitally using the Numbers application, which is available on every iPad provided to the store. If the application is not installed, it must be downloaded immediately;
- for all items with barcodes (the same used to process sales via Shopify POS), inventories must be compiled using the infrared scanner each store is equipped with. Any technical issue or missing equipment must be reported immediately to the central team so that replacements can be arranged without delay. Once connected to the iPad, position the cursor in the top-left cell of a Numbers spreadsheet and begin scanning—each scan will automatically populate the next line;
- Inventory must be split into the following six clearly defined categories, with each category organized into a separate Numbers file:
--> Shoes (both women’s and men’s)
--> Apparel (both women’s and men’s);
--> Swimwear (both women’s and men’s);
--> Manebí bags (raffia, canvas bags, and travel totes);
-- >Manebí accessories (belts, hats, keychains);
--> Third-party brands (LGF, Guanabana, Kopajos, etc.).
Follow this order precisely to maintain uniformity across all stores.
- items missing a barcode (typically due to lost tags) must be matched with their correct product codes via Shopify POS, our website, or by requesting assistance from the central team. Under no circumstances are vague, improvised, or arbitrary product descriptions acceptable;
- the same rule applies to items known to lack tags and barcodes entirely, such as bracelets and necklaces from Guanabana or Marie Laure Chamorel. Codes must be retrieved or requested as above—no exceptions.

When an inventory is requested, you will also receive a clear deadline for submitting the completed files via email. It is your responsibility as store staff to self-organize and complete the task by the assigned date, in alignment with daily store operations. Two important clarifications:
- if additional time is needed to perform the inventory without impacting sales activity, you are permitted to stay after closing or arrive before opening. These extra hours must be communicated and justified to the central team and recorded in your attendance report to ensure proper recognition and compensation;
- if sales occur between the inventory date and the submission date, you must either update the inventory accordingly or clearly indicate which items should be deducted from the reported stock. In doing so, specify the date on which the inventory was completed and the time span of sales that followed. This is exactly why organizing inventories by category (as per point 3) is so important—it allows you to send completed sections progressively, minimizing discrepancies and confusion.

We know that doing inventory may not be the most exciting part of your role—but it’s part of the job. We’ll do our best to limit these requests and to align them with your operational workload (though we don’t always have full visibility from the office). Inventories are often triggered by inconsistencies in Shopify POS—your accuracy and commitment help us solve these issues and keep the business running smoothly.

Let's tackle them as a team, with precision and purpose.

In-store policies differ from our online store: under no circumstances is it permitted to process a product return with a refund in cash or by card—regardless of whether the item was purchased at that same store, another store, or via the website. To avoid misunderstandings, it is essential that staff remind customers of this policy at the time of purchase and payment. This condition is also clearly stated on the receipt.

Cash refunds are only available for purchases made through the website (manebi.com), and even then, the customer must follow the official online return procedure detailed on the site. Only in very limited and exceptional cases may a refund be considered:
- a defective product that cannot be replaced;
- an item paid for in-store but shipped from the central warehouse with significant delay;
- any other rare case discussed and approved with the central team.
In all such cases, it is strictly mandatory to obtain prior authorization from the central team before approving a refund. Please consult the Shopify POS manual for the correct procedure to process a refund, whether in cash or via digital means. Even in these rare situations, you should always attempt a product exchange first, with the utmost professionalism and courtesy.
Refunds should be processed as follows:
- if the customer paid in cash: cancel the order in Shopify and refund the same amount in cash;
- if the payment was made via SumUp: cancel the order in Shopify and refund the transaction directly through the SumUp app;
- if payment was made by other electronic means, if too much time has passed to process a refund via SumUp, or if the item was purchased at a different location (and therefore processed on a different SumUp device): cancel the order in Shopify and the refund will be issued via bank transfer by the central administration team (only after collecting the necessary customer banking details).

From an accounting standpoint, all in-store returns and refunds must be reported in the monthly report, and prior authorization from the central team remains absolutely required for any refund.

About Exchanges: Let’s Be Clear, Let’s Be Fair.
According to European law (Legislative Decree 2 February 2002, No. 24), a product exchange is legally required only in case of a “lack of conformity” between the product and the contract (i.e., a defect). However, exchanges are still possible if and only if all the following conditions are met:
- the item was purchased at the same store or another store within the same country (e.g., exchanges are allowed between two stores in Italy, Spain, or France—but not between countries due to fiscal regulations);
- the item was purchased on the Manebì website and the exchange is requested in a store located in Italy. Exchanges are not allowed in non-Italian stores for online purchases;
- the item has never been worn, other than being tried on;
- the item is in excellent condition, like new;
- the item includes its original packaging. While many vacation-area customers decline the shoebox, it must at least be returned in the original branded shopper with its dust bag or protective pouch;
- the item is accompanied by the original receipt. If the customer is registered, the order can still be retrieved—this is why registering customers is so important.
The reason for exchange can vary: wrong size, defect (as per the above-mentioned law), or simply a change of mind regarding the style.
Exchanges must be made at equal value. If the new item costs more, the customer must pay the difference.

Timing and Deadlines for Exchanges
- for items purchased online and exchanged in-store: exchanges must occur within 14 days of receipt, in line with EU distance selling regulations;
- for items purchased in-store2 months, and in rare cases even up to 2 years in the presence of a manufacturing defect. In any case, the conditions listed above always apply. A thorough evaluation must be conducted to assess whether the issue is intrinsic to the product (which may justify a refund) or caused by improper use (which does not).

If you are ever unsure, contact the central team before acting. If you need time to evaluate the situation, you may politely ask the customer to email us directly at support@manebigroup.com. This helps avoid unnecessary disputes and keeps store operations running smoothly—particularly important when other customers are present.

Managing Returned Stock
Any exchanged item left in-store that originated from an online order may be placed back on sale. If it’s a one-off item not part of your store’s merchandising plan, it will be returned to the Sinergia warehouse at the next available opportunity (to be coordinated with the central team).

Let’s stay sharp, work together, and remember: clarity, consistency, and customer care go hand in hand. Every team member plays a role in upholding our brand’s standards—let’s keep doing it with integrity and focus.

It is the responsibility of store staff to promptly report and communicate to the central team any products or items that show inherent production or manufacturing defects that could compromise their sale.

You are not expected to perform a detailed quality check of every single item upon receipt—this is not your role. However, it is normal and expected that, during day-to-day store operations, defective items may be noticed. In such cases, it is mandatory to notify the central team immediately, providing clear photos to help assess the issue and decide on next steps.

There are three main scenarios:
- Minor Defect – Still Sellable: the item shows a slight defect that does not significantly impair its sellability. In this case, the item stays in-store, and the central team will define an agreed discount percentage under which it may be sold—always with the customer’s awareness and consent regarding the defect;
- Major Defect – Difficult to Sell: the item has a significant flaw that makes it very difficult to sell in-store. It should be set aside for the physical Sample Sale, where goods are sold with a minimum 50% discount. It will be returned to Sinergia at the first available opportunity, clearly labeled “Sample Sale merchandise”;
- Critical Defect – Unsellable: the item has a defect so severe that it cannot be sold under any circumstances. Depending on the supplier agreements and the product type, you may be asked to either return it to Sinergia, for processing with the supplier (replacement, repair, or refund) or dispose of it locally, using the appropriate procedure.

For ready-to-wear items, even in the case of major defects, local repair options must be evaluated before returning the item to Sinergia.Whenever you’re unsure, don’t hesitate to ask the central team. We are here to support you, and it’s always better to check than to make assumptions.

Important Reminders for Defective Items Management
- any item intended for the Sample Sale must be returned to Sinergia clearly labeled “Sample Sale 2025”;
- all defective items sent back to Sinergia must be reported to the central team in order to update and deduct the product from the Shopify POS virtual inventory, just like with any other return or removal from stock.

Let’s stay attentive and proactive—your attention to detail, team communication, and good judgment help protect our standards and keep our operations running smoothly. Every store is part of a bigger system, and your work matters. Let’s keep doing it right, together.

Every sales associate is required to use all provided materials in accordance with the specific guidelines and instructions shared by the central team from time to time.
The materials provided may include:
- Packaging
--> Branded shoppers
--> Coated linen bags for beachwear
--> Small envelopes for receipts / bracelets / charms
--> Branded tissue paper
--> Branded sealing stickers
--> Branded ribbon
- Marketing Materials
--> Flyers
--> Promotional gifts
--> Business cards
It is mandatory to strictly follow the instructions given for the use of all materials—this includes, but is not limited to, the orientation of the tissue paper, the positioning of the sealing stickers, and how items are wrapped and presented.

These elements, while small, are powerful touchpoints for our brand. Presentation matters. It is part of the experience we offer and reflects our identity.

Stock Management of Branding Materials
Since these materials are not tracked in the Shopify inventory, each team member is personally responsible for monitoring their stock levels regularly. As soon as you notice quantities running low, it is your responsibility to promptly notify the central team, well in advance, to avoid shortages. Running out of materials is not an option—our brand image must never be compromised.

We Are Brand Ambassadors
Every detail counts. How we present our products is just as important as the products themselves. Maintaining consistency and care in packaging is not only a matter of pride, but also of professionalism and team alignment. Let’s keep our standards high, let’s do it together.

Any damage caused to the store by an employee will be the sole responsibility of that individual. This will result in a formal warning and a financial penalty equal to the value of the damage.

We urge everyone to act with the utmost attention and care, avoiding not only direct damage but also any harm that could arise from careless or negligent behavior. Prevention starts with awareness.

Every team member is expected to promptly report any signs of wear, deterioration, or potential hazards within the store structure or its equipment. Identifying and communicating risks early is a shared duty—one that protects all of us: your colleagues, the business, and our customers.

We succeed as a team. That means taking pride in our workplace and holding ourselves—and each other—to high standards of responsibility and respect.

Welcoming customers into a spotless store is not just about aesthetics—it's about pride, professionalism, and respect for the brand and for each other. Every store must be kept in excellent condition at all times, both in terms of cleanliness and organization. This responsibility extends beyond the physical space: it includes the team working inside it.

Displays must be consistently reset and aligned according to brand guidelines (e.g., shoes properly lined up, hangers evenly spaced). But order alone is not enough. Cleaning is not limited to opening and closing shifts—it must be carried out throughout the day, whenever possible. In practice, this includes but is not limited to:
- Dusting shelves and surfaces
- Cleaning mirrors and window displays
- Wiping down glass cases
- Sweeping and/or washing the floor
- Tidying fitting room curtains
- Cleaning inside shelves and drawers
- Keeping the stockroom clean and organized
- Maintaining cleanliness of the area outside the storefront, where applicable
- Disposing of waste materials (e.g., boxes, cartons, polybags) as quickly as possible.

Any time not occupied with clients, restocking, or central team requests must be proactively used to maintain store cleanliness.

We’re not asking you to turn into Cinderella (and we hope you're too busy with sales for that!), but a clean, well-kept store speaks volumes—for the brand and for those who work in it. We want Manebì to feel like your second home during the summer season. So take care of it as such.

Main cleaning routines must be carried out either after closing (once the store is no longer open to the public) or before opening (with doors closed, prior to store hours).

Let’s keep the standard high—together.

It is absolutely essential, at all times during store operations, to maintain a clear separation between the sales floor and all staff-only areas—primarily the stockroom and the cash desk area. These zones are strictly off-limits to anyone who is not a member of staff, including customers.
To ensure this standard is upheld, please adhere to the following:
- the stockroom door must remain closed at all times during the business day. Under no circumstances should the contents of the stockroom be visible to customers. This is a matter of both professionalism and discretion;
- the stockroom must be kept in impeccable order and cleanliness—this is not just about appearance, but about enabling efficient and effective operations on the shop floor. A tidy back-end is a critical part of successful sales;
- the area behind the cash desk, which serves as storage for essential materials (such as tissue paper, shopping bags, tape, stationery, etc.), must also be maintained in perfect order. This area is often visible to customers and represents the brand just as much as the front-facing space. Loose or exposed wires must be neatly gathered and hidden—not only for aesthetic reasons but also for workplace safety;
- cleanliness and order apply to every internal space in the store, including staff restrooms. Even if not officially open to the public, these facilities may occasionally be requested by customers. In such cases, maintaining a high standard of cleanliness ensures we remain professional and prepared.

In addition, in line with Manebì’s philosophy of environmental responsibility, all staff are expected to act with full awareness and care for the environment throughout their time in the workplace—and ideally, even beyond it.This includes the proper and consistent use of waste separation systems, in accordance with the local recycling and disposal regulations in effect at each location.

Any failure to comply with these guidelines—unless clearly communicated and justifiably explained in advance—will result in a formal warning.

This is not just about following rules. It’s about respect—for your teammates, your work environment, and the customer experience. A well-kept store is a reflection of a strong, unified team. Let’s lead by example.