FAQ

Q: How do I exchange my shoes?

A: We will gladly exchange any pairs of shoes that do not fit - after all, Cinderella's slippers were not a right fit either when she lost it at the ball. Your shoes may only be exchanged for the same product you purchased within 7 days of delivery. If the same design and colour is sold out in your preferred size, a store credit will be given instead. All customers must send out a photo of the condition of the shoes, before an exchange is approved. An exchange will not be approved when shoes appear to be damaged or defected due to the negligence of the customer. Unfortunately, we are unable to offer refunds and returns for any other reasons, or other products such as our accessories.

Q: My exchange request was denied after I sent it to Anna Nucci Italy's headquarters, how can I get it back?

A: Should ineligible item(s) be returned, we reserve the right to reject your exchange and the shipping charges to send the item(s) back to you will be borne by you. To prevent this from happening, please wait patiently for our reply once your exchange request has been sent - it should take no longer than 3 working days.

Q: Help! My promo code doesn't seem to be working.

A: We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that there might also be some terms and conditions with the promo code, so please read the fine print e.g. only eligible for first-time customers, date of validity etc. Promo codes are also not stackable - the only exception is if you have received a store credit from us and are also using a promo code, kindly drop us an e-mail and allow us to assist you from there.

Q: Do you provide customization services?

A: No, we don't.

Q: Do you provide repair services?

A: Repair services are assessed on a case-by-case basis.

Q: Will you be restocking my favourite pair of shoes anytime soon?

A: It depends on stock availability. If you need to reserve a pair, please contact us to enquire!

Q: Are the prices reflected at this online store the same as your retail stores?

A: No, the prices are not the same as our stores might be running retail-exclusive sales promotions.

Q: I've received a defective/incorrect item. What should I do?

A: It is highly unlikely that you would receive a defective item as we check - and double-check - your products before sending them out. In the event that it happens, send us a photo and we'll see how we could assist you from there. However, an incorrect item might be possible because we are humans too, and if this happens, we will arrange for your item to be returned and we will ship the right products to you. Anna Nucci Italy reserves the rights to do an exchange by way of another item(s) of a similar value or providing store credit when stocks are unavailable.

Q: Can I cancel/amend my order?

A: No. Once an order has been placed, we do our best to ensure that it is processed as quickly as possible. Thus, it is highly advisable that you check your order thoroughly before you confirm it.

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