F.A.Q.

ORDERS

How do I forward an order?

Here is a step-by-step guide on how to proceed with your purchase:

1. Product and Options Selection: On the product page, select your preferred color and, if applicable, the handle or strap length.

After making your selections, click on "Add to Cart" to place the product in your cart.

2. Cart: If you don't have any other items to purchase, click on "Cart" or a similar button to view the contents of your cart.

3. Checkout: At this stage, you should see an option such as "Checkout" within the cart. Click on it to proceed to the checkout.

4. Shipping and Payment Method Selection: Select the shipping method you prefer from the available options.

Then, choose the payment method you wish to use, such as credit card, PayPal, bank transfer, etc.

5. Discount Code: If you have a discount code, enter it in the dedicated box labeled "Discount Code" or similar. This will enable you to get a discount on your purchase.

6. Shipping and Payment Details: Enter your shipping details, such as your delivery address.

On the next page, enter the details related to the chosen payment method.

7. Review and Payment: Carefully check that all the entered information is correct. Once you've verified the information, click on "Proceed to Payment" or a similar button to finalize the order.

8. Order Confirmation: After completing the purchase, you should receive a confirmation email with the details of the order. This email will confirm that your order has been received.

9. Shipping Notification: When your order is shipped, you will receive a new email notification from the courier with the tracking number.

If you encounter any issues during the purchasing process or have any questions, please feel free to contact customer service at the provided email address (hello@sofianardi.com). They will be happy to assist you.

How can I pay?

Here is an overview of the available payment options:

1. Credit Card: Customers can make purchases using major credit cards such as Visa, MasterCard, American Express, etc. This is often a common and convenient option. 

2. Bank Transfer: For those who prefer bank transfers, this option can be used to make payment directly from their bank account. 

3. PayPal: PayPal is a widely used online payment service. It allows customers to make secure payments using their PayPal account or a linked card. 

4. Apple Pay: Apple device users can utilize Apple Pay, a secure and convenient payment method that enables payments using an Apple device. 

5. Google Pay: Google Pay is a mobile payment service that provides a cashless alternative for purchases. It is available for Android device users. 

6. Shop Pay: Shop Pay is a fast and secure payment service offered by Shopify, often used to streamline the purchasing process on websites utilizing this platform.

How can I request the invoice for my purchase?

To request the invoice, please contact Customer Service at the email hello@sofianardi.com, attaching personal information and the order number.

What is a pre-order?

Here is a summary of how the pre-order process works on your website:

  • Pre-Order Definition: A pre-order allows customers to reserve an item that is not yet available for sale but will be in the future. This is useful to ensure customers get the desired item as soon as it becomes available. Indicative
  • Delivery Date: Each pre-order has an indicative delivery date that gives customers an approximate idea of when the item will be available for shipping.
  • Split Shipping: If a customer places an order that includes both available products and pre-ordered items, the products will be shipped at different times. This means that the available items will be sent immediately, while the pre-ordered items will be shipped when they become available.
  • Shipping Notification: For each shipped item, the customer will receive a confirmation email. This allows customers to track the shipping process and know when they will receive each item.
How can I check the order status?

You can check your order status and track delivery at any time from your account or through the order confirmation email. For shipment tracking, please refer to the email received from the courier upon confirmation of the item's shipment.

When can I use the welcome code?

The welcome discount code for the first purchase is applicable to all items in the shop, except for the shoulder straps.

PRODUCTS

Search for an item on sofianardi.com

To easily browse the catalog, select a category from the navigation menu. If you are looking for a product with specific features, use the available filters.

Technical information about the models

Inside the product sheet, you will find all the technical specifications (dimensions, color, leather type, accessories, usage tips) within the tabs.

If you still have any doubts, please contact Customer Care.

Materials and production

sofianardi.com uses full-grain calf leather.

The production of sofianardi.com items takes place entirely in Italy. Materials and accessories (such as hardware and threads) are 100% Made in Italy.

Protecting and cleaning leather

Here is a summary of the key points:

  1. Dust and Dirt Protection: Keep your leather bag away from dust and dirt. Storing it in a dust bag or in a clean place when not in use can help prevent damage.
  2. Avoid Water and Grease: Leather is sensitive to water and grease. Make sure not to expose the bag to these situations as they can ruin it. In case of accidental contact, gently dry the leather.
  3. Protection from Sunlight: Avoid exposing the bag to direct sunlight for extended periods. Intense sunlight can fade the color and damage the leather.
  4. Surface Cleaning: If the bag gets superficially stained, clean it with a dry microfiber cloth and a neutral, alcohol-free detergent. This will help remove stains without further damaging the leather.
  5. Contact Customer Service: If you need further information or specific cleaning and maintenance advice for your bag, customer service is available to answer your questions. You can contact them at the provided email address (hello@sofianardi.com).

By following these tips, you should be able to keep your leather bag in impeccable condition and ensure its longevity.

SHIPPING

Shipping and delivery

Free express shipping for customers residing in Italy and for orders that include one item (bag). Shipping for individually purchased shoulder straps costs 6 euros.

  1. Delivery Times: Free express shipping has very fast average delivery times, typically within 1-2 business days. 
  2. Shipping Notification: You will receive an email from the courier with the tracking number once the shipment has been made. This will allow you to monitor the status of your shipment. 
  3. Signature Required: For security reasons, a signature will be required upon delivery. Make sure you are available for the signature or provide specific instructions to the courier, if necessary. 
  4. Delivery Check: When you receive the package, check the number of parcels received and ensure that the package is not damaged. 
  5. Reporting Problems: Any damage to the package or the product, or any discrepancy between the number of parcels received and those ordered, must be reported immediately in writing on the delivery documents. This is important for the claim and replacement, if necessary. 
  6. Delivery Hours: Deliveries are made from Monday to Friday during working hours. 
  7. Delivery Attempts: The courier will make up to three delivery attempts. If no one is available to receive the package after the third failed attempt, the order will be returned to the sender.
  8. Shipping Address Modification: Once the order is placed, the shipping address cannot be changed, so make sure it is correct at the time of purchase. 
  9. Automatic Shipping Times: All orders are processed automatically, and shipping times cannot be changed. Shipping follows the standard process and cannot be expedited or delayed upon request.

 For customers residing outside of Italy, shipping costs are indicated on the Costs and Shipping Times page.

Knowing the shipping status

To track the status of your shipment, it is important to use the tracking number provided in the shipment confirmation email. Here's what you should do:

  1. Check Confirmation Email: Check your email inbox to find the shipment confirmation email sent by sofianardi.com. This email should contain the tracking number of your shipment. 
  2. Access Email Address: Send an email to hello@sofianardi.com, stating the tracking number and requesting information about the current status of the shipment. 
  3. Seller's Response: After sending the email, you should receive a response from sofianardi.com with information regarding your shipment, such as the current location of the package and the expected delivery date. 

Remember to be patient and wait for a response from the seller or the customer service of sofianardi.com. This is the correct way to monitor the status of your shipment and get the most up-to-date information.

How will my order be shipped?

Here is a summary of how it will be packaged:

  1. Hand-Stitched Protective Dust Bag: Your purchase will be carefully placed in a protective dust bag. This is a customized fabric bag made from warehouse remnants that will protect the product from any scratches or damage during transport. The hand-stitched detail suggests attention to detail and quality. 
  2. FSC-Certified Cardboard Box: The box used for packaging is FSC-certified, meaning the cardboard comes from sustainably managed forests. This is an important step in reducing the environmental impact of packaging. 
  3. Protection with Tissue Paper: Inside the box, the product will be further protected with tissue paper. This additional layer of packaging will help prevent damage during transit and ensure your purchase arrives in perfect condition.

This packaging approach demonstrates a commitment to product protection and the environment. It is important both to ensure your purchase arrives in optimal condition and to reduce the ecological impact of packaging.

Package open or damaged, what to do?

It is important to pay close attention during delivery and follow the following guidelines:

  1. Box Count Check: Verify that the number of delivered boxes matches what is indicated in the shipping confirmation email. Ensure there are no missing or extra boxes compared to the order.
  2. Packaging Condition: Carefully inspect the condition of the packaging. Make sure the boxes are not damaged, opened, or show obvious signs of tampering. If you notice any issues, make a note of the packaging condition.
  3. Reporting Problems: If you encounter any packaging or product damage, or if there is a discrepancy between the number of delivered boxes and what was ordered, it is crucial to report it immediately. This reporting should be done in writing on the courier's delivery documents.
  4. Under Your Signature: When reporting issues on the delivery documents, make sure to do so under your signature. This is an important step to document and address any delivery-related issues.

These precautions are crucial to ensuring that the order is delivered correctly and that any issues are reported and addressed promptly.

RETURNS AND REFUNDS

How can I return an order?

Here is a summary of the key points regarding returns:

  1. Free Return for Customers in Italy: Customers residing in Italy can benefit from a free return within 14 days of receiving the package.
  2. Customer-Paid Return for International Customers: For international customers, the return will be at the customer's expense. This means that the shipping costs for the return will be the customer's responsibility.
  3. Return Information: All necessary information for the return process will be sent via email to the customer after the customer has made a return request.
  4. Return Conditions: Returns will only be accepted if the products show no visible signs of wear and if the tags have not been removed. This condition is common to ensure the quality of returns.
  5. Contact for Return Requests: For further information or to submit a return request, customers can contact your customer service at the provided email address (hello@sofianardi.com).
Can I change the model/color?

For information on changes, contact the customer service at hello@sofianardi.com.

When and how will I receive the refund for my order?

After the inspection and acceptance of the returned goods, we will process the refund, at which time you will be notified by email. Please note that it may take another day or two before the refund is credited back to your credit card. In case you have paid for your order by bank transfer you will be sent to the accountant at the time of the transfer for refund. If you have any questions or concerns, please contact customer service at hello@sofianardi.com

Resi per acquisti durante i saldi

Per acquisto di articoli durante il periodo di saldi stagionali per articoli di fine stagione (luglio-novembre-gennaio) con codice sconto applicato (sia già fornito sul sito web, sia da inserire al checkout) verranno comunque sempre garantite le richieste di reso con tutte le caratteristiche consuete ma la spesa di spedizione del reso dell'oggetto sarà completamente da considerarsi a carico dell'utente.

CUSTOMER CARE

How to contact customer care

Customer care is available at hello@sofianardi.com from Monday to Friday from 8.00 to 18.00.

Support requests via Instagram or Facebook will not be processed.

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Customer Service is not available during the following holidays:

• New Year’s Eve (1 January)

• Easter

• Easter Monday 

• 25 April

• May Day

• 15 August

• November 1

• 8 December

• Christmas

How long will it take for me to get an answer?

The Customer Service undertakes to reply within 24 hours of receiving the request by email.