HOW TO SHOP & PLACE AN ORDER?

 

Do I need an account to place an order?

No, you can shop on Cifonelli websitewithout an account, however, we recommend that you register for a Cifonelli account so that you can start adding your favourite pieces to your wishlist and easily track your orders.

 

I have forgotten my password: what should I do?

Simply follow the ‘Forgot your password?’ link on our Log In page and enter your email address. You’ll then receive an email to reset your password.

 

How do I receive Cifonelli email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address in the box in our footer.

 

How do I place an order on your site?

Placing an order is easy at Cifonelli. Here’s how:

1) Choose a category or designer from the top navigation menu or search to explore a specific style or trend.

2) Select the size of your item and click ‘Add to bag’. Once you have finished adding your items, proceed to checkout.

3) Sign in to your account if you have not done so already. If you do not have an account, you can proceed as a new customer.

4) Enter your address and payment information, we have options for Apple Pay, Paypal, Credit Card (& debit card) and Bank Transfer (please note that we do not have an IBAN, our account number can be provided instead). Once your purchase is confirmed, it will be carefully prepared and shipped to you.

 

What payment methods do you accept?

  • Visa
  • MasterCard
  • American Express
  • Visa Electron
  • PayPal
  • Apple Pay

 

Can I cancel or make changes to my order?

As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces.

 

Which currencies can I shop in?

The currency you see on the website is based on your current location, however, you can select any currency from the drop-down on the top left-hand corner.

 

When will my card be charged?

If you pay by debit card or PayPal, Cifonelli will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, though your bank or card issuer may reserve the order amount in your account immediately.

 

Will my personal details stay safe?

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see Cifonelli’s Terms & Conditions.

 

Where can I find size & fit advice?

Click on ‘Size Guide’ on the item’s page to view our conversion chart or you can call or email us if you would like styling or fitting advice.

 

 

SHIPPING, TAXES & DUTIES

What VAT is charged on my order?

If you are buying goods for delivery to the EU, VAT will be charged at the checkout. There won’t be any custom clearance for shipments to those countries. UK orders placed from the 17th of August will not be charged with VAT on The Rake.com and therefore, will be subjected to custom clearance

When will I receive my item and how can I track delivery?

It is important to check the delivery information on each of our products as many of them are based with suppliers across the world, once we have received the items with us in our warehouse you will receive shipping and tracking information from our courier, DHL.

 

Will I need to pay taxes and duties?

International Orders may be subject to local taxes, import duties or other local requirements.

 

RETURNS & REFUNDS

What is your returns policy?

If your purchase isn’t quite right, you can return it for a refund within 14 days of your delivery date using our free returns service. Simply email or call us to arrange a suitable time for our courier to come to your office or home and collect the package and return it to us. Please note, in some instances, we are unable to offer refunds or exchanges. This includes personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged. This does not affect your statutory rights.

If you would like to exchange an item our friendly customer service advisors can assist you, simply contact us using the contact us page.

 

How do I prepare my package for a return?

You can send your items back in any sealed package, but the items must be protected and therefore undamaged upon return to us.

 

When will I receive my refund?

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider.

 

Will taxes & duties be refunded on return?

We are only able to refund the VAT charged for the returned items at the checkout, unfortunately we won’t be able to refund any tax or duties charged by local governments at the custom clearance. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by yourself to your local government or authority. We are unable to assist in you reclaiming any local tax or duties.

 

Can I return my customised or made-to-order item?

Due to the nature of customised and made-to-order orders, and the fact that they have been specially created for you, we will not be able to accept returns.

 

Have further questions?

Contact us using the contact us page.