Service client

Contact us

Phone

USA: +1 (323) 716 1497 / UK: +44 (0) 1583 460308

OUR CLIENT ASSISTANCE TEAM IS AVAILABLE BY PHONE BETWEEN 9AM AND 6PM (GMT) FOR UK OR 9AM AND 6PM (EST) FOR US , MONDAY THROUGH FRIDAY. 

Email

For questions regarding your shopping experience, please send an email to:

[email protected]

to other enquiries:

·       Press: [email protected]

·       Marketing: [email protected]

·       Careers: [email protected]

·       Partnership requests: [email protected]

·       Offline Sales: [email protected]

Orders And Shipping

Products may be ordered by clicking on the articles you wish to purchase and following the instructions on the screen. You may review your order and correct any error up until order submission. Submission is completed by clicking the “Pay” button on the checkout screen.
After having completed an order, the customer receives a confirmation email indicating the order has been received and the confirmation number.                                      

Shipments and Delivery
Roberto Cavalli SpA offers free standard shipping on all orders for Europe and free express shipping to the Americas and to the U.K. We can ship anywhere in the world (with just a few exceptions) through our specialised couriers. Some services may not be available in all countries/regions. 
•    Express – delivery in 2-4 business days
•    Standard – delivery in 5-7 business days

The order will be finalised by the delivery date appearing in the Shipping Confirmation or, should a delivery date not be specified, within thirty (30) days after the date of the Shipping Confirmation, absent unforeseen circumstances. 
The order will be delivered to the delivery address specified upon placing the order.
Deliveries are made by our courier from Monday to Saturday (or other normal business days, in countries/regions that do not follow the Western work week), but not on Sundays or holidays. Deliveries are generally made between 8 a.m. and 5 p.m. An exact delivery time cannot be provided. Please note that the courier may require a signature for delivery.
Products included in the same order cannot be delivered to different addresses.
Products delivered internationally may be subject to opening and inspection by customs officials; moreover, they may be subject to import duties and tariffs once the package reaches its destination. The customer is responsible for payment of any import duty or tariff. Please note we have no control over such taxes, and we cannot estimate their amount in advance. Please contact your local customs office for more information before placing your order. Should you need to return an item, the import duties will be refunded, provided they were initially included in the purchase price. If they were not included, you will be responsible for requesting a duty refund directly from the local customs office.
We reserve the right not to deliver any Product to a country/region under an embargo pursuant to applicable export law. Orders cannot be delivered to post-office boxes or similar addresses. 

Price and Payment
The Product price shall correspond to the list price appearing on the Site.
 Prices include VAT but exclude shipping. Shipping costs (at the stated price) will be added automatically to the total amount due once your items appear in the cart and you have selected your desired shipping method.
Delivery prices and costs are subject to change at any time; however, such changes shall not affect the orders for which we have already sent a Shipping Confirmation.
The Site contains a wide range of Products. There is always a chance, despite our best efforts, that some Products may be listed at an incorrect price on the Site. Our practice is to check prices as part of our delivery protocol. That way, should the correct price be less than the listed price, the lower amount will be charged. If the correct price for a Product exceeds the price appearing on the Site, we would generally (albeit at our discretion) contact you with all necessary instructions before shipping the Product, or reject the order and alert you to the same.
Accepted forms of payment include: Credit card (credit cards accepted: Visa, Mastercard, American Express,  Diners, Discover, JCB and Union Pay), Paypal and local forms of payment. 

The local payments available are:                                                                       
- Ali pay for China Mainland, Hong Kong SAR, Macao SAR and Taiwan Region    

- Sofort for Germany, Belgium, Austria and Switzerland

- iDeal for the Netherlands

We should note that all payment transactions are subject to verification with the card issuer. We will not be held responsible for any refusal of a card issuer to authorise the transaction.  Furthermore, we conduct standard pre-authorisation on the card; Products shall not be shipped until such checks have been performed. Please note that the card issuer may charge a fee or administrative-processing charge; we are not responsible for such expenses.
 

Track your order

In this section you can check the Delivery Status of your parcels.

Please enter your Order ID:

Returns And Refunds

Enjoy the special holiday season extended return policy: 
All orders placed and delivered between  December 2nd and  December 19th  can be returned until January 3rd, 2020. Orders placed after December 19th follow the regular return policy of 14 days.


Free Pickups on Returns

We offer a free pickup service for any Product you wish to return, with the exception of certain types of Products, as stated in our Return Policy, appearing below. 
You can initiate a Product return within fourteen (14) days of order receipt. We suggest you book our free pickup service within seven (7) days of order receipt to ensure timely redelivery. Please note that we can only pick up an item for return in the country/region of order delivery. 
To book the free return pickup service, simply follow the instructions provided below:
1.    Log into your account on our Site;
2.    Click the “Order” tab and then on “Book a Return Pickup” next to the order you wish to return;
3.    Select the Products you wish to return, and follow the steps to enter the time and location for the pickup.

With that step complete, Roberto Cavalli SpA will send you an email containing: RMA (Return Merchandise Authorisation) number, pickup time / location confirmation, booking number, and documents required. 
If the return is generated within the fourteen (14) day “second thoughts” period, we will use our best efforts to issue the refund as soon as possible, and no later than fourteen (14) days after the date we receive the returned Product(s) or (ii) if before, then the day we receive advice of Product(s) being returned to our Product-return address.

The refund shall include the entire price of the Product(s) (less any deduction to which we may be entitled, should the Product(s) have been used/damaged).
Refunds shall be credited to the same form of payment used for the purchase unless otherwise negotiated. 
If customer's home falls within its jurisdiction, a right of rescission pursuant to the 2013 Consumer Contracts Regulations (Information, Rescission, and Additional Charges) (CCR) may be exercised (please seek full text of the regulation for further information).

What happens next?
You must print the shipping manifest and affix it to the outside of the package. A copy of the manifest must be delivered to the courier. We recommend keeping a copy of the manifest for future reference, which can then be used to check delivery status on the return.
Should a customs invoice have been issued for the returns, please include it inside the package, attaching a signed copy to the outside along with the shipping manifest.
Seal the package after the courier has verified the contents.

Returns and Refunds for Defective Products
If you believe a Product as delivered is damaged, defective, or had a latent flaw that became apparent, you must alert us as soon as possible - preferably in writing - providing the name, address, and confirmation number for the order. The present section shall not in any way infringe your rights.

General Information
Products must be returned in their original condition. That includes the following guidelines:
●    Returned Products shall not have been worn (trying on for fit is permitted) or washed. They shall be intact and unused, with all original tags still attached;
●    Shoes and accessories shall be returned in their original boxes, and placed inside a protective box before shipping;
●    If the Product has a security tag, it must be returned with the tag in its original position;

Any failure to abide by the foregoing rules may lead to a charge being assessed to account for the diminished market value of the Product(s) (up to a maximum of the full Product price). 
We further suggest you return the Products in their original packaging in order to safeguard them during transport. The instructions for returning a Product shall be included in the package.
Any information available on the Site and relating to Product size or dimensions is provided as a guide only. Should you have any concerns about colours, detailing, sizing, or dimensions of any desired Product, please contact us before placing an order (see the Contact Us page). Product features may appear slightly differently on screen (e.g. depending on the monitor used to view them) and may not precisely reflect the Product’s details as delivered.

For more information on our Return Policy, please review the page “Terms and Conditions”.
Our Customer Service team will be happy to answer any question or concern you might have regarding orders, returns, and refunds.

 

Payment Methods

We at Roberto Cavalli have a global payments offer. This includes: Credit cards (we accept Visa, Mastercard, American Express, Diners, Discover, JCB and Union Pay), Paypal (to register a paypal account, please visit their website at paypal.com) and local payments. 

The local payments available are:                                                                                                                                                                

- Ali pay for China Mainland, Hong Kong SAR, Macao SAR and Taiwan Region                                                                                                 

- Sofort for Germany, Belgium, Austria and Switzerland                                                                                                            

- iDeal for Netherlands

Please remember that your credit card will be charged only when the order is finalised and that it is completely secure to save your credit card details on your Roberto Cavalli Account. 
This way, you will not be asked to re-enter your details at checkout during forthcoming purchases, but you will always have the chance to change, remove or add payment details. 

FAQs

1. Do I need to have an Account to place an Order?
2. What do I need to do if I forget my password to access my Account?
3. How can I place an Order on your Site?
4. Is it possible to place an Order over the Phone?
5. Is it possible to change or cancel an Order?
6. How can I know if you have received my Order or not?
7. Is it possible to reserve an item to buy later on?
8. Where should I find Size and Fit Advice?
9. Is there a way to know if an item is in stock?
10. How do I know if my size will be available again?
11. What are the Payment Methods available?
12. Can I change my Credit Card details?
13. Can I remove my Credit Card details after being saved?
14. Will my Personal Details be safe in your website?
15. When will I be charged on my Credit Card?
16. Where can I find your Return Policy?
17. How should I make a Return?
18. Can I return in Store?
19. Is it possible to exchange an item ordered?
20. How do I Return or Exchange a Faulty Item?
21. When will I receive my Refund?
22. What are the Shipping Methods available and how much will I have to pay for them?
23. In which cases will I have to pay duties and/or taxes?
24. Can I get Same Day Delivery?
25. Can I track the Delivery of my order?
26. Do you have a Warranty on orders?
27. Is it possible to get an item repaired?