Frequently Asked Questions


You can purchase on either as a registered customer or as a guest. We strongly advise you to create an account with us to take advantage of the additional services reserved only to registered users (to have additional information please read “What are the advantages of having an account?”

Can I modify / cancel an order?+

I subscribed to the newsletter, but I have not received yet the coupon. What can I do?+

I have a promotional code/ discount, how can I use it?+

What are the advantages of having an account on

I am facing some issues placing my order, may you help me?+

Do I need to pay additional import duties?+


I’ve just placed my order, when it will be shipped?+

Do I need to pay additional import duties?+

How much is shipping and how long will it take to receive my order?+

Who delivers my order?+

How can I track my order? / Where is my order?+

What happens if the carrier does not find me at the delivery address?+

Do you ship to PO boxes?+

Will the courier contact me before delivery?+

Returns and refunds

You have up to 14 days from delivery of the order to change your mind and request your return.
To start the return procedure, write us an email to

What do I have to write in the email to request the return?+

Does the order date differ from the shipment date?+

How do I return my order?+

Since the return request is opened, how many days do I have to handle the parcel to the courier?+

Are return costs at my expense?+

What do I have to insert in the package?+

How will I receive my refund?+

Can I exchange my items?+


What are the accepted payment methods?+

Why has my payment failed?+

Product guide

Are your size Italian?+

I am looking for a size but it is no longer available on the website. What can i do?+

I am looking for a jacket of the current collection, that is not uploaded on the website, can you help me?+

I bought a jacket from one of your retailers, but I have a problem with the jacket, what can I do?+

How can I store my Hetrego where I do not wear it?+