Terms and Conditions
SHIPPING INFORMATION
MarcoMoreo ships worldwide using the following couriers: DHL, UPS and BARTOLINI. All MarcoMoreo shipments purchased from outside the European Union are accompanied by an invoice stating the exact value of the purchased goods in Euro, as required by international import and export trade laws. The order invoice will be placed inside the parcel. If a discounted item is purchased, the shipment will be accompanied by an invoice stating the discounted value of the items. For further information, please write to us at support@marcomoreo.com.
SHIPPING METHODS
MarcoMoreo processes orders for shipment from Monday to Friday, from 8 a.m. to 5 p.m. (UTC/GMT+1), excluding public holidays in Italy. Orders placed from Friday to Sunday will be processed by the following Monday. MarcoMoreo cannot be held responsible for delivery delays due to weather conditions, international customs issues or any other circumstances beyond MarcoMoreo's control.
Delivery times:
- Italy 1-3 working days - BARTOLINI
- Europe 3-5 working days - UPS/ DHL
- Rest of the world 3-6 working days - DHL EXPRESS
SHIPMENT TRACKING
The Customer will receive an email notification with the shipment tracking number as soon as MarcoMoreo produces the shipping document. To track a parcel, the Customer can visit the website of the relevant courier and enter the tracking number provided in the email.
SHIPPING INSURANCE: in the event of theft or accidental damage, MarcoMoreo's shipments are insured at no additional cost to the Customer. However, once the shipment has arrived at the destination address, the goods are no longer insured.
PLEASE NOTE: MarcoMoreo does not send to P.O. boxes.
For further information, please contact us at: support@marcomoreo.com.
ITEMS IN STOCK: IMMEDIATE DISPATCH.
Orders are processed immediately after checking the availability of the item and verifying the payment. Once the order is processed, an order confirmation is sent by email. Orders placed on weekends are shipped the following Monday. If an order cannot be shipped for reasons beyond MarcoMoreo's control, the Customer will be notified by our customer service department. There may be delays in immediate shipments during promotions and sales.
ITEMS ON PRE-ORDER: SHIPMENTS ARE ONLY DISPATCHED AFTER PRODUCTION IS COMPLETE
MarcoMoreo also offers the ability to place orders for items that are not currently in stock. Upon receipt of the order, the customised production process for the ordered model will begin. Pre-orders are charged and invoiced on the same day the order is placed. Once payment has been verified and the items are in stock, the “Pre-Order” goods will be shipped. The processing time for customised orders is 21 working days. The payment card is debited immediately at the time of order, subject to bank transaction verification. The customer service department will notify the Customer of the expected dispatch date. If an item ordered by the Customer cannot be dispatched, the latter will be informed and fully refunded the amount paid. If an order includes both in-stock items and pre-order items, the order will be fully processed upon receipt of the pre-ordered items and once all items are in stock.
SHIPPING COSTS
ITALY
THE SHIPPING COST IS €9 (one pair of shoes) €12 (two or more pairs of shoes)
EUROPE ZONE A
SHIPPING COST IS €19 (ONE PAIR) €29 (TWO OR MORE PAIRS). Countries included: Bulgaria, Czech Republic, Denmark, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Monaco, Poland, Romania, Slovakia, Slovenia, Sweden.
EUROPE ZONE B
SHIPPING COST IS €16 (ONE PAIR) €25 (TWO OR MORE PAIRS). Countries included: Austria, Belgium, France, Germany, Luxembourg, Holland, Spain.
EUROPE ZONE C
SHIPPING COST IS €29 (ONE PAIR) €39 (TWO OR MORE PAIRS)
Countries included: Croatia, Greece, Portugal, Cyprus, Malta.
UK (Gibraltar, Isle of Jersey)
THE SHIPPING COST IS £19 (ONE PAIR) £29 (TWO OR MORE PAIRS)
OTHER EUROPEAN COUNTRIES
THE SHIPPING COST IS €29. Countries included:Andorra, Albania, Greenland, Liechtenstein, Iceland, Faroe Islands, Switzerland, Norway, Belarus, Macedonia, Moldova, Montenegro, Serbia, Bosnia and Herzegovina, Gibraltar, Kosovo, North Macedonia, Ukraine.
UNITED STATES
THE SHIPPING COST IS $39 (ONE PAIR) $69 (TWO OR MORE PAIRS)
AUSTRALIA, NEW ZEALAND, SAUDI ARABIA, KUWAIT, QATAR, UNITED ARAB EMIRATES, SINGAPORE, S. KOREA, JAPAN, HONG KONG.
THE SHIPPING COST IS €39 (ONE PAIR) €69 (TWO OR MORE PAIRS)
REST OF THE WORLD
THE SHIPPING COST IS €59
PLEASE NOTE: If a parcel is not collected, for whatever reason, any shipping or import charges and fees associated with its automatic return by DHL to MarcoMoreo's office will be deducted from the refund.
SHIPMENTS THAT DO NOT PASS CUSTOMS IN THE CUSTOMER'S COUNTRY OF ORIGIN DUE TO NON-COMPLIANCE WITH IMPORT REGULATIONS MAY BE RETURNED TO ITALY AT THE CUSTOMER'S EXPENSE. ALL COSTS FOR THE RE-IMPORTATION OF THE ITEMS SENT BACK TO ITALY AND RE-ENTRY FEES WILL BE DEDUCTED FROM ANY REFUND.
FOR AN ACCURATE AND COMPREHENSIVE BREAKDOWN OF DELIVERY COSTS, PLEASE CLICK ON THE LINK AT THE BOTTOM OF OUR WEBSITE AND SELECT THE COUNTRY FROM THE LIST OF SHIPPING DESTINATIONS.
TAXES AND DUTIES
MarcoMoreo uses DDP (Delivery Duty Paid) shipping, meaning taxes and duties are included, to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, United States. For these destinations, the items will therefore arrive directly at the indicated location without additional costs to the payment made at the time the order was placed.
For all other countries, MarcoMoreo uses DDU (Delivery Duty Unpaid) shipping, meaning any local sales taxes and/or customs duties are excluded.
Customers that reside in a non-EU country should check local taxes and duties before placing an order from MarcoMoreo.
Please be aware that any local sales taxes and/or customs duties will be charged directly to the Customer by the carrier on each order at the time of dispatch and will not be refunded if items are returned.
For further information, please contact us at: support@marcomoreo.com .
AUTHORISED DELIVERY
Upon delivery of each order, the Customer is requested to carefully inspect the parcel before signing to accept the goods. A ribbon printed with MarcoMoreo's brand design will be used to carefully seal the parcel, or the parcel will have Marco Moreo's name printed directly on it. If the Customer receives a parcel that has been opened by Customs or the courier for external inspection, the parcel will be resealed using security tape. If a parcel is received that has been tampered with or the adhesive tape is not intact, the Customer may sign for the parcel to be returned to sender or refuse it. If the parcel is accepted with an unauthorised signature, or if there is evidence of a damaged parcel, a complain should be logged immediately with the local office of the shipping agent and the Customer must contact MarcoMoreo at the email address support@marcomoreo.com .
NON-DELIVERY
If for any reason an order placed with MarcoMoreo is not delivered to the Customer's address due to the Customer's lack of cooperation (e.g. incorrect telephone number, incorrect address, no address, non-compliance with import regulations), the package will be sent back to Italy at the Customer's expense, including import taxes. These expenses will be deducted from any refund.
SHIPPING DOCUMENTS
According to international laws regulating imports and exports, all MarcoMoreo orders are shipped from Montecosaro - Italy - WITH AN OFFICIAL INVOICE stating the exact total amount in Euro of the items purchased.
RETURNS & EXCHANGES
If the Customer is not satisfied with the order for any reason, the item(s) may be returned for a refund or for a change of size and colour within 30 days from the date of delivery.
RETURNS POLICY
Items being returned must be free of imperfections, in the same condition in which they were sent, and packed in their original packaging. Customers may return unused items to MarcoMoreo within 30 days from the date of delivery, after having notified and received confirmation from support@marcomoreo.com. Used shoes cannot be returned.
REQUESTING RETURN AUTHORISATION
The right of return is understood to be exercised correctly if the following conditions are fully met:
- The items must comply with all the above conditions for return.
- All return shipments must bear the ORIGINAL ORDER NUMBER on the inside or outside of the parcel.
- Once the return has been authorised by the customer care department, the Customer will receive an email containing the DHL waybill, which must be attached directly to the parcel. The Customer can schedule the parcel to be picked up on the day of their choice, or they can deliver it to any DHL service point. MarcoMoreo returns by courier are made using the DHL Express On Demand Delivery service.
If the goods are returned using a different courier, the costs of the shipment shall be borne by the Customer and the MarcoMoreo company shall not be liable in any way for lost or damaged items. When choosing to use a different courier, the Customer must pay all taxes and fees, if applicable, at the time of shipment.
- REFUNDS
The cost of any returned items will be refunded minus the cost of outward and return postage (return postage is the same amount as outward postage). As soon as the returned items are checked and accepted, a refund will be issued. The refunded amount will be processed within 10 to 15 days and visible in the Customer’s next card statement. Processing time may vary depending on the card company. Any difference in the amount reimbursed will be a result of exchange rate variations and will therefore not be reimbursed.
- VOUCHER GENERATION
Store Credit: a promotional code covering the total value of the returned items will be sent to the Customer, to be used for subsequent purchases.
CHANGE OF SIZE
It is not possible to change the size or colour of the shoe purchased. For shipments to the EU, USA, Canada and UK, first-time customers who have ordered an item in the wrong size can request to return the delivered item free of charge by contacting the customer service department at support@marcomoreo.com, detailing the reason and the correct size desired. The Customer can then order the requested item and the MarcoMoreo customer service department will send a return label free of charge, so that the Customer can organise the shipment of the item that was delivered. For assistance on sizing, a size guide is available on the product page at Marcomoreo.com. MarcoMoreo offers the opportunity to try on and find the size best suited to the Customer's needs, without the Customer having to worry about return costs.
TERMS AND CONDITIONS FOR RETURNS
It is MarcoMoreo’s desire that its customers are able to purchase the product(s) they want with confidence. If customers are not satisfied with their order for any reason, they have the option to return unused items within 30 days of delivery. Customers must follow MARCOMOREO'S OFFICIAL RETURN POLICY as detailed below:
-return items must not be worn, altered or cleaned, and items bearing any signs of wear and tear will not be accepted. The soles of the shoes must show no signs of wear and tear and must, in any case, be in perfect condition.
-returned items must have all original tags, any original packaging received with the order, and all other accessories contained in the delivery. If the items to be returned are shoes or other accessories, the items must be re-shipped in their original boxes, which must not be altered, used or damaged, excluding the outer packaging of the shipment.
-in the event of an error in the order, or incorrect or defective goods on the part of MarcoMoreo, the Customer must contact the customer service department and follow the instructions detailed above. Email address: support@marcomoreo.com - Tel. +39 3939160426
RETURN SHIPMENTS
The transport costs for the return of items shall be borne by the Customer to the same extent as the shipping costs of Orders, as set out in the "Shipping Costs" section above, with the exception of returns for defective items or shipping errors. MarcoMoreo reserves the right to refuse returns that are unauthorised and/or not sent according to the above return policy. In the case of unauthorised returns or returns that do not meet the stated standards, the goods will be returned to the sender at the original shipping address. MarcoMoreo also reserves the right to request photographic evidence for returns concerning defective goods before authorising their return and will bear the shipping costs for the return of the goods to its premises. In the event of defective goods or shipping errors, MarcoMoreo will take care of the return shipment at no cost to the Customer or will refund the costs incurred.
PAYMENT AND SECURITY
MarcoMoreo accepts the following payment methods
Users may pay for goods purchased on the Site using the following methods.
- Mastercard, Visa, Visa Electron, American Express, Maestro, UnionPay, Bancotact, iDEAL, Shop Pay, Apple Pay, Google Pay. Users will be prompted to enter their card details into a secure electronic banking gateway provided by a third party (Shopify Payments). To provide greater security for purchases made on the Site, the Company uses the Verified By Visa and Mastercard Securecode services.
- When using the PayPal payment method, the Customer can pay directly via their PayPal account. The Company reserves the right to ship purchased goods only to the address indicated on the account verified by PayPal. Please visit: https://www.paypal.com for further information.
- MarcoMoreo works with Scalapay. With Scalapay, customers can pay in three equal instalments, with immediate access to the product. At the time of purchase, only the first instalment (equal to one third of the total value of the purchase) is paid. The following two instalments are charged on a monthly basis.
- The first instalment: at the time of purchase
- The second instalment: one month from the day of purchase
- The third and final instalment: two months from the day of purchase
Charges are made automatically on the expiry date on the card set as default. This service is available in the following countries: Austria, Belgium, Holland, Finland, France, Germany, Italy, Portugal, Spain.
PAYMENT CARD CHARGES
MarcoMoreo has up to 30 calendar days to confirm the status and availability of the items and request verification of the transaction by contacting the Customer's bank to approve the charge to the payment card. As soon as the order is confirmed for in-stock and pre-order items (which will be shipped as soon as the goods arrive in the warehouse), MarcoMoreo will charge the Customer’s payment card. The total amount will be charged to the Customer in accordance with the Customer's agreement with their bank.
PAYMENT CARD CURRENCY
Payment cards will be charged in Euro, Dollars or Pound Sterling, depending on where the User accesses the Site. Payment receipts issued to the User following the purchase of goods on the Site will be in Euro.
LIABILITY
The Company
- offers no guarantee as to the conformity and lawfulness of the information published on the Site according to the laws applicable in the country of residence and/or domicile of the User;
- disclaims all liability for any damage that the User may suffer in the use of the Site and/or its Services or in the enjoyment of goods purchased on the Site;
- guarantees that the Site is secure according to international computer security standards;
- disclaims all liability for any malfunctions related to the deactivation of cookies on the User's browser;
- disclaims all liability arising from and/or in any way connected with the violation by the User of the rules of registration to the Site; the User hereby assumes all liability for any damage or harm caused to the Company or third parties arising from improper use and/or loss or theft of the User's registration details;
- accepts no liability for the possibility that, due to a particular configuration of the device used by the User or a malfunction of the device, the colours of the goods displayed on the Site may differ slightly from the original colours.
SUSPENSION OF SERVICE
The Company reserves the right to temporarily suspend, without prior notice, the provision of the Services for the time strictly necessary to carry out any technical servicing necessary and/or appropriate to improve the quality of the Services. Likewise, the Company may, at any time, interrupt the provision of the Services for justified security reasons or in the event of breaches of confidentiality, in which case it shall notify the User accordingly.
ITALIAN LAW
Users understand and accept that any contractual relationship arising from the use of the Site is governed by Italian law. The Company in no way guarantees that the content of the Site complies with the regulations in force in other countries.
PERSONAL DATA
The Company reserves the right to use personal data, provided voluntarily by Users, in accordance with the relevant regulations in force. The Company guarantees Users that the processing of personal data will be reserved for purposes strictly related and connected to the provision of the Services, the facilitation of Site management and order processing.