Refund policy

 

Stivali New York is a family owned and operated brand. We provide high quality premium handcrafted leather boots and shoes. To align with our sustainability goals and our business goals we currently only keep small amounts of stock on location therefore we must review all returns per case. We are always happy to fully process a return for a 100% Store Credit so you will be able to pick a new product to love. Else, we are happy as well to process a refund to the original payment method, minus a 15% restocking fee.

In order to accept and process refunds products must be unworn, undamaged, unused, and in their original packaging. We reserve the right to refuse returns on a per case basis.

If you wish to apply for return we must receive an email within 14 days of the delivery date. Our collections are limited therefore we cannot accept and restock orders after 14 days. Upon receiving approval for a return or exchange the item must be shipped to us within 7 days. Please email us to "info@stivali.us" with the subject bar "RETURN REQUEST" with your order number. Instructions can be found below in this page.

Price	Return Time Frame
Regular Price	14 days of the delivery date
Sale Merchandise	Final Sale

* Sale and customized merchandise are final sale and are not eligible for returns, exchanges or price adjustments.

In the email please state your name, order number, and reason you would like to return. We will respond within 48 hours.

• Items must be returned in new and unused condition. All promotional materials including the shoe box and paper must be included in the return.
• We cannot accept returns on shoes that have been worn or used for promotional reasons of any sort.
• A 15% restocking fee will be deducted from your refund.
• If store credit is preferred a 0% restocking fee applies.

Stivali New York reserves the right to refuse any returns that are deemed non returnable. Stivali New York reserves the right to refuse any unauthorized return or shipment to us.

We are always available to assist you via email and Instagram Direct Messenger to ensure all your questions are answered prior to purchase in regards to sizing, fit, colors, etc. This allows us to have a high rate of customer satisfaction.

EXCHANGE, RETURN & REFUND INSTRUCTIONS

There are 2 ways to proceed with a return. First, you can process and manage returns on your own at your Stivali New York account. Access your account here: 

• Stivali New York Customer Account Portal

Else, our team will be there for you and help you directly. Please reach out to us via email, and follow the guidelines below:

1. Please email us to "INFO@STIVALI.US" with the subject bar "RETURN REQUEST", or "EXCHANGE REQUEST", or "STORE CREDIT REQUEST", depending on your case. Please include a phone number we may contact you at in the email.
2. Please include your ORDER #, the NAME the order was placed under, and the email associated with the purchase if it is different from the email you are sending the request from.
3. If multiple styles or items were ordered in one order please specify which items you are referencing.
4. Please write 1-3 lines in regard to your reason for requesting so we may understand your situation.
5. Allow 48 hours for us to respond and find a resolution. We will respond with the next steps of the process including pre-paid shipping labels and any instructions.
6. We will process your return once it is received and evaluated at our fulfillment center
7. Then we will Refund your original payment method minus charges previously outlined, a 15% restocking fee. You will see your Refund within 7 business days of reception of your returned items; or a tracking number for your new item in the case of an exchange.
8. Allow up to 7 business days for processing from the date of receipt and up to 30 days for your credit card company to process your refund.
9. If Store Credit is selected instead, then you will get 100% Credit back from your Stivali shoes returned, to be used online or in person. An email with the information regarding your Stivali Store Credit will be emailed to you.

EXCHANGES POLICY

We gladly accept exchanges with no restocking fees for the exchange, for size adjustments and color changes. Please email to info@stivali.us to get help and guidance with any exchange. We do not accept exchanges on sale merchandise.

STORE CREDIT

Stivali New York gladly provides store credit for returns of items that are unworn, undamaged, and returned to us within 14 days. We will simply add the full credit to your account, or provide you with a unique code certificate to be used for payment at checkout. Store credit never expires and can be combined with other forms of payment at check out.

INTERNATIONAL RETURNS

We do not provide shipping labels for international returns or exchanges. International customers must cover their own shipping costs. Stivali New York is not responsible for packages sent internationally until they are received at our studio. Please email at info@stivali.us with the subject bar INTERNATIONAL RETURN or INTERNATIONAL EXCHANGE in order to receive more information about this process. Do not send anything until receiving details and confirmation from a member of our Stivali New York teams.

DEFECTIVE/DAMAGED ITEMS

In the case of receiving a damaged or defective item please contact us immediately at info@stivali.us. We quality control and inspect each order however mistakes can happen and we apologize and look to resolve this as quickly as possible for you.

RETURNED TO SENDER/REFUSED PACKAGES

Orders refused or deemed undeliverable by USPS / UPS / FEDEX / DHL will be returned to our studio. We will contact the customer via email and/or phone a total of three times before canceling the order. Customers who still want to receive the package must pay for a new shipping label and correct any information which led to rejection of the package. Customers who do not respond leading to a cancellation will not be refunded in full until we are contacted to formally reach a resolution.

MISSING PACKAGES

Once an item leaves our fulfillment center and we provide a client with a tracking number, we no longer assume responsibility for the package. We require signature for any package going to apartments or located in metropolitan cities to ensure package delivery. Please watch your tracking to ensure you are able to sign and receive your beautiful order.

REPAIRS

Stivali is unable to repair any items not purchased directly from @stivalinewyork or from www.stivalinewyork.com or at a Stivali New York boutique.

NON-STIVALI Stores (Dept. Stores, Specialty Stores)

• Repairs for merchandise purchased from a store or website other than a STIVALI NEW YORK store or on WWW.STIVALINEWYORK.COM are handled personally by the original store or website.  STIVALI NEW YORK cannot perform repairs on items not purchased directly from STIVALI NEW YORK or a STIVALI NEW YORK boutique.
• Please contact the original store of purchase for assistance.