FAQ

Products

Can i order a product that is "Sold Out"?

Unfortunately, products listed as 'Sold Out' are not available for sale.

Do you restock Sold-Out products?

We have no general rule about restocking. Sometimes we are able to restock, and sometimes not. Please don’t send multiple emails with the same questions, it will not make us answer quicker.

How do I know which size to order?

Inside the product you will find the size chart item, which will show you all the size guide.

Orders

Can i amend or cancel my order after i have placed it?

Generally yes, but as we are really quick at packing your order up, please let us know your intentions as soon as possible.

Can you declare low value on my order's invoice?

We are not allowed to declare low value on invoices, we are forced to declare the real amount of the goods.

Multiple items order

We reserve our rights to cancel any orders that are done in multiple quantities on the same item, especially on limited items and sneakers.
If you are uncertain, then please email customer service support@suede-store.com

Price Errors

We reserve our right to cancel or adjust any order with price errors.

Checkout codes, campaigns and offers

We do not have the possibility to activate any checkout codes after an order is completed. The checkout code must be activated in the checkout stage, before the purchase is completed in order to be valid.

Payments

Is it safe to use my credit card?
All pages in the store that asking for or displaying personal data, including your credit card information, are secured by 128-bit SSL (Secure Socket Layer) encryption.

When will my account be Charged for my order?

If your card is authorized, payment will be taken immediately, and you will receive an email confirming that your order has been successful. If your card is not authorized, payment will not be taken, and we will email to let you know that your bank or card issuer wouldn't authorize the payment.

What VAT is charged on my order?

If you are buying goods for delivery to an EU address, then we will charge Italian VAT, where applicable. This is presented on the prices on the website. If you are buying goods for delivery to a non-EU address, Italian VAT is not applicable. If you choose a currency from the list in the top right corner of the page, this is presented on the prices on the website, otherwise it will be deducted at checkout.

Delivery

How do i know if my order has been shipped?

When you place an order you will get a confirmation email. Then you will get another email when the order has been actually shipped, which will include your tracking number. Read more

Which courier will deliver my order?

SUEDE store ships with

DHL (Italy / Worldwide)

Fedex (Europe)

How much is delivery?

You can find all the information you need regarding shipping costs via this link

Do you deliver to my country?

We ship to most countries in the world. However due to different circumstances there are some countries that we don't ship to.

You can choose what country you want your order delivered to at the Check Out section after you have added a product to your cart. If we don't ship to your country it will say "Unfortunately, we are not shipping to your country at the moment."

Returns

I have received an incorrect item!

First of all, sorry. Contact us straightaway with details regarding the matter, and we will sort it out as soon as possible.

Can i return an item?

We provide a hassle-free way to return your items back within 14 days from the delivery date. More info on our return page.

Can i use my own return service?

You can certainly use a different courier than the one that delivered the package. More info on our return page.

Have you received my returned goods yet?
We will send you a confirmation email when we will receive your returned goods.

How long does it take for me to get a refund?

We will fully refund you the same day we will get the goods back. Please note that card refunds can take up to 5 working days depending on your bank's processing time – which means that we are unable to influence this.

Can I return the product ordered online to the store?

No, online orders must be returned via this form

Privacy

What is your privacy policy?

SUEDE store is committed to protecting your privacy. We do not sell, trade, or rent your personal information to others, period. Go to our full privacy policy.

If you have any additional questions, concerns or comments please contact our Customer Service.