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assistance and warranty

Cuoieria Fiorentina always strives to satisfy all clients.
Scrupulous attention to design and the production process, together with an attentive customer care service, guarantee product durability over time.

Store Locator

Find a Cuoieria Fiorentina store near you

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telephone

We are available from Monday to Friday, from 08:30 am to 6 pm

TEL. +39.0558635629

FAQs

ORDERS and PAYMENTS

CAN I SAVE MY FAVOURITE ITEMS AND ORDER AT A LATER DATE?

Of course, select the items you would like and save them in your Wishlist. You can check them when you access your Account. When you are ready to make your order, click on “Add to cart” and proceed to product availability confirmation and payment.

HOW DO I PLACE AN ORDER?

Select the item, indicate colour and quantity and click “Add to cart”. When you have completed the form, check that all details are correct, select the destination and method of payment and click on “Proceed to checkout”. You will receive a confirmation email stating the code number of your order; then you may proceed to payment. We will send you another email, to inform you that your payment has been received.

CAN I MAKE AN ORDER AS A GUEST?

Yes, certainly, you only need to give your Name, Last name, delivery address, tax details if you require an invoice, current telephone number for courier service and email address to receive information related to your order.

HOW DO I ACTIVATE A PROMOTIONAL CODE?

If you are in possession of a promotional code (received from us by email or in one of our shops), you can enter it into one of the appropriate fields in the cart. If the coupon is valid, the discount will be applied immediately and deducted from the amount of your order. Pay particular attention to special conditions, expiry dates and restrictions; some items or collections, which are already discounted, may be excluded from the order, or else a minimum price limit may be in place.

CAN I MODIFY OR CANCEL MY ORDER BEFORE IT IS SENT?

Yes, until you receive the notification confirming payment. After this point the order cannot be cancelled or modified, you can however contact our client service by email at info1@cuoieriafiorentina.it, by phone: + 39 055 8635629 or by sending a message on WhatsApp: + 39 3426123318 to activate the return procedure.

CAN I REQUEST GIFT PACKAGING?

Of course, once you have received the order confirmation, fill in the form in the Assistance section and specify your request in the message area. Always cite your order number and the delivery address. We will wrap the present beautifully.

WHAT PAYMENT METHODS DO YOU ACCEPT?

You can pay in complete security by bank transfer, credit card, PayPal and PayPal express (Visa, MasterCard and American Express circuits) and by cash on delivery for orders under €1000,00. In this case a commission of €3,00 will be applied for the service. Attention: for payments made by bank transfer, the delivery of the goods will only be made once the sum is accredited to our account. For this reason, we advise that you send us the receipt of the transaction with the CRO number to info1@cuoieriafiorentina.it to speed up the process.

ARE MY PURCHASES ON CUOIERIAFIORENTINA.IT PROTECTED?

Certainly. Cuoieria Fiorentina online shop uses SSL3 Security Sistem (secure socket layer), an advanced security system for data encryption which protects the user and their online transactions preventing the translation, reading or decoding on behalf of third parties with malicious intent.

SHIPPING AND DELIVERY

HOW LONG WILL IT TAKE TO PROCESS MY ORDER?

Your order will be processed within 5 working days from order and payment confirmation, but may require less time if the item is available immediately. If, on the contrary, the item is not available in any of our stores, the staff will contact you within 48 hours and inform you of necessary time required for production of the item or propose an alternative or lastly a refund.

Attention: for payments made by bank transfer the delivery of the goods will only be made once the confirmation of the sum is accredited to our bank account. For this reason we advise that you send us the receipt of the transaction with the CRO number to info1@cuoieriafiorentina.it to speed up the process.

HOW MUCH ARE THE SHIPPING COSTS?

The shipping costs in Italy are standard and amount to €6.00. Shipping abroad varies according to weight/volume of the order, final destination (UE, EXTRA UE) and the possibility of custom duties. In all cases the amount of shipping costs will be calculated automatically and always be viewable in the order summary, before payment. Free delivery for orders over the amount of €100 for destinations in Italy.

WHAT TRANSPORT IS USED FOR THE DELIVERY?

In order to guarantee a fast and efficient delivery we rely exclusively on express courier services, of which we have specific agreements to ensure secure and sustainable costs. We mainly use Bartolini for Italy and DHL for abroad, but you could also receive the goods from other couriers.

CAN I TRACK THE SHIPMENT STATUS OF MY ORDER

Of course. As soon as it has been shipped, we will send you an email with all the information you need, including the name of the carrier and tracking number. Starting from 24 hours after your order has been shipped, you can check the delivery status on the courier’s website or from your account.

WHAT ARE THE TRANSPORT TIMES REQUIRED FOR DELIVERY?

The time required for the delivery depends on the courier and the final geographical area of destination. For deliveries in Italy, the average transport time is 24-48 hours and 3-5 days for the Islands. For deliveries within the EU, 1-3 days are required. For shipping to EXTRA EU Countries (Transatlantic shipment) it is necessary to allow 1 to 5 days. Once the goods are in the possession of the courier, Cuoieria Fiorentina is not responsible for any delay of delivery.

WHAT HAPPENS IF I’M NOT PRESENT AT THE TIME OF DELIVERY?

The courier will make two attempts; if you are unable to be present or to be contacted at time of delivery in both cases, you will be obligated to pick-up the goods directly from the courier warehouse, where you will be liable to pay storage charges. In the case of non-collection and return of goods to Cuoieria Fiorentina, the amount owed regarding storage charges, transport and return delivery will be deducted from the amount that will be refunded.

CAN I COLLECT GOODS DIRECTLY FROM THE STORE?

No, unfortunately we don’t offer the “click and collect” service at the moment, however prior to payment, you can contact our client service by sending an e-mail to info1@cuoieriafiorentina.it, calling tel: 055 8635629 or sending a message via WhatsApp to the following number +39 3426123318. Under certain circumstances your request will be assessed at the discretion of the company owner and you will be personally informed.

CAN MY ORDER BE DELIVERED TO A DIFFERENT ADDRESS?

Of course, enter the new address in the section “my addresses” in your account and select it prior to payment. Following the confirmation process (order, payment, delivery), you will be notified by e-mail and the invoice will be forwarded to the specified address. The goods will be delivered with the accompanying commercial document.

RETURNS AND REFUNDS

WILL I RECEIVE THE SAME GOODS SEEN ON THE WEBSITE?

Of course, all of the items available on our site cuoieriafiorentina.it perfectly correspond with the images presented on our site. Slight variations of colour may exist due to the type of computer screen in use.

IS IT NORMAL TO FIND SMALL IMPERFECTIONS IN LEATHER?

All of our products undergo strict quality control during all phases of production. Our products are made with genuine leather and eventual variations in colour shades and small superficial imperfections may occur. Therefore they can never be considered defective when such imperfections are not obviously caused by other damages throughout production and/or packaging. On the contrary, they represent characteristic details that guarantee the exclusive value of the product and the excellent quality of leather used as well the treatment employed.

CAN I RETURN ONE OR MORE ITEMS PURCHASED ONLINE?

For whatever reason your order does not satisfy your expectations you may return goods within and no later than 14 days from the date of delivery. It is required to immediately inform Cuoieria Fiorentina of the return through a registered return letter. The return must be approved by our staff once the goods have been received.

HOW DO I MAKE A RETURN?

The goods must be returned intact, in their original packaging, together with the relative warranty cards and accompanied by the Cuoieria Fiorentina completed return form (on request at info1@cuoieriafiorentina.it) and sales documents: all original copies. If you wish, you may return the goods using our courier services or rely on another courier of your choice. The cost of return delivery to Cuoieria Fiorentina will be at your expense.

CAN I RECEIVE A REFUND ON THE RETURNED GOODS AND/OR DELIVERY COSTS?

Once your return goods have been received the staff at Cuoieria Fiorentina will verify that all requirements have been met and, if so, you will receive a confirmation e-mail. If however, there is a decrease in the value of the returned goods you will be informed of the amount the compensation will be reduced by. In any case the refund will be made within 30 days of the restitution of the goods excluding the net price of the delivery costs.

CAN I REQUEST TO EXCHANGE GOODS THAT HAVE BEEN PURCHASED ONLINE?

If your purchase does not meet your expectations or verified defects are found, you may request an exchange of goods by following our return policy procedure. We will send you a discount coupon with a promotional code number equal to the same amount, which will be valid for your next purchase in one of our stores or on cuoieriafiorentina.it.

CERTIFICATION AND WARRANTY

ARE MY GOODS UNDER WARRANTY?

All of our products are covered by warranty in accordance with Italian law, meaning any online purchases are covered by our guarantee of quality. For further information, consult the conditions of sale or contact our client services by sending an e-mail to info1@cuoieriafiorentina.it, by calling 055 8635629 or send a WhatsApp message to +393426123318.

WHEN IS THE WARRANTY APPLICABLE?

In all situations where the received goods differ to that ordered and confirmed. Furthermore, the warranty is valid when the packaging is damaged or when the goods are damaged or defective.

I RECEIVED A PACKAGE THAT HAS BEEN MANHANDLED, WHAT SHOULD I DO?

If on delivery you notice damage to the packaging (parcel spoilt, open or wet) before signing the receipt, check the goods and if there is any evident damage or if goods are missing, report the fact to the courier. At this point, contact client services immediately.

I RECEIVED A BAG DIFFERENT TO THAT WHICH I ORDERED, CAN I RETURN IT?

If the wrong bag has been sent to you (or the product is faulty or missing) please contact our client services immediately by sending an email to info1@cuoieriafiorentina.it, calling 055 8635629 or by sending a Whatapp message to +39 3426123318. For the return procedure see previous FAQs.

CARE OF THE PRODUCT

ARE ALL YOUR PRODUCTS HANDCRAFTED IN ITALY?

Of course. All Cuoieria Fiorentina products are made in Italy using completely natural leather (full grain or calf), tanned, dyed and processed according to antique artisan methods, modelled using the most sophisticated technology and finished scrupulously by hand. For this reason any imperfections, marks or micro-defects in the leather are to be considered an element of quality which certifies the originality of the product and exalts and reinforces their uniqueness.

WHAT DOES THE CERTIFICATION MADE IN ITALY MEAN?

The certification Made in Italy is most commonly known with the wording “genuine leather Made in Italy”. In some cases, it’s accompanied with the Italian flag in material and often appears on the tag attached to the product, which certifies its authenticity.

WHAT DOES VEGETABLE-TANNED LEATHER MEAN?

It refers to a slow process based on the use of natural tannins extracted from trees. It is an antique traditional Tuscan method, ecological and extremely refined and is able to provide the leather with a unique soft, natural characteristic. The rawhide that undergoes this type of process requires special continual care.

HOW DO I KNOW FOR CERTAIN IF THE LEATHER HAS BEEN PROCESSED WITH THE VEGETABLE TANNING METHOD?

The use of this type of tanning method is certified by a specific label bearing the trademark of the Genuine Italian Vegetable-Tanned Leather Consortium. It is accompanied by anti-counterfeiting methods and with progressive registered numbering.

HOW CAN I TAKE CARE OF MY BAG?

All natural leathers require specific precautions in use and maintenance to ensure the leather remains polished, soft and flexible. The first rule is not to overload the bag and polish it periodically using a neutral wax. Never rub vigorously nor use hard bristle brushes. It is also essential to keep it away from moisture and direct heat, perfumes, solvents and oily substances (make-up).

WHAT SHOULD I DO IF MY BAG GETS WET?

To avoid permanent stains or the formation of folds and splits; - do not expose the leather directly to the hot air of a hairdryer nor place the bag on a radiator to accelerate drying. Instead, sponge the wet area with a dry cloth and leave it to air dry naturally for the necessary time.

HOW DO I STORE A BAG THAT I’M NOT USING?

Completely empty your bag, leather sack, suitcase or accessory and place it in a dry safe place to air out, then delicately clean it to remove dust by using a soft cloth. It is recommended to fill the bag with tissue paper or plain paper (without print/ink that could stain both the bag lining and leather over time). Place it in its original dust bag and store it in the wardrobe away from metal elements.

HOW SHOULD I CLEAN MY LEATHER SACK?

In order to preserve the beauty and resistance of the leather items, it is necessary to apply a neutral cream polish and rub gently to avoid scratches. Never expose to moisture or a direct source of heat. When the leather items are not being used, it is necessary to place them in a dry place to air out in order to avoid the formation of mould. Possible nuances, streaks or stains may form due to the use of the leather sack and are, in fact, valuable features that increase the uniqueness of the product.

HOW CAN I MAINTAIN THE BEAUTY OF MY LEATHER BAG?

As much as the leather is long lasting, it is very sensitive to sunlight: the parts exposed to direct sunlight tend to remain lighter in colour. Water creates dark marks often becoming permanent and even cracks can develop when it dries too quickly. Scratches remain engraved like distinct signs of use and character. However, its extraordinary charm is in its unmistakable scent and, above all, it’s unique ability to tell the story of those who use it.

I NEED TO REPAIR MY BAG. CAN YOU HELP ME?

Of course, send an e-mail requesting assistance to info1@cuoieriafiorentina.it accompanied by one or two detailed photos with enlarged images of the damage to be repaired. We will contact you as soon as possible to inform you how to proceed and/or inform you of a price quotation if the damage is not covered by warranty. In any case, Cuoieria Fiorentina reserves the right to evaluate each case by providing the opportunity to repair the damage or to propose compensation.

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