Frequently Asked Questions – FAQ’s
Production & Manufacturing
How long will my order take to be produced?
The usual production time is about 3-5 weeks. Remember that you are purchasing a made-to-order pair of shoes, that is, your pair is not produced in advance, every part of it will be hand-crafted, exclusively for you, after submitting your order. From start (leather hand cutting) to finish (sole stitching).
Also, please bear in mind that some customizations and artisan methods (i.e Patina Finishing) are more time consuming than others. If you customize your order with them, we might exceed the standard manufacturing time.
What happens if my order is delayed?
We will do our best to fulfill the above production time for all the orders, however, as a hand-made production process, our production line is subject to issues which are out of our control. Issues like stains or broken pairs while moulding the shoes, forces us to start the manufacturing process from the beginning.
In those rare cases, we promise to keep you informed , and try to re-manufacture the broken pair as soon as possible.
On the unlikely event of not being able to produce your pair again from the beginning (i.e. Out of stock of a certain material) we will contact you immediately and offer an exchange or a full refund
How do I modify my order?
Since this a made-to-order service, we do not allow to cancel or modify an order which has been placed and paid on our systems, since it will be automatically sent to production right away after the payment.
If you spot any error after submitting an order, please, send an email to our support team as soon as possible, to review your case individually
Can I cancel my order?
After placing an order and submitting the payment, the order is automatically launched to production on the factory. Raw leather is hand-cut during the first 48 hours, and sole unit also starts to be manufactured. Production process continues until the pair is finished after 3-5 weeks.
Shipping & Delivery
Do you deliver to my country?
We ship worldwide using either DHL or UPS Express Worldwide service.
How long for my delivery to arrive?
Once the order production has finished we will usually pack and process the shipment in 24-48h. Your pair will be shipped from our workshop in Spain.
Transit time depends on your country and postal code. The majority of the orders are delivered in about 3-4 days.
What are the associated shipping costs?
Absolutely zero! We offer free shipping across our site!
Do I have to pay for customs duties or import taxes?
Yes, you are responsible for any custom duties and import taxes required but the customs agency of your country. Each country has different regulations regarding taxes and duties.
Payments & Invoices
What payment methods do you accept?
We accept payments from PayPal and debit/credit cards (visa, mastercard, amex, maestro)
Why is my credit card being rejected for payment?
There are many reasons for a transaction to fail, please check the info below and try again:
- Wrong card data: please try again, and make sure you enter exactly the same information printed on the card
- Credit/debit limit: some cards have a daily/monthly transaction limit (for ex. 600 EURO), for security reasons: please, contact your bank or try with another card
- 3DSecure verification fail: Card is not enrolled on 3DSecure or you can’t get trough your bank verification process: please, contact your bank or try with another card
What is 3DSecure and how it works?
Our website uses a secure payment gateway, which includes a 2nd step of verification called 3DSecure. The addition of 3DSecure protection allows for extra security on all transactions through our website.
After entering your credit card information and click on the payment button, you will be redirected to a 2nd verification page, which is entirely handled by your bank.
Depending on the bank, the 3DSecure verification process varies. The usual procedure involves texting a secure code to the authorized mobile phone, or using a special verification pin code, only known by the rightful owner.
This process is entirely handled by your bank, not us. If the 3DSecure validation is not successful, the transaction will fail.
Are my card details safe on your site?
We use STRIPE® as a payment processor. Your credit card data is safely transmitted to our processor gateway using an encrypted SSL connection.
Stripe is one of the most valued payment processors worldwide. Their servers are full PCI compliant and are managed by industry-leaders security experts
How do I download my invoice?
You will receive an email with our Commercial Invoice shortly after placing a new order.
Also, if you created a personal account on civardi-shoes.com before or during the purchase, you can access to My Account, all invoices are stored there for your convenience.
If you are unable to locate your invoice, please, contact us at [email protected]
Returns & Refunds
Do you accept returns?
Items that are (a) individually produced Made-to-Order, that is, manufactured strictly based on customer’s specifications and produced exclusively after the purchase, or (b) engraved / embroidered initials or any other type of special customization, may not eligible for a refund, unless one of the following reasons occurred (damaged / defective merchandise on arrival, quality issues)
In the case of the incorrect size being ordered, a replacement of exactly the same style and specifications will be produced in exchange upon receipt of the original pair. The return postage will be paid by the customer but we will pay for the postage of the replacement pair.
Products must be returned in new condition (no visible wear on the upper or sole of the shoe; no visible creases or stretch marks on belts), and with the original packaging.
Please, do not ship back any item without requesting the appropriate RMA authorization code in the first place. Delivery of unauthorized merchandise will be rejected.
Do you accept size exchanges?
Yes. If you received an item and it does not fit you, we do accept a size exchange.
Refer to the Return FAQ to learn more about the process. Please, do not ship back any item without requesting the appropriate RMA authorization code in the first place. Delivery of unauthorized merchandise will be rejected.
Do I have to pay for the returning shipping costs?
Yes, you will be responsible for paying for your own shipping costs for returning your item, unless otherwise stated.
If you are shipping back an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
How long it takes to receive a refund?
The refund will appear in your account balance in the next 7 to 15 working days after you receive the email confirming the refund, although this may vary depending on the conditions of each bank.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]