FAQs

1. CONTACT US

We're available to assist you before, during and after your purchase: please get in touch with any questions and our team will be glad to help.
Customer Service hours: Monday to Friday, 9am to 6pm
Email: customerservice@savait.com
Phone number: 0732 043156
We do our best to reply to messages within 1 working day.

2. ONLINE PURCHASE

a. Are the items on Savait authentic?
Savait is a market place that collaborates with some of the best boutiques in the world; we guarantee the authenticity of the products available online.

b. How do I place an order on your website?
Here’s how:

1. Choose a category or brand from the top navigation menu or search to explore a specific style or brand;
2. Select your desired item and click Add To Bag. Once you've added all items, it's time to checkout;
3. Sign in to your account or, if you've not yet created one, continue via guest checkout.
4. Enter your address, payment method and delivery details to place your order. We'll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.

c. Do I have to register to place an order?
You can place your order as a guest or register to enjoy personalized options and faster checkout.
Guests will need to enter their email address (for sending you updates on your order), shipping and billing details (for delivery purposes), and of course their chosen payment method.

d. What are the benefits of registering?
Your personal account allows you to customize your experience according to your interests and needs:
● Safely store your delivery addresses and payment details for faster checkout;
● Keep your contact details and privacy preferences up to date;
● Receive communications about new arrivals and special promotions dedicated to you;
● Manage your Newsletter subscription.

e. How do I choose the right size for me?
On the product pages we show the size on the original tag of the item, which will be a useful reference if you already own something by the same designer.
You will also find a link to our Size Guide where you can see the size conversions for various Countries and tips on the fit of the item.

f. Can I cancel an order once it's placed?
If you need to cancel your order, please contact our Customer Care within 15 minutes of your purchase.
Once we have prepared the package for shipment, the order can no longer be modified, but we will try to assist you whenever possible.

g. Can I change the shipping address of an order I have already placed?
No, unfortunately it is not possible to change the shipping address once an order that has been completed.

h. Can I add an item to an already completed order?
No, unfortunately it is not possible to add items to an already completed order.

i. Can I change the size and/or color of one or all the items of an order I have already completed?
No, unfortunately it is not possible to change a completed order.

l. What if my item doesn't fit?
If the purchased item does not fit, you can proceed with the same procedure as a return and then proceed with a new purchase anytime.

m. What do I do if I receive a defective item?
We guarantee that all our items are verified by our quality control department before they are shipped.
If you happen to receive a defective item, we ask you to send an email to customerservice@savait.com specifying your order number and item code, including photos (showing the security tag visibly attached to the item) so that we can assess the defect.
Please note that items that have been damaged due to normal wear and tear, improper use or by accident, are not considered defective items.

n. How is my package?
The items you have ordered will be carefully placed inside a protective Savait box and within the original packaging. Any other materials will be used if these are provided by the Partner (cloth bag, dust bag, protective plastic packaging, box) to ensure that they arrive in perfect condition.

3. SHIPPING AND DELIVERY

a. Where do you ship?
We ship worldwide.
Remember to select the Country you want to ship to before you start your shopping. The products you save in your Shopping Bag may no longer be available if you change Country.

b. What are the shipping costs and timing?
Orders are shipped from Italy.
Shipments outside EU are expected within 2/3 business days of taking charge of the courier.

Business days are Monday to Friday, excluding national and local holidays (orders are not shipped or delivered during weekends and holidays).
Please note these delivery times are approximate and will vary according to the courier and the delivery Country.
Make sure you select the Country where you want your order delivered before you proceed to checkout.
Shipping costs will depend on the shipping location.

c. Can I track my order?
We will send you an email with the Tracking Number as soon as the order has shipped.
Tracking information usually takes 24 hours from shipping to become active – please check back the following day if you don't see any immediate updates.

4. RETURNS

a. What is your return policy?
If for any reason you choose to send one or more items back, you must have to return your order within 14 days from the original delivery date by contacting our Customer Service. Shipping costs and import duties will be at your expense.
Before requesting the return, please make sure it meets these requirements:
● The item must be new and exactly as you received it, neither modified nor washed, with all labels and security tags attached including Savait's plastic warranty seal;
● Items must be tried on carefully to avoid any damage. Shoes must be tried on a soft carpeted surface to avoid any marks to the soles or upper;
● The package must be shipped from the same Country where you received the order;
● The order must be returned within 14 days from the original delivery date; we therefore recommend that you request the return at least 4 days before the 14-day period expires.
Returns that do not meet our policy will not be accepted and will be sent back to you.

b. How do I request a return?
All you need to do is contact Customer Service. Remember to specify your order number and delivery Country as this will help speed up the process.
Customer Service will provide you with an authorization number (RMA).

c. How do I ship the return items to you?
After receiving your return authorization (RMA number), follow these simple steps to ship your return back to us:
● Carefully pack the items in a suitable package (the original order box or a similar, sturdy box);
● Attach the return label to the outside of the box (make sure to cover up or remove any existing labels)
● Wait for the courier.

d. Does my order need to be returned in the Savait package it arrived in?
We recommend returning your item in the reusable Savait package provided, but if you're unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.

e. Do you offer size/colour exchanges?
We cannot accommodate exchanges at this time, however if you prefer not to keep an item – whatever the reason – you can return it for a full refund within 14 days.

5. PAYMENTS AND REFUNDS

a. Which payment methods are available?
We accept major credit/debit cards, PayPal and Shop Pay.
You will find the complete list of available methods in your cart.

All transactions are made in the store currency. Your payment details are protected by the most modern security protocols, encrypted and unreadable by third parties.
We ensure the safety of all payments thanks to the most up-to-date security protocols.

b. Is IVA included in the product price?
IVA is not included in the price.
You might be asked to pay IVA and Duties when your order will be shipped or returned if provided by the Country Customs Agency Rules.

c. Which currencies can I shop in?
This is determined by the store your shopping from. Anyway, the currency will be displayed at checkout before placing your order.

d. How will I receive my refund after a return?
Your refund will be issued through the same payment method used for the purchase.
We try to handle returns as quickly as possible as soon as they arrive at our warehouse. Please bear with us for a few days while we run a quick check on the items and verify all return conditions have been met.
Once we have verified these conditions, we will send you an email to acknowledge the return has been accepted.

e. How long will it take to see the refund?
The refund is issued after the return has been accepted. You should see the credit within 15 days from receiving our refund confirmation.
However, please consider this timing is subject to banking procedures and that it may vary for different Countries / payment methods.