FAQ

FAQ - frequently asked questions

Welcome to Colognese.com, your ultimate online destination for the latest trends, style inspiration, and a wide array of fashion products. We understand that navigating the world of fashion can sometimes be a bit overwhelming, which is why we've created this comprehensive FAQ section to address any questions or concerns you may have.

Account

How can I create an account?
To create an account, simply click on "SIGN IN" at the top right corner of the homepage. A window will pop up: click on "REGISTER NOW." To proceed with the registration, you will need the following information: first name, last name, email address, and a personal password. This information is confidential and will not be shared with third parties.

Articles

Are the items for sale authentic?
Colognese 1882 is an official retailer that offers a wide selection of authentic products from high-fashion brands, both online and in our Montebelluna boutique, including clothing, footwear, and accessories from top fashion houses.
Are sold-out items restocked?
Colognese 1882 provides real-time information on the availability of items in all our warehouses and in our retail store. If a specific size is currently unavailable, it means it's sold out, and we cannot guarantee if it will be restocked later in the season. We recommend regularly checking the item or collection page for any new availability.

Orders

When will my order be shipped?
Orders received (except those placed on weekends) are processed within the next business day and then handed over to the courier. Once the order is handed over to the courier, delivery times are 1-2 business days for Italy, 2-5 business days for the rest of the world, with some exceptions.
What are the shipping costs?
Shipping methods and their associated costs vary depending on the destination country. Please note that for shipments outside the European Union, any taxes and customs fees are the responsibility of the customer. For complete details on this information, please refer to the "SHIPPING AND RETURNS" section on our website.
Is it possible to cancel an order?
Cancellation is only possible for orders that have not been processed yet. To request the cancellation of an order, please contact our customer service at the following email address: customercare@colognese.com
Can I add an item to a completed order?
We regret to inform you that it is not possible to add a new item to a completed order.
What payment options are accepted?
We accept payments with credit cards (Visa, Mastercard, Maestro), Google Pay, Bancomat Pay, and PayPal to provide a secure and convenient payment experience.

Returns

How can I make a return?
A request to return one or more items from an order can be made within 14 days of order delivery, and the return shipment to the retailer must occur within 14 days of receiving the instructions. The customer is required to send written communication regarding the intent to return the item to customercare@colognese.com, specifying the order code and the item they intend to return, and they will receive instructions for the return.
When will I receive my refund?
Once the integrity of the product is verified, the refund procedure will be initiated, which may take up to 7 business days.
What are the shipping costs for a return?
Return methods and associated costs vary depending on the delivery country and the chosen shipping company.

Promo Code

Why is the promotional code not applicable to my purchase?
Promotional offers have a limited validity period and cannot be combined with other promotional codes. Furthermore, these promotions are not applicable to the purchase of selected items or brands excluded from the promotions.

Shipping

Can I change the shipping address for an already placed order?
It is possible to change the shipping address only for orders that have not been processed yet. To request a change in the shipping address, please contact our customer service at the following email address: customercare@colognese.com
How can I check the status of my shipment?
As soon as DHL takes charge of the package, you will receive a tracking code via email that allows you to monitor the shipment's progress on the DHL website at www.dhl.it. It is important to note that the presence of the customer or their representative is required for the delivery of the goods.
How can I contact customer service?
Our customer service is at your disposal and will be happy to provide assistance. You can contact us at the following contact: Email: customercare@colognese.com They will respond to your inquiries from Monday to Friday, from 8:30 a.m. to 5:00 p.m. (ITALIAN TIME).

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