FAQ

You can consult the status of your order and the tracking of the shipment in the initial section of the order page of interest, which can be reached from the HISTORY ORDER of your Personal Account.

If the order has been dispatched, you can find the tracking link in the dispatch confirmation email to track your shipment.

You can request a return by choosing the items to be returned and the relevant reason by clicking on the relevant order in the ORDER HISTORY section of your Account.

You can view the procedure on the RETURNS AND REFUNDS page.

We are only able to satisfy size exchange requests. If you wish to purchase another model, or the same model in a different colour variant, please request a return and create a new order for the item you wish to purchase. In case you would like to make a Size Change:

1.Go to the ORDER HISTORY.

From within the "Order Summary" for which you wish to request a size change:

2. Select the article(s) you wish to exchange by choosing the appropriate option in the drop-down menu.

3. In the notes field you can indicate: the new desired size for the replacement product.

4. After receiving the email approving your return request, place the items inside the package, seal it firmly and apply the prepaid shipping label to the outside of the package.

After the return of your return, we will ship you the replacement product at no additional cost. If not available, we will contact you. Please read the conditions on the RETURNS AND REFUNDS.

Each Product may only be exchanged or returned once.

For each FRATELLI ROSSETTI product there is a detailed size guide according to the different international measurement criteria. In it you can also find a guide to help you choose the most suitable size.

Our Customer Service is in any case at your disposal to answer any questions you may have, you can find all references on the CONTACT US page. We are at your disposal:

• by telephone on +39 02 4507 7673 active for assistance in Italian and English from Monday to Friday, from 9:00 to 20:00 excluding holidays.
• by sending us a written request to the form HERE

It may happen that at the time of purchase a size is available, but then in your order it is cancelled due to a simultaneous purchase by another user. In these rare cases you can contact us and we will let you know if the product will be available again.

Our Customer Service is at your disposal to answer your doubts and questions about products, and will forward them to the appropriate department. You can find all references on the CONTACT US page. We are at your disposal:

• by telephone on +39 02 4507 7673 active for assistance in Italian and English from Monday to Friday, from 9:00 to 20:00 excluding holidays.
• by sending us a written request to the form HERE

If you have forgotten your password, you can set a new one by clicking on the "Forgot your password?" section on the LOGIN page.

You will have to enter the e-mail address with which you registered and you will receive an e-mail with a link to change your password.

Alternatively, again from the LOGIN page, you can access with the credentials of your FRATELLI ROSSETTI CARD by entering your customer code and the relative password, which you received when you first registered on the site.

You can find all information on the payment methods accepted on the PAYMENT METHODS. For non-euro transactions, AMEX cannot be used.

If you choose the Credit Card/PayPal payment method, please pay attention to the confirmation of the payment itself, to be made via your bank's link/app:

From 28 December 2020, online payments are even more secure thanks to the new European PSD2 regulation introducing new authentication rules.

Your shopping experience will always remain fast and secure, you will simply have to confirm your identity each time you make an online payment by entering a temporary code for example or by using your fingerprint on your bank's app. Remember that each bank will apply new and different authentication methods. Therefore, do not forget to contact your bank to activate this service.

Once you have added the products to your shopping cart and entered your shipping, billing and payment details, proceed to the next page. Once you have reached the payment stage, you will receive a notification to authenticate in the manner required by the PSD2 regulation and your bank.

If you still cannot finalise the payment, we advise you to change your browser, change your device (PC/mobile phone) or check with your bank.

Our Customer Service is at your disposal to answer your doubts and questions about products, and will forward them to the appropriate department. You can find all references on the CONTACT US. We are at your disposal:

• by telephone on +39 02 4507 7673 active for assistance in Italian and English from Monday to Friday, from 9:00 to 20:00 excluding holidays.
• by sending us a written request to the form HERE

It is often possible online to find scam sites with counterfeit FRATELLI ROSSETTI products and attractive promotions. These sites have a domain consisting of the name FRATELLI ROSSETTI or small variations of the same, sometimes combined with generic words such as 'outlet' or 'shoes'.
The names of these websites are specially chosen by counterfeiters to mislead customers, and the risk is to be defrauded and robbed of their sensitive data, including payment details.
The only official and authorised site is https://www.fratellirossetti.com, and it bears the nomenclature https:// prima di “www.” typical of secure and certified domains.