To make you never feel alone, we are at your disposal for any kind of help or question. You can contact us via E-mail, via Whatsapp or Telephone. For any questions related to product, fit, custom-orders and pre-orders, do not hesitate to contact us.
Via E-mail: firstname.lastname@example.org
Via Whatsapp: +39 389 29 17 948
If you want information on shipping and tracking
Via E-mail.com: email@example.com
Or Telephone: + 39045 6351552 From Monday to Friday from 9.00 AM CET to 1.00 PM CET and from 2.00 PM CET to 6.00 PM CET.
Shopping at edhenmilano.com is really simple. Once you have added your favorite shoe to the cart, let us guide you step by step to complete your purchase.
At the time of payment you will be able to choose between different options the one you prefer among:
- Credit Card (Visa, Mastercard, American Express, VisaElectron)
If you can't complete your purchase, don't worry!
Write us via E-mail or via Whatsapp, we will be happy to help you.
Whatsapp: +39 389291794
HOW CAN I CHECK THE STATUS OF MY ORDER?
You will receive an initial confirmation email upon placing your order, and a second email once it ships that will include a tracking number. If you haven’t received this email, please let us know at firstname.lastname@example.org or via telephone at + 39045 6351552 from Monday to Friday from 9.00 AM CET to 1.00 PM CET and from 2.00 PM CET to 6.00 PM CET.
CAN I ORDER EDHÈN BY PHONE?
Of course! You can order your pair directly on Whatsapp at +39 3892917948.
We will reply as soon as possible.
MY SIZE IS NO LONGER AVAILABLE, CAN I STILL PROCEED WITH THE PURCHASE?
Don't despair! If your size is not available we have thought of you by activating the pre-order service.
Selecting the size, you will see directly if the product is in stock or not. If this is not available, select your size anyway, click on the pre-order button and complete your order by following the normal check-out steps.
Your order, made expressly for you, will arrive at your home in maximum 4/6 weeks.
If you still have doubts, emails us at email@example.com or via Whatsapp at +30 XXXX.
WHERE DO YOU SHIP?
We ship worldwide!
HOW SOON WILL I RECEIVE MY EDHÈN?
From the moment the courier collects your order, deliveries to Italy take approximately 24/48 hours while international deliveries take approximately 48/72 hours. We will try to arrive as soon as possible!
ARE THERE ANY ADDITIONAL SHIPPING COSTS?
Standard rates applied vary by geographical area regardless of how many pairs you decide to order.
Shipping to Italy is free.
The shipping cost for Europe is € 15.
The shipping cost to the United States is € 25.
The shipping cost for the United Arab Emirates is € 30.
The shipping cost for the rest of the world is 40 €.
Please note that international customers may be required to pay duties and taxes upon arrival of the goods in their country.
MY PACKAGE DIDN'T ARRIVE, WHO CAN I CONTACT?
Once the courier picks up your package, you will not be left alone.
In case of delivery problems, contact us via e-mail at firstname.lastname@example.org or via telephone at + 39 045 6351552 from Monday to Friday from 9.00 AM CET to 1.00 PM CET and from 2.00 PM CET to 6.00 PM CET.
We will solve every problem together.
Exchanges & Returns
IS IT POSSIBLE TO MAKE CHANGES AND RETURNS?
Of course, it is possible to make a change or a return within 14 days of delivery of the product which must be in the original conditions.
WHAT CONSTITUTES "ORIGINAL CONDITION"?
Original condition means that the item has not been scuffed, stretched, or worn, which means:
• It has not been worn or used. We therefore advise you to try your EDHÈN shoes on soft surfaces such as carpets or rugs in order not to damage the sole.
• It has not been washed, damaged or modified.
• It comes in its original packaging and with its accessories.
HOW CAN I RETURN OR EXCHANGE?
From the moment you receive the shoes, you have 14 days to contact our Customer Service to open the return or exchange procedure.
You can arrange the pick up by the courier to return your order by contacting Customer Service via email at email@example.com or by calling usa t + 39 045 6351552.
In case of return we kindly ask you to specify the reasons and, if possible, to attach photographic material useful to speed up your practice.
For changes you just have to specify the new desired size. Costs and risks associated with returning the products will be your responsibility.
CAN I RETURN MY EDHÈN MIANO PRE-ORDER OR MADE-TO-ORDER?
The made-to-order or pre-order pairs have been made especially for you. For this reason it will not be possible to make a return.
WHEN WILL YOU REDUND ME?
Please allow up to 14 days for your return to be processed, at which point you’ll receive an email from our system notifying you of the refund.
You will be refunded using the payment method that is most convenient to you.
You will not be charged for any reimbursement.
I'M NOT SURE ABOUT MY SIZE...WHICH ONE SHOULD I ORDER?
Our shoes fit true to size so we advise you to buy the size you usually wear. In case you still have doubts look at the table below.
I HAVE A THIN FEET, WHAT SIZE DO YOU RECOMMEND?
Choose your usual size, the fit will be perfect!
I HAVE A WIDE FEET, WHAT SIZE DO YOU RECOMMEND?
If you have wide feet, we advise you to order half number more than your usual size.
MY SIZE IS NOT AVAILABLE, HOW CAN I DO?
Don't despair! Try with our pre-order service. Selecting the size, you will see directly if the product is in stock.
If this is not available, select your size anyway, click on the pre-order button and complete your order by following the normal check-out steps.
Your order, made expressly for you, will arrive at your home in maximum 4/6 weeks.
If you still have doubts, contact us at firstname.lastname@example.org or via Whatsapp at +39 389 29 17 948
Terms and conditions
The contracting party is LUXCOMM S.r.l., registered at Via Fatebenefratelli 5, 20121, Milan (MI), VAT 9313230964.
By placing an order via the online store www.edhenmilano.com, the Customer acknowledges having read all the information provided during the purchase process and wholly accepts the general following conditions and terms of payment laid out below.
All products presented on the site are accompanied by a detailed summary of the item, which includes informative photographs.
Despite this, the images and colours of the product can vary according to your browser and computer screen.
Before placing your order, we ask you to carefully read the product information and contact customer service for more information.
All products presented on the website are available except for those which are clearly worded otherwise.
Products for sale are offered according to the terms and conditions set out by the contract and published on the website at the time of purchase.
To make a purchase, the Customer should carry out the instructions on the website to crate a shopping basket and confirm his or her intention to purchase the products that they have selected.
The contract, referred to when registering on the website or by placing an order, is considered to be binding and agreed upon by both parties when LUXCOMM S.r.l. delivers the purchase confirmation to the Customer’s email inbox.
The confirmation message will contain the date and order number, both of which should be referred in any further contact with LUXCOMM S.r.l. relating to the order.
The Customer is responsible for making sure that all the details provided are correct and for keeping them updated using their log-in details.
In the case of unforeseen product unavailability, no charge for the order will be made to the Customer.
Cancellations made after the order has already been handed over to the shipping company will instead need to be carried out by the Customer, by using their cancellation rights valid within 14 (fourteen) days after delivery.
The Customer will be responsible for the costs of returning the product to LUXCOMM S.r.l.
The prices on the website are in euros (€), and in dollars ($), as as reference currency, and include VAT.
The prices of individual products do not include delivery.
The cost of delivery will be specified at the checkout.
The total price at the end of the order includes delivery costs.
The amount should be paid using one of the following methods:
Credit card or prepaid credit card
All major credit cards such as Visa, Mastercard, Visa Election, and PostePay are accepted.
The website is committed to the secure protection of credit card and personal details.
All sensitive data are encrypted during their transmission using SSS (Secure Sockets Layer) technology, which is has been adopted all around the world as the safest and most secure.
All details are then stored on secure servers and far from possible Internet connection.
However, it remains the Customer’s responsibility to ensure that their browser is compatible with SSS technology, in order to conclude the order.
The cardholder is responsible for ensuring that he or she has enough credit to fulfil the amount required.
For purchases made using Paypal, Paypal will immediately charge the amount of your purchase simultaneously as the transaction if completed online.
LUXCOMM S.r.l. is not able to have access to the purchaser credit card’s details or other information provided to Paypal at anytime during the purchase process.
If you buy with Scalapay You acknowledge that the installments will be transferred to increment SPV S. R.L., to related parties and their assignees, and that you authorize such assignment.
A purchase made with a bank transfer needs to be carried within 48 hours after the order has been placed into LUXCOMM S.r.l.’s registered bank account with the following details:
Bank: UniCredit S.p.A.
Account Holder: LUXCOMM S.r.l.
Branch: Milano Moscova
IBAN: IT 88 G 02008 01611 000104081240
The amount needs to be credited to the account for the order to be fulfilled.
For every order that is completed on www.edhenmilano.com, LUXCOMM will send an invoice for delivery, by email or by post to the address provided by the Customer according to Presidential Decree 445/2000 and Decree Law 52/2004.
For the invoice, LUXCOMM will use the details provided by the Customer when placing the order, and it is not possible to modify these details after the invoice has been issued.
Customs charges are payable by the Customer and are calculated according to the law in the country of destination for the shipment.
LUXCOMM has no knowledge of the sum of the customs charges, which will be declared by the courier once the order has reached its final destination.
In the case of customs charges not being paid for, which causes the shipment to be rejected or abandoned, the cost of delivery and custom charges will be subtracted from the amount of the order and only the difference will be reimbursed.
Any customs or import duties are charged once the goods reach the destination country and these charges are your responsibility and must be paid by the recipient.
Unfortunately we have no control over these charges and cannot tell you what the costs will be as customs policies and import duties vary from country to country.
DELIVERY METHODS AND TIMINGS
For each order placed on ww.edhenmilano.com, LUXCOMM sends out a receipt or invoice for the item(s) and makes it available on the customer’s control panel.
In order to issue the invoice, details will be taken from those provided by the Customer.
After issuing the invoice, no change can be made.
It is the Customer’s responsibility to check that he or she is able to receive the Product before placing the Order.
From the moment the order is delivered to the courier, national deliveries can be expected in 24-48 hours and up to 72 hours for islands and geographically hard-to-reach areas, and international deliveries can be expected in 48-72 hours, except for cases of ‘force majeure.’
LUXCOMM cannot be held responsible for delays with the courier in the delivery of the order.
Upon delivery of the order, it is up to the Customer to check that:
The number of packages delivered corresponds to the number on the transport document.
The packaging is whole and undamaged; neither wet or altered in anyway, including sealing materials (adhesive tape or heat-sealed strapping).
Any damage to the packaging and/or the product or a missing number corresponding to the number of packages or information should be questioned immediately by adding in writing “SUBJECT TO INSPECTION” to the courier’s delivery receipt.
If the order is not collected within 15 (fifteen) days of being at the courier’s warehouse, because of repeated fail attempts to deliver to the Customer’s address stated in the order, the order will be automatically cancelled.
The Customer will then be refunded the cost of the purchase, minus any shipping costs as well as any storage costs.
The parties will not be held responsible for the delay in fulfilling their obligations articulated in the contract if such a delay is caused by circumstances beyond their reasonable control.
The party whose delay is due to force majeure will be entitled to an extension of the time required to fulfil said obligations.
Under Article 52 of Decree 206/2005, as revised by Decree Law 21/2014 (Consumer Code), the Customer has the right to terminate the purchase contract for any reason, without stating said reason(s), within 14 (fourteen) days of the receipt of the goods.
The refund does not include transport costs for the return of the item(s).
The Customer can exercise his or her rights to cancel the order by contacting Customer Service at +39 045 6351552 from Monday to Friday from 9am to 1pm (13.00) and from 2pm (14.00) to 6pm (18.00).
You will need to quote the order number in order to facilitate the cancellation process.
According to Article 55, paragraph 2 of the Consumer Code, the Customer does not have the right to cancel in the followings cases: The products are tailored or custom made, or by their very nature cannot be sent back as the items can deteriorate or expire quickly.
Furthermore, the Customer does not have the right to cancel if the product is not completely intact, that is to say: Without the original packaging Without all the product’s components (e.g. labels…) There has been damaged caused by the Customer
RETURNS & EXCHANGES
For returns, the Customer has 14 (fourteen) days from the delivery of the product to contact Customer Service to start the returns process.
The Customer can arrange collection for the goods to be returned by courier by contacting Customer Service at email@example.com or at +39 045 6351552.
Multi-lingual assistance is available (Italian, English, French, Spanish, and German).
The Customer must specify reason(s) for returning the item(s) and, where possible, attach photographic material, which is helpful in speeding up the process.
The products should be returned: Not used and unworn. Therefore, it is advised to try on shoes on a soft surface such as carpet or a rug to avoid damaging the sole.
Not washed, damaged or altered In their original packaging With all the extra parts The sender is responsible for the costs and risks associated with the returning of the products. Refunds will processed with 14 (fourteen) days of being notified of the cancellation process and the amount will be transferred using the Customer’s original payment method, unless agreed otherwise.
The Customer will not incur any cancellation fee. LUSCOMM S.r.l. will hold payment of the refund until the Customer has demonstrated proof of having successfully posted the goods.
To request a refund by bank transfer, the Customer needs to provide: the full name of the account holder (which can be different to the name on the order), IBAN, BIC/SWIFT and the name of the bank.
The refund is the purchase price of the products ordered minus delivery costs, which remain the responsibility of the Customer.
Where the goods are faulty, the delivery costs will also be refunded.
NOTE THAT CUSTOMIZED SHOES, MADE TO ORDER SHOES AND SALE/DISCOUNTED PRODUCTS ARE FINAL SALE,ACCORDINGLY TO THE LEGISLATIVE DECREE 206/2005, NO RETURNS OR EXCHANGES ARE ADMITTED.
The Customer’s personal details, which were needed in order to complete the contract, are treated according to Decree 2003 n. 196 “Personal Data Protection” See the ‘Privacy’ section for more information.
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LAW AND JURISDICTION
The sales contract between LUXCOMM S.r.l. and the Customer is concluded in Italy and regulated by Italian law.
For the solution of any civil and criminal litigation arising from the conclusion of the current distance sales contract, if the Customer is a consumer, the local jurisdiction is that of the tribunal in his city of residence, in all other cases the local jurisdiction is solely the court of Milan.
For all queries and information, please contact Customer Service: By mail: firstname.lastname@example.org By phone: +39 045 6351552 from Monday to Friday
General Questions - General Questions - email@example.com
Customer Care - firstname.lastname@example.org
Wholesale Division - email@example.com
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