Read our FAQs to find an answer to your doubt or you can contact us using the contact form at the end of current page.


When will I receive confirmation that my order was successful?

Once you place your order you will receive an order confirmation email. This confirms that we have received your order request. Once your payment has been successful and your items have been picked and dispatched, you will then receive an e-mail confirming your order has left our warehouse.

When will I receive confirmation that my order is on its way to me?

Once your order has been confirmed, our warehouse will pick and pack your items and then you will receive a dispatch confirmation email. Your confirmation of despatch email will contain your tracking details. Details of how to track your parcel can be found at our Tracking Your Order section of the FAQs.

Do I need to create an account and what are the benefits?

You can easily check out as a guest. But if you sign up for our Newsletter you’ll receive the
following benefits:

- Regular style updates, straight to your inbox

- Shopping our new season styles as soon as they arrive

- Being the first to hear the latest news from

- Updates on the latest arrivals

- Access to online-exclusive updating

What payment types do you accept online?

We accept Visa, MasterCard, Maestro, PayPal, Amex and Klarna. With Klarna your payments are automatically withdrawn from your connected card or bank account according to the agreed payment schedule, but you can make early payments anytime you wish.

Payment is only debited from your card at the time of dispatch unless you are paying with Paypal when payment is taken at the time of order. Please note, if you pay using PayPal then payment is taken at the point of purchase. However, if any goods are cancelled your PayPal account will be refunded back to you.

Is your site secure?

Shopping is secure on
We utilize the highest industry-standard secure sockets layer (256-bit SSL Certificate, level-1 PCI compliant ) technology to allow for the encryption of
potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentication - this assures your browser that your data is being sent to the correct computer server and that the server is secure.
Encryption - this encodes the data so that it cannot be read by anyone other than the secure server.
Data integrity - this checks the data being transferred to ensure it has not been altered.

Can I amend my order?

We are unable to amend any part of your order or change the delivery or payment method once your order is complete.
You may be able to cancel your order if this has not dispatched yet. Please contact our Customer Service Team who will be more than happy to look into your query. For more information on how to return items to us, please see our Returns page.

Will I be charged VAT?

All prices on our website include VAT and any charges for the applicable sales tax in the country of delivery. Rates vary by country but our prices remain unchanged.

I've made a mistake with my order, can I change it?

We are unable to modify any part of your order and change the delivery or payment method once your order is confirmed. You may be able to cancel your order if this has not been dispatched yet contacting our Customer Service Once you’ve placed your order, you can no longer add items to it.


How will I know when my order has been dispatched?

Once your order has left our warehouse, you'll receive our notification and the tracking number together with the link to check status of your delivery.

The status of my parcel says delivered but I haven't received it?

You will need to contact us in order for us to check with the carrier. Please quote your order number in any correspondence.

What do I do if there's a problem with my delivery?

In this case, contact our Customer Service at indicating your order number.

Can I pay in my own currency?

Only Euro or US Dollars are accepted.

Why hasn't my card payment gone through?

If a card payment fails please double check that all the information are correct and that your billing address has been entered at checkout exactly as it appears on your bank statement. If other attempts fail try an alternative card or contact your bank.


What is your return and refund policy?

You have the right to return any product ordered for a refund considering the following. All items should be returned in unmarked and unused condition with the original packaging within 14 days from delivery.

We reserve the right to refuse or limit returns based on the condition of the product.

To return an online order, please fill out the Return Form ( The Officine Creative team will review the
Return Form and email the customer a return label that the client shall place on the package and then follow the instructions received via email.
Officine Creative reserves the right to ask for photo proof before authorizing the return of any product deemed as faulty.

There is a return shipping/restocking fee that will be witheld from the order refund. The shipping fee is calcuated according to the shipping address: for Italy is €7, for Europe €15 and for extra EU country the same amount paid for the shipping. You may also choose to use any courier service at your expense.

I have received a faulty item?

If you think you received a faulty item, contact our Customer Service to find the most suitable solution. In case you want to return your faulty items, please see our Returns page.

I have sent my order back to you, how and whenwill I be refunded?

Once we have received and processed your returned
items, your online refund will be made to your original method of payment.
As soon as your return has been processed, you will receive a refund confirmation email. Please allow up to 14 working days for the amount to appear on your payment card.

Why the refunded amount is different from the order value?

The refund is different from the order value because the shipping costs of the order are not refunded (for orders under €450) and the return shipping costs are deducted.

My parcel gets lost on the way back to you?

If the return is organized by us, through our return process, we will take care of looking for the parcel.

If, after all the due checks, the package is not to be found, you have the right to be refunded anyway.

Instead, if you sent a package by yourself via your local Postal Service, we are free from any responsibilities in case the parcel gets lost.

Why not return to one of our stores?

Unfortunately, we cannot accept return purchases made online to any of our international stores.


I am having general problems accessing or buying from your website?

If you are have any problems accessing our website from your location, get in touch with our Customer Service who will provide the necessary support.

Please, try to include the following details:

- URL system you use (e.g. Windows Vista, Mac OS X);

-Internet Browser (e.g. Internet Explorer 9, Firefox, Safari, Chrome);

- URL you were trying to access (e.g.


In order to contact us, please fill in the form below. Thank you.

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