Frequently Asked Questions

PAYMENTS & ORDERS

PAYMENT METHODS

Payment information is processed in accordance with current legislation: your credit card data will be completely encrypted.
saracucchetti.com accepts the following payment methods:

Credit Card: Visa, MasterCard, American Express
The amount will be charged to your card once the items are purchased. The Quick Purchase service is active on saracucchetti.com which allows you to save your credit card details so you no longer have to enter them during future purchases.

PayPal: to purchase online conveniently, without having to enter your credit card details on the site. Your account will be charged once the items are purchased. To register a new PayPal account, visit paypal.com.

FINALIZE THE ORDER:

Check that you have entered the data relating to the selected payment method correctly. If you have chosen to pay by credit card and the problem persists, we recommend that you contact your issuing institution. Do you need more assistance? Contact us and we will be happy to help you.

CANCELING AN ORDER:

Once the order is confirmed, it is processed automatically and, therefore, cannot be cancelled.
You will still be able to return the package, as indicated in our return policy.

VAT AND INVOICING:

Purchases on saracucchetti.com are reserved for end consumers. Our prices include VAT. For each order, saracucchetti.com issues a receipt; for each order you can download the invoice directly from the Shipping Confirmation email. Please note: once the order has been confirmed, it will not be possible in any way to modify the data you entered or issue a new sales document.

PRE-ORDER ITEMS:

Pre-order items are products from the latest collection that can be pre-ordered within a limited time. By purchasing an item in Pre-Order, you will be among the first to reserve a product in the style and size you prefer. The expected shipping date for Pre-Order items will be clearly indicated on the product page. This date is an estimate only and is subject to change. Pre-order items are not guaranteed. If for any reason we are unable to fulfill your advance order, we will refund the full advance order amount. You can always return an item or cancel your order in advance according to our returns policy. For updates on your advance order, please contact us.

GIFT OPTION:

All our orders are delivered in a branded box or envelope. By selecting the gift option, it will be possible to add a personalized message. Please note that the gift message cannot be changed once the order has been placed.

THE CUCCHETTI DISTRIBUTION NETWORK:

Cucchetti offers the purchase of its products only through the following distribution network:
(1) the Cucchetti boutiques
(2) the Cucchetti outlets
(3) large authorized centers and their online stores
(4) authorized specialized shops
(5) authorized online retailers
(6) a limited number of duty free shops
(7) on the cucchetti.com website.

Cucchetti does not authorize the sale of its products through private sellers, street vendors, unauthorized sales outlets and websites. In order to protect its brand and its customers, Cucchetti reserves the right to forego the sale of products to individuals involved in resale or reshipment activities. Please contact us to report any counterfeiters and unauthorized distributors.

Online retailers authorized to sell Cucchetti products:
** the online retailers part needs to be completed, we are waiting for confirmation

For any further clarification on the authenticity of our products sold online or in our stores, do not hesitate to contact our Customer Service.

SHIPPING & DELIVERY

SHIPPING AND ORDER TRACKING

Standard shipping is free for any order placed on saracucchetti.com.

You can follow the status of your order in the “Track my order” section.

Once you have placed your order, you will receive an email allowing you to follow its progress. Once your package has been shipped, you will receive an email with your tracking number. Check the number of packages received and make sure they are not damaged. In case of damage and/or missing products/packages, you must report this immediately on the delivery documents.

All orders are managed automatically and we will therefore not be able to reduce or extend delivery times. Please note: it is not possible to choose the day or time of delivery. Our courier delivers orders from Monday to Friday during working hours and will make two delivery attempts. If the second attempt is unsuccessful, the order will be returned to the sender. Once the order has been placed, it is no longer possible to change the shipping address.

I HAVEN’T RECEIVED MY ORDER YET

If your order has not been delivered within the expected deadline, we recommend:
– check the status of your order: consult the “My orders” section of your account,
– check that the shipping address is correct,
– if you missed your delivery attempt, please contact BRT.

For further assistance, get in touch with us. We will be happy to help you.

SHIPPING RESTRICTIONS

We ship throughout Italy, with the exception of PO Boxes and Fermo Posta. The delivery address of your order must correspond to the place from which it was placed. We suggest you select the correct location corresponding to your delivery address via the link in the corner of each page.

PACKAGING

All orders will be delivered in Cucchetti branded boxes. They will be shipped in secure and anonymous cardboard boxes.
All paper and cardboard used for packaging Cucchetti items sold online come from protected forests and contain at least 40% post-consumer waste.
Our garment covers are made from recycled polyester and our dust bags are made from recycled cotton.

PACKAGE DAMAGED

According to the regulation, you can make a damage claim with the carrier under certain conditions. On the day of delivery, you will need to accept the package with reserve and sign the receipt. Under the signature, you should mention the reason, such as: “damaged package”, “crushed box”, “open box”, “wet box”, etc.

You can then proceed to make a complaint with the courier and also attach photos of the damaged box as support.
For further assistance, please contact our Customer Service Department without hesitation.

RETURNS, REFUNDS, EXCHANGES

SARACUCCHETTI.COM RETURN POLICY

A return can be made within 30 days, as long as the item is suitable (check the return conditions). Below you will find the steps to follow:

1. Enter your email address and order number on the dedicated page

2. Select the product(s) you wish to return and choose the reason for the return.

3. Please ensure that the items are returned in their original condition, unworn, with the tag and in their original packaging.

4. Download and stick the prepaid return label on the package.
(Please note: saracucchetti.com is not responsible for goods returned using a courier or method other than this prepaid label).

5. Deliver the package to a BRT collection point or make an appointment on the BRT website to organize collection of the package from your home.

Returns must be shipped from the same country in which they were received.

Once the return has been processed, you will receive a confirmation email. You can check the status of your return at any time in your account section. If the return does not meet the conditions specified above, the package will be sent back to you.

REPLACEMENT OF ITEMS

Cucchetti accepts item replacements, if the product is not damaged and/or used, within 30 days from the date of purchase and under certain conditions. If you wish to make a replacement, please contact Customer Service.

PRE-PRINTED LABEL

If you lose your prepaid return label, please contact us. We will be happy to help you. Please note: Cucchetti is not responsible for goods returned using a courier or method other than this prepaid label.

REFUNDS

For security reasons, the refund cannot be made to a credit card other than the one used when the order was sent. We try to process refunds as quickly as possible. However, please note that refund processing time may vary between banking institutions and may take up to 14 days from receipt of the return.

If the order was paid with a prepaid card, Cucchetti has no control over the refund, the extra costs that may be applied or the payment processing terms. Such financial institutions reserve the right to process such transactions at their discretion. Cucchetti has no ability to speed up this process. Please contact the issuer of your prepaid card for any request for information or help.

MY ACCOUNT

 

FORGOT PASSWORD

If you have forgotten your login password, click the “I forgot my password” link from the Login page and follow the procedure to register a new one. Be sure to check your unwanted emails as well.

For further assistance, contact us, we will be happy to help you.

DELETE MY ACCOUNT

If you want to cancel your account, please contact our Customer Service.

NEWSLETTER

Subscribe to our Newsletter and you will be able to:

Discover in advance all the news on saracucchetti.com
Access promotions reserved only for our customers
Receive our style advice
…and much more!

You can sign up from the Home Page, by entering your email address, or directly when registering for My Account.

CANCEL MY NEWSLETTER SUBSCRIPTION

If you no longer wish to receive our Newsletter, you can unsubscribe at any time via the unsubscribe link at the bottom of all our Newsletters. A web page will open where you can confirm your unsubscription.

Please note that you may continue to receive some communications prepared for sending before your request is confirmed; we apologize for the inconvenience.

DESIGN & PRODUCT

 

AUTHENTICITY AND COUNTERFEIT

Cucchetti guarantees the authenticity of all products purchased on its site. Cucchetti products are made with high quality materials and workmanship and are subjected to quality control conducted by expert craftsmen.

MAINTENANCE

To preserve the beauty of the products, they must be kept away from humidity and any source of heat or light. Cucchetti recommends dry cleaning for every ready-to-wear garment sold online unless otherwise indicated on the care label inside the garment.

SUSTAINABILITY

 

FOR A SUSTAINABLE FUTURE

Environmental sustainability is an integral part of the quality of Cucchetti’s products and management of its activities. The maison is therefore committed to creating collections that reflect its involvement in building a better world and a sustainable future. Aware of this responsibility, Cucchetti constantly perfects its offering for customers looking for eco-sustainable fashion.

Cucchetti place these five actions at the center of its strategy and priorities:

– Create a collective commitment to eco-sustainability that involves all employees
– Reduce the environmental impact of its activities and supply chain (greenhouse gases, water, waste)
– Offer products that do not harm the environment
– Involve its suppliers in this commitment and support them in improving their social and environmental practices – Preserve the natural resources at the center of Cucchetti creativity and innovation and select them to safeguard biodiversity, the environment and protect animal rights.