Frequent questions

We care very much about our customers’ satisfaction, and we prefer to speak clearly. In this section you will find the answers to your most frequently asked questions about orders, shipments, purchases and deliveries, about registering on the site and about all our services. However, if something is not clear to you, you can fill out the form on the Contact page

How do you buy Re Artù in Florence products?

Our handcrafted leather goods, handmade in Florence, can only be purchased on our ecommerce. You will find our most recent articles directly on the homepage, while the others can be found on the relevant category pages. To purchase the product you want, click on the image and you will be redirected to the product page. Choose the desired color, select the quantity and click on “add to cart”. At the top right you will find your cart icon with the selected items. By clicking on “view cart” you can view the cart for any order adjustments and click on “proceed with order”. Fill in all the required fields and complete the payment on the indicated channel. You will receive an email with the receipt of receipt of the order. You will soon be contacted by email for the payment receipt and the shipping number of your products.

Does filling the cart oblige me to purchase?

No. You can at any time delete or add products from the cart. This is absolutely not binding on the purchase.

When does the purchase procedure end?

The purchase of products takes place only once all the fields relating to billing, shipping and payment have been completed.

Can I place an order in a country other than the one of destination?

Yes. We ship worldwide. Obviously the shipping costs will be quantified according to the country of destination.

Can I cancel an order?

Once the order has been confirmed in all its steps, it will no longer be possible to cancel or modify it, but you can exercise the right of withdrawal within fourteen days of receipt of the package. We reserve the right to cancel the order if it is not possible to verify the correctness of the information regarding the shipping address and billing information. In the latter case, you will obviously not be charged any costs.

To which countries can the products be shipped?

You can get your products anywhere. We use DHL as a courier for shipments. For any issues of unreachability we invite you to consult their list of countries covered by their service.

How long will it take to receive my order?

Once the order is received, we will ship within 48/72 hours. At this point the shipping times will vary according to the chosen location. You will receive an email confirming the shipment including the tracking number with which you can follow each step of the shipment.

Can I have the order arrive at an address other than mine?

Yes. The billing address and the shipping address may be different, as well as the recipient and buyer data.

Can I establish the time and day of delivery?

No. All shipments are made by courier who delivers throughout the day according to its own organizational logic. We therefore recommend that you indicate a shipping address where someone is always present to collect the package. If you have any problems with shipping, we recommend that you consult with DHL customer service.

What should I do if the courier did not find me at the time of delivery?

The courier attempts 2 deliveries. Once the 2 delivery attempts have been completed, the shipment will be stored in the warehouse of the DHL courier, for a maximum period of 10 days. Within this time frame, you can contact DHL customer service at the number indicated on the notice of passage, left by the courier in your absence and provide directions for a new delivery or, alternatively, communicate that you will collect the package yourself at the nearest DHL reception.

What can I do if my order does not arrive?

If the purchased items have not been delivered to you within the period specified above, you can check the status of your orders by simply logging into your account. With the shipping confirmation email you will also receive the tracking number with which you can follow the entire path of your order. However, remember that our customer service is at your disposal to check the situation through the competent delivery company.

Can I check the status of my shipment?

You can check the shipping status of your order from the day after it is sent. Once sent, you will automatically receive an email with all the information you need to track your order, including the direct link to the DHL portal for checking the delivery status.

Can I enter my VAT number on the invoice?

Sure. At the time of purchase, you will be asked whether the invoice should be made out to a company or a natural person. In the first case, you can enter the VAT number and any code for electronic invoicing.

Do the prices I see include VAT?

All prices of our e-commerce are inclusive of VAT. In the order summary, however, you will find in detail the net price and how much tax you are paying.

When will the order be charged to my credit card?

The amount relating to your order will be charged to your credit card upon completion of the order.

Are my credit card details protected

Re Artù in Firenze will not memorize the data relating to your payment method, but to ensure maximum security it uses the most renowned external payment systems: your credit card details are protected as they are communicated directly to the bank. From the bank they are then conveyed to the international authorization circuits which return the outcome of the transaction and confirm whether the payment was successful. In this way, no person outside the credit institution that manages the Stripe or Paypal payment) can have access to your card details.

What happens to my personal data?

We are committed to ensuring that your personal data remains secure and is not misused. To find out more about the protection of your privacy, please consult our Privacy Policy

Can I return the product I have purchased?

If you are not completely satisfied with your purchase, you can return the product within 14 days of delivery of the product, as long as it is intact, has not been used and is complete with the original packaging and product tag. The cost of the product will be refunded to you, but the shipping costs will be at your expense. You can communicate your desire to make the return via our Contact page

When will the product I returned be refunded?

The refund of the return will be made within 72 hours from the arrival of the returned product.

How do I organize the shipment of the returned product?

After you have communicated your willingness to return through our Contact page, we will contact you as soon as possible to organize the return of the order together.

What guarantee do Re Artù in Firenze products have?

All our products are covered by a 24-month warranty for any material or functional defects.

What does the warranty not cover?

Although all of our products are manufactured to the highest quality standards and with the highest quality materials, they are not indestructible.

The warranty does not cover damage caused by mistreatment, accidents, abrasion, water, solvents, wear and damage caused by carriers. The warranty also does not cover incidental damages such as breakage or loss of the contents of a bag, loss of use or time or other similar expenses.

Can I ask for the repair of a product that is no longer under warranty?

The warranty does not cover damage caused by mistreatment, accidents, abrasion, water, solvents, wear and damage caused by carriers. The warranty also does not cover incidental damages such as breakage or loss of the contents of a bag, loss of use or time or other similar expenses.

How can I best take care of Re Artù products in Florence?

In the event that the product is not covered by warranty, you can still contact us to expose the problem to the Contact page. We will then evaluate if the repair is possible and if any part to be replaced is available and for a fee. We will then send you the related cost estimate for approval. Once the quote has been accepted, we will keep in touch to organize the shipment of the product to be repaired. No extra warranty repairs will take place without your prior consent. All our products are handmade in cowhide leather. This material, resistant and exclusive, however, needs special attention to keep its characteristics in the best possible way.

To clean the fabric, we recommend using a sponge moistened with water and neutral soap. Do not apply soap or water directly to the product. Gently scrub the fabric and then rinse with a clean damp sponge. Cowhide leather is a “living” material, tanned with elements of a vegetable nature, therefore any small imperfections, dots or veins represent a characteristic of the leather and guarantee the absence of covering substances of unnatural origin.

To keep the original characteristics of the leather unaltered over time, we recommend that you only use specific fluid products based on neutral wax for cleaning, which do not contain solvents, petrol or alcohol.

Use a small amount of product on a soft cloth, never directly on the skin and apply it gently on the affected area with small circular movements.

Do not immerse the product in water. In case of contact with water, dry quickly by dabbing with a dry cotton cloth, without rubbing.

Do not expose the product to direct heat sources.

Do not iron.

Remember that after repeated rubbing on clothes, the skin may release traces of color.