Customer Service

  • How Do I Place An Order On

To place an order simply follow these steps:

1. Browse. Browse through our product categories and view more details on each product page.

 2. Select. Select your size and color (if the option is available) and add your chosen item to your shopping bag by clicking on the ‘BUY’ button.

 3. Review before purchasing. Review the items you have selected by clicking on your shopping bag displayed as ‘BAG’ at the top of any page. To delete an item from your shopping bag, click on the ‘DELETE' next to the item.

 4. Purchase. Finalize your purchase by clicking on ‘CHECKOUT’ and following the instructions for providing your shipping address and payment information.

  • When will I receive my order?

During sales periods the next day delivery is not guaranteed and shipments may be slightly delayed.

  • Can I return a product?

You can return any product purchased on and receive a refund. Shipping for returns is free of charge. You must ship the product you intend to return within 30 days from the date of delivery. Products cannot be returned after 30 days from the date of delivery. You can return an item by going to the Returns and Exchanges section.

  • How Do I Know If An Item Is In Stock?

You can see which sizes are available in either of 2 ways. You can choose the category of product you are interested in and filter to display by size. The other way is to go to the detailed information page of each product where available sizes are displayed.

  • If I Save An Item In My Wishlist, Will It Be Reserved For Me?

The wishlist does not make any reservations. Your selected wishlist item will remain there until you remove it. If an item in your wishlist is no longer available, ‘Sold Out’ will be displayed. To ensure that you get the size and product you want, you’ll need to make a purchase.

  • Do I Need To Create A Marco Traniello Online Account To Place An Order?

You can place an order without registering. When you check out simply choose to make your purchase as a ‘guest’.

There are advantages to registering at the Marco Traniello online store, so we do recommend you take a minute to register.

For future purchases you can check out without having to re-enter your payment information and address information; you can save items to your wishlist, track your orders directly form ‘my account’, review your order history and make changes to or organize your personal details.

  • How Will I Know When You Have Received My Order?

After you have placed your order on, you will receive an email confirming that your order has been received. If you do not receive a confirmation that your order has been received within 24 hours of making your purchase, please contact Marco Traniello Customer Service.

Immediately after your order is placed our payment security and operations teams will confirm the payment authorization, and the availability of the product you purchased. There might be a verification of the payment card data before shipping your order. This normally requires less than 24 hours, but delivery times may be subject to delay by consequence.

If the payment authorization is fully approved and the product is available, the next email you will receive from us will be to confirm your order has been shipped. 

If there are any questions concerning the payment authorization or any issues regarding the item(s) you have purchased, you will be contacted by Marco Traniello Customer Service within 24 hours of your purchase.

During sales periods the next day delivery is not guaranteed and shipments may be slightly delayed.

  • Can I Change The Delivery Address Once My Order Has Been Placed?

At Marco Traniello we make every effort to ensure that orders placed with our online store are processed as soon as possible. So, as soon as an order is placed and authorized, the order information is sent to our fulfillment department for processing. Once the order information is sent for processing, changes are no longer possible.

  • Can I  Change My Order Once My Order Has Been Placed?

If you wish to change your order after it has been placed, please contact Customer Service. We make every effort to ensure that orders placed with our online store are processed as soon as possible. So, as soon as an order is placed and authorized, the order information is sent to our fulfillment department for processing. Once the order information has been sent for processing, changes are no longer possible.

We offer free returns, so if it is too late to change your order, you can simply send it back to us. Please see Returns and Exchanges for further information.

  • Can I Add An Item To An Existing Order?

We cannot add a product to an order or combine two orders in the same delivery after the order has been placed on our website. If you would like to add an item to your order, simply place a new order for the item.

  • What Size Should I Choose?

All products originate in Italian sizes but are displayed in local sizes, which means UK size for UK, French size for France and Italian size for all other countries of the European Union. Just select your normal local size while shopping.

Different products may fit differently depending on the style. We offer free and simple returns.  

If you are interested in knowing the size conversion, for your convenience we have provided a size guide for our shoes, accessories and ready-to-wear items.

  • Can I Still Order an Item from a Past Season?

Only product models and styles from the current online catalog are available for purchase. Products and models from previous seasons are generally not available.You can find items from previous seasons on our website

  • Which Countries Does Deliver To? currently delivers to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Norway, United Kingdom, Australia, Canada, Hong Kong SAR China, United Arab Emirates, Qatar, China, Japan and the United States. If you want to change the delivery destination you can do so by selecting the desired country in this section of the website.

  • How Do I Change My Account Details?

You can changes your account details in ‘My Account’ on the online store. Simply sign into your account using your email address and password. Click 'Account Details' and update. Please remember to ‘save’ your changes.

  • I’ve Forgotten My Password, What Should I Do?

If you have forgotten or lost your password, you will need to create a new one.

To create a new password, click Sign In on the top of each page, and hit there the link that says forgot your password?

You will be asked to enter the email address linked to your account. We will send you an email with a link to a page  page where you can create a new password.

In case you no longer have access to the email address used for your Account, please contact our customer service for assistance.

  • Can I Include A Message With My Gift Order?

Yes. You can send any purchase as a gift simply by selecting the gift tab during checkout.

 When you select your purchase as a gift, you can include a message that will be printed on a gift card that features a hand drawn illustration by the designer The card will be placed in an envelope inside the box. The box will be enclosed with a gift ribbon. 

No price will be included in gift orders, for orders shipped to other countries, the price of the item will be indicated in the packing slip enclosed in the parcel as this is required for customs.

  • Can I Have My Order Gift Wrapped?

When you purchase an item as a gift, it is wrapped with gift ribbon around the product box. You can also include a personalized gift card in the parcel, by indicating a personal message during checkout. Gift Wrapping is free.

The price of the product will not be visible on the packaging, except for gifts sent to Australia, Canada, China, Japan, Switzerland, Norway, the United Arab Emirates and Hong Kong SAR China, where the prices of the products must be visible on the invoice.

  • Can I Purchase A Gift Voucher?

Sorry, but it is currently not possible to purchase gift vouchers from the online store.

  • Do I pay duties or taxes on my order?

For the United Kingdom, VAT is included in all prices shown on the website and no other taxes nor duties will be applied during checkout, nor requested at the moment of delivery.

  • I ordered after 12 pm, when will you deliver my order?

All orders placed after 12 pm will be delivered in two working days.

  • How can I check the status of my order?

You can check your order status at any time by logging in to the Track your order.

  • Can I Exchange a product?

You can change size, without changing the model and colour. You cannot exchange items with ones that are different from the item purchased originally. You can request a change of size by going to the Returns and Exchanges section.

  • How Do I Return An Item?

On the Returns and Exchanges page, it is only possible to exchange your purchase for a different size of that product. You can not exchange for style or color.If you are not satisfied with your purchase from, you can return it and get a refund. Sorry, but we cannot accept returns of products bought at boutiques or retailers and the products bought from cannot be returned elsewhere. You can return an item up to 30 days after the product was delivered.

To return an item:

1. Complete the Online Returns & Exchanges;

Log in to the website Returns and Exchanges and insert your order number and the email address used for the purchase. Once the procedure is finished, you will receive an email confirming the return reqquest with instructions on how to proceed.

2. Prepare the package for delivery

Put your products back in the Marco Traniello wrapping. Take the Marco Traniello wrapping and place it inside its original packaging.
In the original packaging you will find a returns label that has already been filled in. Affix it to the packaging, making sure to cover the original label.

  • Returns Receipt Confirmation

When we receive your returned merchandise back to our Returns Center, we will inspect the products to make sure they are in “as new” condition. You will receive an email that the return was received and a refund was made to the credit card or PayPal account you used to pay for your order within maximum 14 days. 

  • Refund Confirmation

When the inspection confirms your returned product is approved for a refund or exchange, you will receive an email confirmation with details for the refund made to the payment method you used to place your order.

  • How long does it take before I get my refund?

As soon as the refund is made to the payment option you used for your order, you will get a confirmation email. I may take up to 14 days for the amount to show on your credit card statement. If you have paid your order with PayPal, a refund normally appears within 48 hours on your Paypal account. 

The clearance date of the repayment will be the same as the initial payment to On Line. As a consequence, the party who made the payment will not suffer any loss in terms of bank interest.

  • I Cannot Find A Return Label In My Parcel, What Should I Do?

If you misplace your pre-paid return label, contact our Customer Service Team. They will send you a new one.

  • Can I Return An Item I Purchased Online To A Store?

Sorry, but we currently do not offer the possibility to return or exchange items purchased online to our stores. If you are not satisfied with your online order, you can return the item, return shipping is on us.

  • Are Your Products Guaranteed?

We guarantee the workmanship of our merchandise for 2 years. If within this period you experience a manufacturing fault with your product, we will repair, or at our discretion, replace the merchandise at no cost to you. 

We do not consider damage caused by normal wear and tear to be a fault. Equally damage caused by use of the merchandise for purposes other than its intended use is equally not considered a manufacturer’s defect.