FAQ - Frequently asked questions
How long does it take for the products to be delivered?
Orders take 24 to 48 hours to process and 6 to 12 days to deliver.
Do you deliver worldwide?
Yes, we deliver worldwide. Standard delivery is offered for orders over $50. And express delivery with parcel insurance is available on orders over $150.
Where are we based?
Our offices are located in Milan, Italy. Our international warehouse is located in United Kingdom, Italy and CNY.
Do you provide tracking information?
Yes, please wait 1-2 days after placing your order and request it by email help.nuovomilano@gmail.com
I am missing some items from my order, what happens?
Our products are shipped separately depending on the order. If your order contains items from two different warehouses, there will be two deliveries. The rest of the order will probably arrive soon.
I received a damaged item, what should I do?
We are very sorry to hear that. Simply send a photo of the damaged item to info@nuovomilano.com and we will send you an equivalent replacement item as soon as possible.
I haven't received my order yet, why is it taking so long?
We apologize for the delay. Sometimes international shipments can take longer than expected due to customs clearance. However, you can always track your order and see where it is : https://nuovomilano.com/apps/track123
If you need help tracking your shipment or have any questions, please contact us by email at info@nuovomilano.com
Do you have a returns policy?
We do our best to solve any problems our customers may have with our online products. If you wish to return your order, we can of course take payment, provided that the request is made within 30 days of the order date and the product(s) in question are not on sale. For more information about our returns policy, please visit our page https://nuovomilano.com/pages/refund-policy
We accept returns and exchanges within 30 days of receipt of your order, provided the items are new, unworn and in their original packaging. Please note that promotional or clearance items are neither exchangeable nor refundable.
Do you have a refund policy?
Yes, we offer refunds for eligible items within 30 days of receipt of your order. However, please note that some promotional and clearance items are non-refundable and non-exchangeable. Please be sure to check the terms and conditions before finalizing your purchase.
How do I choose the right size?
Consult our size guide, available on every product page. We recommend measuring your foot and referring to our conversion chart to find the perfect size. If you hesitate between two sizes, choose the larger one for optimum comfort.
Are Nuovo Milano products durable?
Absolutely! We are committed to using high-quality, sustainable materials, such as vegan leather and recyclable soles, to minimize our environmental impact.
Can I change or cancel my order after I've placed it?
If your order has not yet been shipped, please contact us immediately at help.nuovomilano@gmail.com to request a modification or cancellation. Once the order has been shipped, you must follow our return policy.
How can I contact customer service?
You can contact us by email at help.nuovomilano@gmail.com. Our team is available Monday to Friday, 9am to 6pm.
Can I buy Nuovo Milano products in store?
Currently, our products are exclusively available online on our official website. This allows us to offer you the best prices and a personalized shopping experience.
How can I stay informed about new collections and special offers?
Subscribe to our newsletter to receive exclusive updates on our new collections, special offers and events. You can also follow us on Instagram, TikTok and Facebook so you don't miss a thing!