Frequently Asked Questions - FAQ

How can I place an order?
Buying on the Identità Online Store is very simple: if you already know what you are interested in, use the specific links of the categories that you will find in the menu at the top. Once you have found a product you want to order, select the size, heel height and color and click the ADD TO CART button below. You will be able to see the selected products by clicking on the icon at the top right of the page, which opens your cart. From the cart you can directly modify the details of the products (quantity) and remove them in case you have changed your mind. To complete the order, click on 'Checkout'.


Do I have to register in order to place an order?
Registering is not mandatory, you will still have the possibility to place an order by entering your email or a telephone number. By registering, you can save your address and credit card details to make purchases faster and manage your account details and newsletter subscription.


Which size should i choose?
On the Identità Online Store the sizes refer to the Italian sizing system. To choose the system you usually use, just click on 'Size Guide', the link you find on the page of each product. The fit of our shoes is perfect, therefore, we recommend purchasing the usual size.


Is it safe to use my credit card at the Identity Online Store?
The online security of your personal data is important to us. We use an advanced encryption technology system (SSL) to securely transmit your personal information and credit card details.


When will I receive my order and how much does the shipping cost?
The estimated delivery time varies from 7 to 8 working days.
We offer several shipping options to best meet your needs. For more information, please visit our SHIPPING section.


Can I change the shipping address after my order has been shipped?
We are unable to redirect orders to a different address after shipment. Therefore, please make sure you provide an address where you will be contactable at the time of delivery according to the specified delivery times.


Can I track the shipment of my order?
Once the order has been shipped, you will receive a confirmation email containing shipping details and a reference number to track the shipment of your order.


How long will it take for my orders to be processed?
Estimated shipping times are to be considered as a guide only and from the date of shipment we are not responsible for any delays caused by credit card authorization processes. Once your order has been shipped, you will receive a confirmation email containing the shipping details and a reference number to track the shipment of your order.


How can I return a product?
To find out about our returns and refunds policy and to find out how to return a shoe, we kindly invite you to visit the section RETURNS POLICY in the Customer Service area.


What are cookies? Should I worry about it?
A cookie is information saved on your computer's hard drive by your browser that tracks your movements within websites. We use cookies to know how many times you visit our site, the contents of your cart, your previous purchases and to send you notifications that are of your specific interest. They have been designed to assist you with your shopping, so there is nothing to worry about. Most browsers are automatically configured to accept cookies, but it is usually possible to change the browser options to avoid automatic acceptance.


Can I pay on delivery?
Yes, the payment on delivery service is ONLY available in Italy. Due to the entry into force of new laws, payments with cash on delivery for shipments to Italy cannot exceed € 999.99