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Customer Service

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If you have any questions or need help please contact us by e-mail or directly using our Live Chat. We will be happy to assist you.

Returns and Refunds

Return Time Frame:

Regular Price Merchandise – 30 Days
Sale Merchandise – 14 Days

Any purchases made on/after September 1st, 2016 are eligible for returns within 30-days of receipt. Please contact customer service for further assistance or questions.

1. Returns Policy

We have made every effort to display as accurately as possible the colors of our products that appear on the Stuart Weitzman Online Store. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.

All items are quality controlled and checked for any faults before they are dispatched to customers.

Should you receive an item that is not in perfect condition please contact us immediately.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

A convenient prepaid UPS label (DHL - for shipping to Russia) will be included in your package. If you choose to use this label, no postage is required.


We are currently unable to support exchanges through You can return your original order for a refund and place a new order. Your original order will be refunded once received and you may place your reorder at any time.

Price Adjustments

Items purchased from or Stuart Weitzman boutiques are not eligible for price adjustments. Prices will not be adjusted on previously purchased discounted merchandise.

2. How to process a return

If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection Distance Selling Regulations 2000 (DSRs).

Returning items using our collection service

Return Instructions

1. Request your Return Authorization Number (RAN) from your account within 30 days after receiving your order. If you have placed an order but have not yet registered, click here to request your RAN
2. Complete and sign the Returns Pro forma Invoice that you received with your order. For returns outside of the EU, attach 5 completed copies of the document
3. Pack the item(s) securely in the original product packaging and include all paperwork
4. Affix the prepaid UPS/DHL mailing label to the outside of your package
5. Contact UPS/DHL to arrange the pick-up of your package or drop it at any UPS/DHL drop-off location, where possible
6. Please allow up to 7 days for in-house processing of your return
7. You will receive a return confirmation email once your package has been received
8. You can expect a refund in the same form of payment originally used for the purchase within 30 days of our receiving the returned order. Original shipping charges as well as C.O.D. additional costs are not refundable

Details for the ‘Waybill’:

  • The Level Group Srl
  • Stuart Weitzman Online Store
  • Via Libertà, 215
  • 28043 Bellinzago Novarese (NO)
  • Italy

  • UPS delivery service:
  • UPS recipient code: F2A337
  • Service: “Standard”

  • DHL delivery service:
  • DHL recipient code: 955827183
  • Service: “Express”

  • You will be notified by email once your return has been received and processed.

    If you wish to follow the progress of your return, simply login anytime, visit the Orders section in your 'My Account' and type in the aforementioned Return Authorization Number.

    Customers from outside the EU should fill in 5 copies of the Returns Proforma invoice with item descriptions and unit values. These forms are necessary for Customs clearance and will have to be handed into UPS (DHL - for Russia). You will find an empty copy inside your package or you can simply download an empty copy here.

    Cancelling your order under the Distance Selling Regulations

    If you are based in the EU under the Consumer Protection Distance Selling Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within 7 (seven) working days of receipt.

    You must notify Customer Service in writing of your wish to cancel the contract for your entire order under the DSRs within 7 (seven) working days of receiving your items. Either contact our Customer Service or write to us at:

    • The Level Group s.r.l.
    • Piazza Arcole, 4
    • 20143, Milan
    • Italy

    On receipt of your notice of contract cancellation, Customer Service will email you a Return Authorization Number (RAN) number. Please complete this on the Returns Proforma Invoice that you received with your order, and include it with your return so we can process your refund promptly.

    We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us, and that you retain proof of sending, in case of a dispute.

    All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

    Please note that you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within 7 (seven) working days of receiving the order, as described above.

    Additional returns information

    Our return service is free when using the prepaid and printed UPS label (DHL - for Russia) you will find in your package or using the conventional retreat service from UPS (DHL - for Russia). If you were to decide to use another carrier, we will not refund the cost of the return shipment. We recommend using a traceable carrier, insured for the full value of the return merchandise. We are not responsible for return packages lost en route.

    Send your return from the same Country in which you’ve placed your order. We will not be able to accept returns from different Countries.

    Returns which do not respect the conditions above or with missing or incomplete Customs documentation will be refused and returned to the Shipper.

    Your return package will be accepted within 7 working days from the delivery date at our warehouse.

    3. Receiving a refund

    After our warehouse has received your return and verified that all of the conditions have been met, you will be refunded within 30 days.

    Your refund will be credited to the original purchaser's credit card or on the bank account you provided (in case you selected C.O.D. payment) and will include shipping costs for faulty items or for orders cancelled under the DSRs only.

    If your order has been sent to a destination within the EU, all sales taxes (VAT) will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through the Stuart Weitzman Online Store. However, you may be able to recover these by contacting your local customs bureau directly.

    Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.