Returns and Refunds
RETURN INFORMATION
If for any reason the Customer is not satisfied with their purchase, unworn items can be returned within 14 days from the delivery of the last item in the order, without needing to provide any reason.
N.B. Return shipping costs are in all cases the responsibility of the customer. If the purchased item is not the right size, a size exchange may be requested; in this case, the order will be handled by our Customer Service and managed directly with the customer.
RIGHT OF WITHDRAWAL (EU Directive 2023/2673 — Legislative Decree 209/2025)
Under EU Directive 2023/2673, transposed into Italian law by Legislative Decree 209/2025, the Customer consumer has the right to withdraw from the purchase contract within 14 days from the delivery of the last item in the order, without providing any reason and without any penalty.
The right of withdrawal may also be exercised before delivery (cancellation) and during the transit period (order already shipped but not yet delivered). In the latter case, the Customer must refuse delivery or return the goods as soon as received.
CANCELLATION POLICY
The Customer may cancel their order at any time before it is shipped, directly from their reserved area at account.metisseofficial.it:
1. Log in to your reserved area and select the order you wish to cancel.
2. Click "Request cancellation" and confirm the request.
3. You will receive a cancellation confirmation email within 1 business day.
4. The refund will be made using the same payment method used for the purchase within 14 days of the cancellation confirmation, including the original shipping costs.
Order already shipped: if the order has already been handed to the courier, it can no longer be cancelled through the reserved area. In this case, the Customer must refuse delivery or contact us at info@metisseofficial.it for instructions. Once the package is returned to us, we will process a full refund including the original shipping costs within 14 days.
RETURN AND SIZE EXCHANGE CONDITIONS
To send one or more returns to CALZATURIFICIO FRATELLI PEZZELLA DI RAFFAELA PIROZZI & C. S.A.S., the Customer is required to comply with the following conditions:
1. All items sold on www.metisseofficial.it are delivered with an original authenticity tag. The shoe must be tried on without damaging the sole. Returns with worn, scratched or tampered soles will not be accepted under any circumstances.
2. Shoes to be returned must not have been worn, washed or treated in any way.
3. Shoes must be returned in the same condition in which they were delivered, packaged adequately.
4. Goods to be returned must be handed to the express courier no later than 14 days from the delivery date.
5. Customers who wish to exchange a size, color, or item must submit their return request through our EASY RETURN platform.
In the event of failure to comply with any of the above conditions, CALZATURIFICIO FRATELLI PEZZELLA DI RAFFAELA PIROZZI & C. S.A.S. reserves the right to refuse the returned goods and send them back to the Customer at the latter's expense. However, when exercising the right of withdrawal under EU Directive 2023/2673, returned items are always accepted; if items show signs of use that reduce their value, a proportional depreciation deduction may apply.
RETURN PROCEDURE
To request return authorization, the Customer must access the EASY RETURN platform and submit a return request within 14 days of receiving the goods. Select the item(s) you wish to return. Once the request has been received, Metisse Official Customer Service will send a written confirmation with the instructions to follow. Return shipping costs are the responsibility of the Customer.
Send the package to:
CALZATURIFICIO FRATELLI PEZZELLA DI RAFFAELA PIROZZI & C. S.A.S.
Via Alessandro Volta 49
81030 Sant'Arpino (CE), Italy
Shipping is at the Customer's risk. Metisse Official is not responsible for loss or damage due to inadequate packaging or delivery delays.
All returned items will be inspected by Metisse Official staff, who will verify compliance with the conditions listed in this procedure.
REFUND
Following a withdrawal or accepted return, we will refund all payments received, excluding the original shipping costs (except for additional costs arising from a choice of delivery method other than the standard option), within 14 days of receiving the returned goods or proof of return. The refund will be made using the same payment method used for the purchase.
ALTERNATIVE DISPUTE RESOLUTION
In the event of an unresolved dispute, the Customer may refer to the European online dispute resolution platform (ODR), accessible at: https://ec.europa.eu/consumers/odr
Last updated: 19 June 2026 — Compliant with EU Directive 2023/2673 and Italian Legislative Decree 209/2025