Frequently Asked Questions

HOW TO CONTACT US:

Fastest:ÿVia e-mail atÿsupport@rasolli.com
Please addÿsupport@rasolli.comÿto your address book or spam filter software to ensure you receive our emails.
Via Phone:ÿMonday - Friday 9am to 6pm EST
Within USA:ÿ1-212-268-3323
Outside USA:ÿ+1-212-268-3323
Corporate Address:
1410 Broadway
14th floor
New York, NY 10018
DO NOT SEND RETURNS TO THIS ADDRESS, THEY WILL BE RETURNED
RASOLLI Purchases made through other retailers:
Any RASOLLI brands including LADY GODIVA , FRANCO VANUCCI , ADOLFO, COCO JUMBO merchandise purchased from other retailers, websites, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.
Corporate Questions:
For any information relating to wholesale, advertising, licensing, or job opportunities please EMAIL : INFO@RASOLLI.COM

ADDITIONAL FAQ'S

1. Q. How will I know if my order is confirmed?
A. You will receive an order confirmation via email.

2. Q. Can I make changes or cancel my online order?
A. Please contact us via email or phone to cancel an order. Once the order has been sent to a shipping facility, we are not able to cancel it. Almost all orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the return procedure.

3. Q. When is my order shipped?
A. Most orders are shipped the next business day after they are placed. We use FedEx ground shipping for all orders in the continental US. Orders arrive within 3-7 business days. Orders to Hawaii and Alaska also arrive in 3 - 7 business days; orders to Puerto Rico and Canada usually take 2 weeks to arrive. All other international orders take 10-21 days to be delivered depending on location and method of shipping.

4. Q. How can I track the status of my order?
A. You'll get email with your tracking info or you'll be able to see all your orders and tracking info in "My Profile" order history after registering and login with your account credentials.

5. Q. What if I place an order and RASOLLI doesn't have the item in stock?
A. If we are unable to fill your order you will be notified via email. Your credit card will not be charged. You can also check the status online by clicking the "My Profile" and then "Order History" link and logging in using your registered email address and password.

6. Q. What forms of payment are accepted for online purchases, and when am I billed?
A. We accept Visa, MasterCard, American Express, and Discover. Your card is authorized when the order is placed to verify that the funds are available. We do not charge your credit card until your order has been shipped.

7. Q. Why do I have to pay sales tax on my order?
A. We are required to charge sales tax because we have business in the states listed below.
Taxed States Include: New York, New Jersey, California, Sales tax does not apply to orders shipped to addresses in other states.

New York City, the City of Norwich and the following 9 counties will fully exempt eligible sales of less than $110 from local sales and use tax. 

• Chautauqua
• Chenango
• Columbia
• Delaware
• Greene
• Hamilton
• Madison (outside the City of Oneida)
• Tioga
• Wayne

8. Q. What shipping options are available?
A. Shipping within the continental USA is free excluding sale or clearance items. Shipping to a Military Base is $14.95 per item. Shipping to Hawaii, Alaska, Puerto Rico and Canada is $15.00 per item. For all other international locations please emailÿsupport@rasolli.comÿfor a shipping estimate. Please note that all duties and taxes in Canada and internationally are the responsibility of the customer and are not included in your RASOLLI order charges.

9. Q. Can I ship an order to a P.O.Box?
A. No, we cannot ship to P.O. Boxes. We ship everything FedEx ground and need a street address and proper zip code for delivery.

10. Q. Can I ship an order to a foreign country?
A. Yes, we ship to most countries. Please emailÿsupport@RASOLLI.comÿfor a shipping estimate. Your order will ship via FedEx International from our facilities out of the U.S.A. Please allow 1-3 weeks for delivery. It's important to note that all duties and taxes are the responsibility of the recipient and are not included in the RASOLLI order charges.

11. Q. Can I ship an order to multiple addresses?
A. Unfortunately at this time we can only have one shipping address per order.

12. Q. What is theRASOLLI Return Policy?
A. RASOLLI will gladly authorize returns of unworn merchandise purchased through the RASOLLI website,ÿwww.RASOLLI.comÿwithin 30 days of receipt of your order. For full Return Policy please view our Return Policy Page.
RASOLLI products are sold in many places; we do not accept any returns made through other retailers, boutiques, including department stores or websites. Please Emailÿsupport@RASOLLI.comÿto file a return request and obtain a prepaid return shipping label to use to ship the items back to us.
Original shipping charges are not refundable and there is a $6.95 per order return fee that covers restocking and postage back to the warehouse.
To make it simple we will deduct the return fee from your return. Returns will be refunded in the original method of payment and it can take up to 14 days to process your return.
Your return request must be made within 30 days of when your order was delivered and we must receive the merchandise back at the warehouse within 30 days of when the authorization was issued.
Do not send items back through other means or without obtaining a return authorization as your package may be sent back to you and you will not receive credit. You may request a return online by email toÿsupport@RASOLLI.comÿor calling 1-212-268-3323
CLEARANCE ITEMS AND SALE ITMS MAY NOT BE RETURNED OR EXCHANGED. All purchases are final on clearance items and SALE ITEMS.
Once your return is checked in at the warehouse, you will be sent an email to let you know it has been received. Shortly thereafter you will receive a second email confirming the refund has been issued. From this time, it takes up to 3 business days to show up on your credit card account.

13. Q. Can I exchange for a different style, color, or size?
A. Unfortunately, we are unable to take make any exchanges. Please read ourÿReturn Policyÿor contact support atÿsupport@RASOLLI.com.

14. Q. What is your policy on damaged merchandise?
A. RASOLLI guarantees against manufacturer's defects within 60 days of purchase. Regular wear and tear does not qualify. Please try shoes on a carpeted surface to avoid any damage. Used, worn, or damaged items will be returned at your expense. If you feel the shoes are defective and were purchased from this website, please contact us by emailingÿsupport@RASOLLI.comÿor calling 1-800-516-3304
All returns must be shipped back in the original packaging or shoe box and the original shipping box to avoid damage to the merchandise. Any returns shipped without the original shoe box or not in a shipping Box can be refused. You will not receive credit and you will be responsible for shipping charges.

15. Q. How do I return an item I received as a gift?
A. You should contact our Customer Service department and they will issue a 'Gift Exchange' return authorization. Once the item is received back, a discount code equal to the amount paid for the merchandise will be emailed to the gift recipient so they may purchase a different item onÿwww.RASOLLI.com.