Frequent Asked Questions

 

Welcome to Serapian Customer Service

 

You will find below answers to main questions related to shop online and in our stores.

You can write at any time to serapian@serapian.com for questions on products and stores or to  eshop@serapian.com for questions on our site and online shopping.

You can also contact our English-French-Italian speaking Customer Care at 0039 02 28012224 from 9 a.m. -1.00 p.m., 2 p.m. – 6 p.m. GMT+1.

We will reply within 24 working hours from Monday to Friday (Bank holiday excluded).

 

START YOUR SHOPPING

 

To browse our catalogue, select ESHOP MAN or ESHOP WOMAN, and goods you are interested in. You can refine your search using facet filters (colours, material, product category) on left hand menu.

Click on the photo of the product you are interested in to see it in more detail.

You may also search a product by using SEARCH tab on the homepage.

Buying a present for a loved one? Flag gift option in your shopping bag and write a message that will be printed and delivered with your gift.

 

TERMS AND CONDITIONS OF ONLINE SALES

To check online terms and conditions click here.

 

PAYMENT

 

PAYMENT BY CREDIT CARD

You can choose to pay with CREDIT CARD or DEBIT CARD. We accept: Visa®, MasterCard®, American Express®, JCB®, Diners Club®, Discover®, Paypal®.
We guarantee the highest security level for every purchase. Payment and delivery data are collected through the most technologically advanced codification systems (SSL) and our store uses a VERISIGN secure server and an ATW certificate to ensure maximum protection.

For any questions on payment with credit cart you can contact our Customer Care at (+39) 02 28012208 (from 9 a.m. -1.00 p.m., 2 p.m. – 6 p.m. GMT+1) or write to eshop@serapian.com.

 

You may select PayPal as a payment method on the first page of your Shopping Bag. By clicking on CONCLUDE YOUR ORDER, after having confirmed the details of your purchase, you will be taken to the PayPal login page where you can enter your account and conclude your payment. If you do not have a PayPal account yet, you can create one from the PayPal login page, before concluding your order.

 

PAYMENT WITH BANK TRANSFER

You can chose to pay with bank transfer. In this case, you will receive an email with payment details. You will proceed to transfer directly from your bank account with 3 working days from the date of your order. Bank transfer costs will not be charged to Serapian.

Your order will be processed and shipped only once your payment has been received on Serapian bank account.

For any questions on payment you can contact our Customer Care at (+39) 02 28012208 (from 9 a.m. -1.00 p.m., 2 p.m. – 6 p.m. GMT+1) or write to eshop@serapian.com

Payment through bank transfer will be made on following bank account:

STEFANO SERAPIAN S.R.L.

INTESA SANPAOLO

FIL. 03983 MILANO

ABI     03069

CAB   09479

CIN     G

C/C 005817460122

IBAN: IT  42  G 03069  09479  005817460122

BIC:    BCITITMM

 

SHIPPING TIMES AND COSTS

 

DELIVERY TIMING

Due to annual warehouse inventory, all online orders received from July 29th to Aug. 29th will be shipped starting from Aug. 29th. Orders will be regularly created, registered and debited. To apologise for the inconvenience, we ensure free delivery on all orders. In case of product unavailability, you will be entirely refunded. 

In order to get free delivery please copy the code freeshipping-com in the checkout box called "discount".

Shipping service is operated by TNT in partnership with Coltrans courier. 

Delivery to Europe may require 3-5 working days, extra Europe will require additional working days according to road or flight method.

DELIVERY COSTS

Delivery costs change according to destination and weight.

    • Italy : € 7,50
    • Europe (CEE) : € 12
    • Extra-UE: from 19€ depending on delivery zones. Check shipping costs for your country during checkout. In some countries the Customer may be required to pay additional customs duties at delivery of the parcel. Please check your government import policy for more details.If your country is not in delivery list during checkout, please contact our Customer service.

 

TRACKING THE DELIVERY

You may track the delivery of your order by using the TRACKING NUMBER provided by the courier and received in the shipping confirmation e-mail. Registered users can also check the status of their orders in My Account area.

The courier delivers from Monday to Friday during office hours and you cannot pre-book delivery times. The courier will try to deliver the package for two consecutive working days, leaving a notification each time. Undelivered packages will be returned to our warehouse.

SHIPPING NOT AVAILABLE IN SOME COUNTRIES

Eshop and shipping service is not available in some countries. If you do not find your country is shipping list, please contact our Customer Service eshop@serapian.com and ask for explanations. 

If you live in Japan or USA, we are glad to inform you that a dedicated eCommerce will soon be available. If you wish to be informed of go live, please subscribe to our newsletter.

 

RETURNS AND REFUNDS

 

RETURN

You can return any item purchased on our eshop WITHIN 14 DAYS FROM THE DELIVERY DATE.

Here’s how: 

- We invite you to download and complete this Return Form  WITHIN 14 DAYS FROM THE DATE YOU RECEIVED YOUR PARCEL . We reserve the right to refuse returns that are shipped after the 14-day grace period has expired or items that are not in the same condition you received them in.

- Make sure the items are in the same condition you received them in, with all tags still attached.

- Complete the online Return Form and contact immediately our Customer Care to eshop@serapian.com or by phone (+39) 02 28012224 to arrange free pick up of your parcel (it would be preferable pick up address is the same as delivery).

- Prepare the package together with the return form for our courier.

If you prefer, you can also use a different courier service from Coltrans-TNT. In this case, return shipping and any possible theft or loss during transit will be at your own expense and responsibility.

Your return will be accepted within 3 working days from the delivery date at our warehouse. Refunds will be issued only for properly returned items. If your return does not meet the conditions listed, we will not be able to issue the refund and the package will be sent back to you. 
You may keep track of the return status through My Account or with the Tracking Number you will receive by email.  

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

To check online terms and conditions click here.

 

RETURN GOODS IN STORE

Items purchased online cannot be returner in our stores. To return your order, please follow the above procedure.

 

RECEIVING YOUR REFUND

 The refund you will receive will include both the costs of returned items and the original shipping costs.
After our warehouse has received your return and verified that all of the conditions have been met, you will receive a confirmation e-mail.
Refund times depend on the payment method used when purchasing:

  • CREDIT OR DEBIT CARD: refund times will depend on the Card company’s policies. We assure you that the currency date for the credit will coincide with the date of the original payment, therefore you will not be charged any interest fees.
  • PAYMENT WITH PAYPAL: The refund will be visible within 24 hours from when you receive your confirmation e-mail.
  • BANK TRANSFER: refund times will depend on the bank policies. Serapian will not refund any fee for bank transfer.

 

MY ACCOUNT

 

CREATING AN ACCOUNT

Registered users can take advantage of the following benefits:

  • save their shipping addresses to complete the checkout process more quickly
  • access all information regarding orders and returns.


Registering with My Account is free and takes just a second: register now.

 

CHANGING YOUR ACCOUNT DETAILS

You may update your registration details at any time: log in to My Account and edit your details. You can modify all your personal information except the Country in which you are registered. Click SEND to save your changes.

If you have forgotten your password click on the link FORGOT YOUR PASSWORD? on “My account” area in homepage. Enter the e-mail address with which you registered and you will receive an e-mail with the necessary information in a matter of minutes.

If you are noticing an error in the data shown for shipping and billing of an order, please contact immediately  our Customer Service at (+39 ) 02 28012224 or email eshop@serapian.com to allow the courier to deliver your order successfully.

Serapian will not be considered responsible of wrong shipment of the package, if the customer has failed to modify its delivery address. 


NEWSLETTER

 

SUBSCRIBING TO THE NEWSLETTER

The Newsletter brings you special previews regarding our brand and events. You can subscribe after completing your order.

UNSUBSCRIBING

You may unsubscribe at any moment through the UNSUBSCRIBE link found at the bottom of every Newsletter.

 

BESPOKE, TAILOR MADE SERVICE

Born in the 1950s thanks to Stefano Serapian and Gina Flori’s intuition and creative power, Bespoke has always been one of the Brand’s distinctive elements, and one of the reasons for its success. From small leather items to travel accessories, from evening crutches to sailing bags, anything can be made to customers’ specifications, using materials, colours and details of their choice. The customer thus takes part in the creative process, contributing actively to the creation of unique and original items.

For information on Bespoke Service, please write to Serapian@serapian.com indicating the kind of personalization you are interested in.

 

PERSONALISED NAME TAGS

If you buy a Serapian item with a name tag, you can choose to engrave your or somebody else's initials.

Please select in the shopping bag Gift flag / please write an email to eshop@serapian.com as follow. Starting capital letters of your name and surname may be engraved in gold, silver colours or dar.    

Please select your preference.

Subject: personalized name tag, online order.

Hi,

could you please engrave following initials (please specify letters here) on following item (please write item name or code here) bought online (please insert your online order number here)

Initial letters must be:  - gold - silver - dar.

 

CHARACTERISTIC SERAPIAN LEATHER CRAFTWORK

Serapian is a long love story, whose plot weaves panache, elegance and passion of true craftsman together into the very essence of the last seventy years of events in Italy, involving the creative spirit of two unique individuals and the fruits of their meeting.

Read the interesting and unique story of Serapian leather craftwork by clicking here

 

 

 

 

 

 

 

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