SHIPPING, RETURNS & EXCHANGES POLICY

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Last Updated: July 20, 2026

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At Francesco Sensini, every order is handled with the same care and attention devoted to the creation of our handcrafted footwear.

This Shipping, Returns & Exchanges Policy explains our production timelines, worldwide delivery service, order cancellations, size exchanges, returns, store credits, refunds, and procedures for damaged, defective, or incorrect products.

This Policy applies internationally, subject to any mandatory consumer rights that may apply in the customer’s country of residence or delivery destination.

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1. Handmade Excellence

Francesco Sensini shoes are handcrafted in Italy, one pair at a time, under the direction of master shoemaker Nicola Sensini and his artisan team.

Each pair is created using carefully selected leathers, traditional shoemaking techniques, and meticulous attention to detail.

Because our production is artisanal and limited, certain models, sizes, leathers, or colors may not be immediately available.

You may view our shoemaking process here:

www.francescosensini.com/shoe-makingprocess

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2. Product Categories

Our products may be offered under one of the following categories.

Ready-to-Ship Products

Ready-to-ship products are already completed and available at our Florida office, Italian workshop, or designated fulfillment location.

These products can normally be prepared for shipment more quickly than made-to-order products.

Availability is limited and may change without notice.

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Made-to-Order Products

Made-to-order products are created after an order is placed, based on the customer’s selected:

• model;

• standard size;

• leather;

• color; and

• available product options.

Although made specifically following the customer’s selection, these products use standard Francesco Sensini designs and configurations unless otherwise indicated.

Custom or Bespoke Products

Custom or bespoke products are created according to individual customer specifications and may include:

• special measurements;

• nonstandard sizing;

• personalized initials;

• unique leather combinations;

• structural modifications;

• design changes; or

• other features not included in the standard product configuration.

Additional conditions may be communicated to the customer before a custom or bespoke order is confirmed.

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3. Production Times

If a selected model, size, or leather is not immediately available, production normally requires approximately 2 to 3 weeks.

Production time begins after:

• payment has been authorized;

• the order has been confirmed;

• all required product selections have been received; and

• any necessary sizing or customization details have been approved.

Production timelines are good-faith estimates and may occasionally vary because of:

• material availability;

• artisanal production requirements;

• quality-control procedures;

• custom specifications;

• holidays;

• carrier disruptions;

• customs processing; or

• circumstances outside our reasonable control.

Delivery time begins after production has been completed and the order has been shipped.

If a material delay occurs, we will contact the customer and provide the options required under applicable law, which may include accepting the revised timeline or canceling the delayed order for a refund.

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4. Ready-to-Ship Delivery

Ready-to-ship products are normally dispatched promptly after payment and order verification.

The exact dispatch time may vary according to:

• the product’s location;

• weekends or holidays;

• payment verification;

• destination;

• carrier availability; and

• any additional customer instructions.

Any specific expedited-delivery promise shown on a product page, advertisement, email, or written customer-service communication will apply to that order, subject to the stated conditions.

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5. Free Worldwide Shipping

We proudly offer complimentary worldwide shipping on eligible Francesco Sensini orders.

Orders are shipped using UPS, USPS, or another trusted tracked carrier selected according to the product location and delivery destination.

Once the order has shipped, the customer will receive a confirmation email containing the available tracking information.

Shipping transit times are estimates provided by the carrier and may be affected by:

• weather;

• customs;

• local delivery conditions;

• remote destinations;

• carrier delays;

• national holidays; or

• circumstances outside our reasonable control.

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6. United States Fulfillment

Francesco Sensini maintains its customer service and logistics operations in Florida.

Depending on availability and production requirements, an order may:

• ship directly from our Florida office;

• be produced in Italy and transferred to our Florida office before final delivery; or

• ship directly from Italy using an approved carrier.

Whenever practical, we select the fulfillment method designed to provide reliable and efficient delivery.

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7. International Fulfillment

Orders outside the United States may be shipped directly from Italy or through another appropriate fulfillment route.

International destinations may include, among others:

• the European Union;

• the United Kingdom;

• Australia;

• the United Arab Emirates;

• Canada; and

• other supported countries.

Carrier availability and delivery procedures may vary according to destination.

Customers may contact us before ordering for assistance with international delivery.

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8. Duties, Import Taxes, and Customs Charges

For customers in the European Union and the United Kingdom, applicable duties and import taxes are prepaid where the order is shipped on a Delivered Duty Paid — DDP basis.

When an order is confirmed as DDP, the customer should not be charged additional import duties upon delivery.

For other international destinations, Francesco Sensini may also cover duties and import charges where expressly stated at checkout or confirmed in writing.

Because customs requirements vary by destination, customers are encouraged to contact us before ordering when they require confirmation regarding:

• duties;

• taxes;

• import fees; or

• customs procedures.

If duties or taxes are not included for a particular destination, this will be communicated where reasonably possible before shipment.

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9. Currency and Payment

All prices displayed on our website are stated in United States Dollars — USD, unless otherwise indicated.

When a customer pays using a card or payment method denominated in another currency, the payment provider or card issuer may convert the transaction using its applicable exchange rate.

The customer’s bank or payment provider may apply:

• currency-conversion charges;

• foreign-transaction fees; or

• other processing fees.

These charges are determined by the customer’s financial institution and are not controlled by Francesco Sensini or Dominus Consulting LLC.

Customers interested in an alternative approved payment method may contact us before placing an order.

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10. Order Cancellations

We understand that mistakes may occur, and we will make every reasonable effort to help the customer find a fair solution.

Cancellation Within 48 Hours

A customer may request cancellation within 48 hours of placing the order by contacting:

info@francescosensini.com

The cancellation request must include:

• the customer’s full name;

• the order number; and

• the reason for the request.

A cancellation request is not considered completed until it has been acknowledged by our customer service team.

Ready-to-Ship Orders

A ready-to-ship order may generally be canceled for a full refund if the cancellation request is received before the order has been shipped.

If the order has already shipped, it will be handled under the ready-to-ship return procedure described below.

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Made-to-Order Orders

A made-to-order purchase may generally be canceled for a full refund when the cancellation request is received within 48 hours and production has not begun.

Production may be considered to have begun when:

• materials have been allocated;

• leather has been cut;

• components have been prepared;

• the order has entered the artisan’s production schedule; or

• physical work on the product has started.

If cancellation is requested after production has begun, we will review the order individually and work with the customer to identify a fair solution.

Depending on the production stage, the available solution may include:

• a full refund;

• a partial refund;

• store credit;

• an order modification; or

• completion of the original order.

Any deduction from a refund will reflect reasonable costs already incurred, to the extent permitted by applicable law.

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Custom or Bespoke Orders

Custom or bespoke orders may be canceled within 48 hours only if production, material allocation, or customization has not begun.

Once work on a custom or bespoke product has started, cancellation may not be possible.

We will nevertheless review the circumstances with the customer and make a good-faith effort to find a reasonable solution.

Nothing in this section limits any mandatory cancellation right available under applicable law.

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11. Product Inspection After Delivery

Customers should inspect their order promptly after delivery.

The product should be tried on:

• indoors;

• on a clean and soft surface;

• without bending, scratching, marking, or altering the soles; and

• without removing or damaging original packaging, accessories, or protective materials.

Products showing signs of outdoor use, excessive wear, alteration, damage, or improper handling may not qualify for a standard return or exchange, except where the product is defective or applicable law provides otherwise.

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12. Manufacturing Defects, Damage, or Incorrect Products

The quality of our craftsmanship is extremely important to us.

If a product arrives:

• with a verified manufacturing defect;

• damaged during delivery;

• in a different model from the one ordered;

• in a different size from the one confirmed; or

• materially different from the confirmed order specifications,

the customer should contact us as soon as reasonably possible at:

info@francescosensini.com

The customer should provide:

• the order number;

• a description of the issue;

• clear photographs of the product;

• photographs of the packaging when shipping damage is involved; and

• any other information reasonably requested to assess the claim.

Once the issue has been verified, Francesco Sensini will provide an appropriate solution at no additional cost to the customer.

Depending on the circumstances, the solution may include:

• repair;

• replacement;

• remaking the product;

• exchange;

• full refund;

• partial refund; or

• store credit.

When repair or replacement is reasonably available, we may offer that solution before issuing a refund, except where applicable law gives the customer a different mandatory remedy.

Natural leather grain, small tonal variations, minor artisanal differences, and other normal characteristics of handmade production are not ordinarily considered manufacturing defects.

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13. Size and Fit Assistance

We encourage customers to contact us before ordering when they need help selecting a size.

Any size recommendation is based on the measurements and information provided by the customer.

Because fit may vary according to:

• foot shape;

• width;

• instep;

• personal preference;

• shoe construction; and

• the accuracy of the measurements provided,

a size recommendation cannot guarantee identical results for every customer.

Nevertheless, we are committed to helping our customers find an appropriate and comfortable solution.

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14. Size Exchanges for Made-to-Order Products

If a made-to-order product does not fit correctly, the customer should contact us promptly and before wearing the shoes outdoors.

After reviewing the fit issue, we may offer one or more of the following solutions:

• a different size;

• an adjustment;

• replacement of the product;

• remaking the product;

• store credit; or

• a refund when an appropriate size solution cannot reasonably be provided.

The exact solution will depend on:

• the product;

• the condition of the returned shoes;

• the sizing information originally supplied;

• the availability of materials;

• the nature of the fit issue; and

• applicable consumer law.

Where a replacement or remake is approved, the original product must be returned in the condition required by this Policy.

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15. Ready-to-Ship Returns and Refunds

Eligible ready-to-ship products may be returned for a refund when all applicable return conditions are satisfied.

To request a return, the customer must contact us within 14 days of delivery, unless a longer mandatory period applies under local law.

The product must be:

• unworn outdoors;

• unaltered;

• undamaged;

• clean;

• free from creasing, stains, scratches, odors, or sole wear;

• returned with all original accessories; and

• returned in its original packaging.

After the product has been received and inspected, an approved refund will be issued to the original payment method.

Original expedited-shipping charges, optional services, currency-conversion charges, and third-party banking fees are not refundable unless required by applicable law or caused by our error.

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16. Returns for Made-to-Order Products

Made-to-order products are created specifically following the customer’s selected model, size, leather, and color.

For this reason, they are not handled in the same manner as ready-to-ship inventory.

Except in cases involving:

• a verified defect;

• an incorrect product;

• an approved size solution;

• a material error by Francesco Sensini; or

• a mandatory consumer right,

made-to-order products are generally eligible for:

• exchange;

• adjustment;

• remake; or

• lifetime store credit,

rather than a standard refund to the original payment method.

We will review each request fairly and make a reasonable effort to identify a satisfactory solution for the customer.

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17. Custom and Bespoke Products

Custom and bespoke products are created according to individual specifications and generally cannot be resold.

For this reason, custom and bespoke products are normally not eligible for standard returns or exchanges based solely on a change of mind.

When appropriate, we may offer:

• adjustment;

• repair;

• remake;

• replacement; or

• lifetime store credit.

A verified defect, incorrect execution of the approved specifications, or another issue covered by mandatory law will be handled at no additional cost to the customer.

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18. Lifetime Store Credit

When approved, store credit:

• does not expire;

• may be used toward a future purchase from Francesco Sensini;

• may be applied to a product of equal, lower, or higher value;

• requires payment of any price difference when the new order has a higher value; and

• has no separate cash value unless otherwise required by law.

Store credit is issued after the returned product has been received and approved.

Unless expressly confirmed otherwise, store credit is issued to the original purchaser and may not be transferred or resold.

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19. Return Authorization

Customers must contact our Customer Experience Team before returning any product.

A return is authorized only after the customer receives written instructions or confirmation from us.

The customer should not send a product to:

• our Florida business address;

• the Italian workshop;

• a carrier facility; or

• any other location

unless specifically instructed to do so.

Unauthorized returns may be refused, delayed, or returned to the sender.

We cannot accept responsibility for a parcel sent without authorization, without adequate tracking, or to an incorrect address, except where applicable law provides otherwise.

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20. Return Shipping Costs

United States

For approved returns or size exchanges within the United States, we may provide a prepaid return label.

When the return concerns a verified defect, incorrect product, or error by Francesco Sensini, return shipping will be covered by us.

For discretionary returns or exchanges, any applicable shipping conditions will be communicated before authorization.

Outside the United States

For approved discretionary returns or exchanges outside the United States, a fixed return-service fee of USD $60 may apply.

Before the return is authorized, we will explain whether the fee covers:

• return transportation;

• replacement shipment;

• customs administration; or

• other related services.

The USD $60 fee will not apply when the return is caused by:

• a verified manufacturing defect;

• an incorrect item;

• an incorrect size sent by us;

• shipping damage; or

• another error attributable to Francesco Sensini.

In such cases, approved return and replacement shipping will be covered by us.

Nothing in this section requires a customer to pay a fee that is prohibited under applicable consumer law.

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21. Refund Processing

Approved refunds will ordinarily be issued to the original payment method.

Processing begins after:

• cancellation has been approved; or

• the returned product has been received and inspected.

The time required for a refund to appear in the customer’s account may vary according to the bank, card issuer, or payment provider.

Currency differences, conversion fees, and foreign-transaction charges imposed by financial institutions are outside our control.

Where a partial refund is proposed, the amount and reason will be communicated to the customer before the resolution is completed.

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22. Refused, Unclaimed, or Undeliverable Parcels

Customers are responsible for providing accurate and complete delivery information and for reasonably cooperating with the carrier.

If a parcel is:

• refused without authorization;

• not collected;

• returned because of an incorrect address;

• returned after repeated delivery attempts; or

• otherwise declared undeliverable for reasons not caused by us,

reasonable return, handling, customs, or reshipment costs may be deducted from an available refund or charged before reshipment, to the extent permitted by applicable law.

We encourage customers to contact us immediately when they become aware of a delivery problem.

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23. Lost or Damaged Shipments

If tracking indicates an unusual delay, loss, or shipping damage, the customer should contact us promptly.

We will assist with the carrier investigation and, when appropriate, arrange:

• replacement;

• reshipment;

• repair;

• store credit; or

• refund.

Customers may be asked to retain:

• the shipping box;

• labels;

• internal packaging;

• photographs; and

• the affected product

until the carrier investigation has been completed.

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24. International Returns

International customers must contact us before returning any product so that we can provide the correct:

• return destination;

• carrier instructions;

• customs documentation;

• declared return information; and

• authorization details.

Failure to follow the provided customs instructions may cause:

• delays;

• import charges;

• refusal by customs;

• loss of the parcel; or

• return to the sender.

Customers should not independently declare a returned product as a new commercial sale.

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25. Mandatory Consumer Rights

This Policy is intended to provide a consistent international service standard.

However, nothing in this Policy limits, excludes, or replaces any mandatory consumer right that cannot legally be waived under the laws applicable to the customer or transaction.

Where local consumer law provides:

• a longer cancellation period;

• a mandatory right of withdrawal;

• a repair or replacement right;

• a statutory guarantee;

• a refund right; or

• another non-waivable remedy,

that mandatory right will apply to the extent required by law.

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26. Policy Abuse

We reserve the right to refuse a return or exchange request where there is reasonable evidence of:

• fraud;

• intentional damage;

• product substitution;

• repeated abusive return activity;

• falsified information;

• excessive wear;

• unauthorized alteration; or

• misuse of the return process.

This provision does not limit legitimate claims involving defects, incorrect products, shipping damage, or mandatory consumer rights.

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27. Contact Our Customer Experience Team

For assistance with:

• sizing;

• order cancellations;

• production timing;

• shipping;

• international delivery;

• customs;

• returns;

• exchanges;

• defects; or

• refunds,

please contact:

Customer Experience Team
Email: info@francescosensini.com

Please include your order number whenever possible.

 

We are committed to reviewing every request carefully and finding a fair and appropriate solution consistent with the artisanal nature of our products and the rights of our customers.