Frequently Asked Questions


How can I contact Fratelli Borgioli Customer Care?

Our Customer Care is at your complete disposal for any questions or for additional assistance. To find out how you can contact us, visit the Contact Us page. You can send an e-mail to: or you can call us at: +39.0571.585881 / +39.0571.585845.

Where are Fratelli Borgioli shoes made?

Fratelli Borgioli shoes are made in Italy, in the footwear district of Lamporecchio, in the Tuscany region. The creation of Made in Italy artisan footwear requires experience and knowledge handed down from generation to generation and involves various phases and techniques, each of which guarantees the fine characteristics for which our creations are known around the world, both in terms of quality and aesthetics. We invite you to learn about the history of the company by visiting the About Us page.

Can I customize my footwear online?

Yes, on there is an exclusive personalization service that lets you customize your shoes. Customization includes choosing everything from the colour of the leather to whether to add your initials. We invite you to discover all the possible combinations in the dedicated section Made To Order.

What is the "Made to Order" service?

Made to Order is a service that lets customers personalize finishes and shoe details, choosing from a wide range of variations and combinations of colours and materials to create the style that best suits their taste. For more information, please see the Made To Order section.

What is "My Shoes" service?

The “My Shoes” service is designed for topnotch shoe and clothing retailers interested in offering their clientele an important new service. “My Shoes” is a new and exclusive way for clients to order personalized, enhanced-fit footwear with colors and shoe leathers carefully selected to coordinate perfectly with their clothing purchases. For more information, please see the Retailers page.

How do I care for my Fratelli Borgioli shoes?

There are some essential steps aimed at preserving the quality of your Borgioli shoes. For this purpose, specific shoe care tools are needed to appropriately clean and preserve these handmade shoes.

We invite you to visit the Care & Maintenance page to discover all the products with which you can take care of your Borgioli shoes.

Can I visit your store?

We will be happy to welcome you to our store in Vinci (FI), Italy. A qualified member of our staff will be at your complete disposal. For more information, please see our Visit the Store page.


How do I place an order?

Visit our Shop, click on the desired product to access the relevant product page and view in detail all the information regarding the product itself. Select the size you want and add it to your cart. You can then proceed to the checkout by filling in all the address fields, as well as the desired payment method. Order confirmation and shipment status information will be communicated via e-mail.

Can I cancel or change my order?

If you wish to cancel or change your order, please contact our Customer Care as soon as possible by e-mail at or by phone at
+39.0571.585881/+39.0571.585845. Once the order is placed, we will not always be able to guarantee the cancellation or modification afterwards.

What can I do if I have forgotten my password?

If you have forgotten your password, simply click on “Forgot your password?” on the login page and enter your e-mail address. You will receive a message with instructions to follow to set a new one.

Do I need an account to place an order?

You can also place orders on the website as a guest user. In any case, we recommend that you create an account for the following benefits:

  • save products on the Wishlist
  • easily access details and order history
  • save credit card information to speed up the payment process
  • store different billing and shipping addresses to speed up order processing.
How can I cancel my account?

If you decide to cancel your account, please send your request to Once we receive your request, we will remove the information linked to it.

How can I use a promocode?

The promocodes allow you exclusive offers. To use them during your purchases, simply enter the code in the appropriate field at checkout and click apply. Only one promocode can be used for each order. If the code does not work, please review the validity dates of the promotion and on which items and categories it can be applied. If the problem persists, please contact our Customer Care.

Can I order by phone?

Yes, our Customer Care will be happy to help you complete your order. You can send an e-mail to: or you can call us at the following numbers: +39.0571.585881/+39.0571.585845. After selecting the items you wish to purchase, the delivery address and payment information will be required to complete the order. We guarantee the absolute security of your personal data during all stages of the purchase. You will immediately receive a confirmation email with a link to check the purchase details and track the shipment.

What can I do if an item I want to buy is no longer available online?

For requests on items not available online, please contact us via e-mail at or at +39.0571.585881/+39.0571.585845. Our Customer Care is available Monday to Friday from 9.00 a.m. to 8.00 p.m. CET and Saturday from 9.00 a.m. to 6.00 p.m. CET.

How do I know my order was successful?

At the end of the purchase, you will receive an e-mail containing a recap of your order and confirmation that it has been correctly received.

Why has my order not been accepted?

To make the purchase, follow the online procedure carefully. We reserve the right to refuse or cancel an order, in case of doubts about the correctness of the product (incomplete or inconsistent personal data, payment issues in previous purchases, doubtful authenticity of the credit card) or unavailability of products. Refusal or cancellation of the order (by e-mail or telephone) may not be timely and could also follow subsequent contact by the customer.


What payment methods do you accept?

The following payment methods are available:

  • Paypal
  • Stripe
  • Credit/Debit Card (Visa, Mastercard, American Express)
When is the order amount charged?

The total amount of the order will be charged after the necessary checks on the credit card details and availability of the products. The charge will be in the same currency as the prices stated at checkout. The total amount of the order includes shipping costs, where applicable. Taxes and fees will be detailed in the checkout phase.

The debit authorization was declined. Do I have to set up a new order?

In the event that you receive an e-mail informing you that your order has been cancelled, the reasons may be related to an error in the data entered or problems relating to the payment method. If you have received our e-mail informing you that your order has been cancelled, you can make a new order online, or contact us at the e-mail address

Is my personal information safe?

The payment transaction takes place on a protected page, which uses SSL (Secure Sockets Layer) certificates, a system that guarantees maximum security for online transactions. Credit card data is protected from unauthorized access by encrypted transfer of SSL data, which is not accessible to third parties. In order to better protect your personal data, however, we urge you to keep your username and password safe. 


What shipping options are available and how much are the shipping costs?

Deliveries in the European Union are free of charge. For deliveries in all other countries, shipping costs will be provided during the checkout. In terms of options, for deliveries in Europe you can pick a free option with Bartolini or the express option with UPS. For deliveries in all other Countries, the only option available is the UPS express saver. For more details, please visit the Shipping & Returns page.

How can I track my order?

You will receive an e-mail with a tracking number to check the delivery status of your order.

Which countries does ship to? ships to more than 100 countries. Shipping times and costs vary depending on the country.

Can I ship to multiple addresses?

At the moment you can only send to one address for each order. To send to more than one address, please set up a separate order for each destination.

Can I change the destination address or delivery date of my order?

You can contact our Customer Care by sending an e-mail to: or call us at the following numbers: +39.0571.585881 / +39.0571.585845.

Is a signature required upon delivery of my order?

It depends on the courier. Please contact our Customer Care if you have any questions on this.

And if no one is present to sign for the order?

If no one is present to deliver the order, the courier will leave a notice of passage on a label attached to the address. 

Do I have to pay taxes and customs duties?

Fratelli Borgioli ships to the European Union on a DDP (delivery duty paid) basis. This means that all applicable taxes and duties are included in the final purchase price and there are no additional costs for delivery. For deliveries requested in all other countries, any import customs fees will be charged to the recipient. The price to be paid to us will exclude all import duties and sales taxes. For more information, contact the local customs office/corresponding tax authority.


How can I request a return?

If you are not fully satisfied with the items you have purchased, you can return them by exercising your right of withdrawal within 14 days of receiving the order (30 days for the USA). For further details, please consult the Shipping & Returns page.

What are the return conditions?

The right of return applies to the product purchased in its entirety and will be applicable under certain conditions. Please visit the Shipping & Returns page.

How do I prepare my return item?

You can prepare the item or items you wish to return by placing them, together with the return form, in the shopping bag or in the box in which you received your order. Once the package is sealed with the return form and the items to be returned, attach the return label to the outside.

Can I return a customized product?

It is not possible to request an exchange or a refund of a customized product unless the goods are defective or do not comply with the order placed (article 5, paragraph 3, letter c, of Legislative Decree No. 185 of 22/05/1999).

What can I do if I have not received the order or if I have received a non-compliant product?

All products sold on are covered by a legal guarantee of conformity. In the event that a product, during the period of validity of the legal guarantee, manifests what could be a lack of conformity or has not been processed correctly, we invite you to contract Customer Care by sending an e-mail to Our Customer Care will promptly reply to the communication, indicating the next steps to take.