How can I find out if a product is available?
Everything you find on dmilanofficial.com is available.
In the store page you can filter the items by size, model, color, materials and heel heights.
By selecting the product you want and opening the product detail page, you can see its characteristics.
Is it possible to order made-to-measure footwear?
A made-to measure service is not currently available. All of the available products are listed on the website: you can find your favourite shoes in the catalogue and order them directly online.
Why are some products listed as “pre-order”?
For some of the products it is possible to order them in advance and receive them before they are available in other shops. These products will be listed as “pre-order”: you can see the available colors, leathers, heel heights and shoe sizes and order them in advance, receiving them as soon as they are available. When you place the order, you can see the date from which the item will be available and you will receive a confirmation e-mail as soon as the order is ready to be sent out.
Can I still order a product if it is no longer available?
Regrettably you can only order available products, i.e. all those you can find on dmilanofficial.com. However, a few products are regularly restocked, so it is worth checking the website every now and then.
How can I care for my D· MILANO products?
We only use precious, high-quality materials. Every type of material has its own characteristics and requires special care. Please see our advice below.
SMOOTH AND GRAINED LEATHERS
All smooth or grained leathers should be cleaned with a soft, clean, dry cloth to remove excess dust and dirt. To revive the color, apply a small quantity of neutral wax-based shoe cream and buff with a soft cloth. Avoid direct contact with substances that contain alcohol (perfumes, solvents), oils (makeup) and abrasives. Avoid direct exposure to sunlight and heat. Do not expose to humidity. In the case of direct contact with water, allow to dry carefully in a cool, well-ventilated place. Always put the shoes away in the dust bag provided.
PATENT LEATHERS AND LAMINATES
Clean with a soft, clean, dry cloth to remove excess dust and dirt. Patent leathers are highly sensitive to color transfer. You are therefore advised to carefully avoid contact with other materials. Always put the shoes away in the dust bag provided. The metallic finish on laminated leathers is extremely delicate and can easily be scraped. Once it has been damaged it cannot be returned to its original appearance. This is not considered to be a defect, but a characteristic of the material. Avoid direct contact with substances that contain alcohol (perfumes, solvents), oils (makeup) and all abrasive substances. Avoid direct exposure to sunlight and heat. Do not expose to humidity. In the case of direct contact with water, allow to dry carefully in a cool, well-ventilated place.
Use a brush with soft bristles to gently clean the leather and maintain the characteristic effect of the suede material. Where necessary, use a neutral water-repellent spray specifically for shoes to protect the leather from humidity, always applying it to dry shoes. Suede leather is highly absorbent and can be easily stained. Contact with materials that may transfer color should therefore be avoided. Avoid direct contact with substances that contain alcohol (perfumes, solvents), oils (makeup) and all abrasive substances. Avoid direct exposure to sunlight and heat. Do not expose to humidity. In the case of direct contact with water, allow to dry carefully in a cool, well-ventilated place.
All fabrics used to produce D· MILANO shoes are delicate and must be handled with care. They should be cleaned only with a soft, dry cloth to remove dust. Solvents of all types should be avoided.
COMBINATIONS OF MATERIALS
For shoes made from a combination of two or more materials, please refer to the following instructions:
FABRICS: clean with a soft, dry cloth and avoid all types of solvents. Avoid excessive abrasion and all contact with surfaces. Once the threads of the fabric are damaged they cannot be repaired.
SMOOTH AND GRAINED LEATHERS: Clean with a dry, clean, soft cloth. To revive the color, apply a small quantity of neutral wax-based shoe cream and buff with a soft cloth, taking care not to touch any other materials.
PATENT AND LAMINATED LEATHERS: Clean with a dry, clean, soft cloth. Avoid all types of solvents.
SUEDE LEATHERS: Use a small brush with soft bristles to gently clean the leather and maintain the characteristic effect of the suede material. Where necessary use a neutral water-repellent spray specifically for shoes to protect the leather from humidity, always applying it to dry shoes.
CRYSTALS AND ACCESSORIES WITH A COMBINATION OF LEATHERS AND FABRICS
Crystals and studs applied to D· MILANO shoes are delicate accessories and should be handled with care. Clean with a soft, velvety cloth and avoid contact with surfaces or materials that could scratch or damage them. Also avoid contact with water, solvents of all types, and exposure to direct sunlight and heat. Always put the shoes in the dust bag provided.
PRECIOUS AND SEMI-PRECIOUS LEATHERS WITH COMBINATIONS OF LEATHERS
All exotic, precious and semi-precious materials are highly delicate and require careful attention. Clean with a soft, clean, dry cloth to remove excess dust and dirt. Do not apply any kind of substance to the leather that could interfere negatively with the tanning. Atmospheric conditions, heat and use can lift the scales of precious materials: these are particular characteristics of exotic materials and should not be considered defects. Avoid direct exposure to sunlight and heat and do not expose to humidity.
D· MILANO guarantees repair service for all products that are part of the current and the previous collection.
Specifically, Spring Summer collections styles are covered until March 31st of the following year;
Fall Winter collections styles are covered until September 30th of the following year.
Seasonless or carryover products are always repairable if spare parts are available in our warehouses.
D· MILANO won’t take care of reparation if:
- The product has been altered in its design;
- The product is found as non-authentic;
- The product has been modified with non-original components;
- Spare parts or raw materials for reparation are not available anymore;
- The product has irreparable damages.
Send us your request trough the contact form.
My size is not available, what can I do?
If your size is not available you can fill the form “Your size is not available?” displayed in every product detail page and we’ll advise you when it’ll be restocked.
All of our products have European sizes indicated on the box, as well as in the product detail page. To find the corresponding size for your country check out the table “Size Guide” on the product detail page.
Uncertain about size?
Check your measurements:
How do I create an account?
You can create an account by filling out the registration form, which you can access by clicking on the “Log In” link at the top of the page.
You can only access the restricted area with a personal password created and known only to you. At the end of the registration process you will receive a confirmation e-mail in which you will find your log-in details.
What are the benefits of having an account?
By registering on dmilanofficial.com, you can:
- access to your orders and monitoring their status;
- save your gift card code;
- access to the legend of your download;
- change your personal data.
How does the Wishlist work?
You can save your favourite products on your Wishlist, in the size and color you want, enabling you to purchase them when you are ready, without having to look for them again.
The products on your Wishlist are not held for you, therefore we recommend that you check availability regularly and purchase them as quickly as possible so as to avoid disappointment
Are the products on my Wishlist being held for me?
Unfortunately we cannot hold the products saved on your Wishlist. When you add a product to your Wishlist, it just makes it easier to purchase when you are ready, but only if the item is still available. We recommend that you regularly check the availability of the products in your wishlist and order them as quickly as possible.
Is it possible to modify or cancel my account?
You can modify your registration data at any time, after accessing the restricted area of your account. You can also ask that your account be cancelled by sending your request to our customer care.
How do I purchase a product?
To purchase a product, choose the item you want from the catalogue, select its color and size, and add it to your shopping bag. You can continue to navigate the website for other products to purchase or go directly to the checkout. To purchase more than one of the same product, just change the quantity of the chosen product in your shopping bag. You will be informed if the number selected is not available. If you add a product by mistake, you can delete it with the specific link next to the product on the page of the shopping bag.
How do I send my order?
To send your order, you must follow the different stages of the purchase process. Once you have selected the products in the size and color you want and added them to the shopping bag.
It is not obligatory to register to place an order, but an account does offer many benefits. Then choose the payment method you prefer and proceed. For information on the payment methods accepted by dmilanofficial.com please read the Payment section.
Once the purchase is completed, you will receive a confirmation e-mail with a summary of your order.
Can I change or cancel an order that I have already made?
You can change an order you have already placed while its status is still “pending”. Once the order is being processed you can no longer change it, but you can request its cancellation. Once the order has been sent out, it is no longer possible to cancel it.
How long does it take for the order to be sent out?
Orders will be sent out within 48 hours of the day they are placed. We would like to remind you that dmilanofficial.com does not deliver at weekends or on official holidays.
How do I pre-order an item?
A pre-order is the reservation of a product that is not yet available but is set to be released on the site shortly. For each pre-order product, the estimated shipping date will be indicated in the related product description.
Mixed orders that include available products and pre-order items shall be made up of multiple shipments at various times.
Orders containing multiple pre-order products, if these items are not all available at the same time, shall be made up of multiple shipments at various times.
A product available for pre-order can be seen on its relevant page, displaying the “pre-order” button. When you click on “pre-order,” the product is added to your cart. Once the reservation process is complete, the pre-order will be confirmed via e-mail.
You can cancel the pre-order, prior to receiving the shipping confirmation e-mail, by contacting our Customer Care.
The price of the purchased products and the related shipping costs indicated at the time of the pre-order will be charged to your payment method after the purchase completion.
How do I purchase a Gift Card?
In the “E · Gift” section you will have the opportunity to purchase a Gift Card by selecting or entering the desired amount, the email address and the name of the recipient and customizing the message you wish to send for the occasion. After the purchase is processed, you will receive the order confirmation, while the recipient will receive the digital Gift Card with the indication of the sender, the amount and the corresponding code.
Have you received a Gift Card?
After receiving the Gift Card, go to the store and choose your favorite product! On the checkout page you will have the opportunity to enter the corresponding code and finalize the purchase.
The Gift Card is valid for 12 months from the date of purchase and can only be used on dmilanofficial.com.
How can I pay for my order?
dmilanofficial.com accepts many different methods of payment, all of which are totally safe.
You can pay for your order by credit or debit card and through PayPal.
All transactions are controlled and managed by Gestpay.
We accept the following payment systems: VISA, MASTERCARD, MAESTRO, DISCOVER and AMERICAN EXPRESS.
We also accept all prepaid cards operating within the VISA ELECTRON circuit and payments through POSTEPAY.
How does payment through PayPal work?
PayPal is a completely safe online method of payment that permits you to pay for orders by directly accessing your PayPal account. The data concerning your account and any information on your credit card are managed directly by PayPal, which simply provides us with a communication, via e-mail, after the payment is made.
Is it possible to save my credit card details for future purchases?
You can save, modify or delete your credit card details in your account.
What types of shipping can I choose?
You can choose between standard and express shipping.
The express shipping cost depends on the country of destination and it will be calculated at the checkout step.
The delivery time will be indicated at the checkout page.
How can I see what stage my delivery is at?
As soon as your order is entrusted to the courier you will receive a shipping confirmation e-mail, containing a tracking number with which you can follow, directly from the website of the courier, its status and expected time of delivery.
If you are registered, you can access your account and follow your order status, right from the preparation stage.
What happens if I am out when my order is delivered?
If no one is there to take delivery at the specified address, the courier will leave a note with the number to contact to rearrange a new delivery time.
What should I do if I still haven’t received my order?
If your order is not delivered within the given time, we suggest that you:
- check the status of the order: as a registered user, by accessing your Account, or on the courier website, using the delivery number that can be found in the shipping confirmation e-mail;
- check that the specified delivery address is correct;
- if you find a missed delivery notice from the courier, you can contact them by telephone to organise another delivery time.
If you have any further questions, please don’t hesitate to contact us.
Can I return a product if I’m not satisfied?
Of course. If you’re not happy with your order, you may return it within 14 working days of delivery (working days are calculated based on proof of delivery). The request must be made using the designated return form on the website. You will then receive a confirmation e-mail authorizing the return.
The products must be returned intact (without damage or wear and tear), in the original packaging. When trying on the shoes, please do so on a soft surface so as to avoid damaging the sole or other parts of the product.
How can I return an item?
All you need to do is fill out the return form on the website. If you completed your order as a registered customer, you can access the return form directly from the orders page in your account.
Your request will be sent to Customer Care, which will proceed with authorization. Once you’ve received a confirmation e-mail with a designated return number, you can send back the product that you wish to return.
How can I ship back my return?
Return shipping is free if you use the return slip included with your order.
The products must be shipped back in a single shipment, intact, and in the original packaging. Returns will not be accepted if products belonging to the same order and they are sent back at different times or if they are sent from a country different from the one to which the order was shipped.
To prepare the shipment:
- Get the shipping return slip which you’ll find in the package (if you no longer have the return slip, click here).
- Place items back in their original packaging.
- Attach the shipping return slip on the outside of the package, covering the previous label.
- Schedule a courier pick-up or bring your shipment to the nearest drop-off point.
As soon as we’ve received your return and have verified the contents, you will receive a return confirmation e-mail and reimbursement of the price of the products returned.
Can I send my return using a shipping provider of my choice?
If you choose to return your order using a provider different from the designated one, you will be responsible for all shipping costs.
Returns must be shipped to the following address:
Della Pia S.r.l.
Via Giovanni Serrao, 7
80022 Arzano (NA) ITALY
How long do reimbursements take?
Reimbursements will be made within 30 days from the date the return was received and accepted. The waiting period for reimbursement may vary depending on the payment method you used.
Can I exchange a product for another one?
Exchanging a product for a different one or for the same product in a different size or color is currently not possible. So if you are dissatisfied with your order, you can simply return it and we’ll give you your money back.
In the meantime you can proceed with a new order of the desired item.
If you need help, you can contact our Customer Care.