pages.customer_care.customer_care.h1
Contact Us
Orders & Shipping
Returns & Refunds
FAQs
Have questions or need help with your order? Please explore the information on this page or reach out to customercare@poeve.it
For commercial enquiries, please reach out to info@poeve.it
For general enquiries, contact hello@poeve.it.
Need to reach us? Give us a call at our office at +39 049 980 1851.
Available Monday to Friday at 9:00 – 17:00 CET, excluding holidays.
Get in contact with our Customer Care team via WhatsApp.
Chat With Us
Available Monday to Friday at 9:00 – 17:00 CET, excluding holidays.
POEVE Headquarters
Animaitaliana s.r.l.
Via Capriccio 3B
35010 Vigonza (PD)
Italy
Italy: Free standard shipping via GLS (1-2 business days). Return cost €5
EU: Free standard shipping via GLS or FedEx Express (2-5 business days). Returns cost €12
Switzerland: CHF 14 shipping via FedEx Express (Includes taxes and duties, 2-5 business days). Free returns.
Iceland: kr3.616 shipping via FedEx Express (Includes taxes and duties, 3-7 business days). Free returns.
UK: £16 shipping via FedEx Express (Includes taxes and duties, 3-7 business days). Free returns.
US: $35 shipping via FedEx Express (Includes taxes and duties, 3-7 business days). Free returns.
Rest of the World: €30 shipping via FedEx Express (Includes taxes and duties, 4-8 business days). Free returns.
All taxes and customs duties are handled by POEVE and are included in the price.
All orders are shipped with tracked shipping. Once your order has been picked up by a courier, you’ll receive a tracking number to your provided email address - please double check your email is correct before completing your order. Additionally, depending on where you are located, you will be receiving update emails from our courier partners GLS Group or FedEx.
Orders are fulfilled from Monday to Friday, excluding holidays.
Orders placed after 12:30 p.m. are usually fulfilled the next day.
Orders placed after 12:30 p.m. on Friday will be fulfilled the following Monday.
Orders placed during holidays or sales periods might experience a slight delay but will be fulfilled in a timely manner.
During processing hours, your order is handled immediately after being placed. If you wish to cancel, make changes to your order or change the shipping address, please notify us immediately at customercare@poeve.it. However, once your order has been shipped, we are unable to make any modifications or cancellations. We recommend double-checking all details before finalizing your order to ensure accuracy.
We do not currently offer direct product exchanges. If you need a different size, colour, or style, please return your original purchase and place a new order for the desired item. If you wish to re-order an item purchased during sales in a different size, we will respect the original price of the item. For this, get in touch with our customer care team: customercare@poeve.it.
For more detailed return instructions, please visit the Returns & Refunds section.
At POEVE, your satisfaction is our priority. If you're not completely happy with your purchase or need a different size, we offer a simple return process. If you have any specific requests regarding your return, don’t hesitate to contact us at customercare@poeve.it.
You have 14 days from the delivery date to return your order. For orders placed during the summer or winter holiday periods, the return window is extended to 30 days:
Summer holidays: Orders placed between August 10 and August 20
Winter holidays: Orders placed between December 20 and January 7
Items must be returned in their original packaging and in the same condition in which they were received: clean, unworn, and undamaged. To avoid marks on the soles, we recommend trying shoes on a carpeted surface. Items that do not meet these conditions may not be eligible for return, and the refund may be refused.
For all information and detailed return instructions, please select your Country from the list below.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to
complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return". - Our team will review your request and once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- A FedEx representative will call the phone number you provided within a few days to organise the pickup of your return package. You will be asked to suggest a specific date and time for the pickup. Please ensure that your package is ready for collection at the agreed time. This service ensures that your return process is smooth and hassle-free, without the need for self-postage. Further instructions in the case you are not contacted by the FedEx agent will be described in the return confirmation email.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to
complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return". - Our team will review your request and once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- A FedEx representative will call the phone number you provided within a few days to organise the pickup of your return package. You will be asked to suggest a specific date and time for the pickup. Please ensure that your package is ready for collection at the agreed time. This service ensures that your return process is smooth and hassle-free, without the need for self-postage. Further instructions in the case you are not contacted by the FedEx agent will be described in the return confirmation email.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to
complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return". - Our team will review your request and once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- A FedEx representative will call the phone number you provided within a few days to organise the pickup of your return package. You will be asked to suggest a specific date and time for the pickup. Please ensure that your package is ready for collection at the agreed time. This service ensures that your return process is smooth and hassle-free, without the need for self-postage. Further instructions in the case you are not contacted by the FedEx agent will be described in the return confirmation email.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and once approved, you will receive an email confirmation containing the return label, along with the necessary return documents for customs clearance. It is important that you print all of these documents.
- Place the customs documents and shipping label in a plastic bag, and securely attach it to the parcel. Ensure any old shipping labels are removed or covered.
- A FedEx representative will call the phone number you provided within a few days to organise the pickup of your return package. You will be asked to suggest a specific date and time for the pickup. Please ensure that your package is ready for collection at the agreed time. This service ensures that your return process is smooth and hassle-free, without the need for self-postage. Further instructions in the case you are not contacted by the FedEx agent will be described in the return confirmation email.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The shipping costs from your original order are not included in the refund amount.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to
complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return". - Our team will review your request and, once approved, you will receive an email confirmation containing a link to organise the return shipment through GLS.
- After finalising the details, a return label will be generated and sent to you via email.
- Print out and attach the return label onto the parcel, making sure to remove or cover any other existing shipping labels.
- If you chose to drop-off the parcel, take it to the chosen GLS ParcelShop. If you scheduled a pick-up, make sure the package is ready to be collected by the GLS courier at the agreed time and location.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €5 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to
complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return". - Our team will review your request and once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- A FedEx representative will call the phone number you provided within a few days to organise the pickup of your return package. You will be asked to suggest a specific date and time for the pickup. Please ensure that your package is ready for collection at the agreed time. This service ensures that your return process is smooth and hassle-free, without the need for self-postage. Further instructions in the case you are not contacted by the FedEx agent will be described in the return confirmation email.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to
complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return". - Our team will review your request and once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- A FedEx representative will call the phone number you provided within a few days to organise the pickup of your return package. You will be asked to suggest a specific date and time for the pickup. Please ensure that your package is ready for collection at the agreed time. This service ensures that your return process is smooth and hassle-free, without the need for self-postage. Further instructions in the case you are not contacted by the FedEx agent will be described in the return confirmation email.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to
complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return". - Our team will review your request and once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- A FedEx representative will call the phone number you provided within a few days to organise the pickup of your return package. You will be asked to suggest a specific date and time for the pickup. Please ensure that your package is ready for collection at the agreed time. This service ensures that your return process is smooth and hassle-free, without the need for self-postage. Further instructions in the case you are not contacted by the FedEx agent will be described in the return confirmation email.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and, once approved, you will receive an email confirmation containing the return label. Print out and attach this label onto the parcel, making sure to remove or cover any other existing shipping labels.
- Bring the parcel to your nearest GLS ParcelShop. Find your nearest drop-off location here.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The return shipping costs of €12 will be deducted from your refund.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and once approved, you will receive an email confirmation containing the return label, along with the necessary return documents for customs clearance. It is important that you print all of these documents.
- Place the customs documents and shipping label in a plastic bag, and securely attach it to the parcel. Ensure any old shipping labels are removed or covered.
- Arrange your parcel return with FedEx via this link.
- If you chose to drop-off the parcel, take it to the chosen FedEx drop-off location. If you scheduled a pick-up, make sure the package is ready to be collected by the FedEx courier at the agreed time and location.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The shipping costs from your original order are not included in the refund amount.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and once approved, you will receive an email confirmation containing the return label, along with the necessary return documents for customs clearance. It is important that you print all of these documents.
- Place the customs documents and shipping label in a plastic bag, and securely attach it to the parcel. Ensure any old shipping labels are removed or covered.
- Arrange your parcel return with FedEx via this link.
- If you chose to drop-off the parcel, take it to the chosen FedEx drop-off location. If you scheduled a pick-up, make sure the package is ready to be collected by the FedEx courier at the agreed time and location.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The shipping costs from your original order are not included in the refund amount.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and once approved, you will receive an email confirmation containing the return label, along with the necessary return documents for customs clearance. It is important that you print all of these documents.
- Place the customs documents and shipping label in a plastic bag, and securely attach it to the parcel. Ensure any old shipping labels are removed or covered.
- Locate a nearby FedEx drop-off location by clicking here. Please bring your parcel to the chosen location during its operating hours.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The shipping costs from your original order are not included in the refund amount.
RETURN PROCESS
- Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- Log in to your account using the email address associated with your order. You will receive a one-time code in your inbox to complete the sign-in process. Once signed in, find the order you wish to return and click on "Request Return".
- Our team will review your request and once approved, you will receive an email confirmation containing the return label, along with the necessary return documents for customs clearance. It is important that you print all of these documents.
- Place the customs documents and shipping label in a plastic bag, and securely attach it to the parcel. Ensure any old shipping labels are removed or covered.
- A FedEx representative will call the phone number you provided within a few days to organise the pickup of your return package. You will be asked to suggest a specific date and time for the pickup. Please ensure that your package is ready for collection at the agreed time. This service ensures that your return process is smooth and hassle-free, without the need for self-postage. Further instructions in the case you are not contacted by the FedEx agent will be described in the return confirmation email.
Please be advised that all returns must be processed using the prepaid return label provided by POEVE. Returns sent using self-postage will not be accepted and may be returned to the sender at their expense.
RETURN COSTS
The shipping costs from your original order are not included in the refund amount.
Once we receive and verify your returned item(s), we’ll issue a refund to your original payment method*. You’ll receive a confirmation email when your refund is processed. Please allow up to 6 business days for the refund to appear, depending on your bank’s processing times.
The following return shipping costs will be deducted from your refund:
- Italy: €5
- EU: €12
- Switzerland: Free
- UK: Free
- US: Free
- Rest of the World: Free
Note: Shipping costs from your original order are non-refundable.
We aim to process refunds within 5 business days of receiving your return.
*Terms and conditions may apply.
We do not currently offer direct product exchanges. If you need a different size, colour, or style, please return your original purchase and place a new order for the desired item. If you wish to re-order an item purchased during sales in a different size, we will respect the original price of the item. For this, get in touch with our customer care team: customercare@poeve.it
On our website, you can pay via PayPal or credit/debit card using ShopPay, which accepts VISA, Mastercard, Maestro, American Express, Bancontact, iDeal, Google Pay, and ShopPay.
For more details, please contact customercare@poeve.it
Our shoes follow European sizing. To measure your foot, place it on a sheet of paper, trace around it with a pen, and measure the length from your heel to your longest toe. Use our size guide below to find your perfect fit:
Woman
| EU | UK | US | FR | Length |
|---|---|---|---|---|
| 35 | 2 | 5 | 36 | 22.4 |
| 36 | 3 | 6 | 37 | 23 |
| 37 | 4 | 7 | 38 | 23.8 |
| 38 | 5 | 8 | 39 | 24.3 |
| 39 | 6 | 9 | 40 | 25 |
| 40 | 7 | 10 | 41 | 25.8 |
| 41 | 8 | 11 | 42 | 26.2 |
| 42 | 9 | 12 | 43 | 27 |
Man
| EU | UK | US | Length |
|---|---|---|---|
| 43 | 9 | 9.5 | 28.6 |
| 44 | 10 | 10.5 | 29.4 |
| 45 | 11 | 11.5 | 30.2 |
| 46 | 12 | 12.5 | 31.1 |
Please note that the fit of each model varies based on the style of the shoe. We invite you to consult the product page of the shoe you are interested for more information about the fit or reach out to our customer service by emailing customercare@poeve.it with any questions about the fit of a particular model.
Every pair of POEVE shoes is handmade in Italy using premium materials. Since leather is a natural material, slight variations in grain, color, or small imperfections are normal and add to its uniqueness. Delicate fabrics like satin or velvet may show subtle puckering or wrinkles due to the production process. To maintain the color and quality of your shoes, we recommend the following care tips:
- - Store your shoes away from direct sunlight and in a POEVE dust bag.
- - Treat with a suitable protective spray before the first wear.
- - Use a dry cloth or towel to gently remove excess moisture.
- - For sole or heel repairs, visit your local cobbler.
Material-specific care instructions:
- Brushed leather: Wipe with a soft cloth, apply a neutral or colour-matched nourishing cream, and buff with a brush to restore its polished finish.
- Nappa leather: Clean soft and calfskin leather with a soft cloth and neutral shoe polish to maintain its finish.
- Suede: Gently brush in the direction of the grain with a rubber or soft bristle brush to remove dust and light stains.
- Patent leather: Avoid contact with dark or heavily printed materials, as patent leather can easily absorb inks or pigments. Keep away from alcohol and solvents to prevent damage.
- Snakeskin effect leather: The lifted scales mimic the natural texture of real snake skin, revealing the underside of the leather. This is normal and not a defect.
- Satin: Use a fabric-safe spray before wear for protection. Lightly dab with a soft, dry cloth to clean, avoiding excessive moisture or rubbing that could damage the fabric.
- Pony (hairy leather): Brush gently with a soft bristle brush to remove dirt or dust, always brushing in the direction of the hair. Avoid prolonged exposure to moisture, as it may cause the hair to mat or shed.
To log in to your account, simply enter your email address in the designated email field. You will then receive a one-time code sent to your email. Enter this code in the provided field to complete the login process.
Once logged in, you'll be able to see your order history, edit your details, or request a return.
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