Faq

HOW CAN I MAKE A PURCHASE?

Making a purchase on Slowear.com is easy:
If you already know what you're looking for, you can use READY TO WEAR, FOOTWEAR, ACCESSORIES, LIFESTYLE and BEAUTY. You can also make purchases by browsing the EDITORIAL and BRANDS section.
Once you've found the product, select the size and click on ADD TO CART.
You can check the products in the cart by using the SHOPPING BAG link located at the top right.
You can remove the product from the cart by clicking on "REMOVE".
Click on "PROCEED TO PAYMENT" to complete the order.

DO I HAVE TO BE REGISTERED TO PLACE AN ORDER?

You don't have to be registered to complete an order. However, we recommend creating a personal account to access exclusive areas and services. With your Account you can:

• Save your favourite products on the wishlist so as to easily find them and buy them later
• Track your orders in real time, check shipping and easily request a return
• Save your addresses for faster purchasing
• Receive the latest news and access exclusive content and events
• Manage your personal details, order history and contact preferences, and make an appointment instore
• Make an appointment at our Boutiques

WHAT ARE THE ADVANTAGES FOR REGISTERED CUSTOMERS?

Through "My Account" you have the opportunity to:

• Save your favourite products on the wishlist so as to easily find them and buy them later
• Track your orders in real time, check shipping and easily request a return
• Save your addresses for faster purchasing
• Receive the latest news and access exclusive content and events
• Manage your personal details, order history and contact preferences, and make an appointment instore.

HOW DO I RESET MY ACCOUNT PASSWORD?

If you've forgotten your password, you can change it by clicking here or in the "My Account" section. For security reasons we cannot send your password by e-mail.

WHAT PAYMENT METHODS DOES SLOWEAR.COM ACCEPT?

You can pay with credit and debit cards.
We accept VISA, MASTERCARD, AMERICAN EXPRESS and MAESTRO.
Payments are also accepted through Postepay and prepaid cards operating on the Visa Electron circuit.
Further, we also accept Apple Pay, the new payment system for Apple devices by using TouchID or FaceID technology.
All transactions are handled by Adyen, a leading institution in the banking transactions sector for e-commerce sites. Once the order is confirmed, select the credit card option and you'll be redirected to Adyen's secure site.

You can also pay via PayPal by clicking directly on the button displayed at Checkout. When you select this method you'll be directed to the PayPal page, where you can pay for the order using your account. The details relating to your account and credit card will be managed directly by PayPal.

IS IT SAFE BUYING PRODUCTS ONLINE THROUGH SLOWEAR.COM?

Online transactions are transmitted via a secure server with SSL (Secure Sockets Layer) encryption technology.

I CAN'T ACCESS MY PAGE.

Check that the details you're entering match the ones you used when registering. If your account is blocked, contact customer care to request activation.

I'VE FORGOTTEN MY PASSWORD.

Click here to reset your password.

HOW DO I SIGN UP FOR THE NEWSLETTER?

You can register for our Newsletter by using the form at the bottom right of the homepage.

HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?

You can unsubscribe from the Newsletter by clicking on the "Unsubscribe" link at the bottom of the Newsletter you've received or, if you have an account, by changing your preferences in the information section on your page.

INFORMATION ABOUT TAXES APPLIED

Taxes are applied according to the regulations in force in the shipped products' country of destination.

HOW CAN I CHECK THE STATUS OF MY ORDER?

You can check your order by clicking on "Orders and Returns" on the footer to find out its status. Registered users will find also all the order information in "My Account".

HOW CAN I REQUEST INFORMATION ON A PRODUCT THAT IS NO LONGER AVAILABLE?

You can contact our customer care for more information on availability online or in one of our Boutiques.

CAN I CHANGE OR CANCEL AN ORDER I'VE ALREADY PLACED?

You can change an order you've already placed until its status is "pending". Once processing has begun you won't be able to change the content, but only request cancellation. Once the order has been shipped, it cannot be cancelled.

WHAT ARE THE ORDER PROCESSING TIMES?

Orders will be processed within 48 hours from when they are received. We remind you that Slowear.com does not ship at weekends or on official holidays.

A PRODUCT IS NOT AVAILABLE IN THE SIZE I WANT.

If you click on the size on the product page, you have the option to enter your e-mail address in order to be notified when the size is available to buy again.

WHAT PAYMENT METHODS DOES SLOWEAR.COM ACCEPT?

You can pay with credit and debit cards.
We accept VISA, MASTERCARD, AMERICAN EXPRESS, JCB and MAESTRO.
Payments are also accepted through Postepay and prepaid cards operating on the Visa Electron circuit.
Further, we also accept Apple Pay, the new payment system for Apple devices by using TouchID or FaceID technology.
All transactions are handled by Adyen, a leading institution in the banking transactions sector for e-commerce sites. Once the order is confirmed, select the credit card option and you'll be redirected to Adyen's secure site.

You can also pay via PayPal by clicking directly on the button displayed at Checkout. When you select this method you'll be directed to the PayPal page, where you can pay for the order using your account. The details relating to your account and credit card will be managed directly by PayPal.

HOW DOES PAYMENT WITH PAYPAL WORK?

PayPal is another absolutely secure method for online payment that lets you pay for your order by directly accessing your PayPal account. The details relating to your account and credit card will be managed directly by Paypal, which will simply provide us with a message via e-mail once the payment has been made.

WHEN IS MY CARD OR PAYPAL ACCOUNT CHARGED?

The charge is made on the day your order is shipped. You will receive a shipping confirmation e-mail with the shipping number and confirmation of the charge. The transaction will be under the name "Diana Corp", the company that manages our site.

CAN I PAY BY BANK TRANSFER?

We cannot accept payments by bank transfer: you can choose to pay by credit card, via PayPal.

IS IT POSSIBLE TO SAVE MY CREDIT CARD DETAILS FOR FUTURE PURCHASES?

Yes, you can save your credit card details to speed up your future purchases. At checkout, select the "Save for next payment" flag in the "Credit Card" section.
You will find all the cards saved in your Slowear.com account, under the heading "My Cards".

CAN I PAY IN INSTALLMENTS?

If you choose the KLARNA payment method at Checkout, you can pay for your order in instalments. The first payment is debited upon confirmation of the order. Instalment rates may vary from country to country. You will be notified before each payment.

CAN I EXCHANGE A PRODUCT WITH ANOTHER?

It is not currently possible to exchange a product with another one, or the same product in a different size or colour. So if you are not satisfied with your order, you can simply return it and we will give you a refund. If you need help, you can contact our customer care.

CAN I RETURN A PRODUCT PURCHASED INSTORE OR VICE VERSA?

We can only accept returns of products purchased from the online store. If you bought a product from a store, we recommend contacting the store. You can find contact details here.

HOW CAN I FIND OUT WHERE MY DELIVERY IS?

As soon as your order is entrusted to the courier, you'll receive an e-mail confirming it has been shipped and containing the related tracking number, which you can use to track its status directly on the courier's website and find out when delivery is expected.

If you are registered you can follow your order, right from the preparation phase, directly from your account on the site, simply by accessing it.

I HAVEN'T RECEIVED MY ORDER YET – WHAT CAN I DO?

If the order has not been delivered within the times indicated, we suggest you:

• Check the status of the order: for registered users, by accessing your Page, or on the DHL website, with the shipping number found in the shipping confirmation e-mail;
• Check that the shipping address indicated is correct;
• If you've found a missed delivery note left by DHL, you can contact them by phone to arrange another delivery attempt;

If you have any further questions, please contact us.

WHICH COUNTRIES DO YOU DELIVER TO?

We deliver to 82 different countries. We'd like to remind you that each country has specific delivery methods and timings.
We only deliver to the country of the site you're visiting. For delivery to other countries, you have to log in to the store in the country where you want your order delivered.
If you need assistance, please contact us.

HOW LONG DO I HAVE TO RETURN A PRODUCT?

You can return a product within 30 days of receiving it.

CAN I RETURN A PRODUCT IF I'M NOT SATISFIED?

If you are not satisfied with your order, you can make the return within 30 days of delivery (days are calculated based on the proof of delivery). You can make the request through the return form. You will then receive a confirmation e-mail authorizing the return.
The products must be returned intact (not used or damaged), in the original box, with the appropriate identification tag included inside the box.

HOW DO I MAKE THE RETURN?

Complete the return form; if you placed the order as a registered customer, you can access the return form directly from the order history in your account.
Your request will be sent to Customer Care, who will authorize it and send you a confirmation e-mail with a return identification number, after which you can send back the product you want to return.

HOW DO I SHIP MY RETURN?

The products must be returned in a single delivery, intact and in their original packaging. Returns of products from the same order and shipped at different times, or from a different country from the one the order was delivered to, will not be accepted.

HOW MUCH IS THE RETURN SHIPPING?

For details on return shipping costs click here

CAN I SEND MY RETURN WITH A CARRIER OF MY CHOICE?

Of course, you can send the return with a carrier other than the recommended one (DHL). You will be responsible for the delivery.
Returned products must be sent to the following address:
Mas Logistics srl
Via Bianche 33
36010 Carrè, Vicenza, Italy

WHEN DO I GET REFUNDED FOR A RETURN?

The refund will be made no later than 14 days from the date the return is received and accepted.
The refund time varies depending on the payment method you use. The credit will be in the name of "Diana Corp", the company that manages our site.
In the case of a refund to a credit card, the value date of the re-credit is the same as for the debit, so there will be no loss in terms of bank interest.

CAN I RETURN A PRODUCT PURCHASED INSTORE OR VICE VERSA?

We can only accept returns of products purchased from the online store. If you bought a product from a store, we recommend contacting the store. You can find all the information about our Boutiques here.

CAN I RETURN TWO DIFFERENT ORDERS IN A SINGLE RETURN DELIVERY?

No, it is not possible to return two different orders in a single return delivery. Each order received must correspond to a return authorisation request.

WHAT IS THE SLOWEAR CLUB?

The Slowear Club is an exclusive Slowear community for our customers, which enables them to benefit from an increasing number of advantages and exclusive services.

HOW CAN I JOIN THE SLOWEAR CLUB?

You can register for the programme in the store or on the slowear.com website, in the "Register" section.

I AM ALREADY REGISTERED ON THE SLOWEAR WEBSITE, HOW CAN I REGISTER FOR THE SLOWEAR CLUB PROGRAMME?

Access your Restricted Area and in the "Privacy Settings", you can express your consent and join the Slowear Club programme.

WHO CAN PARTICIPATE IN THE SLOWEAR CLUB?

The Slowear Club is intended for all our adult customers.

DO I HAVE TO PAY TO JOIN THE SLOWEAR CLUB? WHAT OBLIGATIONS DO I HAVE IF I REGISTER?

Membership in our Slowear Club community is completely free. By simply registering you will become a Club Member with 'Citizen' status and you may accumulate points with every purchase. There are no purchase or payment obligations.

I CANNOT COMPLETE THE REGISTRATION TO SLOWEAR CLUB ON THE WEBSITE, HOW CAN I PROCEED?

If you encounter any problems when registering for Slowear Club through our website slowear.com, please contact us by email at support@slowear.com.

HOW CAN I UNSUBSCRIBE FROM THE SLOWEAR CLUB PROGRAMME?

You can unsubscribe at any time by sending an email to support@slowear.com or, if you have an account on our site, simply access the "Privacy Settings" section and negate your consent under the "Slowear Club" section. Withdrawal from the programme will not entail any obligation or cost.

HOW ARE SLOWEAR POINTS CONVERTED TO DISCOUNT VOUCHERS?

Accrued Slowear Points are converted into Discount Coupons as follows:

10 Slowear Points = €1
10 Slowear Points = $1
10 Slowear Points = £1
10 Slowear Points = 100 yen

Please note that a Member's entire amount of accrued Slowear Points can be redeemed as Discount Vouchers only for subsequent in-Store purchases. When purchasing products online, however, a Member can redeem a Discount Voucher for Slowear Points worth up to a maximum of 50% of the Product order amount. For more information, please consult the Programme Rules.

IF I MAKE AN EXCHANGE IN A STORE OR A RETURN ONLINE, WILL THE POINTS I HAVE ACQUIRED BE DEDUCTED?

If you return online, your points balance previously accrued before the cancelled transaction will be restored. In the event of an exchange at one of our stores: i) If the product is replaced with one of equal value, your points balance remains unchanged. ii) If the product is replaced with one of higher value, you will be credited with the points relating to the difference between the value of the returned product and the value of the replacement product. iii) If the product is replaced with one of lower value, your points balance remains unchanged; you will be given a voucher equal to the difference between the replacement product and the returned product to be used for your next in-store purchase.

I MADE AN IN-STORE PURCHASE USING MY SLOWEAR POINTS BUT I DECIDED TO RETURN THE GOODS, HOW WILL I BE REFUNDED?

If you made an in-store purchase using your Slowear Points and you later decide to return the purchased items, you will be given a return voucher equal to the actual value of the goods purchased.

I PURCHASED ONLINE USING MY SLOWEAR POINTS BUT I DECIDED TO RETURN THE GOODS, HOW WILL I BE REFUNDED?

If you have made an online purchase on our slowear.com site using your Slowear Points and you later decide to return the purchased items, you will be refunded the full value of the completed transaction (shopping cart value).

WHAT SERVICES ARE AVAILABLE TO ME IF I JOIN THE SLOWEAR CLUB?

By simply registering, with no obligation to purchase, you will benefit from free tailoring services for trousers purchased in the store, and you may also book an in-store appointment for which we will reserve one of our sales assistants dedicated to your purchases. The more points you accumulate, the more exclusive services will be reserved for you. To discover all the services, you can view the programme details at the following link.

ARE THE SERVICES OFFERED BY SLOWEAR CLUB VALID BOTH ONLINE AND OFFLINE?

All the services offered by Slowear Club active in our stores, with the exception of tailoring and personal shopper, are also active online, on slowear.com. If you purchase online, you can still take advantage of the trousers length tailoring service for free with the in-store pick-up service.

HOW DO I EARN POINTS?

By purchasing in one of our official stores and online at the website slowear.com.

HOW CAN I GET STATUS UPGRADES IN THE PROGRAMME?

All you need to do is collect points, through your in-store and online purchases on the slowear.com website. For each €1, $1, £1, ¥100 you spend you will earn 1 point. For more information, please consult the Programme Rules at the following link.

HOW LONG WILL MY POINTS BE VALID FOR?

As stated in the Programme Rules, accumulated points will be valid until December 31st, 2026. For further details, please consult the Programme Rules at the following link.

HOW CAN I FIND OUT HOW MANY POINTS I HAVE?

You will get regular updates on the balance of your available points by email. To be constantly updated, you can create a profile on slowear.com with the same email address indicated when registering in the store, by joining the Slowear Club programme, where all the information about your status and the services associated with it will be reported.

WHEN AND HOW WILL I BE INFORMED OF THE POINTS EXPIRATION?

You can check the expiry date of your points in the 'Account' section of our website. We will also notify you by email when the expiry date approaches.