Frequently Asked Questions (FAQ)
CafèNoir is always at your disposal to solve any doubts, but before you get in touch with us, see if the answer to your question can be found in the following:
When will my order arrive?
We usually ship goods from our headquarters in San Miniato either the day on which we receive the order or the next day. Once the goods are shipped, you will receive them from our express GLS courier in 48-72 hours throughout Italy. We use DHL service for shipments abroad.
How can I know if my package has been shipped?
The status of your order will be changed and you will be given a tracking number visible from your account when we ship your goods. We will also send you a summary email including the tracking number.
How is it possible to apply these prices?
The quality-price ratio has always been the CafèNoir brand's strength. The prices shown are those officially indicated by the company, which should be applied by all of our official retailers. Remember that any promotions will always be communicated transparently and that shipping and possible custom costs are not included in the price of the item. Click here to find out the costs of shipping to various areas.
Do you accept cash on delivery?
No. We accept Paypal and Credit Card.
What courier do you use?
In Italy we use GLS. We use DHL abroad.
I made two separate orders, can you sent them together?
Sure, if the time available permits, and if the order has not already left. Send your request as soon as possible to firstname.lastname@example.org including the order numbers to be combined.
How come I can't trace my orders with the code you sent me?
The tracking number is assigned and sent to the customer when the parcel is delivered to the carrier. It will be seen on the website as soon as it is passed over to one of the branches of the courier used. Don't worry. If you have the tracking number, your order has already left!
How does the right to cancel work?
The right to cancel is regulated by Italian laws in force. We have a page dedicated to instructions on how to correctly cancel your order
How can I make a return?
1) ACCESS YOUR RESERVED AREA
Click on Enter, (an icon with the same name at the top right of the www.cafenoir.it page), enter your details and select the item Make a return. Select the order and the articles contained in the order that you want to return, also indicate the reason for returning the item. You are given an empty space to inform us of any notes.
If you need to make a return from a foreign country, you will be contacted by our customer care to receive the right instruction. You can pay by yourself the return by postal service of your country. We kindly recommend to ask a tracking number when you sent back tha pack, so you can monitoring its shipping.
2) PREPARING THE PARCEL AND PACKING THE ARTICLES
Print the return label that we will send you by email. Glue the return label to the outside of the package, covering the previous label.
Enter the packaged product, taking care not to remove any of the tags, close the package and make sure it is properly sealed.
3) OBTAIN A REIMBURSEMENT
We will reimburse you for the articles returned after we have received and verified the articles.
If you have paid by Credit Card, we will reimburse you within 30 days from when you send us the package.
You will receive an email confirming receipt of the package and reimbursement.
The full amount of the articles returned will be automatically credited to the account corresponding to the card used.
The time needed to credit your account could vary from one bank to another.
If you have paid using PayPal, you will be reimbursed within 10 days from when you have sent us the package. You will receive an email confirming receipt of the package and reimbursement.
The amount of the articles returned will be accredited to the PayPal used for making the purchase.
How do I know what size of clothing to purchase?
With our size guide, we make it easy to find the best clothing and shoes. We want you to find the most realistic fit. There is a size table found in the product description for each article found in the clothing section. If you have doubts on how to take measures, here is some advice:
Measured wearing only underwear and with your back straight.
Breast line (1): to correctly measure your breast circumference, with your back in the upright position, raise your arms and place the tape measure above the most protruding part of your breasts, lower your arms at your sides and you will have the correct measurement.
Under breast: Measure the circumference of your chest measuring your under breast area.
Waistline (2): measure the circumference of your waist under your ribs. Our measurements are calibrated with a measurement taken between 18 and 20 cm below the armholes.
Hips (3): measure the circumference of your sides at the end of your hips. Our measurements are calibrated with a measurement taken between 18 cm under the waistline.
Outer leg length (4): the length of the outer leg is the measurement that determines the length of your pants. For the right size, measure the length of your straight legs from the hips up to the sole of your feet. Consider that our items have different lengths (e.g. Capri pants, cropped trousers, etc.) and do not usually reach the sole of the feet.
Inner leg length (4): the length of the inner leg is the measurement that determines the length of your pants. Take correct measurements of the inner leg by measuring from the crotch up to the sole of your feet. Consider that our items have different lengths (e.g. Capri pants, cropped trousers, etc.) and do not usually reach the sole of the feet.
According to the garment, the images below show how to correctly place the measuring tape.
*Measures in our sizing guide are about body, not clothes
How do I know what size of shoes to purchase?
Each product description shows a measuring tape for your feet that shows the length of the sole in centimeters for each fit. The CafèNoir collection sizes are modeled on the measures shown below. Some models may have a slightly different fit depending on the morphology of the foot, but it is still possible to use them as a reference.
- We recommend that you get a piece of paper and a pencil.
- Place your foot on the piece of paper and mark the tip of your toes and heel.
- Do the same think with the other foot. Our feet rarely have the same size. Use your largest foot as reference.
- With a ruler measure the length from one point to the other in centimeters. The tables below translate the length of your foot into its size.
Le taglie delle collezioni CafèNoir sono modellate sulle misure sottostanti.
Alcuni modelli potrebbero avere una calzata leggermente diversa a seconda della morfologia del piede, ma è comunque possibile utilizzarle come riferimento.
- Ti consigliamo di prendere un foglio di carta e una matita
- Appoggia il piede sul foglio e segna punta e tallone
- Fai la stessa cosa con l’altro piede Raramente i piedi hanno la stessa misura. Prendi la misura del tuo piede più grande come riferimento
- Con un righello determina la lunghezza in cm da una punta all’altra. Le tabelle sottostanti traducono la lunghezza del piede nelle varie misure
|35||22,5 cm||8,8 "|
|36||23 cm||9 "|
|37||23,5 cm||9,25 "|
|38||24 cm||9,45 "|
|40||25 cm||9,85 "|
|41||26 cm||10,2 "|
|42||26,5 cm||10,4 "|
|39||25 cm||9,85 "|
|40||25,5 cm||10,3 "|
|41||26,5 cm||10,4 "|
|42||27 cm||10,6 "|
|43||27,5 cm||10,8 "|
|44||28 cm||11 "|
|45||29 cm||11,4 "|
How do you make deliveries? What if I am not home when the courier comes?
The times when the courier delivers are at the discretion of the area driver and how the driver prefers to organize the rounds. If you are not home, you will be left a paper notice and will be sent an email used to access the GLS IT system to book another delivery time. Storage is provided only if you do not provide new arrangements for delivery. In this case, you will be contacted by our Customer Service to help you in the request for a new delivery.
Do the prices on the website include VAT? Can you send me an invoice?
Yes. All prices listed on the website include VAT: You can request the invoice directly during check out by flagging the appropriate box and by filling in the VAT or Tax Code Number field if the purchaser is a natural person.
When will you send the invoice?
The invoice is sent by email in .pdf format on the day or the day after the shipping in compliance with current Italian legislation on "Sending of Invoices" electronically:
Ministerial Resolution 571134 dated 19/07/88 - (email);
Ministerial Resolution 450217 dated 30/07/90 - (computerized procedures);
Ministerial Resolution 107 dated 04/07/01 - (sending of invoices);
Ministerial Resolution 202/E dated 04/12/01 - (filing of invoices).
If you need to receive the invoice in paper format for whatever reason, you can use the contact form to make this request.
I have made an order and now the product is unavailable, do you have stock?
If you ordered the last piece available, it is obvious that it will not be available for any other orders and will be set as "unavailable".
I have not found an answer to my question, what now?
Contact us, we will respond in the shortest time possible. You can contact our customer care using the telephone number 0571 1540045 active from Monday to Friday from 09 to 13 and from 14.30 to 18, a contact form in the Contacts area of the website or, alternatively, you can write a private message on our Facebook page.