FAQs

HOW DO I MAKE A PURCHASE?

Shopping on our site is quick and easy:
1. browse the catalogue and click on the product you are interested in
2. on the product detail page select your preferred size and colour
3. click on "Add to Shopping Bag"
4. a summary window will open, click on "View Shopping Bag and Proceed to Purchase"
5. enter your shipping address and payment details
Remember that you can remove the product from the shopping cart by clicking on "REMOVE".
If you need further assistance, please contact our customer care.

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. Through your account you can:
- Save your favourite products in the wishlist to easily find and buy them later.
- Track your orders in real time, track your shipment and easily request a return.
- Keep track of the points accumulated from your purchases and check your balance.
- Saving your addresses for faster shopping.
- Receive the latest news and access exclusive content and events
- Manage your personal details, order history and contact preferences, and make an appointment in-store.

CAN I BOOK AN APPOINTMENT AT A BOUTIQUE?

If you already have a Slowear account, you can make an appointment at a boutique by clicking on the Shop By Appointment form, which you can also find in every store page. We will exclusively reserve for you, at the time indicated by you, one of our sales assistants and a fitting room.

HOW DO I RESET MY ACCOUNT PASSWORD?

If you have forgotten your password, you can change it by clicking here or in "My Account".
For security reasons, we cannot send your password by email.

I CANNOT ACCESS MY ACCOUNT.

Check that the details you're entering match the ones you used when registering. If your account is blocked, please contact customer care through contact us section 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 using the form in the footer of the site.

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.

HOW CAN I CHECK THE STATUS OF MY ORDER?

You can check your order by clicking on the link which can be also found on the footer to check the progress. Registered users will also find all 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?

Once the order has been confirmed, you will no longer be able to change its content, but only request its cancellation.
Furthermore, once the shipment has been dispatched, it will no longer be
possible to request its cancellation.

HOW LONG DOES IT TAKE TO FULFIL AN ORDER?

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 email address in order to be notified when the size is available to buy again.

WHAT PAYMENT METHODS DOES SLOWEAR.COM ACCEPT?

Slowear.com provides many different and perfectly secure payment methods:

- VISA
- Mastercard
- American Express
- Paypal
- Apple Pay
- JCB
- Klarna

*Please note that some payment methods may vary from country to country.

As Global-e is our e-commerce partner, the transaction charge for orders placed with us will appear as follows:
**Global-e//Slowear**.

 

CAN I REPLACE A PRODUCT WITH ANOTHER ONE?

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 provide a refund. If you need help, please contact our customer care.

CAN I RETURN A PRODUCT BOUGHT IN A STORE?

We can only accept returns of products bought in 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 SHIPMENT IS?

As soon as your order is entrusted to the courier, you'll receive an email 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
email;
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.

HOW LONG DO I HAVE TO RETURN A PRODUCT?

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

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

If you are not happy with your order, you may return it no later than 30 days after delivery (days are calculated on the basis of proof of delivery). You can make your request via the return form. You will then receive a confirmation email authorising 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 and follow the instructions. For more information, click here.

HOW DO I SEND 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 where the order was delivered will not be accepted. 

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 WILL I RECEIVE A REFUND FOR MY
RETURN?

The refund will be made within 5 days of receipt and acceptance of the return. The refund time varies depending on the payment method you use.

In the event of a credit card refund, the value date of the re-credit is the same as that of the debit, so there will be no loss in terms of bank interest.

CAN I RETURN MY ONLINE PURCHASE TO THE STORE?

On Slowear.com, you always have the option to change your mind and return your purchase in-store. Please note that you will need to place your return request via the following link.

Pack the products in the original order box without sealing the package. Make sure that the returned products are in their original condition, including all labels and packaging, and bring this package to the chosen store together with the delivery note and return label, both included in the original package.

Go to one of our national points of sale within 30 working days of receiving the delivery. The refund will be issued within and no later than 14 days from the date of receipt and acceptance of the
return, and will always be made using the same payment method chosen when the order was placed. The point of sale is not obliged to return the amount of your return in cash.

CAN I REPLACE A PRODUCT PURCHASED ONLINE IN THE STORE?

At the moment, it is not possible to replace a product purchased on Slowear.com in one of our stores.

CAN I BE REFUNDED BY THE STORE FOR AN ONLINE PURCHASE?

When you return a product purchased online to a Slowear store, you will not be refunded at the same time.

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 DO I JOIN THE SLOWEAR CLUB?

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

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

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

WHO CAN JOIN THE SLOWEAR CLUB?

The Slowear Club is intended for all our adult customers.

IS THERE A FEE FOR SLOWEAR CLUB MEMBERSHIP? WHAT OBLIGATIONS DO I HAVE IF I SIGN UP?

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 CAN'T COMPLETE MY SLOWEAR CLUB MEMBERSHIP VIA THE WEBSITE, HOW DO 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 DO 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 go to the "Privacy Settings" section and deny consent under "Slowear Club". Withdrawal from the programme will not entail any obligation or cost.

HOW ARE SLOWEAR POINTS CONVERTED TO 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 it is possible to convert 100% of the accumulated Slowear Points into Discount Vouchers only for subsequent in-store shopping. 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 Regulations.

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

In the event of an online return, 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 BOUGHT ONLINE USING MY SLOWEAR POINTS BUT DECIDED TO RETURN THE GOODS, HOW DO I GET A REFUND?

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 bag value).

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

By registering, with no obligation to purchase, you will benefit from free tailoring services for trousers purchased in store and you will be able to book an in-store appointment, during which one of our Sales Assistants will attend 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 trouser 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 OBTAIN A STATUS UPGRADE 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, or ¥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 our rules, accrued points will be valid until 31 December 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 receive regular updates on the balance of your available points by email. In order to stay up-to-date, you can create a profile on slowear.com with the same email as you used when
registering in store, and join the Slowear Club programme, where all your status information and associated services will be displayed.

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

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