Client service

Welcome to Frankie Morello Milan Customer Service area.
In this section you can find answers to any questions about the sales conditions and our services.

To request information on online orders you can contact our Customer Service, our team is always at your disposal.
Thank you
Frankie Morello Milan 

How to place your order

To shop on www.Frankiemorello.com you do not need to be registered. However, we encourage you to create an
account to have access to exclusive areas and services dedicated to our customers

Search articles 

To consult our catalogue, select a category from the navigation menu or check out our product selections form the
homepage. To make your search more accurate, use filters or the site’s internal search.
Product information 
For each product card you will find all the sizes and colour combinations currently available, as well the description
and composition of the article. Click on the product image to enlarge and view the details.
How to purchase 
to purchase a product on www.Frankiemorello.com:
1. From the product card, select colour and size of the article 
2. Add the product to the shopping cart
3. After the shopping session, click for the checkout
4. Select the payment methods
5. Enter the shipping details and in the next screen the payment details
6. Check if all the information entered is correct and click on carry out order.
Within a few minutes you will receive a confirmation e-mail with all the purchase order details. From now on our
logistic will take care of everything and as soon as the order will be shipped, you will receive another confirmation e-
mail.

Shipments

Italy: Express shipments
Free delivery for orders over 250€ within 6:00 pm of all working days

European Union: Express shipments
Free delivery for orders over 250€ within 6:00pm of all working days
Deliveries are made during the office hours from Monday to Friday, except on holidays.

On Saturday from 9:00 to 6:00 pm with an extra shipping cost (if foreseen in that area). The courier will send an SMS
to the client about the estimated delivery date.
The client can access to On Demand Delivery through computer or smartphone and can personalize the reception of
its own purchase, for instance can modify the delivery date within 7 actual days.
Both Courier and DHL Branch will receive the requested change.
The delivery will be done within the scheduled timing in order to ensure the maximum satisfaction 

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What to do if you are away for business or on vacation:

It’s possible to request the shipping custody up to 30 days. In case you are on vacation or on business trip and it’s
not possible for you to accept the delivery, you can put the delivery on hold up to 30 days. Therefore, accessing to
On Demand Delivery of DHL you can personalize the delivery of your own purchase order.

Where is my order?

You can check the status of your order by tracking the shipment at any time. Copy the purchase order that you have
received on the confirmation e-mail or by SMS and enter it on DHL page “’ Track the shipment’’. If you are a
registered User, you will find all the information about the order also inside your My account (MyDHL+).

Can I choose the day of delivery?

The client can access to On Demand Delivery of DHL through computer or smartphone and can personalize the
delivery of its own purchase order, for instance the client can change the delivery date within 7 actual days.

Can I pick up my order over DHL Branch?

It’s possible to indicate the delivery address of the nearest DHL branch so to pick up personally the parcel at your
convenience.

Can I change the delivery address?

It’s possible to change the delivery address with another one that is more suitable for you. 

Can I ask to deliver the parcel to a neighbor?

In case of absence, the courier is authorized to leave the parcel over the neighbor, keeper or to a guardian only if it’s
specified by you.

Can I ask to drop the parcel at the front door?

The clients can authorize DHL, in case of absence, to leave the shipment at the front door (or another location
specified) without the need for signature.

I haven’t received my order yet. What should I do?

If the order has not been delivered within the schedule, we suggest to:

check the order status by registered User access to MyDHL area by entering the shipping number shown in the
confirmation e-mail or via SMS
check if the shipping address is correct
in case of non-delivery notice, contact DHL to this number 199.199.345 valid only for calls from Italy, for all other
Customers, for those who prefer other contact channels and contacts from abroad, a fax is available +39 02
82458107 and a chat service.

Payments

www.Frankiemorello.com accepts the following payment methods:
Credit card: Visa, MasterCard, American Express, Visa Electron, rechargeable Credit Cards, enabled Maestro ATM. 
The amount will be charged on the card at the time of the shipment. 
On www.Frankiemorello.com it’s available the Fast Purchase Services which allows to save the credit card
information an avoid entering them again for future purchase orders (valid only for registered Users). 

PayPal:  To buy comfortably online, without the need to digit the credit card information. 
The charge on the account will be done only when the order is completed. To register a new account on PayPal, visit
the site  paypal.com.

Bank transfer
If you choose the payment through bank transfer, after the order is completed, you will receive a confirmation e-mail
that contains the bank details of www.Frankiemorello.com, afterwards the goods will be put on hold while waiting to
receive the payment on the account.
We ask the Client to send copy of the payment by e-mail within 48 hours from the receipt of the order confirmation.
If within this period www.Frankiemorello.com will not receive copy of payment, the order will be canceled.
The order will be shipped only at receipt of payment on our bank account . 

Tax and Receipt:

It’s possible to buy on www.Frankiemorello.com only for final consumers. Our prices include Tax.
For each order, www.Frankiemorello.com will issue the receipt; the document will be sent attached to the e-mail
confirming the shipment. Please note: once the order is confirmed, it’s absolutely not possible to modify the
information you have entered, neither issue a new sale document.

Secure Payments

Each purchase order on www.Frankiemorello.com is made in the maximum safety thanks to the use of certified
servers Trustwave and Geotrust and the adoption of the most advanced codification system (SSL). We only use
protected connections, as shown by the prefix "https" and the lock symbol that appears in the toolbar address
browser.
To protect your purchase orders with the credit card, for each order we will ask to enter the CVV code. Our Payment
department will make the necessary verification against fraud before approving the transaction, for your protection,
our office could contact you for additional details before confirming the order.

Return Policy

If you are not satisfied of your order on www.Frankiemorello.com, you can return it within 14 days of the delivery
date. The parcel must be sent back to our logistic within 14 days of submitting the request for the return.

Our online team, with the support of the Quality Department, will evaluate the condition of the article before
accepting the return.
How to make the return
1. Make sure that the product you want to return is in the same condition that you have received it, not worn,
with all its elements (box, accessories, labels, brochure, etc.), with the swing tags attached as per the
original packaging. 
2. To get the return number effect the login of your own account, access to the orders’ log and select the
items to return or to return partially, the return number will be communicated by e-mail.
3. Select the products/product to return and enter the authorization number of the return on the client invoice
that was sent along with the order.
4. The items to return should be packed using the original packaging.
5. Be careful when applying the label, it should cover the previous one (it’s referred to the first delivery).
6. It’s possible to book the return by phone: DHL number 199.199.345 (valid for Italy only), provided of the
account number available on the return label.
7. At the time of collection you should give the second label to DHL courier. The box must stay open in order
for the courier to check the content referring to the invoice. When the verification is done, make sure to seal
the parcel accurately.
You can ship the return only from the country where you have done the order.
If the return does not satisfy the above listed conditions, the parcel will be sent back and the reimbursement will not
be done.
For additional information concerning the right of withdrawal conditions, consult the Legal Area.

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Where is my return?
You can check the status of your return and track the shipment at any time. Copy the Number that you have received
by e-mail and enter it on DHL page‘’ Track the shipment’’. If you are a registered User, you will find all the information
on the order and also inside of your account My Account (MyDHL+). 

After Sales Assistance

Eventual After Sales Assistance can be sent to customercare@frankiemorello.com .
We will reply within 5 (five) days of the working days.