FAQ

How does Rossi & Rei work?

Rossi & Rei showcases products that are hand-crafted by our favorite Italian luxury artisans. Each order you place is custom made according to your personalized selections and is an integral part of our human-to-human luxury model. We have no warehouse of finished, standard products, so your custom piece is made by our artisans and shipped directly to you.

Do you have a size guide, since your products are from Italy?

We list our products in American sizes, and each product has its dedicated sizing table within the product page so that you can be assured of your best fit. 

What forms of payment do you accept?

We currently accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club. Payments on Apple Pay, AmazonPay and PayPal will be available soon.

Where do you ship?

We ship worldwide but don't offer free shipping everywhere (see below).

How soon will my order arrive?

Our artisans make each product to order and by hand from their workshops in Italy. As a result, the timing of shipping and arrival times vary and should ship approximately 3 weeks from your order date.

Can I change / cancel my order?

Our artisans begin start preparing your order the moment you place it, so we can't accommodate online order cancellations at this time. If your order contains an error or you need help, please send us an email at support@rossi-rei.com.

How much does shipping cost?

We currently offer free shipping to the United States (including Alaska and Hawaii), Canada and most European countries. Shipping to all other countries will incur a $35 flat shipping rate.

How can I check my order status?

We will send you an email confirmation when you place your order, and another email once your order has shipped with a tracking code. To check the status of your order at anytime, log into your account at rossi-rei.com

What is your return policy?

Our artisans put their best efforts in crafting products made just for you. Rossi & Rei is able to offer store credit for all items (except for handbags) returned within 7 days, for a total credit of the purchase price.  The items must be unused and in original conditions.

Returned merchandise must arrive to Rossi & Rei within 15 business days of the date you received it. Please allow 7 days for the transit time. Packages received at Rossi & Rei after 15 days will incur a $30 fee, which will be deducted from your merchandise store credit amount. 

Store credit does not expire and can be used on any Rossi & Rei product.

How do I make a return?

Email us at support@rossi-rei.com and we'll send you a return label to use for the return shipment. A flat rate of USD $15 will be deducted from your credit per item to cover return shipping, handling and restocking. All returns must be unused and in original condition. Your return must include the return label, and must arrive at Rossi & Rei within 15 business days of the date you received it. Please allow 7 days transit time. Packages received at Rossi & Rei after 15 days will incur a $30 fee, which will be charged at the time of your return or deducted from your store credit.  

When can I expect my store credit to become available?

It takes our customer service center 2-3 days to receive and process your credit. We will send an e-mail once the returned item(s) have been received and your credit has been processed.

Do you offer gift cards?

Please send us an email at support@rossi-rei.com to purchase a gift card. 

Do you offer gift wrapping?

Yes, please email us at support@rossi-rei.com for gift wrapping and other special requests.